1. State of Georgia Change Management Training
4/26/2017Change/IMAC Process Training for Hess
State of Georgia Change Management Training
Welcome to the Change Process Training for Resolvers course in support of State of Georgia.

2. 4/26/2017Change/IMAC Process Training for Hess
IBM IPC&R
The formalized IBM Incident, Problem, Change & Release (IPC&R) process using Maximo is designed to:
Provide the State of Georgia with a stable IT environment
Minimize the risks involved in introducing change to the production environment
Resolve service problems
Maximize the availability of services to the customer.
Provide an Auditable set of processes and tools (Annually)
The IPC&R process defined in the following education material will become the standard process for all State of Georgia Agencies as of 6/1.
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3. IBM IPC&R What’s changing on 6/1?
4/26/2017Change/IMAC Process Training for Hess
IBM IPC&R
What’s changing on 6/1?
A single set of processes will become the “run book” for all IT related IPC&R for the State of Georgia (Service Management Manual)
A single consolidated tool will be in place to handle all IPC&R Activity for the (Maximo)
All changes and release activity within production environments (Midrange Servers, Mainframes, Network, End User Computing) will be required to adhere to the agreed to processes and will be required to flow through the Maximo tool prior to implementation
All incidents and problems will flow through the Maximo tool for routing to proper support groups and a consistent source of data for measurements.
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4. I, P, C & R Management - Definition
4/26/2017Change/IMAC Process Training for Hess
I, P, C & R Management - Definition
An Incident is any event that is not part of the standard operation of a service and that causes, or might cause, an interruption to, or a reduction in, the quality of that service.
Problem Management process is used to proactively identify and rectify the root cause of incidents in the environment thus minimizing their impact and preventing recurrence.
Change Management is the process of planning, testing, coordinating, implementing and monitoring changes to the production environment.
Release Management is the process of planning, testing, configuration control, and implementing software changes.
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5. The first course is Incident and Problems Mgt.
4/26/2017Change/IMAC Process Training for Hess
I, P, C & R Training
Training for I,P,C,& R management using the Maximo tool set comprises of two, four hour courses.
The first course is Incident and Problems Mgt.
The second course is Change and Release Mgt.
These training sessions are being recorded and will be available for you to review at a later time.
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6. Agenda Change Management Definition and Scope Detail About the Process
4/26/2017Change/IMAC Process Training for Hess
Agenda
Change Management Definition and Scope
Detail About the Process
Risk Determination and Approvals
Specific Points to Emphasize
Questions

7. Change Management - Definition
4/26/2017Change/IMAC Process Training for Hess
Change Management - Definition
Change Management is the process of planning, testing, coordinating, implementing and monitoring changes to the production environment.
The goal of Change Management is to minimize the risks involved in introducing change to the production environment thereby maximizing the availability of services to the customer.
The Process is audited at least annually. The SMM (Service Management Manual) describes Change Management for the State of Georgia in detail and is used by auditors to test compliance.

8. Change Management - Scope
4/26/2017Change/IMAC Process Training for Hess
Change Management - Scope
A Change includes any installation or alteration of hardware, operating system, application software, procedures, and environmental facilities in the production environment.
Changes can be initiated by the State of Georgia, agencies, or IBM.
What is included
Servers (Hardware, software, VM’s, o/s, firmware etc.)
Network equipment (routers, firewall, switches, WAP’s etc.) and configurations
Applications hosted on servers (database, code, published apps)
Large scale SMS deployments (e.g. desktop security patch)
Shared printing devices
What is excluded
End User Computing devices (Desktops, Laptops, Phones, BB’s etc.)
Changes to test & development environments
Out of scope environments
Small scale efforts will not be tracked or reviewed at the CAB. Certain business critical testing and development may be a CAB entry due to scope of effort and resource requirements.

9. Entry Points and Process Flow – Change Management
4/26/2017Change/IMAC Process Training for Hess
Entry Points and Process Flow – Change Management
Escalation
Management
Problem
Management
Facilities
Measurements
& Reporting
Service
Request
Management
Capacity
Mgmt
Operations
Mgmt
Global
Service Desk
Customers
(Service Requests,
How do I?, incidents)
Incident
Management
Data Backup
& Recovery
Tape
Ops
E-Form
IMAC
Coordination
Software
Distribution
Refresh
Mgmt
Customers
(Account creation,
Hardware/software
Purchase, moves)
Configuration
Mgmt
Network
Mgmt
Asset
Tracking
Change/
Release
Management
Availability
Mgmt
Groupware
SoG, IBM, Agencies
(Changes to
Production
Environment)
Request
For
Change
Account
Mgmt
Production
& Sched
State of Georgia
Lead
(Request for additional
Services)
Request
For
Service
PgMS IT
Security
Asset
Tracking

