ITS Change Management Initiative Change Management Overview
& Training The Remedy Team November - December, 2008
TechnologyProcess People Slide 2 its.unc.edu 2 Why Are We Here?
What is Change Management? Change Management Goals What is a
Service? Are Our Services Interdependent? What is a Change? How
Will We Track Change? Types of Changes - Distinct Process Flow for
Each ITS Change Plan Demo & Hands-On Next Steps Questions. ITS
Change Management Initiative Slide 3 its.unc.edu 3 ITS Change
Management Initiative Why Are We Here?? Slide 4 its.unc.edu 4 ITS
Change Management Initiative 3 ITS Initiatives Change Management
Configuration Management Service Catalog Slide 5 its.unc.edu 5 ITS
Change Management Initiative Incident Management Problem Management
Change Management Configuration Management Release Management
Service Desk Change Coordinator Training for ITS Change Plan
Service Support Service Delivery Service Level Management
Availability Management Capacity Management Svc Continuity
Management Financial Management Customers Documenting All Changes
Increased Communications Planning & Risk Assessment
Prioritization Change Approvals Continual Improvement Service
Catalog Configuration Management Define and documents all devices
provided by an organization Incorporates Service Level Requirements
detailed in SLAs between service providers and customers Includes
relevant CI information Identify, control, maintain and verify
Versions of Configuration Items Map the relationships between Cis
Support other Service Mgmt processes Accurate Impact Assessment for
CM Slide 6 its.unc.edu 6 ITS IT Service Management Initiative
Change Management Service Catalog Configuration Management
Customers Service Component Items Configuration Updates Service
Component Relationships Service Mgrs Change Management,
Configuration Management, Service Catalog Service & CI
Relationships Incident/Problem Mgmt Service Request Mgmt Improved
Risk Assessment Service Oriented Change Mgmt Reconciliation Slide 7
its.unc.edu 7 ITS Change Management Initiative What is Change
Management? Slide 8 its.unc.edu 8 ITS Change Management Initiative
ITIL Definition of Change Management A standard methodology for the
control of change achieved by requesting, categorizing,
planning,scheduling, implementing, and reviewing changes to the IT
infrastructure. Request Planning Approval Implementation Review
Planning Change Objectives Prioritization: Impact vs. Urgency Risk
Assessment Rollback Plan Communication Planning Pre-Change Testing
Slide 9 its.unc.edu 9 ITS Change Management Initiative Change
Management Goals Slide 10 its.unc.edu 10 ITS Change Management
Initiative Change Management Goals Decrease Unplanned Service
Outages Increase Communications Internally and & Externally
Develop Consistent Processes to Manage Change across ITS Develop a
Forward Schedule of Changes (FSC) Continual Process Improvement
through KPI Metrics Reporting Slide 11 its.unc.edu 11 ITS Change
Management Initiative What is a Service? Slide 12 its.unc.edu 12
ITS Change Management Initiative Service Definition A service is a
means of delivering value to a customer by facilitating outcomes
customers want to achieve without ownership of specific costs and
risks. ITIL Service Design An IT Service is constructed from a
combination of IT assets: Infrastructure Applications Data People
Slide 13 its.unc.edu 13 ITS Change Management Initiative ARS
Application Server AFS Network Sun Hardware LDAP Oracle Database
Web Server Apache/ Tomcat RFS Service Dependencies: Why Changes
Affect more than you think. CC Monitoring Service Services Desktop
Support Services Slide 14 its.unc.edu 14 ITS Change Management
Initiative What is a Change? Slide 15 its.unc.edu 15 ITS Change
Management Initiative What is a Change? Hardware*: Installation,
modification, removal or relocation of equipment used to support a
service, excluding pc, peripherals and mobile devices. Software*:
Installation, patching, upgrading or removal of software products
including operating systems, access methods, databases, commercial
applications and internally developed packages and utilities on
hardware excluding pcs, peripherals and mobile devices.
Application: Application changes moving to production as well as
integration of new and removal of old application components.
