Service Management for CERN

Change Management Acceptance Meeting

Geneva, 17.11.2011Jochen Beuttel

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Service Management for CERN

Change Management – Definitions

A “Change” means:

to transfer something from a defined state into another defined state

introduction, modification and retirement

A Change can be necessary to solve an Incident or to fulfill a Request

The Scope of Change Management covers:

all components relevant for providing a service

all changes related to a specific need of communication & planning

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Service Management for CERN

Change Management for IT

Change Management Process Stages:

New

Admission

Evaluation

Approval

Plan & Build

Test

Deployment

Review

Closed

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Change Management for IT

Change Management Process Stages & Change Types:

Accountable (Change Ticket)

Responsible (Change Task)

Uninvolved

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Change Management for IT

Change Management Change Types:

Normal

Standard

Fast

Urgent

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Service Management for CERN

Change Management for IT

Change Management Process Stages & Change Types:

Mandatory

Optional

Skipped

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Change Management for IT

Change Management Impact Classes & Priorities:

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Service Management for CERN

Change Management for IT

Change Management Roles:

Stakeholder

Requestor

Functional Manager

Change Coordinator

CAB

Change Builder (Test Coordinator)

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Change Management for IT

New:

Everybody with the ITIL User role assigned can be a Change Requestor. End-users, however, are excluded!

The Requestor is delivering the following information:

Personal data of requestor & Stakeholder

The affected Service Element, if applicable

The affected Functional Element, mandatory

Change details, including sense & benefits

The priority from his point of view

With saving the ticket it will be assigned to the group of Functional Service Managers responsible for the choosen Functional Element

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Change Management for IT

New:

With saving the ticket it will be assigned to the group of Functional Service Managers responsible for the chosen Functional Element.

Pre-authorised Standard Changes are offered to minimize bureaucracy for small, recurring Changes without loosing important information.

All following steps in a Standard Change are pre-defined.

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Service Management for CERN

Change Management for Snow

Admission:

The Functional Manager taking the ticket in hand is checking the information provided by the requestor and decides:

if the correct Functional Element was chosen

if additional information is necessary

if the ticket content should be changed

if the ticket is acceptable

If the ticket is not acceptable it will be closed with the closure code “Rejected”.

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Change Management for Snow

Admission:

If accepted the Functional Manager decides:

if the RFC should be separated in Sub-Changes

about the impact class

To decide about the impact class he can:

flag the ticket, if direct user impact (downtime) is expected

chose one of three available classes (Minor, Significant, Major)

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Change Management for Snow

Admission:

Than the Functional Manager decides about the Change type:

Urgent Change means, he is also approving the Change

Fast Change means to use a “short track”.

Normal Change means to go through the complete process.

Finally he allocates the ticket to a Change Coordinator (Group)

By saving the ticket it will be assigned to the Change Coordinator allocated.

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Change Management for Snow

Evaluation:

First, the Change Coordinator is checking and adjusting the ticket content if necessary.

In the case of a wrong assignment the ticket could be send back to the Functional Manager.

Depending on the affected Functional Element and the type of change different Evaluation tasks are necessary to compile.

The compiled Evaluation tasks are send out experts (Change Builder) to get there estimations.

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Change Management for Snow

Evaluation:

General Evaluation covers estimations about:

Costs

Risks

Benefits

Efforts

Possible implementation methods

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Change Management for Snow

Evaluation:

Communication Plan Evaluation covers estimations about:

Impacts

Affected Users

Affected Functional Elements

Affected Support Groups

The necessary communication

Best possible approvals

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Change Management for Snow

Evaluation:

Other Evaluation tasks are possible like:

Technical Specification

Tender preparation

Invitation to tender

Operational paper evaluation

Hardware sample evaluation

The specific need of every group has to be collected

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Change Management for Snow

Evaluation:

Reviewing the evaluation results the Change Coordinator decides:

if additional evaluations are necessary

if the impact class should be changed

which approval authorities should be involved

For defining the correct approval authorities a approval plan “on paper” will be produced and provided by IT.

The approvals are triggered by saving the ticket in the Process Status “Approval”

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Change Management for Snow

Approval:

What type of approvals are necessary and how they get organised will be defined by IT separately

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Change Management for Snow

Approval:

In the end, the Change Coordinator makes the final decision if the Change is approved or not, depending on the incoming approval results.

If approved he is scheduling the planned implementation.

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Change Management for Snow

Plan & Build, Test & Deployment:

The Change Coordinator is compiling all necessary tasks for Plan, Build, Test, Deployment and in some rare cases for Backout sequently.

They are send out to Change Builders and Test Coordinators.

After collecting task results he decides if the next step should be triggered.

For all tasks a due date can be defined.

In every task the information about the time spent for execution can be collected.

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Change Management for Snow

Plan & Build, Test & Deployment:

Depending on the affected Functional Element and the type of change different Tasks are necessary.

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Change Management for Snow

Plan & Build, Test & Deployment:

As a last step of this phase the Change Coordinator decides:

if re-work is necessary

if re-planning is necessary

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Change Management for Snow

Review:

The Change Coordinator is reviewing:

the correctness of the chosen impact class

the evaluation results

the communication plan (as part of the evaluation results)

to produce information for the Functional Manager, Change Builders and other Change Coordinators to learn and improve.

Necessary information will be released

Stakeholders and Requestors will be informed

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Change Management for Snow

Review:

Closing the ticket requires a closure code, like

Rejected – not accepted or authorized

Complete – succesful implementation

Incomplete – partial implementation

Failed – unsuccessful implementation

After Closure it is still possible to relate Incident tickets to the RFC to provide information used for a long time review.

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Change Management for Snow

Closed:

That’s it!

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Jochen Beuttel