Change Process Training Ver 01

8/8/2019 Change Process Training Ver 01

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Change Management

Process


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Agenda

Change Management Process

Roles & responsibilities of individuals involved in change

management

Challenges you may face in Change Management

May 2009 Change Management Training 2

ow o overcome e pro ems an wor owar simprovement of Change adherence


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Change


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Change

What is Change?

Any installation or alteration in

Hardware System

Application software

Configuration


which adds to, deletes from, or modifies theservice delivery environment or its attached

network is termed as Change.


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Change

We GMC are responsible for adhering to changemanagement process for: Hardware level changes in Routers / Switches / Firewalls

Software changes in Routers / Switches / Firewalls Changes in LAN

Any changes in applications, directly being managed by us.


Objective Implement changes within agreed time frame

Minimize the duration and impact of any service outages

associated with a change Address root cause of change failure


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Roles


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Roles

Change Requester

Field Support Team

Change Authorizer

Helpdesk or Service desk Team

Change Controller

Change Approver


Change Implementer


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Responsibilities


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Change Requester

Any individual either Customer, IBM-GMC or 3rd party vendorsmay initiate a change request, but the same has to be authorizedby authoriser (SPOC) before sending to GMC.

A Change Requester owns a change request from the time arequest is raised to its final closure.

A Change Requester will perform business and technicalassessments in order to set the category / schedule of the change.


A Change Requester will raise the change request and will alsoensure that the change request is approved.

A Change Requester will provide required inputs or any additionalinformation to change implementer for planning the change.

A Change Requester will verify & confirm the change success afterit has been implemented by implementer.


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Field Support Team

Support team will provide inputs to implementer, Authorizerfor implementation plan and impact analysis.

Support team will confirm the equipment readiness and

availability of required capacity at site.

Support team will be available at site during the activity.

Support team will facilitate the change implementation and will


e prepare or ac -ou .

Support team will assist in getting the confirmation fromrequester, post change.

Support team will compile location specific change

management data, tracked for monitoring quality of changes.


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Change Authorizer

Change Authorizer is the person who will authorize the change request initiatedby the change requester.

Change Authorizer will send the RFC to GMC Helpdesk.

Change Authorizer will follow up with customer / approver to ensure timelyapprovals and also will obtain downtime approvals

Change Authorizer will ensure the Expected Implementation Date / Timeadheres to Green Window (00 hrs to 06 hrs everyday for Major & Mediumchanges) & expected TAT.


Change Authorizer will coordinate with CRB members for approval foremergency changes.

Feedback & monitoring Change Authorizer will confirm the success of change implementation to

GMC.

Change Authorizer will ensure a tracker for monitoring quality of changerequests is maintained. They will ensure correctness of data & share with PMon fortnightly basis.


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Helpdesk

Helpdesk will register the RFC in Service desk

Helpdesk will send the notification of the ticket details to the requestorin 30 mins as per communication plan

Helpdesk will assign the change ticket to respective group in absenceof Change controller.

Helpdesk will publish SMS for scheduled Medium & Major changes.


Helpdesk will follow the ticket till closure & will make sure that ticketnotes are up-to-date.

Helpdesk will report the discrepancy, if any


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Change Controller

Change Controller is the owner of the overall change process and has the final authority toaccept / reject the change

Change Controller is the primary interface into the change process and representscustomers interests and IBM needs to meet service commitments.

Change Controller owns the responsibility for the adequacy & accuracy of accepting &registering a RFC and handling notifications / communications, executed by Help Desk.

Change Controller will monitor the change request for impact analysis, correct criticalityand validate that the change request has been assigned to the correct ChangeImplementer's.


Change Controller will identify and resolve schedule conflicts, also decides if the changerequest requires assessment and further approval from other stake holders.

Change Controller will provide a final go-ahead to change implementers for executing thechange.

Change Controller will coordinate and participate in the Change Review Meeting and trackthe process health.

Change Controller will lead the CRB and present all the planned changes. Facilitate theparticipation of right people in the change process


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Change Approver

Change Approver will evaluate/assess the risk or impact level of thechange on IT production environment, which is provided by the ChangeRequester.

Change Approver will decide whether the change can be implementedas scheduled or need to be deferred/ cancelled. i.e. gives formalapproval / rejection of the change.

Change Approvers role will be played by the Customer, who in turn will


.

Change Approver will give the technical go-ahead for Medium & Minorcategory changes, for the implementation plan from GMC L3/L2.

Change Approver will participate in the CRB for Major categorychanges of their respective location.


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Change Implementer

The Change Implementer identifies and provides the technical skill and resources toplan, control, and execute the change on a day-to-day basis.

Change implementer will prepare implementation plan (L3 for Major, Medium andpreauthorized Changes and L2 for Minor changes) and email to stakeholders as percommunication plan.

Change implementer will execute the change as per plan and update the ticket statuspost execution (L2).

Change implementer will send the closure email, notifying affected parties whether thechange was successful or unsuccessful and get confirmation from requestor afterimplementation (L2).


Change implementer will update the configuration database if any configurationinformation changes.