Schedule Changes: Requests for creation, revision, or deletion to
job schedules, back-up schedules or other regularly scheduled jobs
managed by ITS. All changes to a CI from a known to unknown state
that could impact the customer including any of the following:
Slide 16 its.unc.edu 16 ITS Change Management Initiative Slide 17
its.unc.edu 17 ITS Change Management Initiative Service Component
Relationships Slide 18 its.unc.edu 18 ITS Change Management
Initiative 5 Minute Break Slide 19 its.unc.edu 19 ITS Change
Management Initiative Change Name: Descriptive name given to a
change. A best-practice in choosing a name would include the
Service affected and a specific component being changed. [Ex:
Remedy Change Plan Enhancement: Priority & Priority Weight
Deployment ] Change Date: The Date the proposed change is to be
implemented. Do not type in a date. Please select the menu to the
right of the field to select a date using the calendar. Change
Time: The Time the proposed change is to be implemented. Slide 20
its.unc.edu 20 ITS Change Management Initiative Schedule of Changes
Change Plan Calendar The Change Plan Calendar can assist you in
choosing an appropriate Change Date for your request. After
selecting the Change Date field, select the View Calendar button
from the left side of the application window. The Change Plan
Calendar will open, displaying any Change Plans currently scheduled
for the date you have chosen. You can refine your search by
choosing alternate Beginning/Ending Dates and Status values and
selecting the Search button. Slide 21 its.unc.edu 21 ITS Change
Management Initiative Change Plan Status: This field enforces
automation workflow when working on a change. The following values
are available: Pending: The default status when submitting a new
CP. Pending indicates that the CP has not been approved by all
approvers including the CRT. On Hold: Places a change request in a
Hold state. By placing a Change Plan On Hold, the CP is not being
worked on and may be waiting for additional resources or other
changes with higher Priority values. More Information: Additional
information has been requested by the approver to make an informed
decision about approving the Change Plan. Rejected: This status is
set when an approver rejects the Change Plan. Scheduling conflicts,
resource limitations, etc may cause a Change Plan to be rejected.
Approved: This status is automatically set when all approvers,
including the CRT approvals are met for a Change Plan. After a CP
has a Change Plan Status of Approved, the Change Notice can be sent
from within the application, although a Change Notice may be sent
at anytime after a new Change Plan is submitted. Completed: This
status indicated that the change indicated within the CP has been
implemented. Status can be set automatically when submitting a
FOLLOWUP Change Notice within the CP application Closed: After a CP
has not been modified for 7 days, the Change Plan Status will be
automatically changed from Completed to Closed. This value is not
available to users as an option. Slide 22 its.unc.edu 22 ITS Change
Management Initiative Impact + Urgency = Priority Urgency: A
measure of how time- sensitive the change is to affect IT services
consumed by faculty, staff, and students at the university. The
Urgency reflects the time available for repair or avoidance before
the impact is felt. Impact: A measure of the effect the change is
having or might have on IT services consumed by faculty, staff, and
students at the university. Slide 23 its.unc.edu 23 ITS Change
Management Initiative Priority & Priority Score Matrix
ImpactImpact WtUrgencyUrgency WtPriorityPriority Wt 4 Minor04
Low0Low0 4 Minor03 Medium10Medium10 4 Minor02 High15Medium15 4
Minor01 Critical20High20 3 Moderate34 Low0Low3 3 Moderate33
Medium10Medium13 3 Moderate32 High15High18 3 Moderate31
Critical20High23 2 Significant54 Low0Low5 2 Significant53
Medium10Medium15 2 Significant52 High15High20 2 Significant51
Critical20Critical25 1 Extensive94 Low0Low9 1 Extensive93
Medium10High19 1 Extensive92 High15Critical24 1 Extensive91
Critical20Critical29 Impact + Urgency = Priority Matrix Slide 24
its.unc.edu 24 ITS Change Management Initiative PriorityPriority
Definition Critical Involves ITS resources from multiple ITS
divisions Critical complexity requiring technical coordination from
multiple groups Critical risk to system availability Complex
implementation and back-out, back-out likely to extend
implementation window Postponing implementation will place the
organization at significant risk Potential high impact to the SLA
High Involves ITS resources from more than two group or crosses ITS
divisions High complexity requiring technical coordination from
multiple groups High risk to system availability Complex
implementation and back-out, back-out likely to extend
implementation window Potential high impact to the SLA Medium
Involves IT resources from more than one ITS group Significant
complexity requiring technical coordination from one or more groups
Moderate risk to system availability during business hours or
outage in non-bus. Hrs Some complexity to implement and back-out
wont extend implementation window Affect application, data or
server security Impacts SLA Low Involves IT resources from one
group within the same ITS division Low complexity and no technical
coordination required Low risk to service availability, especially
outside of business hours Easy implementation and minimal back-out
required No impact to SLA Usually documented as a Standard
Operating Procedure (SOP) Slide 25 its.unc.edu 25 ITS Change
Management Initiative PriorityITS Global Approval Threshold
Critical Requires CAB Approval AVC Level Approval Required Manager
Level Approval Required Technical Peer Review Required Dependent
Service Owner Approval Required High Requires CAB Approval AVC
Level Approval Required Manager Level Approval Required Technical
Peer Review Required Dependent Service Owner Approval Required
Medium May not require CAB Approval Manager Level Approval Required
Technical Peer Review Required Dependent Service Owners Approval
May be Required Low* (Standard) No CAP Approval required May
require Technical Peer Review No Dependent Service Owner Approval
Required Reserved for Standard, Pre-Approved Changes * Standard
Changes must be defined within each organization before this change
can be implemented without CAB or Peer/Mgmt Approval. Slide 26
its.unc.edu 26 ITS Change Management Initiative Change Plan People
Change Owner: The individual responsible for implementing a change.
