Service Management for CERN Change Management Workshop Geneva, Jochen Beuttel

Page 2 Service Management for CERN Change Management – agenda Today’s topics:  Current status  Change Management types & stages  Involved roles  Workshop – Definitions stage by stage Next steps:  Development of a Change Management process for IT & GS  Definition of all necessary tasks  Presentation, adjustment, acceptance

Page 3 Service Management for CERN Change Management – current status Change Management for Changes in Service-now and other Service Management related topics:  Designed  Implemented  Operated Change Management for GS – SE / IS  Designed Change Management for IT - CF  Planned substitution of HMS, Chimps, ITCM  Interviews  Identification of necessary tasks

Page 4 Service Management for CERN Change Management for Snow Change Management Process Stages:  New  Admission  Evaluation  Approval  Plan & Build  Test  Deployment  Review  Closed

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

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

Page 7 Service Management for CERN Change Management for Snow Change Management Roles:  Stakeholder  Requestor  Functional Manager  Change Coordinator  CAB  Change Builder

Page 8 Service Management for CERN Change Management for Snow Change Management Process Stages & Change Types:  Accountable (Change Ticket)  Responsible (Change Task)  Uninvolved

Page 9 Service Management for CERN Change Management for Snow New:  What is the scope of Change Management?  What is a Change?  Who is allowed to create an RFC?  Which information should be delivered by the Requestor?

Page 10 Service Management for CERN Change Management for Snow New:  The Requestor creates a RFC, maybe on behalf of a Stakeholder, providing all necessary information.  A Change is required if something is to be released into production  Change requests can only be issued by authorized Requestors.  Everybody with the ITIL User role assigned can be a Change Requestor. End-users, however, are excluded!

Page 11 Service Management for CERN Change Management for Snow Admission:  Who admits the RFC?  When a ticket should not be admitted?  How the RFC gets categorized?  How the Change Coordinator will be assigned?  What happens in the case of an Urgent Change?

Page 12 Service Management for CERN Change Management for Snow Admission:  This process stage summarises the Functional Manager’s part within the Change Management process  This includes acceptance and categorisation of the ticket, as well as the assignment of the Change Coordinator.  Acceptance means that the ticket will be handled by the process; it is not the approval!  Only in the case of tickets categorised as "Urgent", the Functional Manager not only accepts the ticket, but also approves the Change

Page 13 Service Management for CERN Change Management for Snow Evaluation:  What is the information necessary for an approval decision?  Who is gathering this information?  What is the scope of the evaluation?  How the approval can be prepared?  Who are the correct approval authorities?

Page 14 Service Management for CERN Change Management for Snow Evaluation:  Evaluation means gathering information about estimated costs, risks & prices or other information necessary for an approval decision provided by experts.  Evaluation does not cover any development, purchasing, ordering or other tasks necessary to build the change.  This process stage is also used to prepare the Approval.  All tasks in this process stage are part of the Change Coordinator’s responsibility

Page 15 Service Management for CERN Change Management for Snow Evaluation:  Examples

Page 16 Service Management for CERN Change Management for Snow Approval:  What type of approvals do we need?  How can we organize approvals?  Are there additional decisions necessary before deployment?

Page 17 Service Management for CERN Change Management for Snow Approval:  An Approval is a general allowance to implement the change.  The approval is only valid if the estimated conditions identified during evaluation are met.  This approval is not the last confirmation before deployment.  It is a general approval determining whether this change is desired or not.

Page 18 Service Management for CERN Change Management for Snow Approval:  Examples

Page 19 Service Management for CERN Change Management for Snow Plan & Build:  What type of plans are necessary?  Who is responsible for planning and building?  Is there a chance for standardisation?  What other tasks have to be done before test and deployment?

Page 20 Service Management for CERN Change Management for Snow Plan & Build:  Plan means deciding on the correct approach for build, test & deployment.  Here a detailed plan is made by creating all tasks necessary to build the change.  These tasks are sent to those Change Builders responsible for buying, building or developing all necessary parts of the change.

Page 21 Service Management for CERN Change Management for Snow Plan & Build:  Examples

Page 22 Service Management for CERN Change Management for Snow Test:  What type of tests are necessary?  Who is responsible for testing?  Is there a chance for standardisation?  What other tasks have to be done before deployment?

Page 23 Service Management for CERN Change Management for Snow Test:  The Change Coordinator can decide which tests are necessary. In accordance with his decision he will send test tasks to those responsible for performing the tests on the test environment.  Once all tests have been carried out and all results documented the very important Release Decision is made by the Change Coordinator. This is the final approval before deployment.

Page 24 Service Management for CERN Change Management for Snow Test:  Examples

Page 25 Service Management for CERN Change Management for Snow Deployment:  Who is responsible for deployment?  Is there a chance for standardisation?  What if the deployment is not successful?

Page 26 Service Management for CERN Change Management for Snow Deployment:  After Admission, Approval and Release Decision the Changes can be transferred to the production environment.  To ensure a stable system, Release Management methods (bundling changes) are recommended.  If deployment was not successful, a Backout, Re-work or Re-planning can be triggered here.

Page 27 Service Management for CERN Change Management for Snow Deployment:  Examples

Page 28 Service Management for CERN Change Management for Snow Review:  What are the final activities before closing the ticket?

Page 29 Service Management for CERN Change Management for Snow Review:  The Review process status covers the final activities of the process, which are the information of Requestors and Stakeholders.

Page 30 Service Management for CERN Change Management for Snow Closed:  That’s it!

Page 31 Jochen Beuttel