Process Details & Tool Highlights May 2011 Change Management

Agenda Objectives The Process and Process Changes ITSM Tool Highlights Q & A Wrap Up – Resources – Training Information

Objectives Process – what will be different Tool – differences and improvements Additional training and resources Other objectives?

Change 1.Record request for change 2.Obtain business approval 3.Plan change 4.Propose change schedule 5.Coordinate the change 6.Approve the plan 7.Approve the schedule 8.Implement the change 9.Post implementation review A.Decentralize the process B.Approvals temporarily removed

Change 1.Record request for change 2.Obtain business approval 3.Plan change 4.Propose change schedule 5.Coordinate the change 6.Approve the plan 7.Approve the schedule 8.Implement the change 9.Post implementation review Temporarily removed from the process; Process Manager will no longer approve.

Process: Change Types (ref: Class) Standard: – A pre-approved change – Follows an established path - Is the accepted, established procedure to a specific change requirement – Introduces minimal risk Normal: – Follows the full Change Management process – Poses risk that may be considered minor, major, or significant – May ( but not always) requires a service outage

Process: Change Types (ref: Class) Emergency – Made in response to a service disruption or imminent service disruption – Must be implemented outside of normal review and approval timing Latent – A change that was implemented without a documented and planned change request – Documented after the fact

Process: Change Types (ref: Class) Current – No Impact – Normal – Expedited – Emergency – Latent New – Standard – Normal – Emergency – Latent

Process: Roles & Responsibilities Process Manager – – Responsible for the overall Change Management process, including Continual Process Improvement Change Manager (part of Support Group Administrator role) – – Ensures that change requests to be coordinated by your group are accurately recorded and completed in a timely manner – When the Change Coordinator is unknown, ensures that a Change Coordinator gets assigned to your change requests Change Coordinator (formerly known as Change Assignee) – – Plans the change (implementation plan, back-out or contingency plan, tasks) – Schedules the change (Checks Release calendars to confirm scheduled dates) – Monitors change implementation

Tool Improvements Information better organized More direct navigation Fewer clicks Searches no longer case sensitive Partial searches (+ next to field name means you can do a partial search and hit ) Notifications reduced Improved copy change feature

ITSM Home Page - Sample

New Change Request Screen

Record the Change

Plan the Change

ITS Cross Release Calendar in Outlook

Plan the Change

ITS Cross Release Calendar in Outlook

Review Process differences – Approvals temporarily removed – Check Release Activities Tool differences and improvements Your objectives for today

Training Training Information: Backstage Calendar of Events Incident Process Presentation April 6 & 7 Problem Process Presentation: April 19 & 21 Knowledge Process Presentation: April 26 & 28 Change Process Presentation: May 2 & 4 Support Group Administrator Training: May 3 & 5 ITSM Information Webinar: May 9 & 12 ITSM Online Learning & Job Aids: May 13 ITSM User Labs: May 17 & 19 ITSM Brown Bags: May 16 & 18

Questions Joe Taubitz Change Management Process Manager Anonymous feedback form: Feedback page results: viceManagement/itsProcessImplementation/Lists/Feedback/ AllItems.aspx viceManagement/itsProcessImplementation/Lists/Feedback/ AllItems.aspx ITS Backstage page: vice-management/ vice-management/

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