7 Change Mgt

Change Management

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Goal – Primary Objective • To ensure that standardised methods and procedures are used for efficient and prompt handling of all Changes, in order to minimise the adverse impact of any Change-related incidents upon service quality

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Responsibilities • Raising and recording Changes • Assessing the impact, cost, benefit, resource • • • •

requirements and risk of proposed Changes Developing business justification and obtaining approval Managing and coordinating Change implementations Monitoring and reporting on the implementation Reviewing and closing Requests for Change (RFC)

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Why Change Management • Ensure Standard methods used for all changes • Facilitate prompt handling of changes • Keep a balance between the need for change and the potential detrimental impact of change

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Types of Change • Basic Change

• •

- Priority: Based on Impact+Urgency High, Medium, Low … (Urgent?) - Category: Based on business impact Minor, Significant, Major Urgent Change - A change that needs to be implemented more quickly Standard Change - An accepted solution to an identifiable and relatively common set of requirements (e.g. set up of User profile, Password reset) 5

Change Control Process – Basic (normal) Change Manager

Start

Filters requests

major

Change Manager

Change Manager

Allocates initial priority

Decide category and/or use of standard model

significant

Change Manager

Change Manager

Circulates RFCs to Board members

Circulates RFCs to CAB members

Senior management / board level

Senior management / board level

Approve / reject Changes (Financial / Technical / Business)

Approve / reject Changes (Financial / Technical / Business)

Closed

Implement change using appropriate Standard Change model

minor Change Manager Approves / rejects and schedules Changes, reports action to CAB Change Builder Builds Change, devises back-out & testing plans

Change Manager

Change Manager

Independent tester Tests Changes

Change review

Co-ordinates Change implementation

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Change Control Process - Urgent Change Manager

Start

Filters requests

Change Manager

Independent tester

Co-ordinates Change implementation

Urgent testing

Change Manager

Change Manager

Allocates initial priority

Calls CAB or CAB / EC meeting

Change Builder Builds Change, devises back-out & testing plans

Change Manager

Change Manager

Ensures records are brought up to date

Review Change

CAB or CAB / EC Quickly assesses impact resources and urgency

Closed

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Change Process RFC

Stage 1

Registration Acceptance Priority (Urgent?)

Stage 2

Category Impact Assessment Authorisation & Schedule

Stage 3

Build Test

Stage 4

Implement OK - Y/N? Backout

Stage 5

Review Close RFC

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Considerations • Change Advisory Board (CAB)

• • •

- RFC are circulated to selected members depending on Change Category (Minor, Major, Significant) - Mandatory assessment of RFC - Optional attendance of CAB meeting - Meetings held on a regular basis CAB / Emergency Committee (CAB/EC) - Responsibility for impact assessment of urgent changes Forward Schedule of Changes (FSC) Projected Service Availability (PSA) based on FSC 9

Benefits • Increased visibility and communication of changes • • • •

to both business and service support staff Reduced adverse impact of change from improved business, technical impact and risk assessment Improved productivity of Users through less disruption and higher quality of service Better assessment of the cost of proposed changes Greater ability to absorb a large volume of change

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CH

Exam Tips • Basic and Urgent Change Control Process • Change is associated with RISK • CAB Members – – –

Problem Manager Change Manager Customer Representatives

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Exam Question • When can the building, testing and implementation of a change begin?

A If it is urgent, as soon as the Request for Change has been classified B As soon as there is a back-out plan for the change C As soon as the impact analysis has been discussed by the members of the Change Advisory Board D As soon as the Request for Change has been formally authorised

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Exam Question • How frequently should CAB/EC meeting be held?

A Daily B Monthly C Weekly DAs required 13

Exam Question Consider the following statements: 1 Effective Change Management ensures that urgency and impact are keys to decisions made on the scheduling of changes 2 Change Management controls all aspects of the change process

• Which of these statements is true? A 1 B Neither of them C 2 D Both of them

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