June 2009 © 2009 IBM Corporation Change Management Using Maximo in the State of Georgia Change Process Version 1- June 27, 2009.

© 2009 IBM CorporationPage 2 Change Management Training Using Maximo in the Change Management Process This is a guide on the lifecycle of a change ticket in Maximo. It takes you through the process click by click, so it is recommended that you follow along with the steps in the tool if you currently have a change that needs to be submitted at this time. If you are just looking for specific information in this guide, use this table of contents to quickly find your answer. Change Requester – How to open a change........ Page 3 Change Owner – How to assign a change.......... Page 16 Change Owner – How to fill out the ticket details..... Page 19 Change Owner – Risk level guidelines............ Page 24 Change Owner – Technical Assessment........... Page 45 Change Approver – How to approve a change...... Page 58 Change Owner – Once the change is implemented... Page 62 Let’s get started.

© 2009 IBM CorporationPage 3 Change Management Training Logging into Maximo To access Maximo, open the following address in the browser: https://167.210.164.23/maximo/ui/login Enter your login ID and password. Press the Sign In button. Press the space bar to proceed.

© 2009 IBM CorporationPage 5 Change Management Training Change Requester Press the space bar to proceed. As the change requester, you are responsible for ensuring the change record contains the following minimum information: Requester name (which is automatically populated in the change ticket) Description of the change Classification Agency Impacted Estimated Duration Owner Group When possible, the requester should provide the below items as well: Requested implementation date Asset Communication Plan List people to be notified when the change is complete, along with how and when they should be notified. Change Type Start & End date Owner Group Install, Test and Backout Plans Customer Impact Successful installation verification criteria Affected Systems

© 2009 IBM CorporationPage 6 Change Management Training Minimum Change Requester Actions Fill in a summary that applies to the change. It should be brief yet descriptive. If more detail is needed, select the long description arrow and enter the extra information. Next, select on the arrow to the right of the Classification field and select the Classify option. Press the space bar to proceed.

© 2009 IBM CorporationPage 9 Change Management Training Minimum Change Requester Actions Select the applicable classification for the type of change by pressing one of the blue buttons. Press the space bar to proceed.

© 2009 IBM CorporationPage 10 Change Management Training Minimum Change Requester Actions Select the arrow next to the Agency field to identify the agency associated with the change. Choose the Select Value option.

© 2009 IBM CorporationPage 12 Change Management Training Minimum Change Requester Actions Enter an Estimated Duration that includes the time that it would take to complete the change including the possibility of the need to back it out. Use the Hours:Minutes format. This is your best estimate, and it can be changed later. Press the space bar to proceed.

© 2009 IBM CorporationPage 13 Change Management Training Minimum Change Requester Actions Now that all of the minimum change details have been placed in the ticket, select the icon next to the owner group to assign the change to the appropriate support group. Press the space bar to proceed.

© 2009 IBM CorporationPage 14 Change Management Training Minimum Change Requester Actions You can either filter the list by typing in all or part of the workgroup name... … or you can type in part of the group’s description. Once the workgroup is listed on the menu, select the link to assign it. Press the space bar to proceed.

© 2009 IBM CorporationPage 15 Change Management Training Minimum Change Requester Actions Save the change by selecting the diskette symbol representing the save function. The members of the workgroup will now receive Email notification of the ticket being assigned to their group. Press the space bar to proceed. This is the last step in Maximo required of the Change Requester role.

© 2009 IBM CorporationPage 16 Change Management Training Change Assignee/Owner Press the space bar to proceed. The Change Group Leader has overall responsibility for assigning the change workload that is referred to his / her Change Group. Specific responsibilities include: Monitoring the Change Group queue for incoming changes Ensuring that each change is assigned a Change Assignee based on skill level and availability Identifying change assignment issues and escalating incorrect assignments to applicable Service Delivery Manager, as required Reviewing the work group’s access to the change management tool for accuracy on a periodic basis or at least annual basis and retaining documentation. Ensuring the accuracy of the work group’s accesses to the change management tool. Reassigning an inappropriately assigned change record to the correct group, and notifying that Change Group Leader as required.

