1. Principles of Change Management
Craig Bennion
University of Utah
19 June 2019

2. What is ITIL? Information Technology Infrastructure Library
A framework of best practices for Service Management
Service Management
Organizational discipline and capabilities for managing Services
Service
An outcome. A service is not a technology!

3. Service Model

4. Change The addition, removal or modification of something
A response to an event
Change Management
Standardized methods and procedures for managing change
The Goal
Prompt, effective handling of change

5. A Change Process Propose the change Review the change
Authorize the change
Coordinate the implementation
Close the change record

6. Propose the Change
Change Request (also known as Request for Change or RFC)
Formal document outlining what needs to change, when, how and why — should also include remediation plan
All requests should be logged – the change record
Types of changes
Standard: Routine changes that are pre-approved
Emergency: Changes to fix something that’s broken
Normal: Everything else —unique or complex changes that need to be planned and coordinated

7. A Word on Standard Changes
Standard changes should be proven – successfully completed several times before being accepted as a standard change
Well documented – step-by-step instructions for implementation, including escalation and remediation plans
Low risk and risks are well understood
Reviewed and authorized by an IT governing body
Once authorized, can be implemented when needed, as needed without additional review or approval
The trigger for implementing a standard change is often a request

8. Review the Change What is the reason for the change?
What benefit/value is expected?
What resources are required?
What risks are there?
Is there a remediation plan?

9. Change Advisory Board Advises the change manager
Helps review and evaluate change requests
Includes representation from both IT and organization

10. Authorize the Change
Risk dictates level of authority needed to authorize request

11. Coordinate Implementation
Change process is NOT responsible for implementation
Coordinates implementation of multiple changes

12. Close the Change Record
Update the change record
Status of change
Time to complete (actual start and end times)
Capture lessons learned

13. Getting Started Start where you are! What works? What doesn’t?
Almost every organization has a change process. Take time to understand yours.
What works?
What doesn’t?
What one thing can you improve based on the model above?
Do it!
Repeat

14. Metrics Measure what matters
Beginning: Number of change requests each support team submits
Intermediate: Track the number of successful and failed changes
Advanced: Number of changes made with a change request and those without a change request (How would you know?)
Link metrics to goals
Goal: Reduce incidents caused by change
Metric: Number of incidents caused by a change

15. Tools
Tools support automation and improve consistency of the process Remember: No tool without the rule! ITSM tool – manage process records. This can be dedicated tool or a spreadsheet. Start with what you have. Change calendar – upcoming changes so people know what’s going on. Moratorium schedule – protect critical business cycles and processes.

16. Lessons Learned Organizational change is hard. Expect resistance.
Get leadership support. What if you could reduce the number of failed changes or incidents caused by a change by half?
Enlist champions.
Keep it simple.
Adapt to your needs. One size does NOT fit all.
Don’t be control-crazy. Apply the level of control that matches the level of risk.
It takes time.
Involve the organization.

17. Thank You