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Information Systems | June 3, 2009
Creating a Change Advisory Board
2009 EDUCAUSE SE
Jim Love, John Borwick, Nancy Crouch
Presentation Agenda
•Introduce ourselves•Basics of Change Management•Change Advisory Board: First Attempt •“Whoops!”: Second Attempt•Questions and Discussion
Wake Forest University
Information Systems
Jim Love
John Borwick
http://www.flickr.com/photos/27043124@N00/1892285322
Nancy Crouch
What Is A “Change”?
http://www.flickr.com/photos/missturner/2738639998/
http://www.flickr.com/photos/atbartlett/2432704579/ http://www.flickr.com/photos/dborman2/2259144671/
http://www.flickr.com/photos/modenadude/3289459039/
Change Management
Process
GAINING BUY-IN
“I want change control.”
-Mike Spano, Interim CIO
People
Our First Change Advisory Board
First Things First
1. Attendees
2. Agenda
2.1 Change Management BCD
2.2 CAB Meeting Schedule
2.3 Remedy Change Management Module
2.4 Change Management Procedure
2.5 CAB Infrastructure
3. Action Items
2.1 BCD aka Project Charter
Process
http://www.flickr.com/photos/farleyj/2768941171/
2.2 CAB Schedule
• Monday – Thursday
People
http://www.flickr.com/photos/theogeo/3175146476/
2.3 Remedy Change Management Module
Technology
Regular Change Management Procedure
Start
A01
Submit Request For Change
(RFC)
Artifact Checklist
RFC (Request For Change)
Change Initiator
A04
Send agenda to CAB
Change Manager
RFC
CAB
A05
Review and schedule changes
CAB
RFC
Schedule of Changes
Change Manager
A07
Communicate the change
Communications & Training Team
RFC
Schedule of Changes
Change Manager
A08
Wait until the scheduled date, then implement
change
RFC
Change Implementer
A09
Record Change result, backing out
if needed
RFC
Change Implementer
A10
Report on change results to CAB
RFC
Change Manager
A11
Conduct Post-Implementation
Review
CAB
RFC
Change Manager
End
A03
Filter changes
Change Manager
RFC
A12
Close RFC
Change Manager
RFC
A02
Sponsor the change
RFC
Director
A06
Record the change status
RFC
Change Manager
Process
• All change requests followed same path.
• Submit change request when you are ready for implementation.
2.4 Change Management Procedure
2.5 CAB Infrastructure
• Minutes template• Blackboard
Tools we used…– BMC’s Remedy– Email and Calendar– MS Word– Blackboard
Technology
Putting It All Together
Who Attends CAB?
• Chair: Assistant CIO, Nancy Crouch
• Team Representatives: Directors
• Change Manager: Originally us
• Presenters: People requesting the change.
People
Opportunities For Improvement
• Approvals too slow
• Lots of emergency changes
• One size fits all
• Rubber-stamp approvals
“Whoops!”: Our Second Attempt
In change management v1, changes were approved after they had been
built and tested.
Change built Change tested
Change submitted …wait…
CAB approval Change implemented
Identify a change
In change management v2, changes are approved before they have been
built and tested.
Change built Change tested
Change scheduled Change implemented
Identify a change Approve change
In change management v1, all changes were approved by the CAB.
Turn on a new service
Minor application upgrade
Add record for HR
CAB
In change management v2, there are three levels of “approval authority.”
Turn on a new service
Minor application upgrade
Add record for HR
CAB
ISMB
Local Authority
In change management v1, we spent a lot of time figuring out who should
handle a change.
Service request submitted
Help Desk ticket submitted
Internal request submitted
Team A? Team B?
Team C? Team D?
Who knows??
In change management v2, all changes are sent to “change intake” to be
classified.
Service request submitted
Help Desk ticket submitted
Internal request submitted
Change intake
Other improvements included…
• Identifying on-going change managers• Holding additional training• Creating notification listserves• Reviewing and minimizing data collected
Walkthrough of a Change
• Deadline passes
• Agenda prepared and emailed
http://www.flickr.com/photos/aidanmorgan/2331754875/
Deadline CAB
Noon Monday Tuesday
Noon Wednesday
Thursday
Walkthrough of a Change
• The CAB will:– Approve– Reject– Escalate to IS
Management Board
• Meeting minutes are sent out.
http://www.flickr.com/photos/jeremyfoo/2184953589/
Walkthrough of a Change
• Built and tested• Scheduled• Implemented• Verified
http://www.flickr.com/photos/stebulus/231058538/
http://www.flickr.com/photos/stebulus/231058538/
Monthly Reports: Changes by Priority
Monthly Reports: Changes by Approval Type
Conclusion
We discussed….
•Basics of Change Management•Change Advisory Board: First Attempt •“Whoops!”: Second Attempt
University ITSM Web Site
• http://itsm.is.wfu.edu
• Templates• Blog entries & lessons learned• ITIL v3 Foundations training information
• Fly-ins: contact Kriss Dinkins at [email protected]
Questions and DiscussionCreating a Change Advisory Board
What did you think?
• Your input is important to us!
• Click on “Evaluate This Session” on the Southeast Regional program page.