1. Building and Improving IT Service Change Management
John Borwick

2. ITIL Expert, PMP, CGEIT certificates
Who’s this guy, anyways?
John Borwick
University Libraries IT Services Director and IT process consultant, Virginia Tech
IT manager since 2005
ITIL Expert, PMP, CGEIT certificates
Career goal: make people’s lives easier through improved IT management.

3. Pre-conference survey
12 of 16 are building the process
4 of 16 are improving the process
6 of 16 have ITIL Foundations cert
1 has ITIL Expert cert
4 people shared advice

4. Survey advice for people starting to investigate IT service management
It is imperative to use a change management process if you want to be an industry leader.
You'll see the benefits shortly after you implement it well, even though the feeling of immediate slowness impact consequence of control measures!
Learn from others and look at best practices.
Change Management may seem like a road block to many people. The only way it will work is if everyone sees the benefits that change management adds to the institution.

5. Summarized preconference survey goals
Broad understanding of the process
How to build from scratch
Need to review process vs. ITIL, peers, or best practice
How to get all areas of IT to participate
How to better coordinate change across locations
Understand higher ed vs. more structured industries
Build vocabulary/terminology
Right-sized/appropriate process vs. ITIL doctrine
My team’s going to be doing change management

6. Introductions
Name
Institution
Building vs. improving change management?
Anything to add to goals for today?

7. Agenda
Level-setting: ITIL background
Getting buy-in/support
Process triggers
Change management in practice, activity by activity
Change management and other processes
Other thoughts and review

8. Level-setting: ITIL background

9. Why am I saying “IT service change management?”
Other “change managements:”
IT service change management
Organizational change management
Project scope change management

10. The Service Lifecycle
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement

11. IT Service Change Management lives here
The Service Lifecycle
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement
IT Service Change Management lives here
Just because it lives in Service Transition doesn’t mean that it waits until after Service Strategy and Service Design “have happened.”

12. Thoughts?
“IT service change management is the driving process of IT service management”

13. IT service management benefits of IT service change management
80% of outages caused by change
80% of MTTR spent trying to determine what changed
Gene Kim, George Spafford, and Kevin Behr, The Visible Ops Handbook: Implementing ITIL in 4 Practical and Auditable Steps, Revised First Edition edition (IT Process Institute, Inc., 2005).

14. Key IT service change management takeaways from Service Transition
“Request for change” (RFC) records
Change manager role
Change advisory board (CAB)
Change calendar
Types of changes
Emergency changes
Latent changes
Pre-approved changes
Change models

15. See also
EDUCAUSE ITIL CG
itSMF Higher Education COI
ITIL intermediate training (RCV or Service Transition)

16. Getting buy-in/support

17. John B’s continuum of process perception
Unnecessary evil
Necessary evil
Helpful
Strategic asset

18. Stakeholder identification
Who are the stakeholders in IT service change management?

19. Levels of support
Active supporters
Active opponents
Passive opponents

20. Stakeholder analysis
How can you win over these stakeholders?
What do they value?

21. Process triggers

22. Process components Inputs Process Activity A Activity B Activity C
Outputs
Triggers

23. What types of things are “changes” in your environment?
What types of things are not changes?

24. Examples of common “changes” that may not require documented RFCs:
Service requests
Access requests
Certain types of pre-approved changes

25. When is your change process triggered?

26. Change management in practice, activity by activity

27. John B’s change management activities
Create and record RFC
Review RFC
Assess and evaluate RFC
Authorize RFC build and test
Coordinate change build and test
Authorize change deployment
Coordinate change deployment
Review and close change record
Emergency change process

28. Create and record RFC
Where do RFCs come from?
What is collected?
Where are you recording RFCs?

29. Create and record RFC How do different stakeholders create RFCs?

30. Create and record RFC What fields do you collect?

31. Create and record RFC What fields do you collect?
Change requester
Change category
Risk, impact, and urgency
Business purpose
Change builder & change implementer
Requested start/end dates
Summary title
+ automatically-generated:
RFC ID
Creation date
Status

32. Create and record RFC Where are you recording RFCs?

33. Create and record RFC Where do you keep your backlog?
e.g. RFCs kept in “Draft”

34. Create and record RFC Other tips/thoughts?

35. Review RFC
Who’s doing this review?
What are they reviewing?

36. Review RFC
Check that fields are accurate
Check for duplicates/similar RFCs

37. Review RFC Other tips/thoughts?

38. Assess and evaluate RFC
What are the rules by change classification?
What information is needed for an informed approval?

39. Assess and evaluate RFC What are the rules for the change classification?
Change classifications

40. Assess and evaluate RFC What information is needed for an informed approval?
Change risk/impact
Priority

41. Assess and evaluate RFC Other tips/thoughts?

42. Authorize RFC build and test
How do you run a CAB?
Who attends a CAB?
Who approves what?

43. Authorize RFC build and test How do you run a CAB?
CAB review deadline
Permanent members
Clear change authority
Agenda & minutes

44. Authorize RFC build and test Who attends a CAB?
Change authority
Permanent members
RFC-specific attendees

45. Authorize RFC build and test Who approves what?
Low risk/impact
Simple approval
Medium risk/impact
CAB ?
High risk/impact
IT management board? or IT governance?

46. Authorize RFC build and test Other tips/thoughts?

47. Coordinate change build and test
What does the change management process care about in this step?

48. Coordinate change build and test What does the change management process care about in this step?

49. Coordinate change build and test Other tips/thoughts?

50. Authorize change deployment
Who authorizes the change deployment?
How does the change get scheduled?

51. Authorize change deployment Who authorizes the change deployment?

52. Authorize change deployment How does the change get scheduled?

53. Authorize change deployment Other tips/thoughts?

54. Coordinate change deployment
How do people find out about the change?
Who’s performing the work?
What’s the plan if things go wrong?

55. Coordinate change deployment How do people find out about the change?

56. Coordinate change deployment Who’s performing the work?

57. Coordinate change deployment What’s the plan if things go wrong?

58. Coordinate change deployment Other tips/thoughts?

59. Review and close change record
How do you determine how well things went?
How do you “close the loop” to improve the change management process?

60. Review and close change record How do you determine how well things went?

61. Review and close change record How do you “close the loop” to improve the change management process?

62. Review and close change record Other tips/thoughts?

63. Emergency change process
When is something considered an “emergency change”?
Who approves emergency changes?
How do you review/close the loop for emergency changes?

64. Emergency change process When is something considered an “emergency change”?

65. Emergency change process Who approves emergency changes?

66. Emergency change process How do you review/close the loop for emergency changes?

67. Emergency change process Other tips/thoughts?

68. Change management connected to other processes

69. IT service change management and service request management
Service request catalog
Enhancement request
RFC

70. IT service change management and project management
IT Project X
RFC
Deliverable A
RFC
Deliverable B
Deliverable C
RFC

71. IT service change management and software development
RFC
Create and record RFC
Review RFC
Assess/Evaluate RFC
Authorize RFC build and test
Coordinate change build and test
Authorize change deployment
Coordinate change deployment
Review and close change record
User story A
User story B
User story C

72. IT service change management and software development
RFC
Create and record RFC
Review RFC
Assess/Evaluate RFC
Authorize RFC build and test
Coordinate change build and test
Authorize change deployment
Coordinate change deployment
Review and close change record
DEV
TEST PPRD
PROD

73. Other thoughts and review

74. What we talked about
Level-setting: ITIL background
Getting buy-in/support
Process triggers
Change management in practice, activity by activity
Change management and other processes

75. Other tips, questions, or things to share?

76. Help Us Improve and Grow
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