1 ITS Change Management Initiative Change Management Overview & Training PeopleProcessTechnologyITS Change Management Initiative Change Management Overview & TrainingThe Title Slide: Add the name of the presentation, the appropriate division or presenter and date of the presentation.The Remedy TeamNovember - December, 2008
2 ITS Change Management Initiative Why Are We Here? What is Change Management? Change Management Goals What is a Service? Are Our Services Interdependent? What is a Change? How Will We Track Change? Types of Changes - Distinct Process Flow for Each ITS Change Plan – Demo & Hands-On Next Steps… Questions.
3 ITS Change Management Initiative Why Are We Here??
4 ITS Change Management Initiative 3 ITS InitiativesChange ManagementConfiguration ManagementService Catalog
5 ITS Change Management Initiative Change Coordinator Training for ITS Change PlanService DeliveryConfigurationManagementChange ManagementService DeskIncident ManagementProblem ManagementDocumenting All ChangesIncreased CommunicationsPlanning & Risk AssessmentPrioritizationChange ApprovalsContinual ImprovementIdentify, control, maintain and verifyVersions of Configuration ItemsMap the relationships between CisSupport other Service Mgmt processesAccurate Impact Assessment for CMChange ManagementRelease ManagementConfiguration ManagementService SupportCustomersService CatalogService Level ManagementDefine and documents all devices provided by an organizationIncorporates Service Level Requirements detailed in SLAs between service providers and customersIncludes relevant CI informationAvailability ManagementCapacity ManagementFinancial ManagementSvc Continuity Management
6 ITS IT Service Management Initiative Change Management, Configuration Management, Service CatalogIncident/Problem MgmtService Request MgmtService MgrsService Oriented Change MgmtCustomersChange ManagementService CatalogImproved Risk AssessmentService ComponentRelationshipsService ComponentItemsConfiguration UpdatesConfigurationManagementReconciliationService & CI Relationships
7 ITS Change Management Initiative What is Change Management?
8 ITS Change Management Initiative ITIL Definition of Change ManagementPlanningChange ObjectivesPrioritization: Impact vs. UrgencyRisk AssessmentRollback PlanCommunication PlanningPre-Change TestingRequestA standard methodology for the control of change achieved by requesting, categorizing, planning ,scheduling, implementing, and reviewing changes to the IT infrastructure.PlanningApprovalImplementationReview
9 ITS Change Management Initiative Change Management Goals
10 ITS Change Management Initiative Change Management GoalsDecrease Unplanned Service OutagesIncrease Communications Internally and & ExternallyDevelop Consistent Processes to Manage Change across ITSDevelop a Forward Schedule of Changes (FSC)Continual Process Improvement through KPI Metrics Reporting
11 ITS Change Management Initiative What is a Service?
12 ITS Change Management Initiative Service DefinitionA service is a means of delivering value to a customer by facilitating outcomes customers want to achieve without ownership of specific costs and risks. – ITIL Service DesignAn IT Service is constructed from a combination of IT assets:InfrastructureApplicationsDataPeople
13 ITS Change Management Initiative NetworkServicesAFSOracleDatabaseDesktopSupportServicesARSApplicationServerSunHardwareLDAPCCMonitoringServiceRFSWeb ServerApache/TomcatService Dependencies: Why Changes Affect more than you think.
14 ITS Change Management Initiative What is a Change?
15 ITS Change Management Initiative What is a Change?All changes to a CI from a known to unknown state that could impact the customer including any of the following:Hardware*: Installation, modification, removal or relocation of equipment used to support a service, excluding pc, peripherals and mobile devices.Software*: Installation, patching, upgrading or removal of software products including operating systems, access methods, databases, commercial applications and internally developed packages and utilities on hardware excluding pc’s, peripherals and mobile devices.Application: Application changes moving to production as well as integration of new and removal of old application components.Schedule Changes: Requests for creation, revision, or deletion to job schedules, back-up schedules or other regularly scheduled jobs managed by ITS.
17 ITS Change Management Initiative Service ComponentRelationships
18 ITS Change Management Initiative 5 Minute Break
19 ITS Change Management Initiative Change Name: Descriptive name given to a change. A best-practice in choosing a name would include the Service affected and a specific component being changed. [Ex: Remedy Change Plan Enhancement: Priority & Priority Weight Deployment ]Change Date: The Date the proposed change is to be implemented. Do not type in a date. Please select the menu to the right of the field to select a date using the calendar.Change Time: The Time the proposed change is to be implemented.
20 ITS Change Management Initiative Schedule of ChangesChange Plan CalendarThe Change Plan Calendar can assist you in choosing an appropriate Change Date for your request. After selecting the Change Date field, select the View Calendar button from the left side of the application window. The Change Plan Calendar will open, displaying any Change Plans currently scheduled for the date you have chosen. You can refine your search by choosing alternate Beginning/Ending Dates and Status values and selecting the Search button.