While executing a change, if the implementation overruns the approved downtime: Back out Perform the required activities & reschedule the change Cannot be backed out and additional downtime required log as an incident, take

approval for additional downtime from change requester, authorizer & approver andcomplete the change

Cannot be backed out and no downtime required complete the change and record theadditional time taken while closing the change ticket


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Process Steps


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Change Process Flow



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Major Changes



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Major Changes

Template to be used

Expected TAT Time taken to prepare implementation plan after receivingauthorized request ownership with Netsol (GMC) 2 working

daysTime taken to obtain approval on implementation plan &downtime approval ownership with Customer

Time taken to execute the change after receiving approvals onChange Plan ownership with Netsol (GMC) 4 working days

RFC Template


an s approve n , act v ty w n ow w t ownt me

approval is finalized during CRB discussion)

ImplementationPlan prepared by

GMC L3

Final ApprovingAuthority

CRB held on every Friday

Remarks


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Medium & Minor Changes



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Medium & Minor Changes

Template to be used

Expected TAT Time taken to prepare implementation plan after receivingauthorized request ownership with Netsol (GMC) 12 working

hrs for medium changes & 8 hrs for minor changesTime taken to obtain approval on implementation plan &downtime approval ownership with Customer

Time taken to execute the change after receiving approvals onChange Plan ownership with Netsol (GMC) 12 working hrs

RFC Template


or me um c anges rs or m nor c anges


Medium Changes GMC L3

Minor Changes GMC L2


Bharti Location SPOCs

Remarks


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Emergency Changes



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Emergency Changes

Template to be used

Expected TAT NA


Team assembled by Change Manager


CRB emergency meeting convened over conference call

RFC Template


Remarks Only changes required to resolve incidents will be treated asemergency changes.

Nokia/Ericsson Location SPOCs to send RFC followed up by aphone call to GMC.

After change implementation plan is prepared, Location SPOCswill arrange a conference call with CRB members & obtainapproval.

Change Manger to ensure that all required documentation iscompleted within 24 hrs of change implementation.


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Preauthorized Changes

GMC L3

Start1. Prepare ChangePlan (Sheet 1 of Pre

Authorized RFC)

CRB 4. ApproveChange Plan?

Change

Manager

2. Share Plan withChange Manager

3. Present ChangePlan in CRB

15. Follow CRBRecommendations

5. Share Plan withNokia/Ericsson &IBM Site SPOCs

No Yes


GMC

Implementer

GMC Helpdesk

End

Nokia/Ericsson

Location SPOCs

6. Obtain RequiredDowntime Approvals

7. Fill Sheet 2 of PreAuthorized RFC

9. Send to GMCHelpdesk

10. Register RFC &Notify Location

SPOC

11. Assign to WorkQueue

12. ImplementChange & Update

Ticket13. Send Updates

14. ConfirmChange Success


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Preauthorized Changes

Template to be used

Expected TAT Time taken to execute the change after receiving (downtime)approvals on Change Plan ownership with Netsol (GMC)

Major preauthorized 2 working daysMinor preauthorized 6 hrs

ImplementationPlan re ared b

GMC L3

RFC -Preauthorized



CRB

Remarks Change Manager will circulate all approved preauthorizedrequests (1st sheet of attached template) to all Location SPOCs

Location SPOCs to fill the 2nd

sheet of the template (on needbasis) and share with GMC Helpdesk


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Measurements



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Control Points



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Change Urgency



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Change Category



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TAT

Turn around time

The turn around time is calculated from the time thechange request is submitted, to the scheduledimplementation time.

TAT is used to ensure adequate assessment and


.

TAT


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CRB

In Change Review Board Meeting Review and approve major and preauthorized change

requests.

Review all emergency changes implemented since the lastCRB meeting

Conduct post-implementation review of all major changescarried out since last CRB meeting.


Discuss unauthorized changes, if any, since last CRBmeeting.

CRB Meeting is held once a week.

Emergency CRB can be called by the CRB chairperson orCRB member if a change needs to be implemented inBlackout zone or Change Freeze period.


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Change Window

Change window is used as a tool for approving implementationdate & time for various changes.

Green ZoneAll major & medium planned changes should be implemented only

during the green Zone.00 hrs to 06 hrs everyday.

Blackout Zone


.

exceptions need CRB members approval.

Change FreezeChange freeze can be declared during periods, when resourceunavailability is foreseen. Examples of such periods can be festivalperiod etc.

Any change implementation during this period (includingemergency, unscheduled and preauthorized) requires approval ofCRB members.


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Challenges in Current Change Process

Quite a few changes resulting in unexpected incidents

Changes exceeding the approved downtime

Turnaround time for implementing changes perceived to

be higher than desired Change related communication & related preparedness

not very effective

Partici ation of all ke stakeholders not as re uired


No feedback being captured from requesters wrt qualityof implementation / communication

Process for Emergency Change is not followed properly

No role clarity on who is supposed to do what wrt

change management process


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How Do We Improve Adherence

Understand the roles & responsibilities of our self & ofdifferent teams wrt Change Management Location SPOCs Field Support

IBM GMC Team Central SPOCs of Bharti, Nokia/Ericsson, IBM

Review and strengthen change management process for


Monitor adherence to revised change managementprocess and its controls

Build-in continuous feedback mechanism from change

requesters

Team to be aware & confident of Change Process


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Abbreviation & Definition

SD : Service Desk

HD : Help Desk

RFC : Request For Change PCR : Policy Change Request

PM : Project Manager


TAT : Turn Around Time CRB : Change Review Board


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Feedback Time..

Training FeedbackForm

Please fill the attached sheet and send [email protected]


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Thank You!!

Documents

Change Process Training Ver 01