1. Change Management
Change Management

2. Goal – Primary Objective
Change Management
Goal – Primary Objective
To ensure that standardised methods and procedures are used for efficient and prompt handling of all Changes, in order to minimise the adverse impact of any Change-related incidents upon service quality

3. Responsibilities Raising and recording Changes
Change Management
Responsibilities
Raising and recording Changes
Assessing the impact, cost, benefit, resource requirements and risk of proposed Changes
Developing business justification and obtaining approval
Managing and coordinating Change implementations
Monitoring and reporting on the implementation
Reviewing and closing Requests for Change (RFC)
Controls all changes to all CI’s in LIVE environment.

4. Why Change Management Ensure Standard methods used for all changes
Facilitate prompt handling of changes
Keep a balance between the need for change and the potential detrimental impact of change

5. Types of Change Basic Change - Priority: Based on Impact+Urgency
Change Management
Types of Change
Basic Change
- Priority: Based on Impact+Urgency
 High, Medium, Low … (Urgent?)
- Category: Based on business impact
 Minor, Significant, Major
Urgent Change
- A change that needs to be implemented more quickly
Standard Change
- An accepted solution to an identifiable and relatively common set of requirements (e.g. set up of User profile, Password reset)

6. Change Control Process – Basic (normal)
Change Management
Change Control Process – Basic (normal)
Implement change using appropriate Standard Change model
Change Manager
Filters requests
Change Manager
Allocates initial priority
Change Manager
Decide category and/or use of standard model
Start
Change Manager
Approves / rejects and schedules Changes, reports action to CAB
Circulates RFCs to CAB members
Circulates RFCs to Board members
minor
major
significant
Senior management / board level
Approve / reject Changes
(Financial / Technical / Business)
Change Builder
Builds Change, devises back-out & testing plans
Independent tester
Tests Changes
Change Manager
Change review
Change Manager
Co-ordinates Change implementation
Closed
Slide 6

7. Change Control Process - Urgent
Change Management
Change Control Process - Urgent
Change Manager
Filters requests
Change Manager
Allocates initial priority
Change Manager
Calls CAB or CAB / EC meeting
Start
CAB or CAB / EC
Quickly assesses impact resources and urgency
Change Manager
Co-ordinates Change implementation
Independent tester
Urgent testing
Change Builder
Builds Change, devises back-out & testing plans
Change Manager
Ensures records are brought up to date
Change Manager
Review Change
Closed
Does not require FULL testing.
Slide 7

8. Change Process RFC Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
Change Management
Change Process
RFC
Registration Acceptance
Priority (Urgent?)
Stage 1
Category Impact Assessment Authorisation & Schedule
Stage 2
Build Test
Stage 3
Implement
OK - Y/N? Backout
Stage 4
Review Close RFC
Stage 5

9. Considerations Change Advisory Board (CAB)
Change Management
Considerations
Change Advisory Board (CAB)
- RFC are circulated to selected members depending on Change Category (Minor, Major, Significant)
- Mandatory assessment of RFC
- Optional attendance of CAB meeting
- Meetings held on a regular basis
CAB / Emergency Committee (CAB/EC)
- Responsibility for impact assessment of urgent changes
Forward Schedule of Changes (FSC)
Projected Service Availability (PSA) based on FSC
CAB considers IMPACT of Significant change.
Urgent change procedure used for emergency problem resolution.
Standard change is an accepted solution to a relatively common set of requirements
Authority is usually given in advance.

10. Change Management
Benefits
Increased visibility and communication of changes to both business and service support staff
Reduced adverse impact of change from improved business, technical impact and risk assessment
Improved productivity of Users through less disruption and higher quality of service
Better assessment of the cost of proposed changes
Greater ability to absorb a large volume of change
See Possible problems page 34.

11. Exam Tips Basic and Urgent Change Control Process
Change Management CH
Exam Tips
Basic and Urgent Change Control Process
Change is associated with RISK
CAB Members
Problem Manager
Change Manager
Customer Representatives

12. Change Management
Exam Question
When can the building, testing and implementation of a change begin?
A If it is urgent, as soon as the Request for Change has been classified
B As soon as there is a back-out plan for the change
C As soon as the impact analysis has been discussed by the members of the Change Advisory Board
D As soon as the Request for Change has been formally authorised

13. Exam Question How frequently should CAB/EC meeting be held? A Daily
Change Management
Exam Question
How frequently should CAB/EC meeting be held?
A Daily
B Monthly
C Weekly
D As required

14. Exam Question Consider the following statements:
Change Management
Exam Question
Consider the following statements:
1 Effective Change Management ensures that urgency and impact are keys to decisions made on the scheduling of changes
2 Change Management controls all aspects of the change process
Which of these statements is true?
A 1
B Neither of them
C 2
D Both of them