Following the framework will ensure successful change management will increase customer and IT staff satisfaction IT Benefits Business 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-Matic Change 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 & Problem Major Release Security Patch Maintenance Release Operations Configuration Management System Workaround Service Desk Fix New Version New Application Business www.infotech.com 1-877-876-3322 Start this project today by calling 1-877-876-3322 Use 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.com 1-877-876-3322 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 Activities Submit 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 Track Progress The tool will then assess the completeness and success of your change management process. Reassess Reassess L o w M e d i u m H i g h Overall Change Management Process Completeness Prioritize your Process Optimization Activity Priority (Urgency + Effort Tab 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? Receive RFC 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 Impact 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 Membership Meeting Frequency Objectives CAB 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/ technological area 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/ technological area directors Info-Tech Change 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 Run Backout Build & Test Release Communicate Change 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 - Finalize SOP Create your Change Management strategic roadmap by prioritizing Change Management activities, identifying dependencies and grouping activities into actionable items February & March Bob/Tim - Formalize an approval process for each category of change February Tim - Establish and define change categories February Bob - 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.