Category:Change Management

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The ITIL Map

Define a vision for your IT organisation that is aligned with the Business.Control your IT expenses!Ensure correct handling of future expectations and requirements.Provide assurance of IT services.Ensure agreement with your customer on services.Guarantee an up to date service menu.Ensure the correct capacity of your services.Ensure the correct avalability of your services.Plan for the unexpected.Ensure appropriate security for your services.Control who delivers to us.Reply to user requests in a service minded manner.Solve the unexpected in the daily operations!Detect and sort activities in your IT infrastructure.Ensure correct access to your services.Fix the unexpected in the daily operations.Reduce mistakes affecting Business.Control the changes to the IT infrastructure.Predicted performance vs. Actual performance.Change services without unexpected downtime.Assure that your service does what is intended.Keep the knowledge in your company!Keep track of how your services are interconnected.Know how to measure your services.Ensure correct analysis of your services.Standstill = Decline!Friendly and helpful single point of contact for your users.Contract between you and your customers.
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A key process in the Service Transition life cycle phase.

Example of Change Management flow chart


Contents

Goals & Objectives

To respond to change requests and ensure all changes are managed in a controlled manner.

Terminology

  • CI - Configuration items are controlled, measured, manged by configuration management
  • CMDB - Configuration Management Database stores all managed information on all defined CIs
  • RfC - Request for change can be sent by anybody
  • Standard Change - Pre-authorized change in that it has gone through change management process at least once
  • Emergency change - Change needed ASAP
  • Normal Change - All changes that are not standard or emergency.
  • CAB - Change Advisory Board is an advisory organ to the Change Manager
  • ECAB - Emergency Change Advosory Board gives advice ASAP to assist the Change Manager
  • Remediation Plan - A rollback/fallback plan after a change
  • Priority - Based on impact + urgency
  • PIR - Post Implementation Review evaluates changes
  • SC - Schedule of Change contains details for all approved changes

Roles

Scope

ITIL descibes changes as "the addition, modification or elimination of an authorized, planned or supporting service and its related documentation.

Activities

The activities of Change Management include but are not limited to:

  • Change planning & support
  • Change release scheduling
  • Change testing
  • Change remediation tests
  • Change reporting to CMDB
  • Change approvals and rejections
  • Assessing Change risks
  • Defining standard changes
  • PIR and CSI on all changes in all life cycle phases

A Change model should be implemented for the Change Management process. ITILv3 recommends a model based on the 7 Rs. With effective use of the model, all changes should increase value to the business.

  • Raised - Who raised it? Who wants to change something?
  • Reason - Whydoes somebody want to change something?
  • Return - What do we get back if we change something?
  • Risk - What are the risks involved?
  • Resources - What resources do we need to implement the change?
  • Responsible - Who is reponsible?
  • Relationship - What will the change affect?

The 7 Rs are a guide and should cover the full scope of the change, from planning to PIR.

Interfaces

Change Management may be triggered on all decision levels (Strategic, tactical, operational)

CSI always delivers SIPs to be handled within Change Management

Inputs/Outputs

Inputs

  • RfCs
  • Transition plans
  • Service windows, PSO (Projected Service Outages)
  • Supplier changes
  • Changes from Service Portfolio to Service Catalogue

Outputs

  • Approved/Rejected RfCs
  • Updated and/or changed services and /or service components

Value to the Business

No surprises regarding unplanned changes. Some changes may need to interrupt "service as normal" but Change Management is also responsible for increased value to business.

Implementation

Challenges to implementation

Tips for exam

  • You should know the 7 Rs, order doesnt matter
  • The 3 types of change
  • Purpose of CAB & ECAB
  • Priority is based on imapact + urgency
  • RfCs can come from anywhere

References and resources

Service Transition, OGC

Pages in category "Change Management"

The following 2 pages are in this category, out of 2 total.

C

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