Transcript (a) Change Management

ITIL Foundation – Concepts of
IT Service Management (ITSM)
Unit 6 – Change Management
Copyright © 2006, BMC Software, Inc. All rights reserved.
Change
Management
Unit Objectives
Slide 6-2
› Describe the goals of Change Management
› List the activities of Change Management
› Describe the relationships Change Management has with other ITIL
processes
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Change
Management
IT Service Management
Slide 6-3
Service
Desk
Incident
Management
Change
Management
Problem
Management
Release
Management
Configuration
Management
Service Support
Service Level
Management
Capacity
Management
Availability
Management
Financial
Management
Service Delivery
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IT Service Continuity
Management
Change
Management
Principles of Change
Slide 6-4
Change is the process of moving from one defined state to another
› Reactive requests to fix a Problem
› Proactive requests to improve quality of a Service
However… Change introduces RISK
› Triggers for change include:
–
–
–
–
Resolution of Incident or Problem
Change in Business requirements
Legislation changes
Dissatisfied Customers
› Any one in the organization should be able to trigger a RFC
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Change
Management
Goals of Change Management
Slide 6-6
› Minimize the impact of change-related
incidents upon service
quality
› Ensure that standardized methods and
procedures are used for:
– Efficiency
– Prompt handling of all changes
› Improve the day-to-day operations
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Change
Management
Benefits
Slide 6-7
› Better alignment of IT services to business requirements
› Improved risk assessment
› Reduced adverse impact of changes on the quality of services and on
SLAs
› Better assessment of the cost of proposed changes before they are
incurred
› Fewer changes that have to be backed out
› Increased productivity
› Enhanced business perception of IT
› Greater ability to absorb a large volume of changes
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Change
Management
Project Management vs. Change Management
Slide 6-8
C
h
a
n
g
e
M
a
n
a
g
e
m
e
n
t
Monitoring
and
Planning
Registration
and
Classification
C
Build
Approval
Authorization
and
Implementation
A
Test
B
Evaluation
(PIR)
Implement
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P
r
o
j
e
c
t
M
a
n
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m
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t
Change
Management
Registration and Classification
Slide 6-10
› Change logging/registration
– General
• Use standardized forms
• Provide access to everyone to submit RFCs
• Assign a unique Chronological ID
› Classification
› Prioritization
› Risk determination
› Categorization
Registration
and
Classification
Approval
Authorization
and
Implementation
Impact + Urgency = Priority
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Evaluation
(PIR)
Change
Management
Approval
Slide 6-13
› Impact and resource assessment
› Change approval
– Financial
– Technical
– Business
› Change scheduling
› Forward Schedule of Change (FSC)
Registration
and
Classification
Approval
Authorization
and
Implementation
Evaluation
(PIR)
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Change
Management
Authorization and Implementation
Slide 6-16
› Authorized RFCs are passed to relevant technical groups
› Implementation
› Coordinated by Change Management
– Release Management
– Configuration Management
– Operational units
Registration
and
Classification
Approval
Authorization
and
Implementation
Evaluation
(PIR)
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Change
Management
Change Review
Slide 6-18
› Changes should be reviewed after implementation to
ensure:
Registration
and
Classification
– Had the desired effects and met their objectives
– User and Customers
• Are content
• Identify any shortcomings
–
–
–
–
–
No unexpected or undesirable side effects
The actual resources required were as planned
The implementation plan worked correctly
Implemented on time and on budget
The back-out plan functioned correctly
Approval
Authorization
and
Implementation
Evaluation
(PIR)
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Change
Management
Roles and Responsibilities
Slide 6-19
› Change Manager
– Receive, log and allocate a priority to all RFCs
– Chair and decide membership of CAB meetings
– After consideration of the advice given by the CAB, authorize acceptable
Changes
– Produce regular and accurate management reports
– Review the Change process
› Change Advisory Board (CAB)
– Provide details of likely impact, the implementation resources, and the
ongoing costs of all Changes
– Membership determined by pending RFCs
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Change
Management
CAB Meetings
Slide 6-20
› A typical CAB meeting agenda should include a review of:
– Problematic changes
• Failed changes
• Backed-out changes
• Unauthorized changes
– RFCs
• To be assessed
• Previously assessed
– Change Management process, itself
– Change Management wins/accomplishments
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Change
Management
Urgent Changes
Slide 6-21
› Urgent changes are still changes
› Should be kept to a minimum
› More disruptive and error prone
› Will be required
› May be approved by CAB/Emergency CAB (EC)
Copyright © 2006, BMC Software, Inc. All rights reserved.
