ITIL

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Change Change Management Management

ProcessProcess

Office of State Finance

Information Services Division

Office of State Finance

ITIL Training

Contents

Roles

Process

Purpose

Policy

Calendar

Office of State Finance

ITIL Training

Contents

Purpose

Purpose

Provide a consistent method to follow (and consistent terms) when changes having significant impact are required to maintain or improve the production environment (routine configuration changes made on a daily basis are not reviewed in the process)

Identify groups & personnel that should be involved in the process and their responsibilities

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Purpose

Define specific artifacts to be usedEstablish general policies regarding

how changes are to be implemented and the communication to the users of the impacted services

Full documentation of process may be found in the document Change Management Process.docx

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Office of State Finance

ITIL Training

Contents

Roles

RolesChange Request Review Board

Coordinator Oversight of Change Management process Coordinate between functional groups and

ensure processes are followedService Provider Group

Team implementing change Responsible for testing change before

implementation

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RolesChange Request Review Board

Review all requests to make certain• The change has been authorized by the Service Provider

Group’s manager• The change is scheduled during normal maintenance

windows or if not, approving variances• There are no conflicts with other scheduled activities• If multiple activities are to be performed during the same

window, the activities are coordinated• Any communications with service users about outages or

impacts are identified and performed• The change does not conflict with the strategic direction of

OSF / ISD• Any security issues are identified

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RolesRequest Review Board

Membership

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Position / Role Name

Coordinator & Process Facilitator OW ThomassonOSF Chief of Staff Pat Elwood

Engineering Tech Support Director Drew Swain

Director of Education Matt Singleton

Finance Administration and Regulatory Director

Mike Hedrick

Functional Team Managers / Leads – representatives from the following areas

Application Support (all consolidated agencies), Database Administration, Facilities, Network (Data & Voice), Operations, PC and Server, Security, Systems

NIC (OK.gov) Rodney Rollison

Request Review Board

Schedule Weekly / Thursdays at 1pm

Agenda Review outcome of changes scheduled to occur

during week prior to meeting Review all proposed changes Determine impact of changes and if customer

notifications will be required Identify any coordination issues Approve change and change schedule

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Office of State Finance

ITIL Training

Contents

Calendar

Change Management Worksheet

All change requests are scheduled using Change Management calendars in MS Exchange Public Folders.

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Navigation to Public Folders

The calendar can be found in a folder named “Change Management”. Navigation to the public folders and to the Change Management folder is performed as follows:

If you have not used public folders, in the past, you may not have them displayed in Outlook. To display public folders, at the bottom of the Navigation pane on the left hand side, you will see something similar to this:

Click the folder icon. You should see Folder List at the bottom of the Navigation pane.

Expand the Public Folders list by clicking on the + sign.

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All change requests are scheduled using Change Management calendars in MS Exchange Public Folders.

Continue to expand the list by clicking on the + sign next to All Public Folders, Office of State Finance, and then Change Management. Then click on the calendar you need to view or update. Do not add entries to the main Change Management folder.

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Change Management Entry

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A customized Outlook form is used to collect appropriate information.

Creating an Entry

Even though this is a calendar entry, do not click on “Invite Attendees.” Meeting invites only work in personal folders, not public. This will also change fields behind the scenes and make it impossible for you to save your information.

 Fill out the fields as appropriate. There are several mandatory fields. An explanation of each field follows in sequence as they appear on the screen:

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Data ItemsShort Description Title for change. This will appear in the Subject line in the calendar Mandatory

Start Date / Time Date and time the change is scheduled to start. If unknown and the entry is for future changes with undetermined dates, pick a best guess date. It can be altered later.

Mandatory

End Date / Time Instead of entering the duration, enter the date and time you expect to be finished barring no exceptional issues arise. The duration will be calculated.

Mandatory

All Day Event If the event is to last all day (24 hours) check this box

Category Category should be 1 of 3 possibilities: 1) Change, 2) Change: Emergency (use this when we have something we have to do that has not been through Change Management), 3) Maintenance (All routine or semi-routine maintenance activities that have the potential to impact services) If you change the Category after initially setting it, be sure to click on “Clear All Categories” first to clear the field.

Mandatory

Services Impacted Selected from a list of possible services. It is preferable that you do not enter the service here. Switch to the Agencies / Services tab and click on all services impacted. If the change is location based, ex., circuit or switch down that impacts all services for an office, select “Based on Location” and include details in the Change Description.

Mandatory

Product This is a specific product associated with a service. If known, enter. Product table is still being developed

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Data ItemsShort Description Title for change. This will appear in the Subject line in the calendar Mandatory

Will this cause an outage? If this change / maintenance activity will cause an outage to services, check this box

If outage required, has customer been notified? Check, if Yes.

Generally, the Help Desk will be the ones to check this box after a notification is sent. If the change was negotiated with an agency prior to implementation, the provider group’s change representative may check the box.

Detailed Change Description Provide enough detail to support meaningful conversation about the change, its impact, and possible scheduling conflicts.

Mandatory

Change Management Notes A place where we can enter notes during the Change Management meeting if necessary

Backout Plan If the change fails, how will you back it out?

Contacts: This interfaces with your Contacts list and allows you to enter contact names of people planning and performing the change. Before you can add them here, they need to be added to your personal Contacts.

Agencies Impacted Selected from a list of possible agencies. It is preferable that you do not enter the agency name here. Switch to the Agencies / Services tab and click on all services impacted. If the change is location based, ex., circuit or switch down that impacts all agencies at a location, select “Based on Location” and include details in the Change Description.

Mandatory

Change Completed as Planned? Check, if Yes

If the change was completed within the time allotted and there were no severe issues, check Yes.

Change Completed with issues?, Check , if yes and explan below

If the change exceeded the time allotted by more than 20% or went past a hard deadline, check Yes.

Change Results: Record issues that were encountered, if any.

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View of Change Calendars

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View your calendars in “Overlay” mode by right clicking the name of the calendar and selecting “View in Overlay mode”.

Office of State Finance

ITIL Training

Contents

Process

Process Flow

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Office of State Finance

ITIL Training

Contents

Policy

Change Management Policy

The Change Management process should be followed for all architecture change requests related to the support of existing services or the addition of new services.

Requests should be logged as soon as enough information is available to provide a meaningful description of change and the purpose behind the change, even if the specific date for the change has not yet been determined.

Architectural changes are not to be implemented without first being approved by the Change Request Review Board. In emergency situations, the Change Request Review Board should be notified as soon as is feasible.

For non-emergency, but urgent situations in which a change should be implemented before the next scheduled Review Board meeting, notification of the change request will be made to the Change Request Review Board coordinator who will obtain the proper approvals through the use of email, telephone, and individual conversations.

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