Change Management Roles

Version 1.2

Change Management Roles

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Table of Contents

1. About This Document .................................................................................................................... 3

1.1 Document Objective .................................................................................................................. 3

1.2 Assumptions .............................................................................................................................. 3

1.3 Scope ........................................................................................................................................ 3

1.4 References ................................................................................................................................ 3

2. Process Flow Chart ........................................................................................................................... 4

3. Change Requester Role .................................................................................................................... 5

4. Change Coordinator Role ................................................................................................................. 5

5. Change Implementer Role ................................................................................................................ 6

6. Change Manager Role ...................................................................................................................... 6

7. Service Owner Role .......................................................................................................................... 7

7.1 Current Service Owners ............................................................................................................ 7

8. ICT Change Facilitator Role .............................................................................................................. 9

9. Change Boards Role ......................................................................................................................... 9

Revision History

Author Version Description Date

Steve Lane

Gemma Tungul

Candace Dechant

Sandy Stout

1.0 Initial draft June 5, 2013

Steve Lane

Gemma Tungul

1.1 Aligned Change

Board Role with

TOR.

October 7, 2013

Steve Lane

Gemma Tungul

1.2 Aligned Change

Managers Role with

TOR.

October 10, 2013

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1. About This Document

1.1 Document Objective

The Change Management Roles document identifies Service Alberta’s roles and requirements expected

from each position of the Change Management Team.

1.2 Assumptions

Change Management Roles is written on two key assumptions:

You are familiar with the overall Service Alberta Change Management process as detailed in the

Change Management Process Guide.

You are familiar with the use of BMC Remedy Change Management 7.6 (herein referred to as

ITSM). For further instructions on using ITSM to create and work with Requests for Change

(RFCs) and Changes (CRQs):

o refer to the BMC Remedy Change Management 7.6 User's Guide

o Or view the BMC Remedy Change Management computer-based training (CBT)

o ITSM Best Practice View Quick Start - Change

o ITSM 7.6 Change Management

1.3 Scope

Change Management Roles is not intended to replace either the Change Management Process Guide or

the BMC Remedy Change Management 7.6 User's Guide, but rather to serve as a supplement to these

guides. This document identifies only the roles and responsibilities expected of each position involved in

the Change Management process.

1.4 References

Change Management Roles refers directly to information found in the Change Management Reference

Guide for Change Assignees, Change Management Reference Guide for Change Implementers, Change

Management Reference Guide for Change Managers and Change Management Reference Guide for

Change Requesters. It frequently mentions names of activities found in the Change Management

Process Guide. For a more thorough breakdown of each position, please refer to the original documents.

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2. Process Flow Chart

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3. Change Requester Role

The Change Requester initiates the Change Management process by submitting the Change Request

(CRQ). The Change Requester is responsible for:

Documenting the Change Request (CRQ) to the best of their ability and understanding (ie

description, risk, requested implementation dates) based on organizational requirements

Working with other people in the Change Management Process to identify needs, as required

Submitting Requests for Change (RFCs) in ITSM

May present the proposed change to the Change Board

Participating in a Post-Implementation Review (Depending on team organization)

4. Change Coordinator Role

The Change Coordinator is responsible for a Change Request (CRQ) as it flows through the Change

Management process. Consequently, the Change Coordinator:

Confirms the assignment of a CRQ (team specific)

Investigates the impact of the Change from various perspectives (financial, IT, business, security,

capacity, etc)

Analyzes, prioritizes and categorizes the CRQ

Responsible to ensure all required work info entries are added to the change request including

Impact Assessment, Risk Assessment, Implementation Plan, Test Plan, Backout Plan,

Communication Plan, as well as scheduled dates

Develops a communication plan (team specific)

Attends and presents the change to the appropriate Change Board

Updates the Change Record as appropriate

Ensures the implementation of the Change upon receipt of approval

Closes CRQs (team specific)

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5. Change Implementer Role

Change Implementers are responsible for building the Change, and is analogous to a team member.

Consequently, the Change Implementer:

Provides input to the assessment and design of the Change

Provides input to the development of the implementation plan and schedule

Add any required change plans as directed by the Change Coordinator

Executes the approved change plans in exact accordance with the approved plans and schedule

Update the change request with the results of their implementation including identifying any

issues that may have occurred during the implementation and the measures taken to resolve

them

6. Change Manager Role

The Change Manager is responsible for the overall process and the performance of the process.