Change
Management
IT Service Management
Slide 6-23
Service
Desk
Incident
Management
Change
Management
Problem
Management
Release
Management
Configuration
Management
Service Support
Service Level
Management
Capacity
Management
Availability
Management
Financial
Management
Service Delivery
Copyright © 2006, BMC Software, Inc. All rights reserved.
IT Service Continuity
Management
Change
Management
Wrap-Up Questions
Slide 6-24
1.
2.
3.
4.
What is change?
In an emergency, urgent changes are allowed. Is Change
Management responsible for them as well?
Does Change Management manage the process of actually
building or developing the required changes?
Once changes are complete and ready to be implemented in the
live environment, does Change Management perform the
implementation?
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Change
Management
Wrap-Up Questions (Continued)
Slide 6-25
5.
Within an ITIL compliant Change Management process, who
decides on the categorization of a proposed change?
a.
b.
c.
d.
6.
Change Manager
Change Advisory Board
Change Requestor
Change Implementer
Which of the following activities is the responsibility of Change
Management?
a.
b.
c.
d.
Reviewing changes to ensure they have worked
Creating a change to rectify a known error
Determining the release strategy for a major change
Implementing a software change at a remote site
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Change
Management
Wrap-Up Questions (Continued)
Slide 6-26
7.
Which of the following statements are true? The Change Advisory
Board should ensure that proposed changes are assessed for:
a.
b.
c.
d.
e.
8.
The likely impact on continuity plans
The effect of not implementing the change
The resources required to implement the change
The likely impact on capacity and performance
All of the above
Change Management ensures that scheduling decisions are based
on:
a.
b.
c.
d.
Urgency
Impact
Resource
All of the above
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Change
Management
Wrap-Up Questions (Continued)
Slide 6-27
9.
Which concept is part of Change Management?
a.
b.
c.
d.
Post Implementation Review
Emergency Release
Service Request
Work-around
10. The management of ABC Inc. has insisted that each request for a
new workstation installation be handled with optimum efficiency
and effectiveness. Which ITIL process is designed to achieve this
desired outcome?
a.
b.
c.
d.
Change Management
Customer Liaison
Problem Management
Service Level Management
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Change
Management
Wrap-Up Questions (Continued)
Slide 6-28
11. When processing a Request for Change (RFC), the Change
Manager initiates a number of activities. Which action is required if
this involves a complex change?
a.
b.
c.
d.
The Change Manager reports the change to Problem Management
The Change Manager reports the change to Incident Management
The Change Manager presents the change to the Change Advisory Board
The Change Manager presents the change to the IT Manager
Copyright © 2006, BMC Software, Inc. All rights reserved.
Change
Management
Wrap-Up Questions (Continued)
Slide 6-29
12. The successful diagnosis of a problem results in a Known Error. On
the basis of this Known Error, a request for change may be raised.
The known error may be closed when…
a.
b.
c.
d.
A review of the change has led to a satisfactory result
The proposal for change is logged with Change Management
The request for change is authorized by the Change Advisory Board
Incidents related to the known error don’t occur any more
Copyright © 2006, BMC Software, Inc. All rights reserved.
Change
Management
Wrap-Up Answers
Slide 6-30
1.
2.
3.
4.
Change is the process of moving from one defined state to
another.
Yes. Urgent changes are changes and are managed by Change
Management. The Change Management process simply runs in an
expedited mode.
No. The actual building or developing of required changes is
managed as a project outside of the direct control of Change
Management.
No. Release Management implements the change in the live
environment, but always under the authority granted by Change
Management.
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Change
Management
Wrap-Up Answers (Continued)
Slide 6-31
5.
6.
7.
8.
9.
10.
11.
(a) Change Manager
(a) Reviewing changes to ensure they have worked
All of them
(d) All of the above
(a) Post Implementation Review
(a) Change Management
(c) The Change Manager presents the change to the Change
Advisory Board
12. (a) A review of the change has led to a satisfactory result
Copyright © 2006, BMC Software, Inc. All rights reserved.
Change
Management
Unit Summary
Slide 6-32
› You are now able to accomplish the following tasks:
– Describe the goals of Change Management
– List the activities of Change Management
– Describe the relationships Change Management has with other ITIL processes
Copyright © 2006, BMC Software, Inc. All rights reserved.
Change
Management
Questions
Slide 6-33
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