21 ITS Change Management Initiative Change Plan Status: This field enforces automation workflow when working on a change. The following values are available:Pending: The default status when submitting a new CP. Pending indicates that the CP has not been approved by all approvers including the CRT.On Hold: Places a change request in a Hold state. By placing a Change Plan On Hold, the CP is not being worked on and may be waiting for additional resources or other changes with higher Priority values.More Information: Additional information has been requested by the approver to make an informed decision about approving the Change Plan.Rejected: This status is set when an approver rejects the Change Plan. Scheduling conflicts, resource limitations, etc may cause a Change Plan to be rejected.Approved: This status is automatically set when all approvers, including the CRT approvals are met for a Change Plan. After a CP has a Change Plan Status of Approved, the Change Notice can be sent from within the application, although a Change Notice may be sent at anytime after a new Change Plan is submitted.Completed: This status indicated that the change indicated within the CP has been implemented. Status can be set automatically when submitting a FOLLOWUP Change Notice within the CP applicationClosed: After a CP has not been modified for 7 days, the Change Plan Status will be automatically changed from Completed to Closed. This value is not available to users as an option.
22 ITS Change Management Initiative Impact + Urgency = PriorityImpact: A measure of the effect the change is having or might have on IT services consumed by faculty, staff, and students at the university.Urgency: A measure of how time-sensitive the change is to affect IT services consumed by faculty, staff, and students at the university. The Urgency reflects the time available for repair or avoidance before the impact is felt.
24 ITS Change Management Initiative PriorityPriority DefinitionCriticalInvolves ITS resources from multiple ITS divisionsCritical complexity requiring technical coordination from multiple groupsCritical risk to system availabilityComplex implementation and back-out, back-out likely to extend implementation windowPostponing implementation will place the organization at significant riskPotential high impact to the SLAHighInvolves ITS resources from more than two group or crosses ITS divisionsHigh complexity requiring technical coordination from multiple groupsHigh risk to system availabilityMediumInvolves IT resources from more than one ITS groupSignificant complexity requiring technical coordination from one or more groupsModerate risk to system availability during business hours or outage in non-bus. HrsSome complexity to implement and back-out won’t extend implementation windowAffect application, data or server securityImpacts SLALowInvolves IT resources from one group within the same ITS divisionLow complexity and no technical coordination requiredLow risk to service availability, especially outside of business hoursEasy implementation and minimal back-out requiredNo impact to SLAUsually documented as a Standard Operating Procedure (SOP)
25 ITS Change Management Initiative PriorityITS Global Approval ThresholdCriticalRequires CAB ApprovalAVC Level Approval RequiredManager Level Approval RequiredTechnical Peer Review RequiredDependent Service Owner Approval RequiredHighMediumMay not require CAB ApprovalDependent Service Owners Approval May be RequiredLow*(Standard)No CAP Approval requiredMay require Technical Peer ReviewNo Dependent Service Owner Approval RequiredReserved for Standard, Pre-Approved Changes* Standard Changes must be defined within each organization before this change can be implemented without CAB or Peer/Mgmt Approval.
26 ITS Change Management Initiative Change Plan PeopleChange Owner: The individual responsible for implementing a change. The Change Plan defaults to the user opening the Change Plan as the Change Owner.Change Requester: The individual asking for the change. Every Planned Approvers: Change Plan defaults to include a Change Review Team (CRT) approval. This body has yet to be formed, but the intent is to make this approval visible through the change process to be incorporated at a later date. Division approvals are also included within this process and must meet with all approvals prior to a change being implemented.Personnel Involved: All of the IT professionals involved with the success of the change. Think of this field as your rolodex. If management needed to know who to contact about details for a particular change, this field would contain the appropriate contacts.Stakeholders: Consumers of the IT service being affected by the change. This field may contain broad values such as all faculty, staff and students or more specific groups or individuals
27 ITS Change Management Initiative Change Plan DetailServices Affected: This field should contain a listing of the high-level services, specific hardware, applications, databases and other core components being affected by the change.Objective: This field should contain a detail account of what will be accomplished from the implementation of the change. Be as detailed as possible, because your Change Plans will have visibility across the organization. Management approvals, CTS approvals, ServiceDesk and Security will all be tasked with evaluating your change , approving changes and prioritizing the change against many other changes proposed within ITS. The change process can grind to a halt if there are questions about exactly what is being changed.Prerequisites: What preparations must be undertaken to begin the planning and execution process.Communication Requirements: This step is key in promoting a culture change within ITS. Nearly all change affects our customers in some fashion whether we realize it or not. Many services are interdependent and can have a cascading effect if a change is made without properly communicating the change across an organization that manages centralized services. The Change Plan automatically notifies the ServiceDesk (IT Response Center) and Security for all planned changes. Change Notices can be sent from within the Change Plan notifying the campus community. List a detailed description of who has been communicated with and how?
