Service Management for CERN Change Management Acceptance Meeting Geneva, Jochen Beuttel

Page 2 Service Management for CERN Change Management – Definitions A “Change” means:  to transfer something from a defined state into another defined state  introduction, modification and retirement A Change can be necessary to solve an Incident or to fulfill a Request The Scope of Change Management covers:  all components relevant for providing a service  all changes related to a specific need of communication & planning

Page 3 Service Management for CERN Change Management for IT Change Management Process Stages:  New  Admission  Evaluation  Approval  Plan & Build  Test  Deployment  Review  Closed

Page 4 Service Management for CERN Change Management for IT Change Management Process Stages & Change Types:  Accountable (Change Ticket)  Responsible (Change Task)  Uninvolved

Page 5 Service Management for CERN Change Management for IT Change Management Change Types:  Normal  Standard  Fast  Urgent

Page 6 Service Management for CERN Change Management for IT Change Management Process Stages & Change Types:  Mandatory  Optional  Skipped

Page 7 Service Management for CERN Change Management for IT Change Management Impact Classes & Priorities:

Page 8 Service Management for CERN Change Management for IT Change Management Roles:  Stakeholder  Requestor  Functional Manager  Change Coordinator  CAB  Change Builder (Test Coordinator)

Page 9 Service Management for CERN Change Management for IT New:  Everybody with the ITIL User role assigned can be a Change Requestor. End-users, however, are excluded!  The Requestor is delivering the following information:  Personal data of requestor & Stakeholder  The affected Service Element, if applicable  The affected Functional Element, mandatory  Change details, including sense & benefits  The priority from his point of view  With saving the ticket it will be assigned to the group of Functional Service Managers responsible for the choosen Functional Element

Page 10 Service Management for CERN Change Management for IT New:  With saving the ticket it will be assigned to the group of Functional Service Managers responsible for the chosen Functional Element.  Pre-authorised Standard Changes are offered to minimize bureaucracy for small, recurring Changes without loosing important information.  All following steps in a Standard Change are pre- defined.

Page 11 Service Management for CERN Change Management for Snow Admission:  The Functional Manager taking the ticket in hand is checking the information provided by the requestor and decides:  if the correct Functional Element was chosen  if additional information is necessary  if the ticket content should be changed  if the ticket is acceptable  If the ticket is not acceptable it will be closed with the closure code “Rejected”.

Page 12 Service Management for CERN Change Management for Snow Admission:  If accepted the Functional Manager decides:  if the RFC should be separated in Sub-Changes  about the impact class  To decide about the impact class he can:  flag the ticket, if direct user impact (downtime) is expected  chose one of three available classes (Minor, Significant, Major)

Page 13 Service Management for CERN Change Management for Snow Admission:  Than the Functional Manager decides about the Change type:  Urgent Change means, he is also approving the Change  Fast Change means to use a “short track”.  Normal Change means to go through the complete process.  Finally he allocates the ticket to a Change Coordinator (Group)  By saving the ticket it will be assigned to the Change Coordinator allocated.

Page 14 Service Management for CERN Change Management for Snow Evaluation:  First, the Change Coordinator is checking and adjusting the ticket content if necessary.  In the case of a wrong assignment the ticket could be send back to the Functional Manager.  Depending on the affected Functional Element and the type of change different Evaluation tasks are necessary to compile.  The compiled Evaluation tasks are send out experts (Change Builder) to get there estimations.

Page 15 Service Management for CERN Change Management for Snow Evaluation:  General Evaluation covers estimations about:  Costs  Risks  Benefits  Efforts  Possible implementation methods

Page 16 Service Management for CERN Change Management for Snow Evaluation:  Communication Plan Evaluation covers estimations about:  Impacts  Affected Users  Affected Functional Elements  Affected Support Groups  The necessary communication  Best possible approvals

Page 17 Service Management for CERN Change Management for Snow Evaluation:  Other Evaluation tasks are possible like:  Technical Specification  Tender preparation  Invitation to tender  Operational paper evaluation  Hardware sample evaluation  The specific need of every group has to be collected

Page 18 Service Management for CERN Change Management for Snow Evaluation:  Reviewing the evaluation results the Change Coordinator decides:  if additional evaluations are necessary  if the impact class should be changed  which approval authorities should be involved  For defining the correct approval authorities a approval plan “on paper” will be produced and provided by IT.  The approvals are triggered by saving the ticket in the Process Status “Approval”

Page 19 Service Management for CERN Change Management for Snow Approval:  What type of approvals are necessary and how they get organised will be defined by IT separately

Page 20 Service Management for CERN Change Management for Snow Approval:  In the end, the Change Coordinator makes the final decision if the Change is approved or not, depending on the incoming approval results.  If approved he is scheduling the planned implementation.

Page 21 Service Management for CERN Change Management for Snow Plan & Build, Test & Deployment:  The Change Coordinator is compiling all necessary tasks for Plan, Build, Test, Deployment and in some rare cases for Backout sequently.  They are send out to Change Builders and Test Coordinators.  After collecting task results he decides if the next step should be triggered.  For all tasks a due date can be defined.  In every task the information about the time spent for execution can be collected.

Page 22 Service Management for CERN Change Management for Snow Plan & Build, Test & Deployment:  Depending on the affected Functional Element and the type of change different Tasks are necessary.

Page 23 Service Management for CERN Change Management for Snow Plan & Build, Test & Deployment:  As a last step of this phase the Change Coordinator decides:  if re-work is necessary  if re-planning is necessary

Page 24 Service Management for CERN Change Management for Snow Review:  The Change Coordinator is reviewing:  the correctness of the chosen impact class  the evaluation results  the communication plan (as part of the evaluation results)  to produce information for the Functional Manager, Change Builders and other Change Coordinators to learn and improve.  Necessary information will be released  Stakeholders and Requestors will be informed

Page 25 Service Management for CERN Change Management for Snow Review:  Closing the ticket requires a closure code, like  Rejected – not accepted or authorized  Complete – succesful implementation  Incomplete – partial implementation  Failed – unsuccessful implementation  After Closure it is still possible to relate Incident tickets to the RFC to provide information used for a long time review.

Page 26 Service Management for CERN Change Management for Snow Closed:  That’s it!

Page 27 Jochen Beuttel