Itil Change Management Checklist - PowerPoint by bxh19113

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									          People

Process      Technology




     ITS Change Management Initiative
                   Change Management Overview & Training



                        The Remedy Team
                    November - December, 2008
                     ITS Change Management Initiative


  Why Are We Here?
  What is Change Management?
  Change Management Goals
  What is a Service? Are Our Services Interdependent?
  What is a Change? How Will We Track Change?
  Types of Changes - Distinct Process Flow for Each
  ITS Change Plan – Demo & Hands-On
  Next Steps… Questions.

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                  ITS Change Management Initiative




              Why Are We Here??



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                 ITS Change Management Initiative




                 3 ITS Initiatives
      Change Management
      Configuration Management
      Service Catalog



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                                               ITS Change Management Initiative
                                                          Change Coordinator Training for ITS Change Plan


              Service Delivery

                                                     Change Management                               Configuration
                          Service Desk                                                               Management
                       Incident Management
                                                     •Documenting All Changes             •Identif y, control, maintain and verif y
                       Problem Management            •Increased Communications            •Versions of Conf iguration Items
                       Change Management             •Planning & Risk Assessment          •Map the relationships between Cis
                                                     •Prioritization                      •Support other Service Mgmt processes
                       Release Management            •Change Approvals                    •Accurate Impact Assessment f or CM
                                                     •Continual Improvement
                    Configuration Management




              Service Support
Customers

                                                                                       Service Catalog


                  Service Level Management               •Def ine and documents all devices provided by an organization
                                                         •Incorporates Service Level Requirements detailed in SLAs between
                                                         service providers and customers
                   Availability Management               •Includes relevant CI inf ormation
                    Capacity Management
                    Financial Management
                  Svc Continuity Management

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                                                                               ITS IT Service Management Initiative
                                                                                       Change Management, Configuration Management, Service Catalog

                                                                    Incident/Problem Mgmt
                                                                          Service Request Mgmt



                                   Service Mgrs
                                                                                      Service Oriented Change Mgmt                                                                    Customers

                                     Change Management
                                                                                                                                                                    Service Catalog


                                                           Improved Risk Assessment
        Service Component




                                                                                                                                                                                      Service Component
          Relationships




                                                                                                 Conf iguration
                                                                                                   Updates




                                                                                                                                                                                             Items
                                     u c
                                    Q i kTi m e™ an da
                                       dec om pr es sor
                                          o       h s c u e
                            ar e ne ede d t s ee t i p i t r .




                                                                                                                                   c
                                                                                                                              Q u i k Ti m e ™ a n d a
                                                                                                                                 d e c o mp r e s s o r
                                                                                                                     a re n e e d e d t s e e t i s p i tu re .
                                                                                                                                       o        h       c
                                                                                                                                                                  Reconciliation
                            Service & CI Relationships
                                                                                         Configuration
                                                                                         Management


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                ITS Change Management Initiative




              What is Change
               Management?


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                            ITS Change Management Initiative


     ITIL Definition of Change Management

                                                        Planning
                                      Request       •   Change
                                                        Objectives
   A standard methodology for                       •   Prioritization:
      the control of change          Planning           Impact vs.
                                                        Urgency
     achieved by requesting,         Approval
                                                    •   Risk Assessment
                                                    •   Rollback Plan
      categorizing, planning                        •   Communication
                                                        Planning
   ,scheduling, implementing,      Implementation   •   Pre-Change
                                                        Testing
  and reviewing changes to the
                                      Review
         IT infrastructure.




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              Change Management
                     Goals


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                     ITS Change Management Initiative


     Change Management Goals

  •Decrease Unplanned Service Outages
  •Increase Communications Internally and & Externally
  •Develop Consistent Processes to Manage Change across ITS
  •Develop a Forward Schedule of Changes (FSC)
  •Continual Process Improvement through KPI Metrics Reporting




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                  ITS Change Management Initiative




              What is a Service?