28 ITS Change Management Initiative Change Plan DetailPre-Change TestingSuccessful testing plans should be completed for all High and Critical Priority changes. Failure to properly test and verify a change can have an immediate and potentially negative impact on our customers. A best-practice for Pre-Change Testing would include a checklist of all possible scenarios which the customer would likely face after the change was implemented and what the intended results should be for a given change.Change ProcedureChange Procedure is best defined as a list of the steps to accomplish a change. Sometimes detailed procedures may require an attached document to be saved in the place of typing out a list within the field. Simply reference the Attachment field below if you r procedure is documented in an attachment.Risk AssessmentProper Risk Assessment is part of any change within the IT environment. Potential risks to service levels and impacts to other related services must be taken into account prior to implementing any change. Secondarily, every Change Plan must include a rollback plan in the event that the change fails. This should include all steps required to return the configuration item back to a pre-change known state, thus restoring the service.Post-Change Testing. A best-practice for Post-Change Testing would include a checklist of all possible scenarios which the customer would likely face after the change was implemented and what the intended results should be for a given change.
29 ITS Change Management Initiative Change Log & AttachmentsChange LogThe Change Log field is a secure diary field similar to the WorkLog in the UNC Request for Service. This field will always display a timestamp along with the Onyen of the person who added the entry. communications and other changes to the Change Plan are added as entries in the Change Log along with all Approval information.AttachmentsThe ITS Change Plan includes the ability to attach up to 3 files, 1mb in size. Within the Windows client, to add an attachment, right-click within the Attachment field. Select Add to browse your computer for a file to add. Always save your request to add the file to an existing Change Plan. For MidTier users, select the Add button browse your computer to add a file. The Attachments label above the field will be displayed in Red to indicate there are stored attachments.
30 ITS Change Management Initiative Finding Your Changes & ApprovalsMyChange PlansThis flashboard graph will display all active Unplanned and Planned Changes by Status. Rollover each graph to view the number and Status of Change Plans where you are the Change Owner. Click on a column to view the actual changes and make updates.MyApprovalsThis Flashboard graph will display all active Change Plan Approvals where you are the approver by Status. Click on a column to view the approvals and make updates.
31 ITS Change Management Initiative Need Help or Have a Suggestion?Change Plan FeedbackThe Change Plan incorporates a simple feedback mechanism to allow users to ask questions or make suggestions on future enhancements to the application. Select the Submit Feedback button from the lower left side of the application window. A Change Plan Feedback window will open allowing you to provide your feedback. Feedback is submitted to REMEDY-ADMIN in the form of an RFS ticket that includes the specific Change Plan associated with the feedback and contact information from the user.
32 ITS Change Management Initiative TemplatesTo use a template:Highlight a Change Plan from the table. The application will load the specific information from the Change Plan below. Approvers, Personnel Involved and the Change Requester cannot be edited from this tab, but may be modified after selecting the Apply Template button. By default all values are checked to be used in the new change.Uncheck any information that you do not want used in the new changeModify any checked values that may need to be changed, such as the Change NameSelect the Apply Template button to use the information in your new Change Plan. The application will create the listed Personnel Involved, Change Requester and Approvers, including the creation of approval notifications that will be sent when the Change Plan is saved.
33 ITS Change Management Initiative ApprovalsCHANGE PLAN APPROVAL: Update to service monitor - update portal poller to record elapsed time to database, Change Type: Planned, Owner: John Godehn, Change Date: 08/05/08 00:00:00, Priority: MediumJohn Godehn has requested your approval for the Change Plan listed below.Change Plan : Update to service monitor - update portal poller to record elapsed time to database requires your approval.Change Plan #: 942Change Date : 08/05/08 00:00:00Change Time : 10:30:00Priority : MediumObjective : Update to service monitor - update portal poller to record elapsed time to databaseAction Required:Please access your approval by selecting the Change Plan Approval URL below. Login with your onyen & password. Select either the Approve, Reject* or More Information* button to convey your response. *Completion of the Explanation field is required to Reject or request More Information from the Change Owner. Key information is displayed below the Change Plan Information banner. Select the 'View Change Plan Details' button to access all information related to the change. Select the Logout button to exit the approval.Change Plan URL: : https://remedy.unc.edu/arsys/forms/remedy.unc.edu/Change%20Plan%20Overview?F %3D942? %3D%24Change%20Plan%20ID%24%20%3D%20'Sys-Int-RequestID'
35 ITS Change Management Initiative Approvals: More InformationWhen a Change Plan is submitted, approval notifications are sent to all approvers. If a Change Plan approver is unsure about approving the request, they can request addition information by choosing the More Information button within the approval form. Providing a specific request to the Change Owner by completing the Explanation field and selecting More Information will the Change Owner with the request.When the Change Owner selects the Change Plan URL within the notification, they can access the Change Plan. The Change Plan Status is automatically updated to More Information. An Approval Dialog button will also become visible to allow the Change Owner to view the request for more information and to provide a response.
36 ITS Change Management Initiative Approval Dialog
37 ITS Change Management Initiative Change Notices Submitted From the ITS Change Plan
38 ITS Change Management Initiative Follow-up Change Notice Auto-Closure
39 ITS Change Management Initiative Hands-On with the ITS Change PlanLogin to the Remedy ClientOpen the Request for ServiceChange Your Primary Group to ITS-REMEDY-TRAININGPlease let me know if you are unable to….
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