© 2009 IBM CorporationPage 17 Change Management Training Minimum Change Owner Actions Now that the ticket has been submitted to the workgroup, the workgroup leader/delegate must review the change ticket and select the magnifying glass symbol next to the Assigned To field. The change should be owned by the group with the greatest part of the implementation plan. If there is a dispute on which group should own the change, the applicable SDM will make the decision. Press the space bar to proceed.

© 2009 IBM CorporationPage 18 Change Management Training Minimum Change Owner Actions Select a workgroup member that is appropriate to own the change. This will send an Email notification to the new change ticket owner. Press the space bar to proceed.

© 2009 IBM CorporationPage 19 Change Management Training Change Assignee/Owner Press the space bar to proceed. The Change Assignee is responsible for ensuring the following items are correctly documented in the change record: Clear definition of potential and expected customer impact All outages must be documented regardless of maintenance/change windows. Implementation plan Detailed backout /recovery plan Detailed pre-production test plan and results when complete Validated list of approvers Co-requisite and prerequisite changes Successful installation verification criteria Estimated duration Requester name Detailed Description of the change Business justification or reason Requested implementation date Communication Plan Change Risk Affected Systems List people to be notified when the change is complete, along with how and when they should be notified.

© 2009 IBM CorporationPage 20 Change Management Training Minimum Change Owner Actions Select the arrow next to the Asset field to identify the primary or first asset associated with the change. Choose the Select Value option. Press the space bar to proceed.

© 2009 IBM CorporationPage 21 Change Management Training Minimum Change Owner Actions If the applicable asset is not listed in the window, drop down the menu and select the All option. Select the Refresh button. Press the space bar to proceed.

© 2009 IBM CorporationPage 22 Change Management Training Minimum Change Owner Actions Select the applicable asset for the change by selecting on one of the links. Filter the list of assets by entering the hostname of the asset into the Description field and press enter. If the asset is not listed in Maximo, type in “Asset not in Maximo” and press the Enter key. You can use those NOASSET options only as a last resort. Press the space bar to proceed.

© 2009 IBM CorporationPage 24 Change Management Training Minimum Change Owner Actions Critical changes have the greatest risk factor as well as the potential for critical impact upon Service Level Objectives. These changes normally require extensive planning, scheduling, activity coordination between multiple support groups, and, on occasion, extensions to normal maintenance windows. Major changes typically have a major risk factor and the potential for a significant impact upon Service Level Objectives. These changes also require extensive planning, scheduling, and activity coordination between multiple support groups. Medium changes have a medium risk factor and a potential for minimal impact to Service Level Objectives. These changes require thorough planning, scheduling, and activity coordination between support groups. Minor changes imply a minor risk factor, and have no potential impact upon Service Level Objectives. Planning, scheduling, and activity coordination takes place within a single group. Standard changes are procedures that are tested / proven procedures, and are being documented for recording and auditing purposes. Press the space bar to proceed.

© 2009 IBM CorporationPage 26 Change Management Training Minimum Change Owner Actions Press the magnifying glass symbol next to the Impact/Scope field. Select the applicable Impact for the change by selecting one of the links. Press the space bar to proceed.

© 2009 IBM CorporationPage 27 Change Management Training Minimum Change Owner Actions Select the magnifying glass symbol next to the Urgency field. Select the applicable Urgency for the change by selecting one of the links. Press the space bar to proceed.

© 2009 IBM CorporationPage 28 Change Management Training Minimum Change Owner Actions Press the space bar to proceed. Fill in the following fields with the appropriate information. The Verification field is where you place your plan to verify the implementation success.

© 2009 IBM CorporationPage 29 Change Management Training Minimum Change Owner Actions The owner of the ticket should review the details submitted by the requester. It is highly recommended that the owner contact the requester to acknowledge the receipt of the change and confirm that both parties are in agreement with the implementation plan. The Summary field should be updated with the site location as the first word, and the implementation plan must be entered into the Detailed Summary. Once the details of the implementation plan have been determined, a backout plan should be placed in this field. Every change requires a backout plan. If you require more space than allowed in the summary field, select the long description button. Press the space bar to proceed.

© 2009 IBM CorporationPage 30 Change Management Training Minimum Change Owner Actions Place the number of hours and minutes (HH:MM) that the backout plan would take to implement in this field. The Estimated Duration should include the Backout Duration and the Implementation Duration. Make updates as necessary. Press the space bar to proceed.