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                        ITS Change Management Initiative


     Service Definition
     A service is a means of delivering value to a customer by
     facilitating outcomes customers want to achieve without
     ownership of specific costs and risks. – ITIL Service Design

     An IT Service is constructed from a combination of IT
     assets:
     •Infrastructure
     •Applications
     •Data
     •People

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                                   ITS Change Management Initiative



     Services                             Network
                                                                  AFS
                      Oracle
                     Database                                             Desktop
                                                                          Support
                                                                          Services
                                            ARS
                Sun                       Application
              Hardware                     Server
                                                                     LDAP

             CC
          Monitoring                                    Web Server
           Service              RFS                      Apache/
                                                         Tomcat

              Service Dependencies: Why Changes Affect more than you think.
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                  ITS Change Management Initiative




              What is a Change?



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                                ITS Change Management Initiative


     What is a Change?
              All changes to a CI from a known to unknown state that could
                    impact the customer including any of the following:

 •Hardware*: Installation, modification, removal or relocation of equipment used to support a
 service, excluding pc, peripherals and mobile devices.
 •Software*: Installation, patching, upgrading or removal of software products including
 operating systems, access methods, databases, commercial applications and internally
 developed packages and utilities on hardware excluding pc’s, peripherals and mobile devices.
 •Application: Application changes moving to production as well as integration of new and
 removal of old application components.
 •Schedule Changes: Requests for creation, revision, or deletion to job schedules, back-up
 schedules or other regularly scheduled jobs managed by ITS.




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              ITS Change Management Initiative




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                            ITS Change Management Initiative
        Service Component
          Relationships




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              ITS Change Management Initiative


              5 Minute Break




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                               ITS Change Management Initiative




       Change Name: Descriptive name given to a change. A best-practice in
      choosing a name would include the Service affected and a specific component
      being changed. [Ex: Remedy Change Plan Enhancement: Priority & Priority
      Weight Deployment ]
      Change Date: The Date the proposed change is to be implemented. Do not
      type in a date. Please select the menu to the right of the field to select a date
      using the calendar.
      Change Time: The Time the proposed change is to be implemented.




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                 ITS Change Management Initiative


     Schedule of Changes

                                     Change Plan Calendar
                           The Change Plan Calendar can assist you in
                           choosing an appropriate Change Date for your
                           request. After selecting the Change Date field,
                           select the View Calendar button from the left
                           side of the application window. The Change
                           Plan Calendar will open, displaying any Change
                           Plans currently scheduled for the date you have
                           chosen. You can refine your search by choosing
                           alternate Beginning/Ending Dates and Status
                           values and selecting the Search button.




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                                             ITS Change Management Initiative




   Change Plan Status: This field enforces automation workflow when working on a change. The following values are available:
   Pending: The default status when submitting a new CP. Pending indicates that the CP has not been approved by all approvers including
   the CRT.
   On Hold: Places a change request in a Hold state. By placing a Change Plan On Hold, the CP is not being worked on and may be
   waiting for additional resources or other changes with higher Priority values.
   More Information: Additional information has been requested by the approver to make an informed decision about approving the
   Change Plan.
   Rejected: This status is set when an approver rejects the Change Plan. Scheduling conflicts, resource limitations, etc may cause a
   Change Plan to be rejected.
   Approved: This status is automatically set when all approvers, including the CRT approvals are met for a Change Plan. After a CP has
   a Change Plan Status of Approved, the Change Notice can be sent from within the application, although a Change Notice may be sent at
   anytime after a new Change Plan is submitted.
   Completed: This status indicated that the change indicated within the CP has been implemented. Status can be set automatically when
   submitting a FOLLOWUP Change Notice within the CP application
   Closed: After a CP has not been modified for 7 days, the Change Plan Status will be automatically changed from Completed to Closed.
   This value is not available to users as an option.



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                   ITS Change Management Initiative


              Impact + Urgency = Priority
                               Impact: A measure of the effect
                               the change is having or might
                               have on IT services consumed by
                               faculty, staff, and students at the
                               university.




                               Urgency: A measure of how time-
                               sensitive the change is to affect IT
                               services consumed by faculty, staff, and
                               students at the university. The Urgency
                               reflects the time available for repair or
                               avoidance before the impact is felt.




