An Introduction to Change Management and Complementary Frameworks ...

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Controlling a World of Chaos:Change Management in Higher

EducationNERCOMP SIG

November 12, 2008

Agenda for Today

9:00-10:00 Introduction to Change Management

10:00-10:15 Break

10:15-11:45 Case Study: Implementing Change Management at Northeastern

11:45-12:45 Lunch

12:45-1:45 Panel Discussion – Overcoming Organizational Barriers to Change Management

1:45-2:00 Break

2:00-3:00 Break Out Session3

Expectations for Today

• Ask questions at any point during the day• Feel free to share your opinions and

experiences on the topics being discussed• Use the index cards to jot down discussion topics

for our roundtable discussions at the end of the day• The NU team will be capturing notes from

today’s session that will be posted online after the workshop

• In consideration for other participants, please silence all electronic devices

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Change ManagementAn Introduction & Overview

Beth-Anne Sullivan

Director, IT Project & Service Management Office

Northeastern University

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What is Change Management?

The process responsible for controlling the lifecycle of all changes (strategic, operational) in an IT

environment

Source: ITIL Service Transition, Office of Government Commerce

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Goal of Change Management

The goal of change management is to “ensure that standardized methods and procedures are used for efficient and prompt handling of Changes, in order to minimize the impact of change-related incidents upon service quality and, consequently, improve the day-to-day operations of the organization”

Source: ITIL Service Transition, Office of Government Commerce

Key Benefits of Change Management

• Reduces Process Inconsistencies• Strengthens Communication & Visibility of

Changes within IS Environment• Focuses on Business Needs & Impact• Reduces the Number of Failed Changes and

Rework• Facilitates Delivery and Planning of Prompt

Changes• Assesses Risks- quality, time, cost, etc• Enables Prioritization of Change Proposals

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Source: ITIL Service Transition, Office of Government Commerce

ABC’s of Change Management

Standard ChangeA pre-approved change (through CAB) that is low risk, relatively common and has an accepted and established procedure for implementing the change

Normal ChangeChange that must go through assessment, authorization, CAB approval and scheduling before implementation

Emergency ChangeChange that must be introduced as soon as possible, but not as a response to a service down incident

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Source: ITIL Service Transition, Office of Government Commerce

ABC’s of Change Management

RFC – Request For ChangeA formal proposal/request for a change to be made, including details of the proposed change and identified risks

CAB – Change Advisory BoardA group of selected representatives from all groups within IS who assess, approve, prioritize and schedule changes

eCAB – Emergency CABA selected panel of IS Directors who make decisions about high impact emergency changes

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Source: ITIL Service Transition, Office of Government Commerce

ABC’s of Change Management

FSC – Forward Schedule of ChangesCentral calendar listing all approved Changes and their planned implementation dates (and outage times)

Service ChangeThe addition, modification or removal of authorized, planned or supported service or service component and its associated documentation.

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Source: ITIL Service Transition, Office of Government Commerce

ITIL Change Management Process

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Source: ITIL Service Transition, Office of Government Commerce

7 R’s of Raising a Change

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Source: ITIL Service Transition, Office of Government Commerce

Assessing a Proposed Change

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Change Advisory Board

Purpose: exists to support the authorization of changes and assist in the assessment and prioritization of changes.

Makeup: varies by organization, but generally includes those who understand and can represent stakeholder needs.

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Source: ITIL Service Transition, Office of Government Commerce

Roles & Responsibilities

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Source: ITIL Service Transition, Office of Government Commerce

Measuring Your Success- KPIs

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Sharpen Your Pencils…

1. What is the difference between a normal and a standard change?

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2. Who maintains the Forward Schedule of Changes?

3. What are 3 metrics that you can use to evaluate the effectiveness of your change management program?

Sharpen Your Pencils…

4. Why would you use eCAB instead of the normal CAB process?

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5. What are the 7 R’s that need to be covered when raising a change request.

6. What are the 5 steps in the normal change management process?

Did you pass?

Learning More About Change Management

• ITIL: Service Transition Book

• MOF Change & Configuration Service Management Function (SMF)

• CMMI-SVC Change Management

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