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Managing ChangeImproving Operational Quality through p g p Q y g
Release and Change ManagementTim Golden, Principal ArchitectEnterprise Architecture & IT Governance
Denise MillerSr IT Quality Assurance AnalystEnterprise Architecture & IT Governance
McGuireWoods LLPSr. IT Quality Assurance Analyst
Hunton & Williams LLP
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My Firm: McGuireWoods LLP
900 Lawyers
19 Offices (US & Europe)
My Team: EA & IT Governance
Architecture Design / Review
Business Analysis
Balance of litigation, corporate, and finance work for clients in 25 industries
Project Management
Information Security
Q l ACentralized Infrastructure
Windows XP / Office 2003
WorkSite 8 5 (Matter Centric)
Quality Assurance
Release Management
Change ManagementWorkSite 8.5 (Matter Centric)
Elite (Windows / SQL)
SharePoint (Intranet) / eRoom
Configuration Management
IT Measures / Metrics
IT P li i / P d(Extranet) IT Policies / Procedures
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What Drives Change?#TECH7
Change at McGuireWoodsQ3 2010 Q2 2011Q3 2010 – Q2 2011
40 300 3,000 Projects Releases
,Changes
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IncidentIncidentManagement
Project Small ScaleProblem
ManagementManagement Development
Release Management
Change Management
Configuration ManagementConfiguration Management
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Building Your Process(es)
Start with people!
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Building Your Process(es)
Start with people!Then the process.
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Building Your Process(es)
Start with people!Then the process.
Fi ll t lFinally, tools.
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Rinse and repeat.
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Process Iteration at McGuireWoods2004 2008 2012
Change Change ChangChange v1.0
Change v2.0
Change v3.0 Change v4.0Change v5.0
QA v1.0 QA v2.0 QA v3.0QA
QA v1.0 QA v2.0 QA v3.0v4.0
Incident v1.0Incident
v2.0Incident
v3.0
Problem v1.0Problem
v2.0
RM RM RM
Configuration v1.0Configv2.0
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RMv1.0
RMv2.0
RMv3.0
Release Management Roles
Release ReleaseRelease Owner
Release Coordinator
Technical Lead
RM Committee
Test Lead
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Release Management
Wh / HWhat / Howt T k?to Track?
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Key Performance Indicators
are consistently measured…are consistently measured…are cheap to gather…are expressed as a cardinal number or
percentagepercentage…are expressed using at least one unit of
measure…are contextually specificy p
Jaquith, 2007#TECH7
What About Release Quality?
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Low drag QA processesLow drag QA processes
The After Action Review (AAR)The After Action Review (AAR)
CProjects Releases Individual Changes
��• 800+ Attorneys / 1800+ Users
���� y /• 19 offices across the US, Europe and Asia• Windows XP / Office 2003 ��• Windows 7 / Office 2010• Centralized DMS / Matter Centric Autonomy
/• iManage Autonomy DeskSite/ FileSite• HBR FastFolders / FastFiler• SharePoint (eHunt intranet)• SharePoint (eHunt intranet)• Client Workroom (extranet) / eRoom• Citrix VPN and Published ApplicationsCitrix VPN and Published Applications
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Process Progress
People
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rev-elationnoun–noun
1.the momentum that will move us into a new era -a time of renewed vigor and creativity; a time to look ahead with newfound knowledge and develop new strategies for SUCCESS.new strategies for SUCCESS.
2.the positive outlook; the shift in mindset that informs the creation and development ofinforms the creation and development of substantive content for ILTA 2011.
3.an opening of your mind’s eye to energy and innovation.
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rev-elationnoun–noun
1.the momentum that will move us into a new era -a time of renewed vigor and creativity; a time to look ahead with newfound knowledge and develop new strategies for SUCCESS.new strategies for SUCCESS.
2.the positive outlook; the shift in mindset that informs the creation and development ofinforms the creation and development of substantive content for ILTA 2011.
3.an opening of your mind’s eye to energy and innovation.
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Wh i it k t t t ki h ?When is it okay to stop tracking changes?
NeverNever
Never
Never
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H&W CCR Owner FeedbackH&W CCR Owner Feedback
“Over the years that I have been here I have seen the Over the years that I have been here I have seen the QA and Change Control go from a wishful thought to a working system. Before the change control process was in place it was like the wild, wild west. Everyone was running around doing their own thing. Even members of h h d h d i k i i h ll h the same group had a hard time keeping up with all the changes that just their group was making.”(H&W N t k A l t)(H&W Network Analyst)
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General Attitudes Toward ChangeGeneral Attitudes Toward Change
Our dilemma is that we hate change and love it at the same time; what we reallysame time; what we really want is for things to remain the same – but get better.