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                                          ITS Change Management Initiative


     Priority & Priority Score Matrix
                                   Impact + Urgency = Priority Matrix
                   Impact         Impact Wt       Urgency    Urgency Wt       Priority    Priority Wt
              4 Minor         0               4 Low         0             Low            0
              4 Minor         0               3 Medium      10            Medium         10
              4 Minor         0               2 High        15            Medium         15
              4 Minor         0               1 Critical    20            High           20
              3 Moderate      3               4 Low         0             Low            3
              3 Moderate      3               3 Medium      10            Medium         13
              3 Moderate      3               2 High        15            High           18
              3 Moderate      3               1 Critical    20            High           23
              2 Significant   5               4 Low         0             Low            5
              2 Significant   5               3 Medium      10            Medium         15
              2 Significant   5               2 High        15            High           20
              2 Significant   5               1 Critical    20            Critical       25
              1 Extensive     9               4 Low         0             Low            9
              1 Extensive     9               3 Medium      10            High           19
              1 Extensive     9               2 High        15            Critical       24
              1 Extensive     9               1 Critical    20            Critical       29



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                                    ITS Change Management Initiative


                Priority                                      Priority Definition
              Critical     •Involves ITS resources from multiple ITS divisions
                           •Critical complexity requiring technical coordination from multiple groups
                           •Critical risk to system availability
                           •Complex implementation and back-out, back-out likely to extend implementation window
                           •Postponing implementation will place the organization at significant risk
                           •Potential high impact to the SLA

              High         •Involves ITS resources from more than two group or crosses ITS divisions
                           •High complexity requiring technical coordination from multiple groups
                           •High risk to system availability
                           •Complex implementation and back-out, back-out likely to extend implementation window
                           •Potential high impact to the SLA


              Medium       •Involves IT resources from more than one ITS group
                           •Significant complexity requiring technical coordination from one or more groups
                           •Moderate risk to system availability during business hours or outage in non-bus. Hrs
                           •Some complexity to implement and back-out won’t extend implementation window
                           •Affect application, data or server security
                           •Impacts SLA

              Low          •Involves IT resources from one group within the same ITS division
                           •Low complexity and no technical coordination required
                           •Low risk to service availability, especially outside of business hours
                           •Easy implementation and minimal back-out required
                           •No impact to SLA
                           •Usually documented as a Standard Operating Procedure (SOP)




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                                            ITS Change Management Initiative



                Priority                                ITS Global Approval Threshold
              Critical             •Requires CAB Approval
                                   •AVC Level Approval Required
                                   •Manager Level Approval Required
                                   •Technical Peer Review Required
                                   •Dependent Service Owner Approval Required

              High                 •Requires CAB Approval
                                   •AVC Level Approval Required
                                   •Manager Level Approval Required
                                   •Technical Peer Review Required
                                   •Dependent Service Owner Approval Required

              Medium               •May not require CAB Approval
                                   •Manager Level Approval Required
                                   •Technical Peer Review Required
                                   •Dependent Service Owners Approval May be Required

              Low*                 •No CAP Approval required
                                   •May require Technical Peer Review
              (Standard)           •No Dependent Service Owner Approval Required
                                   •Reserved for Standard, Pre-Approved Changes

               * Standard Changes must be defined within each organization before this change can be implemented without CAB or
                                                            Peer/Mgmt Approval.




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                                    ITS Change Management Initiative


     Change Plan People



              Change Owner: The individual responsible for implementing a change. The Change Plan
              defaults to the user opening the Change Plan as the Change Owner.
              Change Requester: The individual asking for the change. Every Planned Approvers:
              Change Plan defaults to include a Change Review Team (CRT) approval. This body has
              yet to be formed, but the intent is to make this approval visible through the change
              process to be incorporated at a later date. Division approvals are also included within this
              process and must meet with all approvals prior to a change being implemented.
              Personnel Involved: All of the IT professionals involved with the success of the change.
              Think of this field as your rolodex. If management needed to know who to contact about
              details for a particular change, this field would contain the appropriate contacts.
              Stakeholders: Consumers of the IT service being affected by the change. This field may
              contain broad values such as all faculty, staff and students or more specific groups or
              individuals


