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Optimize your Change Management Process
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Transcript of Optimize your Change Management Process
Following the framework will ensure successful change management will increase customer and IT staff satisfaction
IT B
enefi
tsBusiness Benefits
Fewer change related incidents, disruptions, and blackouts Fewer change related service disruptions and blackouts
Shorter change turnaround time Faster response to requests for new and enhanced functionality
Higher rate of change initiative success Higher rate of benefits realization when changes are implemented
Less change rework Lower cost per change
Reduce service desk calls & tickets for poorly communicated changes Fewer “surprise” changes disrupting productivity
Respond to business needs faster, with fewer incidents and disruptions.Respond to business needs faster, with fewer incidents and disruptions.
For Infrastructure Managers and Change Managers who need to re-evaluate their Change Management process, because of:
Or for Change Approval Board (CAB) members who want to prioritize changes in a way that meets business needs, minimizes cost, and mitigates risk to existing infrastructure.
Change-O-MaticChange Management Process
Too many change related incidents
Slow change turnaround time
Lack of stakeholder buy-in
Too many unauthorized changes
Too many emergency changes
Difficulty accurately evaluating changes
ITIL provides a usable framework for Change
Management, but full process rigor is not appropriate for every
change request. Full process rigor may promote resistance to the change as stakeholders see it as slow and bureaucratic. An
optimized Change Management process will respond to business needs faster and reduce change
related incidents and disruptions
Why?
Establish firm definitions and workflows before attempting to implement a Change Management process.
Assess changes for impact and risk before considering the changes for full approval.
Empower a Change Manager or CAB with the authority to approve and prioritize changes.
Incident & ProblemMajor
ReleaseSecurity
PatchMaintenance
Release
Operations
ConfigurationManagement
System
Workaround
Service Desk
Fix
New Version
New Application
Business
www.infotech.com1-877-876-3322
Start this project today by calling 1-877-876-3322Use our Optimize Your Change Management Blueprint
Best Practice Toolkit Includes:
90 Do It Yourself Project Slides
Change Management Standard Operating Procedure Template
Request for Change Form
Source: http://www.infotech.com/research/ss/optimize-your-change-management-process
Guided Implementations:
Change Advisory Board Charter
Change Management Assessment tool
Make the case and current state assessment
Make a receive request for change
Assess, plan, and test changes
Approve, prioritize, schedule, and deploy changes
Develop an action plan
www.infotech.com1-877-876-3322
Plus: Onsite workshops available
How to Optimize your Change Management Process:How to Optimize your Change Management Process:
Assess & Evaluate Changes
Plan & Test Changes
Approve Changes
Prioritize & Schedule Changes
Release & Deploy
Changes
Conduct Post-Deployment
ActivitiesSubmit RFCs
Each phase of the process is assessed qualitatively and quantitatively.
Record metric measurements that demonstrate the performance of the process phase.
Assess capability to execute activities critical to the success of the phase.
Target State
Assess your Current State of Change Management
Current State
TrackProgress
The tool will then assess the completeness and success of your change management process.
Reassess Reassess
Low
Medium
High
Overall Change Management Process Completeness
Prioritize your Process Optimization
Act
ivit
y Pr
iori
ty (U
rgen
cy +
Eff
ort T
ab 2
)
Capability (Rate of process completeness from Tab 2)
This tool is intended for frequent use; process completeness and success should both be re-evaluated on a regular basis to
measure progress
Make and Receive Requests for Change
This section will walk you through a series of standard operating procedures to manage the change process in your organization. Below is a sample of a SOP that will be defined in this section.
SOP 5 - Standardize Requests for Change
SOP 5.1 - Use the Info-Tech Request for Change Template to submit requests for change.
SOP 5.2 - Triage Changes based on three distinct categories: Normal changes, Standard changes, and Emergency changes.
SOP 5.3 - Accept Requests for change
Is it Complete?Has it been categorized correctly?
Is this in scope for Change
Management? Is it a duplicate
request?
ReceiveRFC
Yes Yes
Return to requester and
request additional
information
Re-categorize and request additional
information if needed
Return to Requester
No No No
Yes
Emergency Normal Standard
Query CMS
Assess, Plan, and Test Changes
Assess Dependencies
Assess Business
Impact
Assess Required
Resources
Assess SLA Impact
Determine Risk Profile
Step 3 in the project will create an SOP for assessing, planning, and testing changes.
Risk Profile of Change
Impa
ct
Probability
A key consideration in the SOP is to consider the risk profile of the change.
Use a probability/impact matrix to decide how to respond to each risk.
Mitigate the Risk
Mitigate the Risk
Accept the Risk
Eliminate the Risk
Approve, Prioritize & Schedule Changes
The Change Manager or Change Approval Board
(CAB) will be a key owner of this process.
The CAB should be structured to meet different organizational needs.
Global CAB
MembershipMeeting
Frequency ObjectivesCAB
Regional CAB
Local CAB
Global CIO/CTO (CAB
chair) and regional CIOs
Semi-annually
Set Change Management standards and policy, and set the year’s change agenda - schedule upcoming organizational initiatives that will impact the deployment of changes.
Regional CIO (CAB Chair)
and silo/technologicalarea directors
Quarterly
Enforce global Change Management standards at the regional level, and set the regional change agenda - scheduling project work and regional initiatives based on organizational initiatives scheduled by the global CAB.
Weekly or Bi-Weekly
Enforce Change Management at the local level and prioritize and schedule local changes based on the agenda set by the Regional CAB.
Change Manager
(CAB Chair) and silo/
technologicalarea directors
Info-TechChange
Advisory Board
Charter Template
Use the Info-Tech Change Advisory Board Charter Template to establish CAB objectives and standards.
User Acceptance
Deploy Changes
No
Yes
Record in Log
The final SOP will create a process for deploying the IT change
RunBackout
Build & Test Release
CommunicateChange
Change Installation Success?
Record in CMS & Log
Build and test the release - once a change is approved and scheduled, the “baton is passed” to the deployment team.
Communicate the change - users are likely to feel disrupted and submit Service Desk tickets when they are surprised by deployed changes
Install the change and obtain user acceptance for successful deployments - change installation is out of scope for Change Management, but the Change team will be responsible for obtaining user acceptance for the change
1
2
3
Develop your Action Plan
March & April
Bob - FinalizeSOP
Create your Change Management strategic roadmap by prioritizing Change Management activities, identifying dependencies and grouping activities into actionable items
February & MarchBob/Tim - Formalize an
approval process for each category of change
February
Tim - Establish and define change categories
FebruaryBob - Obtain stakeholder
buy-in for Change Management
January
Bob - Perform a current state assessment
March
Sandra - Create standardized RFC forms
May
Tim - Document a CAB Charter
May
Sandra - Create a knowledge base for change documents
May & June
Sandra - Create standardized RFC forms
July - December
Sandra - Begin monitoring and reporting KPIs
Use the Info-Tech Change Management Assessment tool to prioritize and track your process improvement. The tool will walk through each activity in your change management process.