Sydney J. Harris,Chicago Journalist 1917-1986
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Technology Change ControlTechnology Change Control
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H&W Change Control DefinitionH&W Change Control Definition
“Any change that 1) has Any change that 1) has potential impact on one or more users; 2) disrupts a service; 3) changes a configuration; or 4) adds
h l or removes technology from the environment requires prior requires prior authorization from the Change Advisory Board”g y
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Goals of H&W IT Change ControlGoals of H&W IT Change Control
• Keep Accurate IT Systems RecordsKeep Accurate IT Systems Records• Constantly Improve
M A f• Minimize Potential End User Issues Arising from Technology Change
Lessons L d Continuous ImprovementLearned Co uous p ove e
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H&W IT Change Control HistoryH&W IT Change Control History
U d t d
Formal Quality
Updated Change Control Policy October 2010
Change Control Implemented September
Assurance April 2008
p2004
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H&W IT Quality AssuranceH&W IT Quality Assurance
Phase 1 Phase 2 Phase 3Test Plan & Phase 4 Phase 5
Request Entered
Requirements Agreed Upon
Test Plan & Test Script
DevelopmentTesting &
RemediationClose Out -
Review
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H&W IT QA SharePoint HomeH&W IT QA SharePoint Home
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H&W IT QA SharePointProject Web Page
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H&W IT Feedbackon QA Process
“Due to the great work of our QA team the quality of Due to the great work of our QA team the quality of our delivered products has gone up and the stress during projects has gone down.” (H&W Network Analyst)
“I have only good comments about the QA process.”(H&W Project Manager)
“QA was something that was sorely needed for years.” (H&W Network Analyst)
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H&W IT Change Control PolicyOctober 2010
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H&W IT Change Control PolicyOctober 2010
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H&W IT Change Control PolicyOctober 2010
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H&W IT Change ControlRequest Requirements
Roll back Plan
• “Justin Case”
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H&W CCR Owner FeedbackH&W CCR Owner Feedback
“CC is only as good as the people using it The CC is only as good as the people using it. The system we have is working well . . . I like that we include all groups across the IT team While we include all groups across the IT team. While we might not have a clear understanding of what everyone else does I think it's important that we everyone else does, I think it s important that we know about all changes to avoid overlaps and conflicts ”conflicts.(H&W Sr. Network Analyst)
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CCR ReviewersCCR Reviewers
Board and Peer
All Team Supervisors and
QA
Team SupervisorTeam Supervisor
Owner
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Communication MattersCommunication Matters
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H&W IT Change Control SharePoint Home
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Types of CCRsTypes of CCRs
Board Pre-Approved
Project Related
Magic Work Orders
Break-fix Walk-around
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Post Change – What’s Next?Post Change What s Next?
Complete the Complete the Puzzle!
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H&W CCR Owner FeedbackH&W CCR Owner Feedback
“With respect to CCR I think that we have a With respect to CCR, I think that we have a good, understandable process that is well-adhered to We have instilled a sense of adhered to. We have instilled a sense of ownership and accountability in system owners that was lacking There is and always will be that was lacking. There is, and always will be room for improvements, but overall I think CC is meeting our requirements ” meeting our requirements. (H&W Project Manager)
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Most Important Take-Away . . .Most Important Take Away . . .
Process Progress
People
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H&W CCR Owner FeedbackH&W CCR Owner Feedback
“The process is a huge improvement over the days when The process is a huge improvement over the days when things were done and no one knew about them or found out only when something went wrong or changed the way we operated. There are considerably fewer outages as the result of changes and those that do occur
h i d i d h h l i h are short in duration and have much less impact as the result of the review process and proper planning. I would never want to return to the days of “no change would never want to return to the days of no change control.” (H&W Sr. Network Analyst)(H&W Sr. Network Analyst)
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Change ControlChange Control
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ReferencesReferences
Jaquith Andrew (2007) Security metrics: Jaquith, Andrew. (2007). Security metrics: replacing fear, uncertainty, and doubt.
Klosterboer Larr (2009) Implementing ITIL Klosterboer, Larry. (2009). Implementing ITIL change and release management.S A ( 993) A fUS Army. (1993). A leader’s guide to after-action reviews. (TC 25-20)
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Reach Tim at:[email protected]@Tim_Golden on Twitter
Reach Denise at:Reach Denise at:[email protected]
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Thanks!Thanks!
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