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                                               ITS Change Management Initiative


      Change Plan Detail




  Services Affected: This field should contain a listing of the high-level services, specific hardware, applications, databases and other core
  components being affected by the change.
  Objective: This field should contain a detail account of what will be accomplished from the implementation of the change. Be as detailed as
  possible, because your Change Plans will have visibility across the organization. Management approvals, CTS approvals, ServiceDesk and
  Security will all be tasked with evaluating your change , approving changes and prioritizing the change against many other changes
  proposed within ITS. The change process can grind to a halt if there are questions about exactly what is being changed.
  Prerequisites: What preparations must be undertaken to begin the planning and execution process.
  Communication Requirements: This step is key in promoting a culture change within ITS. Nearly all change affects our customers in
  some fashion whether we realize it or not. Many services are interdependent and can have a cascading effect if a change is made without
  properly communicating the change across an organization that manages centralized services. The Change Plan automatically notifies the
  ServiceDesk (IT Response Center) and Security for all planned changes. Change Notices can be sent from within the Change Plan notifying
  the campus community. List a detailed description of who has been communicated with and how?



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                                                     ITS Change Management Initiative


      Change Plan Detail


 Pre-Change Testing
 Successf ul testing plans should be completed for all High and Critical Priority changes. Failure to properly test and verif y a change can have an immediate
 and potentially negative impact on our customers. A best-practice f or Pre-Change Testing would include a checklist of all possible scenarios which the
 customer would likely f ace af ter the change was implemented and what the intended results should be f or a given change.
 Change Procedure
 Change Procedure is best def ined as a list of the steps to accomplish a change. Sometimes detailed procedures may require an attached document to be
 saved in the place of typing out a list within the f ield. Simply ref erence the Attachment f ield below if you r procedure is documented in an attachment.
 Risk Assessment
                                                                                                                                     r
 Proper Risk Assessment is part of any change within the IT environment. Potential risks to service levels and impacts to othe related services must be
 taken into account prior to implementing any change. Secondarily, every Change Plan must include a rollback plan in the event that the change f ails. This
 should include all steps required to return the conf iguration item back to a pre-change known state, thus restoring the service.
 Successf ul testing plans should be completed for all High and Critical Priority changes. Failure to properly test and verif y a change can have an immediate
 and potentially negative impact on our customers. A best-practice f or Pre-Change Testing would include a checklist of all possible scenarios which the
 customer would likely f ace af ter the change was implemented and what the intended results should be f or a given change.
 Post-Change Testing
 . A best-practice f or Post-Change Testing would include a checklist of all possible scenarios which the customer would likely f ace af ter the change was
 implemented and what the intended results should be f or a given change.




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                                                     ITS Change Management Initiative


      Change Log & Attachments




 Change Log
 The Change Log f ield is a secure diary f ield similar to the WorkLog in the UNC Request f or Service. This f ield will always display a timestamp along with
 the Onyen of the person who added the entry. Email communications and other changes to the Change Plan are added as entries in the Change Log
 along with all Approval inf ormation.
 Attachments
 The ITS Change Plan includes the ability to attach up to 3 f iles, 1mb in size. Within the Windows client, to add an attachment, right-click within the
 Attachment f ield. Select Add to browse your computer f or a f ile to add. Always save your request to add the f ile to an existing Change Plan. For MidTier
 users, select the Add button browse your computer to add a f ile. The Attachments label above the f ield will be displayed inRed to indicate there are stored
 attachments.




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                  ITS Change Management Initiative


     Finding Your Changes & Approvals

                    MyChange Plans
                    This flashboard graph will display all active
                    Unplanned and Planned Changes by Status.
                    Rollover each graph to view the number and
                    Status of Change Plans where you are the Change
                    Owner. Click on a column to view the actual
                    changes and make updates.
                    MyApprovals
                    This Flashboard graph will display all active
                    Change Plan Approvals where you are the
                    approver by Status. Click on a column to view the
                    approvals and make updates.