The Change Plan defaults to the user opening the Change Plan as the
Change Owner. Change Requester: The individual asking for the
change. Every Planned Approvers: Change Plan defaults to include a
Change Review Team (CRT) approval. This body has yet to be formed,
but the intent is to make this approval visible through the change
process to be incorporated at a later date. Division approvals are
also included within this process and must meet with all approvals
prior to a change being implemented. Personnel Involved: All of the
IT professionals involved with the success of the change. Think of
this field as your rolodex. If management needed to know who to
contact about details for a particular change, this field would
contain the appropriate contacts. Stakeholders: Consumers of the IT
service being affected by the change. This field may contain broad
values such as all faculty, staff and students or more specific
groups or individuals Slide 27 its.unc.edu 27 ITS Change Management
Initiative Change Plan Detail Services Affected: This field should
contain a listing of the high-level services, specific hardware,
applications, databases and other core components being affected by
the change. Objective: This field should contain a detail account
of what will be accomplished from the implementation of the change.
Be as detailed as possible, because your Change Plans will have
visibility across the organization. Management approvals, CTS
approvals, ServiceDesk and Security will all be tasked with
evaluating your change, approving changes and prioritizing the
change against many other changes proposed within ITS. The change
process can grind to a halt if there are questions about exactly
what is being changed. Prerequisites: What preparations must be
undertaken to begin the planning and execution process.
Communication Requirements: This step is key in promoting a culture
change within ITS. Nearly all change affects our customers in some
fashion whether we realize it or not. Many services are
interdependent and can have a cascading effect if a change is made
without properly communicating the change across an organization
that manages centralized services. The Change Plan automatically
notifies the ServiceDesk (IT Response Center) and Security for all
planned changes. Change Notices can be sent from within the Change
Plan notifying the campus community. List a detailed description of
who has been communicated with and how? Slide 28 its.unc.edu 28 ITS
Change Management Initiative Change Plan Detail Pre-Change Testing
Successful testing plans should be completed for all High and
Critical Priority changes. Failure to properly test and verify a
change can have an immediate and potentially negative impact on our
customers. A best-practice for Pre-Change Testing would include a
checklist of all possible scenarios which the customer would likely
face after the change was implemented and what the intended results
should be for a given change. Change Procedure Change Procedure is
best defined as a list of the steps to accomplish a change.
Sometimes detailed procedures may require an attached document to
be saved in the place of typing out a list within the field. Simply
reference the Attachment field below if you r procedure is
documented in an attachment. Risk Assessment Proper Risk Assessment
is part of any change within the IT environment. Potential risks to
service levels and impacts to other related services must be taken
into account prior to implementing any change. Secondarily, every
Change Plan must include a rollback plan in the event that the
change fails. This should include all steps required to return the
configuration item back to a pre-change known state, thus restoring
the service. Successful testing plans should be completed for all
High and Critical Priority changes. Failure to properly test and
verify a change can have an immediate and potentially negative
impact on our customers. A best-practice for Pre-Change Testing
would include a checklist of all possible scenarios which the
customer would likely face after the change was implemented and
what the intended results should be for a given change. Post-Change
Testing. A best-practice for Post-Change Testing would include a
checklist of all possible scenarios which the customer would likely
face after the change was implemented and what the intended results
should be for a given change. Slide 29 its.unc.edu 29 ITS Change
Management Initiative Change Log & Attachments Change Log The
Change Log field is a secure diary field similar to the WorkLog in
the UNC Request for Service. This field will always display a
timestamp along with the Onyen of the person who added the entry.
Email communications and other changes to the Change Plan are added
as entries in the Change Log along with all Approval information.