10. Lifecycle of a Change Time
4/26/2017Change/IMAC Process Training for Hess
Lifecycle of a Change
Time
Test/Development
Environment
Production
Environment
Need For Change
Identified
IBM Consulted & Resource Identified
Plan/Approach
Agreed with IBM
Change Implemented
On Test/Dev
Change Ticket
Raised in Maximo
Approvals
Obtained
Change
Implemented
Asset DB & CMDB
Updated
Continual Communication between IBM & State of Georgia

11. Change Approval Timeline (Breakout)
4/26/2017Change/IMAC Process Training for Hess
Change Approval Timeline (Breakout)
Time
Requester Enters
Ticket in Maximo
Change Ticket
Raised in Maximo
Approvals
Obtained
Owner Group Leader
Chooses Assignee
Assignee Enters Details in Maximo
And Designates Approvers
Technical & Business
Assessments Performed
All Approvals Attained
(except CAB approval)
CAB Meeting Held
Final Approvals Obtained Wednesdays
Change
Implemented
Asset DB & CMDB
Updated
Continual Communication between IBM & State of Georgia

12. Change Management Process Flow
4/26/2017Change/IMAC Process Training for Hess
Change Management Process Flow
Requirement for change identified – discussions start with IBM, plan developed and installed on test/development environment.
Ticket entered into Maximo
Ticket Assigned to lead IBM Workgroup, e.g. DBA, Citrix etc.
Allocated to change assignee within workgroup
Detailed step by step plan and resource requirement entered into Maximo
Approvals obtained
Change implemented
Change closed on Maximo (Asset DB and CMDB updated if necessary) 12

13. Change Management—Roles and Responsibilities
4/26/2017Change/IMAC Process Training for Hess
Change Management—Roles and Responsibilities
Requester
A person initiating the change and entering the Maximo ticket.
Enters as much detail as possible into Maximo.
Approver
The person in a Group that evaluates and approves the change.
The number of approvers varies based on the nature and risk level of the change.
Owner Workgroup
The workgroup that takes overall ownership of the change implementation.
The Owner enters most of the detail about the change and ensures approval.
Assignee
The individual within the owner workgroup that is assigned personal responsibility for overseeing the change.

14. Lead Times Based on Change Type
4/26/2017Change/IMAC Process Training for Hess
Lead Times Based on Change Type
Critical Changes Risk Level 1 TBD Days
Major Changes Risk Level 2 TBD Days
Medium Changes Risk Level 3 TBD Days
Minor Changes Risk Level 4 TBD Day
Standard Changes Risk Level 5 TBD Days
Change Management includes three change types: standard, expedite, and emergency.
First, a standard change requires preapproval to implement. If a standard change must be implemented sooner than established lead times allow, the standard change might become an expedited change. Next, an expedited change is a standard change that is vital to meeting a business need and cannot conform to the normal Change Management guidelines for lead times. Although it is not required to be installed immediately, an expedited change does not meet the lead time associated with the proper risk analysis of the change or cannot wait for a Change Advisory Board (or CAB) Meeting. All change approvals must be obtained prior to implementation; otherwise, the change is considered unauthorized.
The last change type is an emergency change. This type of change must relate to the immediate resolution of a known or imminent production incident (such as an outage of a system, application, network, or other Service component), for which a Severity 1 incident is open.
If Hess needs emergency systems maintenance, for example, IBM provides Hess with as much notice as reasonably possible and performs the maintenance by minimizing interference with the business and operational needs of Hess.

15. Standard, Expedited, and Emergency Change Types
4/26/2017Change/IMAC Process Training for Hess
Standard, Expedited, and Emergency Change Types
Standard
Normal lead time.
Prior approval required.
Approved/rejected by CAB if Risk Level 1 or 2.
Expedited
Vital to meeting a business need. Can’t wait for normal lead-time.
Enter a thorough business reason in the ticket as to why change. cannot wait to conform to the normal process.
All approvals must be obtained prior to the implementation start.
Emergency
Must relate to the immediate resolution of a Severity 1 incident. where an outage of a system, application, network, or other service has occurred or is imminent.
Requires verbal approval by an SDM PRIOR to implementation. Document the verbal approval in the Change Ticket Comments.
Create, document, approve and close ticket within 1 business day following implementation.
Change Management includes three change types: standard, expedite, and emergency.
First, a standard change requires preapproval to implement. If a standard change must be implemented sooner than established lead times allow, the standard change might become an expedited change. Next, an expedited change is a standard change that is vital to meeting a business need and cannot conform to the normal Change Management guidelines for lead times. Although it is not required to be installed immediately, an expedited change does not meet the lead time associated with the proper risk analysis of the change or cannot wait for a Change Advisory Board (or CAB) Meeting. All change approvals must be obtained prior to implementation; otherwise, the change is considered unauthorized.
The last change type is an emergency change. This type of change must relate to the immediate resolution of a known or imminent production incident (such as an outage of a system, application, network, or other Service component), for which a Severity 1 incident is open.
If Hess needs emergency systems maintenance, for example, IBM provides Hess with as much notice as reasonably possible and performs the maintenance by minimizing interference with the business and operational needs of Hess.

