Seminar 06A - Building and Improving IT Service Change Management (separate registration is required) (287317043)

8/20/2019 Seminar 06A - Building and Improving IT Service Change Management (separate registration is required) (287317043)

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Building and ImprovingIT Service Change Management

John Borwick



Who’s this guy, anyways?

John Borwick

University Libraries IT Services Director

and IT rocess consu!tant, "irginia Tech

# IT $anager since %&&'

# ITIL ()ert, *+*, -(IT certi.icates

areer goa!/ $ake eo!e’s !ives easier

through i$roved IT $anage$ent0



*re1con.erence survey# 2% o. 23 are bui!ding the rocess

# 4 o. 23 are i$roving the rocess

# 3 o. 23 have ITIL 5oundations cert

# 2 has ITIL ()ert cert

# 4 eo!e shared advice



Survey advice .or eo!e starting to

investigate IT service $anage$ent# It is i$erative to use a change $anage$ent rocess

i. you want to be an industry !eader0

# 6ou7!! see the bene.its short!y a.ter you i$!e$ent it

we!!, even though the .ee!ing o. i$$ediate s!ownessi$act conse8uence o. contro! $easures9

# Learn .ro$ others and !ook at best ractices0

# hange +anage$ent $ay see$ !ike a road b!ock to

$any eo!e0 The on!y way it wi!! work is i. everyonesees the bene.its that change $anage$ent adds to

the institution0



Su$$ari:ed recon.erence survey goa!s# Broad understanding o. the rocess

# ;ow to bui!d .ro$ scratch

# <eed to review rocess vs0 ITIL, eers, or best ractice

# ;ow to get a!! areas o. IT to articiate

# ;ow to better coordinate change across !ocations

# Understand higher ed vs0 $ore structured industries

# Bui!d vocabu!ary=ter$ino!ogy

# >ight1si:ed=aroriate rocess vs0 ITIL doctrine# +y tea$’s going to be doing change $anage$ent



Introductions# <a$e

# Institution

# Bui!ding vs0 i$roving change$anage$ent?

# nything to add to goa!s .or today?



genda

# Leve!1setting/ ITIL background

# -etting buy1in=suort

# *rocess triggers# hange $anage$ent in ractice,

activity by activity

# hange $anage$ent and otherrocesses

# @ther thoughts and review



Leve!1setting/ ITIL background



Why a$ I saying AIT service change

$anage$ent?

Other “change managements:”

# IT service change $anage$ent

# @rgani:ationa! change $anage$ent

# *roCect scoe change $anage$ent



The Service Li.ecyc!e

# Service Strategy

# Service Design

# Service Transition

# Service @eration

# ontinua! Service I$rove$ent



The Service Li.ecyc!e

# Service Strategy

# Service Design

# Service Transition

# Service @eration

# ontinua! Service I$rove$ent

IT ServiceChange

Management lives here



Thoughts?

AIT service change $anage$ent is the

driving rocess o. IT service

$anage$ent



IT service $anage$ent bene.its o.

IT service change $anage$ent

# &E o. outages caused by change

# &E o. +TT> sent trying to

deter$ine what changed

-ene Fi$, -eorge Sa..ord, and Fevin Behr, The Visible Ops

Handbook: Implementing ITIL in 4 Practical and Auditable

teps, >evised 5irst (dition edition GIT *rocess Institute,

Inc0, %&&'H0



Fey IT service change $anage$ent

takeaways .ro$ er!ice Transition

# A>e8uest .or change G>5H records

# hange $anager ro!e

# hange advisory board GBH

# hange ca!endar

# Tyes o. changes

Emergency changes

Latent changes

Pre-approved changes

Change models



See a!so# (DUUS( ITIL -

# itS+5 ;igher (ducation @I

# ITIL inter$ediate trainingG>" or Service TransitionH



-etting buy1in=suort



John B’s continuu$ o. rocess

ercetion

# Unnecessary evi!

# <ecessary evi!

# ;e!.u!

# Strategic asset



Stakeho!der identi.ication

Who are the stakeho!ders in IT service

change $anage$ent?



Leve!s o. suort

# ctive suorters

# ctive oonents

# *assive oonents



Stakeho!der ana!ysis

;ow can you win over these

stakeho!ders?

What do they !alue?





*rocess co$onents

Inputs Process

Activity AActivity BActivity C

Triggers

Outputs



What tyes o. things are Achanges in

your environ$ent?

What tyes o. things are not changes?



()a$!es o. co$$on Achanges that

$ay not re8uire docu$ented >5s/

# Service re8uests

# ccess re8uests

# ertain tyes o. re1arovedchanges



When is your change rocess

triggered?



hange $anage$ent in ractice,activity by activity



John B’s change $anage$ent activities

# reate and record >5

# >eview >5

# ssess and eva!uate >5# uthori:e >5 bui!d and test

# oordinate change bui!d and test

# uthori:e change de!oy$ent

# oordinate change de!oy$ent

# >eview and c!ose change record

# ($ergency change rocess



reate and record >5

# Where do >5s co$e .ro$?

# What is co!!ected?

# Where are you recording >5s?



reate and record >5

;ow do di..erent stakeho!ders create

>5s?





reate and record >5

What .ie!ds do you co!!ect?