Attachments The ITS Change Plan includes the ability to attach up
to 3 files, 1mb in size. Within the Windows client, to add an
attachment, right-click within the Attachment field. Select Add to
browse your computer for a file to add. Always save your request to
add the file to an existing Change Plan. For MidTier users, select
the Add button browse your computer to add a file. The Attachments
label above the field will be displayed in Red to indicate there
are stored attachments. Slide 30 its.unc.edu 30 ITS Change
Management Initiative Finding Your Changes & Approvals MyChange
Plans This flashboard graph will display all active Unplanned and
Planned Changes by Status. Rollover each graph to view the number
and Status of Change Plans where you are the Change Owner. Click on
a column to view the actual changes and make updates. MyApprovals
This Flashboard graph will display all active Change Plan Approvals
where you are the approver by Status. Click on a column to view the
approvals and make updates. Slide 31 its.unc.edu 31 ITS Change
Management Initiative Need Help or Have a Suggestion? Change Plan
Feedback The Change Plan incorporates a simple feedback mechanism
to allow users to ask questions or make suggestions on future
enhancements to the application. Select the Submit Feedback button
from the lower left side of the application window. A Change Plan
Feedback window will open allowing you to provide your feedback.
Feedback is submitted to REMEDY-ADMIN in the form of an RFS ticket
that includes the specific Change Plan associated with the feedback
and contact information from the user. Slide 32 its.unc.edu 32 ITS
Change Management Initiative Templates To use a template: Highlight
a Change Plan from the table. The application will load the
specific information from the Change Plan below. Approvers,
Personnel Involved and the Change Requester cannot be edited from
this tab, but may be modified after selecting the Apply Template
button. By default all values are checked to be used in the new
change. Uncheck any information that you do not want used in the
new change Modify any checked values that may need to be changed,
such as the Change Name Select the Apply Template button to use the
information in your new Change Plan. The application will create
the listed Personnel Involved, Change Requester and Approvers,
including the creation of approval notifications that will be sent
when the Change Plan is saved. Slide 33 its.unc.edu 33 ITS Change
Management Initiative Approvals John Godehn has requested your
approval for the Change Plan listed below. Change Plan : Update to
service monitor - update portal poller to record elapsed time to
database requires your approval. Change Plan #: 942 Change Date :
08/05/08 00:00:00 Change Time : 10:30:00 Priority : Medium
Objective : Update to service monitor - update portal poller to
record elapsed time to database Action Required: Please access your
approval by selecting the Change Plan Approval URL below. Login
with your onyen & password. Select either the Approve, Reject*
or More Information* button to convey your response. *Completion of
the Explanation field is required to Reject or request More
Information from the Change Owner. Key information is displayed
below the Change Plan Information banner. Select the 'View Change
Plan Details' button to access all information related to the
change. Select the Logout button to exit the approval. Change Plan
URL: :
https://remedy.unc.edu/arsys/forms/remedy.unc.edu/Change%20Plan%20Over
view?F536870997%3D942?536870945%3D%24Change%20Plan%20ID%24%20
%3D%20'Sys-Int-RequestID' CHANGE PLAN APPROVAL: Update to service
monitor - update portal poller to record elapsed time to database,
Change Type: Planned, Owner: John Godehn, Change Date: 08/05/08
00:00:00, Priority: Medium Slide 34 its.unc.edu 34 ITS Change
Management Initiative Approvals Slide 35 its.unc.edu 35 ITS Change
Management Initiative Approvals: More Information When a Change
Plan is submitted, approval notifications are sent to all
approvers. If a Change Plan approver is unsure about approving the
request, they can request addition information by choosing the More
Information button within the approval form. Providing a specific
request to the Change Owner by completing the Explanation field and
selecting More Information will email the Change Owner with the
request. When the Change Owner selects the Change Plan URL within
the email notification, they can access the Change Plan. The Change
Plan Status is automatically updated to More Information. An
Approval Dialog button will also become visible to allow the Change
Owner to view the request for more information and to provide a
response. Slide 36 its.unc.edu 36 ITS Change Management Initiative
Approval Dialog Slide 37 its.unc.edu 37 ITS Change Management
Initiative Change Notices Submitted From the ITS Change Plan Slide
38 its.unc.edu 38 ITS Change Management Initiative Follow-up Change
Notice Auto-Closure Slide 39 its.unc.edu 39 ITS Change Management
Initiative Hands-On with the ITS Change Plan Login to the Remedy
Client Open the Request for Service Change Your Primary Group to
ITS- REMEDY-TRAINING Please let me know if you are unable to. Slide
40 its.unc.edu 40 ITS Change Management Initiative Questions? Slide
41 its.unc.edu The END
