Ppt on Change in Management by bxi20303

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									     Controlling a World of Chaos:
Change Management in Higher Education
             NERCOMP SIG
           November 12, 2008




                                        2
Agenda for Today

9:00-10:00    Introduction to Change Management
10:00-10:15   Break
10:15-11:45   Case Study: Implementing Change
              Management at Northeastern
11:45-12:45   Lunch
12:45-1:45    Panel Discussion – Overcoming Organizational
              Barriers to Change Management
1:45-2:00     Break
2:00-3:00     Break Out Session
                                                             3
Expectations for Today
• Ask questions at any point during the day
• Feel free to share your opinions and
  experiences on the topics being discussed
• Use the index cards to jot down discussion topics
  for our roundtable discussions at the end of the day
• The NU team will be capturing notes from today’s
  session that will be posted online after the workshop
• In consideration for other participants, please
  silence all electronic devices

                                                          4
Change Management
          An Introduction & Overview


              Beth-Anne Sullivan
Director, IT Project & Service Management Office
            Northeastern University



                                                   5
What is Change Management?

The process responsible for controlling the lifecycle of all
  changes (strategic, operational) in an IT environment




                                                                            6
           Source: ITIL Service Transition, Office of Government Commerce
Goal of Change Management
  The goal of change management is to “ensure that standardized
  methods and procedures are used for efficient and prompt
  handling of Changes, in order to minimize the impact of
  change-related incidents upon service quality and, consequently,
  improve the day-to-day operations of the organization”




                                                                            7
           Source: ITIL Service Transition, Office of Government Commerce
Key Benefits of Change Management
• Reduces Process Inconsistencies
• Strengthens Communication & Visibility of
  Changes within IS Environment
• Focuses on Business Needs & Impact
• Reduces the Number of Failed Changes and
  Rework
• Facilitates Delivery and Planning of Prompt
  Changes
• Assesses Risks- quality, time, cost, etc
• Enables Prioritization of Change Proposals
                                                                          8
         Source: ITIL Service Transition, Office of Government Commerce
ABC’s of Change Management
Standard Change
    A pre-approved change (through CAB) that is low
    risk, relatively common and has an accepted and
    established procedure for implementing the change
Normal Change
    Change that must go through assessment,
    authorization, CAB approval and scheduling before
    implementation
Emergency Change
    Change that must be introduced as soon as possible,
    but not as a response to a service down incident
                                                                           9
          Source: ITIL Service Transition, Office of Government Commerce
ABC’s of Change Management
RFC – Request For Change
    A formal proposal/request for a change to be made,
    including details of the proposed change and
    identified risks
CAB – Change Advisory Board
    A group of selected representatives from all groups
    within IS who assess, approve, prioritize and schedule
    changes
eCAB – Emergency CAB
    A selected panel of IS Directors who make decisions
    about high impact emergency changes
                                                                            10
           Source: ITIL Service Transition, Office of Government Commerce
ABC’s of Change Management
FSC – Forward Schedule of Changes
    Central calendar listing all approved Changes and
    their planned implementation dates (and outage
    times)
Service Change
    The addition, modification or removal of authorized,
    planned or supported service or service component
    and its associated documentation.




                                                                            11
           Source: ITIL Service Transition, Office of Government Commerce
ITIL Change Management Process
                                 • Create the Request for Change
  Raise & Record                 • Log the change

                                 • Initial “gut check”- check for completeness, repeat RFCs,
     Review                        practicality


                                 • Review impact (resource, risk, timing, dependencies)
      Assess                     • Allocate priority & confirm remediation plan

                                 • Approve or reject the proposed change
    Authorize                    • Communicate decision & schedule


    Coordinate                   • Assign resources & implement the authorized change
  Implementation                 • Ensure change is tested

                                 • Verify change was completed as planned (PIR)
  Review & Close                 • Close out the change record
                                                                                               12
               Source: ITIL Service Transition, Office of Government Commerce
7 R’s of Raising a Change

 Raised           Reason                    Return                     Risks


           Resources                        Responsibility


                        Relationships

                                                                               13


          Source: ITIL Service Transition, Office of Government Commerce
Assessing a Proposed Change
        Risk                  Return




                                       14
Change Advisory Board

Purpose: exists to support the authorization of
 changes and assist in the assessment and
 prioritization of changes.

Makeup: varies by organization, but generally
 includes those who understand and can
 represent stakeholder needs.



                                                                          15
         Source: ITIL Service Transition, Office of Government Commerce
Roles & Responsibilities




                                                                        16
       Source: ITIL Service Transition, Office of Government Commerce
Measuring Your Success- KPIs
                Compliant         Type of Changes
150
                                    Submitted Stand
                                                                  ard
                                  54            38
100
                                                                  Norm
          138                2                                    al
 50                         36
                   64


            Non-Compliant
      Compliant
                                                 192




                                          Number of RFCs
                                            Rolled Back
                                 20     16
                                 15
                                 10
                                                       5
                                  5                           1

                                       1 Time    2 Times   3 Times      4 Times   5 Times

                                                                                            17
Sharpen Your Pencils…
1. What is the difference between a normal and a
   standard change?
2. Who maintains the Forward Schedule of
   Changes?
3. What are 3 metrics that you can use to evaluate
   the effectiveness of your change management
   program?


                                                     18
Sharpen Your Pencils…
4. Why would you use eCAB instead of the normal
   CAB process?
5. What are the 7 R’s that need to be covered when
   raising a change request.
6. What are the 5 steps in the normal change
   management process?

                  Did you pass?
                                                     19
Learning More About Change
Management
• ITIL: Service Transition Book

• MOF Change & Configuration Service
  Management Function (SMF)

• CMMI-SVC Change Management




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