Change Management Revue

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Change Management Revue

• Strategic Process Planning
• and Integration Management (SPPIM)
• Sue Silkey, Thelma Simons
• and Gail Schaplowsky

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Best Practices

• Best practices provide a guide to help design IT
  management processes that increase the overall
  efficiency, reduce costs and align IT with
  business needs.
• ITIL asks

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How ITIL best practices can help

• Faster incident recovery
• Fewer unplanned outages
• Better communication with users
• Information that enables better informed
  management decisions

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Change Management

• Goal
• To ensure that standardized methods and
  procedures are used for efficient handling of all
  changes
• That means we want to
• Reduce unplanned outages
• Improve service availability
• Reduce unnecessary urgent changes

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Terms

• Change Request Request to make a change to a
  particular system and service
• Change Manager - The person who makes sure that
  the change management process is followed
• Change Review Board (CRB) The group that
  reviews and approves (or rejects) change requests
• Impact - The extent to which users are affected
• Urgency - How quickly the service or system needs
  to be be restored based on the service needs of
  the customers

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Change Management

• Benefits
• Minimize the impact of change-related incidents
  upon service quality
• Increase productivity by reducing disruptions for
  both users and IT staff
• Improve communication with affected Service
  Owners, support staff and users
• Improve risk assessment balance need for Change
  against impact of the Change
• Improve impact assessment look at all change
  requests as a whole, identify potential conflicts

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Change Types

• Simplified Description
• Local no outage
• Pre-Approved e.g., reboot every morning
• Scheduled normal update, patch
• Extended Scheduled event that lasts longer than
  the maintenance window
• Urgent its going down soon. Needs to repaired
  before the next CRB meeting
• Emergency - Its dead Jim. Fix it now, file it
  later.

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Change Management

• How we implemented
• Began using process October, 2005
• Several team meetings held to review and tweak
  process
• Annual review in October, 2006
• Current status
• Providing weekly reports for IT management
• Sue has assumed role of Change Manager
• Gail is serving as backup Change Manager

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A Good Change

• Must have
• Impact statement
• Business justification
• Approvals
• Test plan
• Implementation plan
• Fallback plan
• Useful and meaningful information

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Scheduled Change Flow
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A day in the lifeof Change Management

• Our players
• Calamity Jane (Business Owner) Gail Schaplowsky
• Hopalong Dave (CSC staff) Dave Gardner
• Wild Bill Bill Farris
• Sioux City Sue (Change Manager) Sue Silkey
• Traveling Vendor Man Mike Mike Wright
• Major Incident Gizmatron Dave Barnhill
• Service Owner Teddy B.
• Narrator Thelma Simons
• Audience participation That means yall

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Remedy Change Request
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Change Types

• Simplified Description
• Local no outage
• Pre-Approved e.g., reboot every morning
• Scheduled normal update, patch
• Extended Scheduled event that lasts longer than
  the maintenance window
• Urgent its going down soon. Needs to repaired
  before the next CRB meeting
• Emergency - Its dead Jim. Fix it now, file it
  later.

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A Good Change Request

• Must have
• Impact statement
• Business justification
• Approvals
• Test plan
• Implementation plan
• Fallback plan
• Useful and meaningful information

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Thanks to players
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Tune in next time

• Was that change really successful?
• Come back next month to see the continuing saga
  of Mr. Incident as he wafts his way through
  Problem Management.

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Hope you had fun and

• Learned
• Why we have different types of change requests
• The value of Change Management
• How the overall process works
• Elements of a good change request
• The relationship between cats and cowboys

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Change Mgmt Next Steps

• Annual Review
• Review CRB membership
• Goal create a Forward Schedule of Change to
  help with scheduling
• Goal improve risk assessment

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Upcoming Sessions

• Future sessions are scheduled on
• Problem Management
• Configuration Management
• Release Management

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Questions?

• More information at SPPIM (PSMO) website
• www.technology.ku.edu/psmo
• Also in IS/Process Management public folders

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Roy Rogers Change Management Club Rules

• Change requests should be neat and clean.
• Be courteous and polite to your Change Manager.
• Always obey your Change Manager.
• Protect systems and keep them healthy.
• Be brave but never take risks.
• Study best practices and learn all you can.
• Call the SCC if you have an Urgent change.
• Be kind to the SPPIM staff and bring them treats.
• Love ITIL and practice it regularly.
• Always respect our processes and our process
  managers.