the art of change - change management best practices

The Art of Change

Arvind PITIL Consultant

Agenda• Purpose of change Management• Impacts of No/Improper change

implementation• ABC’s of change management• Process & Execution

What is change Management

The process responsible for controlling the lifecycle of strategic &

operational changes in an IT environment.

Planned Outage

ScheduleChange

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Goal of Change Management

• Ensure Standard methods & procedures• Efficient & prompt Handling• Minimizing Impact• Guarantee Low risk

What is really happening w/o Change Mgmt

Half Baked

Maverick

One man show

Popular Goof-ups

Are You A Victim?

Do I need change mgmt for everything

• Group all your critical business services• Any minor changes related to those vital

services should go through Change approval process

• Rest of the changes which are relatively common & follows an established procedure can be pre approved change.

Throw light with Change mgmt

Accountability & Responsibility

• Get clear visibility.• Know the right facts.• Account all your stake holders

respectively.No

Ownership

No Accountabili

ty

CMDB & Change mgmt go hand in hand

• Know about your unauthorized changes• Get the dependency information while

planning a change• Keep your CMDB up to date with

change management.

Change Management Facts

ABC’s of Change Management

Standard Change •No Approval required, pre approved changes which are of low risk.

Normal Change •Should go through a proper assessment, authorization, CAB approval & scheduling before implementation

Emergency Change

•Change that must be introduced as soon as possible to restore service.

Change Types

ABC’s of Change Management

Change Advisory Board

•A group of selective representatives who assess, prioritize and recommend on the change proceedings.

Change Manager•The owner of the change who makes the final approval.

Assessing a proposed change

• Risk Vs Benefit

Risk Benefit

The Process

Request for Change Planning

CAB Recommendation

Approvals Change Implementation - Release Mgmt

Post implementation Review

Planning & Documenting

Raise & Log •Create the change•Log the change request

Plan •Resource & risk•Schedule & timing

Assess•Review Impact•Allocate priority•Document the change for approval

Approvals

Change Advisory board• Choose CAB members relevant to the stake

holders need.• The CAB recommendation helps the change

manager to take a decision on the change Approval.

Role of Change Manager

Submits for approval again, if

necessary.

Approve/reject the change based on the CAB recommendations

Analyzes the CAB recommendation

Change Execution & implementation

• Planning the Schedule

• Breaking down the change into sub-tasks

• Packaging and deploying

Execution m

atters

Post Implementation Reviews

Feedback helps to improve in future & learn from past experiences.

ITSM Tools

Summary

• It is not about implementing ITIL, it is about doing things right with change management.

• Classifying Changes for critical business services.

• Change Management is a necesity , so implement it now.

Upcoming Webinar in this series

Understanding ITIL CMDB By Nandini krishnan

On 21st July at 2 pm EDT.

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arvind@manageengine.com

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