Change Management Process Information Services Division Office of State Finance

Contents Purpose Roles Calendar Process Policy Agenda Office of State Finance Purpose Roles Calendar Process Agenda Policy ITIL Training

Contents Office of State Finance Purpose Agenda ITIL Training

Purpose Provide a consistent method to follow (and consistent terms) when changes having significant impact are required to maintain or improve the production environment (routine configuration changes made on a daily basis are not reviewed in the process) Identify groups & personnel that should be involved in the process and their responsibilities

Purpose Define specific artifacts to be used Establish general policies regarding how changes are to be implemented and the communication to the users of the impacted services Full documentation of process may be found in the document Change Management Process.docx

Contents Office of State Finance Roles Agenda ITIL Training

Roles Change Request Review Board Coordinator Oversight of Change Management process Coordinate between functional groups and ensure processes are followed Service Provider Group Team implementing change Responsible for testing change before implementation

Roles Change Request Review Board Review all requests to make certain The change has been authorized by the Service Provider Group’s manager The change is scheduled during normal maintenance windows or if not, approving variances There are no conflicts with other scheduled activities If multiple activities are to be performed during the same window, the activities are coordinated Any communications with service users about outages or impacts are identified and performed The change does not conflict with the strategic direction of OSF / ISD Any security issues are identified

Request Review Board Membership Roles Request Review Board Membership Position / Role Name Coordinator & Process Facilitator OW Thomasson OSF Chief of Staff Pat Elwood Engineering Tech Support Director Drew Swain Director of Education Matt Singleton Finance Administration and Regulatory Director Mike Hedrick Functional Team Managers / Leads – representatives from the following areas Application Support (all consolidated agencies), Database Administration, Facilities, Network (Data & Voice), Operations, PC and Server, Security, Systems NIC (OK.gov) Rodney Rollison

Request Review Board Schedule Agenda Weekly / Thursdays at 1pm Review outcome of changes scheduled to occur during week prior to meeting Review all proposed changes Determine impact of changes and if customer notifications will be required Identify any coordination issues Approve change and change schedule

Contents Office of State Finance Calendar Agenda ITIL Training

Change Management Worksheet All change requests are scheduled using Change Management calendars in MS Exchange Public Folders.

Navigation to Public Folders All change requests are scheduled using Change Management calendars in MS Exchange Public Folders. The calendar can be found in a folder named “Change Management”. Navigation to the public folders and to the Change Management folder is performed as follows: If you have not used public folders, in the past, you may not have them displayed in Outlook. To display public folders, at the bottom of the Navigation pane on the left hand side, you will see something similar to this: Click the folder icon. You should see Folder List at the bottom of the Navigation pane. Expand the Public Folders list by clicking on the + sign.

Continue to expand the list by clicking on the + sign next to All Public Folders, Office of State Finance, and then Change Management. Then click on the calendar you need to view or update. Do not add entries to the main Change Management folder.

Change Management Entry A customized Outlook form is used to collect appropriate information.

Creating an Entry Even though this is a calendar entry, do not click on “Invite Attendees.” Meeting invites only work in personal folders, not public. This will also change fields behind the scenes and make it impossible for you to save your information.  Fill out the fields as appropriate. There are several mandatory fields. An explanation of each field follows in sequence as they appear on the screen:

Data Items Short Description Title for change. This will appear in the Subject line in the calendar Mandatory Start Date / Time Date and time the change is scheduled to start. If unknown and the entry is for future changes with undetermined dates, pick a best guess date. It can be altered later. End Date / Time Instead of entering the duration, enter the date and time you expect to be finished barring no exceptional issues arise. The duration will be calculated. All Day Event If the event is to last all day (24 hours) check this box Category Category should be 1 of 3 possibilities: 1) Change, 2) Change: Emergency (use this when we have something we have to do that has not been through Change Management), 3) Maintenance (All routine or semi-routine maintenance activities that have the potential to impact services) If you change the Category after initially setting it, be sure to click on “Clear All Categories” first to clear the field. Services Impacted Selected from a list of possible services. It is preferable that you do not enter the service here. Switch to the Agencies / Services tab and click on all services impacted. If the change is location based, ex., circuit or switch down that impacts all services for an office, select “Based on Location” and include details in the Change Description. Product This is a specific product associated with a service. If known, enter. Product table is still being developed

Data Items Short Description Title for change. This will appear in the Subject line in the calendar Mandatory Will this cause an outage? If this change / maintenance activity will cause an outage to services, check this box If outage required, has customer been notified? Check, if Yes. Generally, the Help Desk will be the ones to check this box after a notification is sent. If the change was negotiated with an agency prior to implementation, the provider group’s change representative may check the box. Detailed Change Description Provide enough detail to support meaningful conversation about the change, its impact, and possible scheduling conflicts. Change Management Notes A place where we can enter notes during the Change Management meeting if necessary Backout Plan If the change fails, how will you back it out? Contacts: This interfaces with your Contacts list and allows you to enter contact names of people planning and performing the change. Before you can add them here, they need to be added to your personal Contacts. Agencies Impacted Selected from a list of possible agencies. It is preferable that you do not enter the agency name here. Switch to the Agencies / Services tab and click on all services impacted. If the change is location based, ex., circuit or switch down that impacts all agencies at a location, select “Based on Location” and include details in the Change Description. Change Completed as Planned? Check, if Yes If the change was completed within the time allotted and there were no severe issues, check Yes. Change Completed with issues?, Check , if yes and explan below If the change exceeded the time allotted by more than 20% or went past a hard deadline, check Yes. Change Results: Record issues that were encountered, if any.

View of Change Calendars View your calendars in “Overlay” mode by right clicking the name of the calendar and selecting “View in Overlay mode”.

Contents Office of State Finance Process Agenda ITIL Training

Process Flow

Contents Office of State Finance Policy Agenda ITIL Training

Change Management Policy The Change Management process should be followed for all architecture change requests related to the support of existing services or the addition of new services. Requests should be logged as soon as enough information is available to provide a meaningful description of change and the purpose behind the change, even if the specific date for the change has not yet been determined. Architectural changes are not to be implemented without first being approved by the Change Request Review Board. In emergency situations, the Change Request Review Board should be notified as soon as is feasible. For non-emergency, but urgent situations in which a change should be implemented before the next scheduled Review Board meeting, notification of the change request will be made to the Change Request Review Board coordinator who will obtain the proper approvals through the use of email, telephone, and individual conversations.