© 2009 IBM CorporationPage 31 Change Management Training Minimum Change Owner Actions Select the magnifying glass symbol next to the Life Cycle field. Select the applicable Life Cycle for the change by selecting on one of the links. Press the space bar to proceed.

© 2009 IBM CorporationPage 32 Change Management Training Minimum Change Owner Actions Select the magnifying glass symbol next to the Platform field. Select the applicable platform for the change by selecting on one of the links. Press the space bar to proceed.

© 2009 IBM CorporationPage 33 Change Management Training Minimum Change Owner Actions Select the magnifying glass symbol next to the Environment field. Select the applicable Environment for the change by selecting on one of the links. Press the space bar to proceed.

© 2009 IBM CorporationPage 35 Change Management Training Minimum Change Owner Actions Select the date/time on the calendar for the day that the change could be started. It doesn’t have to be the exact time when the change must happen. It just has to be the beginning of an approved window of time for the change to take place. Once this is done, select the OK button. Press the space bar to proceed.

© 2009 IBM CorporationPage 37 Change Management Training Minimum Change Owner Actions If you have any documents that you would like to attach to the ticket, scroll to the right and select the paperclip symbol next to Attachments. Select Add New Attachments, and then choose Add New File. Press the space bar to proceed.

© 2009 IBM CorporationPage 39 Change Management Training Change Assignee/Owner Press the space bar to proceed. In addition, the Change Assignee is responsible for Classifying the impact risk of the change so that change lead times and change approval requirements can be determined. Identifying resource requirements (including specific schedule needs). Communicating of change to other areas participating in the change. Notifying the Change Controller of any cross SDC/Region/GEO changes. Ensuring a formal Technical Assessment for Critical and Major changes is completed by all Change Approvers, Assignees and Account Team. Attend the next scheduled weekly Change Advisory Board Meeting once the ticket is fully approved. Close the change within 1 business day from the change completion

© 2009 IBM CorporationPage 40 Change Management Training Minimum Change Owner Actions To start the risk assessment process, select this icon. It will ask you a series of questions and then determine the proper level of risk based on your answers. Press the space bar to proceed.

© 2009 IBM CorporationPage 41 Change Management Training Minimum Change Owner Actions Answer the questions by choosing the appropriate radio button and selecting the OK button. If the questions don’t apply, pick the one that seems to result in the least impact. Press the space bar to proceed.

© 2009 IBM CorporationPage 42 Change Management Training Minimum Change Owner Actions Press the space bar to proceed. If your Category value is less than the Risk Assessment, raise it to at least the Risk Level.

© 2009 IBM CorporationPage 43 Change Management Training Minimum Change Owner Actions If the Scheduled Start Date is earlier than the lead time allows, you will need to put an exception reason in this field. Be sure to enter a thorough description of the exception, as they are reviewed in the weekly change meeting. The lead time is based on the Category. Minor = 1 day Medium = 2 days Major = 8 days Critical = 14 days STD does not have a lead time. Next, select the magnifying glass symbol next to the Exception Code field. Select one of the following: Customer Emergency Problem SchedCon Urgent Press the space bar to proceed.

© 2009 IBM CorporationPage 44 Change Management Training Minimum Change Owner Actions Press the space bar to proceed. If the Change Type is determined to be Medium, an informal technical assessment and business assessment of the change must be documented in the Summary. If a higher level of Change Type is used, a formal assessment will be necessary, which is discussed on the next slide.

© 2009 IBM CorporationPage 45 Change Management Training Change Assignee – Technical Assessment Press the space bar to proceed. A Technical Assessment is the process of evaluating the technical feasibility, risk, complexity, immediate effect of a change and the complete effect of the change on the total environment. A formal Technical Assessment is required for all critical and major (change type) changes. An informal Technical Assessment for medium (change type) changes is implicit. Technical Assessments are not required for minor and STD changes. The process includes an evaluation of the following elements: Adequacy and Technical completeness of plans in the change record: Levels of testing required Backout/recovery plans Identification of co-requisites/prerequisites Dependencies and/or conflicts Evaluation of the technical feasibility of the change. Evaluation of the aggregate impact of the change to the environment, in terms of: Performance Capacity Security Operability Disaster Recovery Estimated implementation time Alternatives to solution/methods documented in the change record. Ensuring the change addresses a business need.

