Change Management

Slide 1

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

Slide 2

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 x High, Medium, Low (Urgent?) - Category: Based on business impact x 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)

Slide 5

Change Control Process Basic (normal)

Change Manager Start Filters requests Allocates initial priority Change Manager Change Manager Decide category and/or use of standard model minor Change Manager Approves / rejects and schedules Changes, reports action to CAB Change Builder Builds Change, devises back-out & testing plans Implement change using appropriate Standard Change model

major Change Manager Circulates RFCs to Board members

significant Change Manager Circulates RFCs to CAB members

Senior management / board level Approve / reject Changes (Financial / Technical / Business)

Senior management / board level Approve / reject Changes (Financial / Technical / Business)

Change Manager Closed Change review

Change Manager Co-ordinates Change implementation

Independent tester Tests Changes

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Change Control Process - Urgent

Change Manager Start Filters requests Allocates initial priority Calls CAB or CAB / EC meeting Change Manager Change Manager

Change Manager Co-ordinates Change implementation

Independent tester Urgent testing

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

CAB or CAB / EC Quickly assesses impact resources and urgency

Change Manager Ensures records are brought up to date

Change Manager Review Change

Closed

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Change Process

RFC
Registration Acceptance Priority (Urgent?)

Stage 1

Stage 2

Category Impact Assessment Authorisation & Schedule Build Test Implement OK - Y/N? Backout Review Close RFC

Stage 3

Stage 4

Stage 5

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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

Slide 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

Slide 12

Exam Question

How frequently should CAB/EC meeting be held? A B C D Daily Monthly Weekly As required

Slide 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 B C D 1 Neither of them 2 Both of them

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