Consequently, the Change Manager:

Filters initial Change Requests (CRQs)

Approves Normal Changes

Submits or updates the Change Schedule

Provides updates to the Change Requester and other affected parties

Develops a communication plan (team specific)

Where required, reviews communication plan for accuracy, requests communication approval and

schedules communication for distribution

Reviews the change for its validity and completeness and determines the Change Board

requirements.

Ensures change is submitted for review by its submission deadline. (refer to Lead Time)

Requests approval from appropriate Service Owner (team specific)

Ensures changes go through the correct Change Board (Operational or Business) (note:

implementation lead time.)

Performs the Post Implementation Review to ensure the change met the schedule and objectives

(team specific)

Updates Change Records as required

Closes CRQs (team specific)

Monitors and reports on the performance of the process

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7. Service Owner Role

The Service Owner is the individual who owns the service that will experience the change. The Service

Owner is responsible for:

Approving all changes (with the exception of “no impact” changes) before they are moved into a

scheduled state (team specific)

Reviewing all relevant information about the Change Request (eg. Impact Assessment, Risk

Assessment, Backout Plan, Implementation Plan, Schedule, Communication Plans and

scheduled dates)

Making a decision about the Change (Approve, Reject, Defer)

Updating the Change Request with their decision (approval within ITSM or through an email

attached to the ticket)

7.1 Current Service Owners

The following is a list of the current Service Owners as of June 5th, 2013:

Support Group Name Service Owner

ARTS - Action Request Tracking System Brad Wile

ASAS - Alberta Secure Access Services - Tier 2 Brad Wile

GOA - Active Directory Services Gregor Nutter

GOA - B3 Oversight Gregor Nutter

GOA - Change Management Ken Merkel

GoA - Corporate Domain Heather Barabash

GOA - Console Operations Tim Jensen

GoA - Database Administration Heather Barabash

GOA - Data Centre - Facilities Management Tim Jensen

GOA - Data Centre – Automation Ken Merkel

GOA - Domain Administration Heather Barabash

GOA - Exchange Operations Heather Barabash

GOA - Field Network Operations Gregor Nutter

GOA - Legislature VIP Worksite Service Heather Barabash

GoA - Managed Services Change Management Gregor Nutter

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GOA - Network Operations Gregor Nutter

GOA - Performance Operations Garnet Randolph

GOA - Print Services Gregor Nutter

GOA - Project Change Manager Shirley Trott

GOA - Remote Access Heather Barabash

GOA - RSA FOB Administration Heather Barabash

GOA - SA - Mainframe – Utilities Hal Cameron

GOA - SA - Mainframe - Hardware and Software Hal Cameron

GOA - Server Operations Garnet Randolph

GOA - Service Management Ken Merkel

GOA - Service Planning Shirley Trott

GOA - Storage Operations Garnet Randolph

GOA - Video Conferencing Tim Jensen

GOA - Web Services Brad Wile

Shared Applications Brad Wile

ITSM Application Services Tim Dickinson

GoA – Citrix Service Tim Dickinson

ICT – Bundles 1, 2, 3 Darren Undershultz

ICT - Bundle 4 Managed Security Tim McCreight

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8. ICT Change Facilitator Role

The Change Facilitator is responsible for managing and overseeing the change process. Accordingly, the

Change Facilitator:

Maintains an Operational Change Board (OCB) and Business Change Board (BCB) member list

Chairs appropriate OCB/BCB meetings

Prepares the OCB/BCB meeting agendas and ensures that all necessary review information is

distributed to members prior to the meetings

Maintains the SharePoint Change Management website

Review accuracy and distributes communication as requested for approval

Maintains the Change Management Contact List

Monitor SA ICT Change Management Mailbox

9. Change Boards Role

The role of the OCB/BCB is to facilitate Change Managers with the approval and scheduling of proposed

changes presented to it by the Change Board Facilitator. In doing so, the Change Boards will:

Review all proposed changes

Provide input into the planning and scheduling of changes, including assisting with customer

coordination, reviewing risk and impact.

Approve the scheduling of proposed changes

Communicate OCB/BCB activities to Stakeholders