© 2009 IBM CorporationPage 46 Change Management Training Change Assignee – Business Assessment Press the space bar to proceed. A Business Assessment is the process of evaluating the business risk, impact, and installation timing of the change. The objective is to confirm the customer is informed of the change, supports the change, and the change is consistent with business direction. A formal Business Assessment is required for all critical and major (change type) changes. An informal Business Assessment, or peer review, is required for medium (change type) changes. Business Assessments are not required for minor or STD changes. The process includes an evaluation of the following elements: Business risk/impact and particularly the risk to the customer’s business. Analysis of the timing of the change ensuring no conflicts exist. Evaluation of communication plan ensuring all affected parties are aware of the change. Ensuring business requirements (of affected parties) are met. Ensuring policies are met. Ensuring the change requested is in line with the contracted services. Ensuring a customer initiated change has been requested by an authorized contact. Ensuring customer pre-approval of change has been obtained. Document any additional information pertinent to this change (as required)

© 2009 IBM CorporationPage 47 Change Management Training Formal Technical / Business Assessment Press the space bar to proceed. For Critical and Major change type changes, the change assignee must organize a meeting(s) with all applicable parties, including SDMs, implementers, other groups affected by the change, etc. to fill out the below form. Once it is completed, it must be attached to the change ticket. Technical Assessment Business Assessment

© 2009 IBM CorporationPage 48 Change Management Training Minimum Change Owner Actions Press the space bar to proceed. If the change has any impact on other assets outside of the ones included in the implementation plan, you must list the others at the bottom of the screen, i.e. if you are taking down a router, you would list the servers affected. Start by selecting the New Row button.

© 2009 IBM CorporationPage 49 Change Management Training Minimum Change Owner Actions Press the space bar to proceed. Next, simply select the asset in the Asset field just like you did earlier. This will automatically populate the other fields, except for the ones on the right. Place the planned outage start and finish date/time in these fields. Repeat this process for each additional asset.

© 2009 IBM CorporationPage 52 Change Management Training Minimum Change Owner Actions Enter the order in which each task should take place in the Sequence field. Enter the task description in the Summary field. Use the long description button if you need to include more detail. Select the magnifying glass symbol on the Assigned To field to choose the owner of the task. If the task owner is in a different group than the Change Owner, Choose this field and select appropriately. Press the space bar to proceed.

© 2009 IBM CorporationPage 53 Change Management Training Minimum Change Owner Actions Update the Estimated Duration with the proper amount of hours and minutes for the task. Update the Scheduled Start and End date/time for the task. Be sure to allow for the entire Estimated Duration. If there are more tasks, select the New Row button and repeat; otherwise choose the Approvers tab at the top. Press the space bar to proceed.

© 2009 IBM CorporationPage 54 Change Management Training Minimum Change Owner Actions To add approvers, select the New Row button. The minimum list of approvers required for a change is determined by taking the Category found on the Change tab and finding the related approvers listed in the latest version of the Approver Matrix. At the time of the creation of this training presentation, Category 4-5 (i.e. Minor & Minimum) changes only require Implementer group and applicable Technical Focal Group approval while the Category 1-3 (i.e. Critical, Major, & Medium) changes require several more. Please refer to the latest version of the Approver Matrix to determine the correct groups. If more approvers are necessary, follow the next steps to add them to the ticket. Press the space bar to proceed. Approval Matrix

© 2009 IBM CorporationPage 56 Change Management Training Minimum Change Owner Actions To add approver groups, select the magnifying glass button on the Approver Group field and search the list. Never use this field. Approvals should be requested on a group level only. Choose the New Row button and repeat the steps until all appropriate approvers have been listed. *Note that if you accidentally select this button and have a resulting blank row, you must contact the Change Coordinator to have it deleted. Press the space bar to proceed.

© 2009 IBM CorporationPage 57 Change Management Training Minimum Change Owner Actions Once all of the approvers have been added to the list, you must change the status by selecting the Change Status button. Choose the Pending Approval option from the menu. Press the space bar to proceed.

© 2009 IBM CorporationPage 58 Change Management Training Minimum Change Approver Actions In order for the change to be fully approved, someone from each workgroup needs to select the Approve button. Once all approvals have been granted, the Status will automatically change to APPR. At this point, the change is ready to be implemented. The only exception is when the risk level is Critical, Major, or Medium. Those changes must be approved in a Change Advisory Board meeting, which is led by the Change Coordinator. Press the space bar to proceed.

