service management for cern change management workshop geneva, 02.11.2011 jochen beuttel

Service Management for CERN

Change Management Workshop

Geneva, 02.11.2011Jochen Beuttel

01.09.2011


Change Management – agenda

Today’s topics:

Current status

Change Management types & stages

Involved roles

Workshop – Definitions stage by stage

Next steps:

Development of a Change Management process for IT & GS

Definition of all necessary tasks

Presentation, adjustment, acceptance

01.09.2011


Change Management – current status

Change Management for Changes in Service-now and other Service Management related topics:

Designed

Implemented

Operated

Change Management for GS – SE / IS

Designed

Change Management for IT - CF

Planned substitution of HMS, Chimps, ITCM

Interviews

Identification of necessary tasks

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Change Management for Snow

Change Management Process Stages:

New

Admission

Evaluation

Approval

Plan & Build

Test

Deployment

Review

Closed

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Change Management Change Types:

Normal

Standard

Fast

Urgent

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Change Management Process Stages & Change Types:

Mandatory

Optional

Skipped

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Change Management Roles:

Stakeholder

Requestor

Functional Manager

Change Coordinator

CAB

Change Builder

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Change Management Process Stages & Change Types:

Accountable (Change Ticket)

Responsible (Change Task)

Uninvolved

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New:

What is the scope of Change Management?

What is a Change?

Who is allowed to create an RFC?

Which information should be delivered by the Requestor?

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New:

The Requestor creates a RFC, maybe on behalf of a Stakeholder, providing all necessary information.

A Change is required if something is to be released into production

Change requests can only be issued by authorized Requestors.

Everybody with the ITIL User role assigned can be a Change Requestor. End-users, however, are excluded!

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Admission:

Who admits the RFC?

When a ticket should not be admitted?

How the RFC gets categorized?

How the Change Coordinator will be assigned?

What happens in the case of an Urgent Change?

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Admission:

This process stage summarises the Functional Manager’s part within the Change Management process

This includes acceptance and categorisation of the ticket, as well as the assignment of the Change Coordinator.

Acceptance means that the ticket will be handled by the process; it is not the approval!

Only in the case of tickets categorised as "Urgent", the Functional Manager not only accepts the ticket, but also approves the Change

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Evaluation:

What is the information necessary for an approval decision?

Who is gathering this information?

What is the scope of the evaluation?

How the approval can be prepared?

Who are the correct approval authorities?

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Evaluation:

Evaluation means gathering information about estimated costs, risks & prices or other information necessary for an approval decision provided by experts.

Evaluation does not cover any development, purchasing, ordering or other tasks necessary to build the change.

This process stage is also used to prepare the Approval.

All tasks in this process stage are part of the Change Coordinator’s responsibility

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Evaluation:

Examples

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Approval:

What type of approvals do we need?

How can we organize approvals?

Are there additional decisions necessary before deployment?

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Approval:

An Approval is a general allowance to implement the change.

The approval is only valid if the estimated conditions identified during evaluation are met.

This approval is not the last confirmation before deployment.

It is a general approval determining whether this change is desired or not.

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Approval:

Examples

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Plan & Build:

What type of plans are necessary?

Who is responsible for planning and building?

Is there a chance for standardisation?

What other tasks have to be done before test and deployment?

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Plan & Build:

Plan means deciding on the correct approach for build, test & deployment.

Here a detailed plan is made by creating all tasks necessary to build the change.

These tasks are sent to those Change Builders responsible for buying, building or developing all necessary parts of the change.

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Plan & Build:

Examples

01.09.2011



Test:

What type of tests are necessary?

Who is responsible for testing?


What other tasks have to be done before deployment?

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Test:

The Change Coordinator can decide which tests are necessary. In accordance with his decision he will send test tasks to those responsible for performing the tests on the test environment.

Once all tests have been carried out and all results documented the very important Release Decision is made by the Change Coordinator. This is the final approval before deployment.

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Test:

Examples

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Deployment:

Who is responsible for deployment?


What if the deployment is not successful?

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Deployment:

After Admission, Approval and Release Decision the Changes can be transferred to the production environment.

To ensure a stable system, Release Management methods (bundling changes) are recommended.

If deployment was not successful, a Backout, Re-work or Re-planning can be triggered here.

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Deployment:

Examples

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Review:

What are the final activities before closing the ticket?

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Review:

The Review process status covers the final activities of the process, which are the information of Requestors and Stakeholders.

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Closed:

That’s it!

01.09.2011

Jochen Beuttel

service management for cern change management workshop geneva, 02.11.2011 jochen beuttel

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