JOHN BORWICK, MANAGER AND FOUNDER HIGHER EDUCATION IT MANAGEMENT, LLC People managers in IT service change management
People managers in IT service change management
Oct 20, 2014
ITIL doesn’t speak to the role of the functional manager in IT service change management. And yet, prior to change management, functional managers usually set their team’s rules for changing production.
Clearly defining the role of functional managers in change management will help you implement or improve your process.
Learn how functional managers can help change management become more flexible to the needs of different IT teams without sacrificing quality--such as through defining managers’ authority and their on-going responsibilities, their role in change auditing and enforcement, and the decisions that managers can make within the change management process.
Clearly defining the role of functional managers in change management will help you implement or improve your process.
Learn how functional managers can help change management become more flexible to the needs of different IT teams without sacrificing quality--such as through defining managers’ authority and their on-going responsibilities, their role in change auditing and enforcement, and the decisions that managers can make within the change management process.
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JOHN BORWICK, MANAGER AND FOUNDERHIGHER EDUCATION IT MANAGEMENT, LLC
People managers in IT service change management
John Borwick, PMP®, ITIL® Expert
Wake Forest University, 2003-2012 Director of Service
Mgt PMO Director
Manager and Founder,HEIT Management
Career goal: Make people’s lives easier by improving how higher education IT is managed.
Higher Education IT Management, LLC
One-on-one coachingCustom engagementsBlog
http://www.heitmanagement.com
Agenda
Functional managers’ jobsBrief change management guidance reviewFunctional manager buy-in for change
managementFunctional managers within the change
management processQ&A
People Managers(or “Functional Managers”)
CIO
Director, Application
Management
Manager, Custom
Development
30 people
Manager, Application
Support
15 people
Processes span functions
Team A Team B Team C
Process: Change Management
Process: Incident Management
Process: …
Functional managers’ jobs
A Day in the Life of an (IT) Functional Manager
7:45 AM Text from a sick employee8:07 AM Boss calls to ask why a server is down9:42 AM Write status report10:17 AM Call Bob to follow up on his status report11:32 AM Surprise budget planning session1:30 PM Performance planning meeting with Alice2:45 PM Reply to emails about upgrading servers3:28 PM Attend virtualization roll-out status update4:47 PM Begin drafting IT audit response5:35 PM Receive call from irate customer
Sample Responsibilities, Accountabilities, Authorities
RESPONSIBLE for setting expectations, motivating
RESPONSIBLE for removing roadblocks, knowing what the team is doing
ACCOUNTABLE for team performance, team coverage
ACCOUNTABLE for a budgetAUTHORITY to spend moneyAUTHORITY to hire and fireAUTHORITY to approve vacationAUTHORITY to define intra-team processes
Authority, responsibility, and accountability must be balanced
Authority
Responsibility
Accountability
Functional managers are the default owner of unassigned work
Workplace safetyIT service continuityInformal change approvals
Without a formal change management process, functional managers “figure it out”
“E-mail me before you change production”“Make sure you talk together before you
upgrade servers”
Brief change management guidance review
Change management process activities
Review and close change record
Coordinate change deployment
Authorize change deployment
Coordinate change build and test
Authorize change build and test
Assess and evaluate change
Review RFC
Create and record RFC
Roles for Change Management
Process ownerChange managerChange initiatorChange practitionerChange authorityCAB memberCAB chair
Processes span functions
Team A Team B Team C
Process: Change Management
Process: Incident Management
Process: …
Functional manager buy-in for change management
Bad Thing? Good Thing?
Less control over the change process
Extra meetingsExtra workKeeps staff from
doing their jobsMismatched
accountabilities?
No longer accountable for all changes; changes can be escalated
Better change visibility
Fewer surprisesLess work
Is change management a good or a bad thing?(from a functional manager’s perspective)
Improve the perception of change management:balance accountabilities
Change authority responsible for approving changes change authority accountable for the changes
Change manager responsible for prioritizing changes change manager accountable for prioritization
Change management process owner responsible for defining the process Change management process owner accountable to functional managers for process efficiency
How to balance accountabilities
RACI charts that include functional managersFunctional manager performance review
templatesChange management scorecardsSenior management included in change
management
Improve the perception of change management:clarify decision-making
Who decides whether to be on the cutting edge of software patches?
Who authorizes overtime for changes performed after hours?
Who consults customers?
Improve the perception of change management:find ways to reduce functional manager workload
Reports on change recordsReplace existing meetings with CAB agenda
itemsIdentify the budget impact of changesCommunicate changes so functional
managers don’t have toPrepare change management data for IT
auditors
Meet with functional managers and follow up with them
Plan
DoCheck
ActMeet
Follow up
Functional managers within the change management process
Process Compliance
Functional managers should be…RESPONSIBLE for team members learning
about the change management processACCOUNTABLE for following the change
management process
Functional managers in the change process
Review and close change record
Coordinate change deployment
Authorize change deployment
Coordinate change build and test
Authorize change build and test
Assess and evaluate change
Review RFC
Create and record RFC
Functional managers in the change process
Review and close change record
Coordinate change deployment
Authorize change deployment
Coordinate change build and test
Authorize change build and test
Assess and evaluate change
Review RFC
Create and record RFC 1. Ensure staff are creating RFCs.2. Use change management rather than ad hoc processes.
Functional managers in the change process
Review and close change record
Coordinate change deployment
Authorize change deployment
Coordinate change build and test
Authorize change build and test
Assess and evaluate change
Review RFC
Create and record RFC
Participate in change authorization
Change authorization
High-Risk Changes: IT Governance
Medium-Risk Changes: CAB
Low-Risk Changes: Functional Managers
Functional managers in the change process
Review and close change record
Coordinate change deployment
Authorize change deployment
Coordinate change build and test
Authorize change build and test
Assess and evaluate change
Review RFC
Create and record RFC
Pull reports on team work from change management
Functional managers in the change process
Review and close change record
Coordinate change deployment
Authorize change deployment
Coordinate change build and test
Authorize change build and test
Assess and evaluate change
Review RFC
Create and record RFC
Ensure staff availability
Functional managers in the change process
Review and close change record
Coordinate change deployment
Authorize change deployment
Coordinate change build and test
Authorize change build and test
Assess and evaluate change
Review RFC
Create and record RFC
Ensure all production work documented accurately
Functional managers in the change process
Review and close change record
Coordinate change deployment
Authorize change deployment
Coordinate change build and test
Authorize change build and test
Assess and evaluate change
Review RFC
Create and record RFC
Learn from post-implementation reviews
Other considerations
Who addresses unauthorized changes?How are functional managers involved in
emergency changes?Who decides to expedite changes?
Quick Review
Functional managers’ jobsChange management guidance reviewFunctional manager buy-in for change
managementFunctional managers within the change
management process
Q & A
John Borwick, Manager and FounderHigher Education IT Management, LLC
http://www.heitmanagement.com
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