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                  ITS Change Management Initiative


     Need Help or Have a Suggestion?
                                       Change Plan Feedback
                                The Change Plan incorporates a
                                simple feedback mechanism to allow
                                users to ask questions or make
                                suggestions on future enhancements
                                to the application. Select the Submit
                                Feedback button from the lower left
                                side of the application window. A
                                Change Plan Feedback window will
                                open allowing you to provide your
                                feedback. Feedback is submitted to
                                REMEDY-ADMIN in the form of an
                                RFS ticket that includes the specific
                                Change Plan associated with the
                                feedback and contact information from
                                the user.




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                                       ITS Change Management Initiative


     Templates
                      To use a template:
     •Highlight a Change Plan from the table. The
     application will load the specific information from
     the Change Plan below. Approvers, Personnel
     Involved and the Change Requester cannot be
     edited from this tab, but may be modified after
     selecting the Apply Template button. By default
     all values are checked to be used in the new
     change.
     •Uncheck any information that you do not want
     used in the new change
     •Modify any checked values that may need to be
     changed, such as the Change Name
     •Select the Apply Template button to use the
     information in your new Change Plan. The
     application will create the listed Personnel
     Involved, Change Requester and Approvers,
     including the creation of approval notifications
     that will be sent when the Change Plan is saved.
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                 ITS Change Management Initiative


     Approvals      CHANGE PLAN APPROVAL: Update to service monitor - update portal
                     poller to record elapsed time to database, Change Type: Planned,
                   Owner: John Godehn, Change Date: 08/05/08 00:00:00, Priority: Medium

                  John Godehn has requested your approval for the Change Plan listed below.

                  Change Plan : Update to service monitor - update portal poller to record elapsed
                  time to database requires your approval.
                  Change Plan #: 942
                  Change Date : 08/05/08 00:00:00
                  Change Time : 10:30:00
                  Priority       : Medium
                  Objective     : Update to service monitor - update portal poller to record elapsed
                  time to database

                  Action Required:
                  Please access your approval by selecting the Change Plan Approval URL below.
                  Login with your onyen & password. Select either the Approve, Reject* or More
                  Information* button to convey your response. *Completion of the Explanation field is
                  required to Reject or request More Information from the Change Owner. Key
                  information is displayed below the Change Plan Information banner. Select the 'View
                  Change Plan Details' button to access all information related to the change. Select
                  the Logout button to exit the approval.

                  Change Plan URL: :
                  https://remedy.unc.edu/arsys/forms/remedy.unc.edu/Change%20Plan%20Over
                  view?F536870997%3D942?536870945%3D%24Change%20Plan%20ID%24%20
                  %3D%20'Sys-Int-RequestID'

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                 ITS Change Management Initiative


     Approvals




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                                         ITS Change Management Initiative


     Approvals: More Information
       When a Change Plan is submitted, approval notifications are sent to all approvers. If a Change Plan
       approver is unsure about approving the request, they can request addition information by choosing
       the More Information button within the approval form. Providing a specific request to the Change
       Owner by completing the Explanation field and selecting More Information will email the Change
       Owner with the request.




               When the Change Owner selects the Change Plan URL within the email notification, they
                can access the Change Plan. The Change Plan Status is automatically updated to More
              Information. An Approval Dialog button will also become visible to allow the Change Owner
                          to view the request for more information and to provide a response.

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                  ITS Change Management Initiative


     Approval Dialog




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                   ITS Change Management Initiative


     Change
     Notices
     Submitted
     From the
     ITS
     Change Plan


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                  ITS Change Management Initiative


     Follow-up Change Notice Auto-Closure




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                   ITS Change Management Initiative


     Hands-On with the ITS Change Plan


      Login to the Remedy Client
      Open the Request for Service
      Change Your Primary Group to ITS-
          REMEDY-TRAINING
     Please let me know if you are unable to….

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              ITS Change Management Initiative




              Questions?



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              The END




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