© 2009 IBM CorporationPage 59 Change Management Training CAB reviews and approves change type 1, 2 and 3 changes for the coming week. Participants include: IBM Change Coordinators. GTA Tower Consultants. IBM SDM’s Workgroup leads/representatives. Technical Representative of Each Upcoming Change. Owner Groups of upcoming 1, 2, and 3 level changes (or their delegates) must participate to provide change details. They should be prepared to give a brief overview of the implementation plan and results from the risk assessment, customer impact, and any outages. The change will be approved if it receives 2/3 vote from the voting members. At that point, you are ready to implement your change during the scheduled period. Conference call-in information: 1-866-457-2759 passcode 852905 Change Management Key Windows Beginning September 1, 2009 Monday10:00am CAB Entry Cut-Off Wednesday9:00am – 12:00pm * CAB Review Meeting WeekdaysTBD as needed * CAB Meeting (Pending Urgent changes) HolidaysFor Holidays which occur on Monday, cut-off will be the Friday 10:00am prior to the holiday. Note: All times are in local Atlanta time, EST or EDT. Change Assignee/Owner Press the space bar to proceed.

© 2009 IBM CorporationPage 60 Change Management Training Minimum Change Owner Actions At this point, the change coordinator will place the ticket in AUTHORIZED status. Press the space bar to proceed. Make sure that if your change Category is Medium or higher, you must contact the Command Center before and after the change is implemented (vendors included) at 404-656-7378 or by email commandcenter@gta.ga.gov. If your change spans multiple days, you must contact the Command Center every day until your change is completed, even on days no work is performed. commandcenter@gta.ga.gov

© 2009 IBM CorporationPage 61 Change Management Training Minimum Change Owner Actions Place any notes regarding the change in the work log, such as verbal approvals, issues encountered, confirmation of success, etc., by selecting the New Row button. Select the Log tab. Press the space bar to proceed.

© 2009 IBM CorporationPage 65 Change Management Training Minimum Change Owner Actions Next, update the Actual Start and Actual Finish Date/Time. They should be the same as the scheduled date/times or able to fit within that window. If not, you will need to mark your Implementation Result as Exceeded Window. Press the space bar to proceed.

© 2009 IBM CorporationPage 66 Change Management Training Minimum Change Owner Actions As soon as you finish with the change, select the Change Status button to mark whether the change was implemented, deferred, or failed. Press the space bar to proceed.

© 2009 IBM CorporationPage 68 Change Management Training Minimum Change Owner Actions Once you complete the change, you have 1 business day to close the ticket. After you have updated the worklog with any necessary details, such as issues during the implementation and results, and you are ready to close the record, select the Change Status button. Be aware that once the change is closed, no one can reopen it. Press the space bar to proceed.

© 2009 IBM CorporationPage 70 Change Management Training Minimum Change Owner Actions At this point, your ticket is closed and there are no more steps to be taken in Maximo. Press the space bar to proceed.

© 2009 IBM CorporationPage 71 Change Management Training Process and Tool Related Tips If there is a severity 1 incident and a change is needed to remedy the issue, you can get verbal approval per the Approval Matrix guidelines, conduct the change, and then submit the change ticket, gain approvals, and close the ticket within 1 business day. Make sure to document your verbal approval with name, date, and time in the work log. If you decide to add an approver to the list or change any of the ticket details after the change was already placed in Pending status, you must change the status to Draft. This will reset all of the approvals back to PENDAPPR, and you will need to make your updates and then set the status back to PENDING. The Change Owner is responsible for making sure that the approvers all approve prior to the SCHEDULED DATE/TIME. If a change is implemented prior to getting all of the necessary approvals, it will be considered Unauthorized. If you have any questions regarding the process or Maximo, contact Cameron Toon, the Change Coordinator, at 972-495-5647 or ctoon@us.ibm.com.

June 2009 © 2009 IBM Corporation Change Management Using Maximo in the State of Georgia Change Process Version 1- June 27, 2009.

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June 2009 © 2009 IBM Corporation Change Management Using Maximo in the State of Georgia Change Process Version 1- June 27, 2009.

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