1. SERVICE MANAGER 9.2 CHANGE PRESENTATION JUNE 2011

2. Agenda  Elements of Change  Process Discussion  Roles/Profiles  Categories  Phases  Standard Changes  Tasks  Approvals  Views  Notifications 2 Service Manager 9.2 - Change Presentation

3. Change Process Flowchart 3 Service Manager 9.2 - Change Presentation Change Requestor follows appropriate CC Process Operational YES NO Assessment & Planning Operational No approvals Implemented and Closing Comments entered Change Evaluation and Closure Change is closed by Change Manager Mgr reviews for type, change type if needed. Standard or Emergency Standard Request is submitted in SM Assessment & Planning Mgr. Approval and review. Approval given or denied Denied Email Notification sent to requestor Emergenc y Incident ticket is related Denied status awaiting requestor to update or modify. Approved Denied Change Implementation Implementer updates with closing comments and verifies success with customer. All Tasks closed. Assessment and Planning Mgr. review and approval Change Approval Director and Change Mgr review for approval or denial Approved Successful Change Evaluation and Closure Change is reviewed by Change Mgr and closed. Possible Post Implementation Review (PIR) including all involved parties and CAB Non Successful &High Impact Change Approval Change Mgr approves or denies change request Auto-Task Customer Notification Auto-Task Verify success of request Emergency

4. Elements of Change  Changes – The record submitted when requesting a change  Phases – The administrative steps within the actual Change Request  Categories – The classification of changes  Approvals – The process by which the change can then occur 4 Service Manager 9.2 - Change Presentation

5. Change Management Process 5  Most everyone can open a change.  Changes move from one phase to the next based on the tasks performed.  Managers have approval access based on groups.  There are only 3 types of changes.  Customer signoff notification is required. Service Manager 9.2 - Change Presentation

6. Roles/Profiles 6 Most members of the staff with have either Change Coordinator or Change Approver roles Service Manager 9.2 - Change Presentation

7. Categories 7 Category Description Facilities Hardware Network Software Service Manager 9.2 - Change Presentation

8. Categories 8 Category Description Emergency Emergency changes are used under two situations: Production down, immediate response required Business justified: needed within 24 hours Operational Pre-approved repetitve change done at different time intervals. This must be successfully implemented once in production and be approved by the CAB to become a standard change. Standard This is any change that does not meet the above requirements. There must be approvals and a date in the future AFTER 24 hours. Standard changes may be eligible to be approved for Operational changes. Service Manager 9.2 - Change Presentation

9. Recommended Change Phases 9  Phase 1 - Change Assessment & Planning  Phase 2 - Change Approval  Phase 3 - Implementation  Phase 4 - Evaluation and Closure Service Manager 9.2 - Change Presentation

10. Phase Details 10 Change Assessment and Planning  This is the process of entering a change into the system  Change Control documentation must be attached  Creates a task for customer signoff  Automatically transitions the change to the approval phase when customer signoff is complete Change Approval  Approvals are completed via the approval queue  The majority of fields will be “read-only” in this phase and beyond  Once all approvals are complete, this phase will automatically move to the implementation phase Change Implementation  Only the Change Coordinator and Change Manager can move the change to the next phase  During the change implementation phase the Coordinator will coordinate with change analysts to build, test and release the change into production. Any tasks opened in the logging or review phases would now be allowed to be marked as completed and closed Evaluation and Closure Service Manager 9.2 - Change Presentation

11. Phase Transition Summary 11 From ToMethod Phase 1Phase 2 Automatic transition when Customer Signoff task is complete. Phase 2Phase 3 Automatic transition on completion of pending approvals. Phase 3Phase 4 Automatic completion of Implementait on Verification task (Closing comments must be completed). Phase 4Closed Manual on close of "Evaluation and Closure" phase by the Change Manager. (Comments required). Service Manager 9.2 - Change Presentation

12. Tasks 12  Designed to assign and track work associated with the change record  Completion of tasks may trigger an “auto-close” of a change phase  Leverages the same assignment groups used by Incident Management  Task closure codes: (Successful, Successful (with problems), Failed, Rejected, Withdrawn, Cancelled)  No alerts are associated with task completion Service Manager 9.2 - Change Presentation

13. Approvals 13  Approvers are generally the manager of a group  Approval access is given on the change profile of the user  Each Director has Emergency approval  Operational changes do not require an approval Service Manager 9.2 - Change Presentation

14. Change Views (Operational) 14 Changes  Changes Assigned to Me  All Emergency Changes  Changes Awaiting Closure  Changes Denied Approval  Open Changes Assigned to my group(s)  Open Changes I Submitted Tasks  Open Change Tasks assigned to me  Open Change Taskss assigned to my group(s) Service Manager 9.2 - Change Presentation

15. Summary Points  There are 5 Roles within the Change Management process:  Change Initiator  Change Coordinator  Change Manager  Change Analyst  Change Approver  There are 4 Phases or Administrative steps within the actual Change Request:  Phase 1 - Change Assessment & Planning  Phase 2 - Change Approval  Phase 3 - Implementation  Phase 4 - Evaluation and Closure  Most transitions from one Phase to the next are automatic within Service Manager with the exception of the manual closure of the Change request after Phase 4…this requires comments from the Change Manager 15 Service Manager 9.2 - Change Presentation