# hange re8uester

# hange category

# >isk, i$act, and urgency

# Business urose# hange bui!der change i$!e$enter

# >e8uested start=end dates

# Su$$ary tit!e

K auto$atica!!y1generated/

# >5 ID

# reation date

# Status



reate and record >5

Where are you recording >5s?



reate and record >5

Where do you kee your back!og?

e0g0 >5s ket in ADra.t



reate and record >5

@ther tis=thoughts?



>eview >5

# Who’s doing this review?

# What are they reviewing?

> i >5



>eview >5

# heck that .ie!ds are accurate

# heck .or du!icates=si$i!ar >5s

> i >5



>eview >5

@ther tis=thoughts?



ssess and eva!uate >5

# What are the ru!es by change

c!assi.ication?

# What in.or$ation is needed .or anin.or$ed arova!?

d ! t >5




What are the ru!es .or the change

c!assi.ication?

# hange c!assi.ications

d ! t >5




What in.or$ation is needed .or an

in.or$ed arova!?

# hange risk=i$act

# *riority

d ! t >5




@ther tis=thoughts?



uthori:e >5 bui!d and test

# ;ow do you run a B?

# Who attends a B?

# Who aroves what?

th i >5 b i!d d t t




;ow do you run a B?

# B review dead!ine

# *er$anent $e$bers

# !ear change authority# genda $inutes

th i >5 b i!d d t t




Who attends a B?

# hange authority

# *er$anent $e$bers

# >51seci.ic attendees





Who aroves what?

# Low risk=i$act

Simple approval

# +ediu$ risk=i$act CAB ?

# ;igh risk=i$act

IT management board? or ITgovernance?





@ther tis=thoughts?



oordinate change bui!d and test

# What does the change $anage$ent

rocess care about in this ste?





What does the change $anage$ent

rocess care about in this ste?





@ther tis=thoughts?



uthori:e change de!oy$ent

# Who authori:es the change

de!oy$ent?

# ;ow does the change get schedu!ed?





Who authori:es the change

de!oy$ent?





;ow does the change get schedu!ed?





@ther tis=thoughts?



oordinate change de!oy$ent

# ;ow do eo!e .ind out about the

change?

# Who’s er.or$ing the work?# What’s the !an i. things go wrong?





;ow do eo!e .ind out about the

change?





Who’s er.or$ing the work?





What’s the !an i. things go wrong?





>eview and c!ose change record

# ;ow do you deter$ine how we!!

things went?

# ;ow do you Ac!ose the !oo toi$rove the change $anage$ent

rocess?





;ow do you deter$ine how we!! things

went?





;ow do you Ac!ose the !oo to i$rove

the change $anage$ent rocess?





@ther tis=thoughts?



($ergency change rocess

# When is so$ething considered an

Ae$ergency change?

# Who aroves e$ergency changes?# ;ow do you review=c!ose the !oo .or

e$ergency changes?





When is so$ething considered an

Ae$ergency change?





Who aroves e$ergency changes?





;ow do you review=c!ose the !oo .or

e$ergency changes?





@ther tis=thoughts?



hange $anage$ent connected toother rocesses



IT service change $anage$ent and

service re8uest $anage$ent

Service reqestcatalog

Enhancementreqest

!"C




roCect $anage$ent

IT Pro#ect $

!"C

!"C

!"C

Deliverable A

DeliverableBDeliverableC




so.tware deve!o$ent

!"C

Create and record !"C

!evie% !"CAssess&Evalate !"C

Athori'e !"C bild and testCoordinate change bild and test

Athori'e change deploymentCoordinate change deployment

!evie% and close change record

(ser story A

(ser story C

(ser story B




so.tware deve!o$ent

!"C

Create and record !"C

!evie% !"CAssess&Evalate !"C

Athori'e !"C bild and testCoordinate change bild and test

Athori'e change deploymentCoordinate change deployment

!evie% and close change record

)E* TESTPP!)

P!+)



@ther thoughts and review



What we ta!ked about

# Leve!1setting/ ITIL background

# -etting buy1in=suort

# *rocess triggers

# hange $anage$ent in ractice,

activity by activity

# hange $anage$ent and other

rocesses

@ther tis 8uestions or things to



@ther tis, 8uestions, or things to

share?



;e! Us I$rove and -row

Thank you .or articiating

in today’s session0

We’re very interested in your .eedback0 *!ease take

a $inute to .i!! out the session eva!uation .ound within

the con.erence $obi!e a, or the on!ine agenda0

Documents

Seminar 06A - Building and Improving IT Service Change Management (separate registration is required) (287317043)