16. Change Management – Approval Matrix
4/26/2017Change/IMAC Process Training for Hess
Change Management – Approval Matrix
Approval Group
Maximo Group
Risk:
Critical
Major
Medium
Minor
BAU
Emergency (At least 1 verbal)
IBM - Service Desk
IGSDL1-0
Notify
IBM - Server Operations
ISRVOPS
IBM – Network
INETWK1
IBM - CAB Team Representative
IBMAVM
Approval
Verbal &
Maximo
SoG - CAB Team Representative
SGGLBSRD
Approval (whenever an outage will occur)
SoG – Applicable Tower Workgroup
SGGLBESG
SGGLBTEL
SGGLBGCT
Implementer Workgroups
INETWORK
INTEL
IFIREWAL
IEMC
IORACLE
ISQLDBA
IDSMUR
IASTMGMT
ICFGMGMT
And Others
  Notify
EXAMPLE
The CAB is an approval body. The GTA Change Manager can veto a change at any point prior to implementation.
This table describes the Change Management Change Categories’ impact to change requests.
Note that a Risk 1 is critical with a Risk 5 having little to no impact. Descriptions for each risk level is as follows:
Risk 1 is a critical change and has the greatest risk factor as well as the potential for critical impact upon Service Level Objectives. This change normally requires extensive planning, scheduling, activity coordination between multiple support groups, and, on occasion, extensions to normal maintenance windows. Additionally, this change category is typically implemented in steps over an extended period of time.
Risk 2 is a major change and typically has a major risk factor and the potential for a significant impact to Service Level Objectives. This change also requires extensive planning, scheduling, and activity coordination between multiple support groups. Additionally, this change risk can be implemented in steps over an extended period of time, whenever possible.
Risk 3 is a medium type change with a medium risk factor and a potential for minimal impact to Service Level Objectives. This type of change requires thorough planning, scheduling, and activity coordination between the support groups.
Next, Risk 4 is a minor change with a minor risk factor. This type of change has no potential impact to Service Level Objectives. Planning, scheduling, and activity coordination occurs within a single group.
A Risk 5 or business as usual (or BAU) change consists of procedures that are tested, proven, and are being documented for recording and auditing purposes. Changes in this category can also be part of ongoing maintenance activities, such as backups or weekly server reboots, which occur at the same time on the same day repeatedly, or changes that do not impact any production environment and have no Service Level Objectives in place for these systems. The change has gone through business or technical assessments or both prior to it becoming a BAU change and is approved as such, accordingly.
Note: If a change does not meet the above criteria, it cannot be categorized as a BAU change.

17. Specific Points to Emphasize
4/26/2017Change/IMAC Process Training for Hess
Specific Points to Emphasize
Thorough descriptions, implementation, pretest details, success verification plans, backout plans, and exception reasons are mandatory for each change.
Tickets are reviewed by SDM’s, change coordinators, and the CAB and ticket detail is needed during their review.
Begin the Change Description with a location site code.
This allows the SDM responsible for that location to be able to spot the ticket and communicate outages to the business.
Timely approvals.
Needed to prevent unauthorized changes and save time for the Owner Group who is responsible for ensuring fully approved changes.
Changes should be fully approved prior to the CAB. The CAB meeting will be held on Wednesdays, as it is currently scheduled, and will now consist of addressing Critical, Major, and Medium level changes only. Voting members will be given a brief time to discuss the changes to determine if they are properly prepared for implementation.
ALL TECHNICAL AND BUSINESS ISSUES MUST BE ASSESSED PRIOR TO THE CAB.
This meeting is strictly for the voting members to have complete knowledge of the change in order to approve or reject as they deem necessary. If further technical discussion are found to be needed, the change will be tabled until next CAB meeting.
Use approved downtime maintenance windows when possible.
Use Plan Tab for assigning tasks.

18. 4/26/2017Change/IMAC Process Training for Hess
Change Approval Board
CAB reviews and approves change type 1 and 2 changes for the coming week.
Participants include:
IBM and State of Georgia Change Coordinators.
IBM and State of Georgia SDM’s.
Workgroup leads/representatives.
Technical Representative of Each Upcoming Change.
Auditors (on occasion).
Owner Groups of upcoming 1 and 2 level changes (or their delegates) must participate to provide change details.
Change Management Key Windows
Monday 10:00am CAB Entry Cut-Off
Wednesday 1:00pm – 3:00pm * CAB Review Meeting
Friday 10:30 – 11:30 AM * CAB Meeting (Pending outstanding Urgent changes)
Sunday 04:00 AM * New Change Week Begins
Holidays For 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.

19. 4/26/2017Change/IMAC Process Training for Hess
Contact Information
If you have more questions regarding the change management process or how to use the change management portion of the Maximo tool, use the below contact information.
Change/Release Management Coordinator
Cameron Toon