division of information technology change management · 2020-03-09 · division of information...

Texas A&M University

Division of Information Technology

Change ManagementChange Management Team:

Josh KisseeMelanie Iden

Susan Edmisson

Division of Information Technology

Why Change Management? The Strategic Vision• Increase transparency and accountability

through the timely publication of planned or emergency changes to the IT Self Service website (itselfservice.tamu.edu).

• Develop an efficient organization-wide (Division of IT) process for the release of changes to production environments.

• Support TAC 202.75, SAP 29.01.03.M1.06, 07, 21, 22guidance on change management processes to IT provider services by posturing critical infrastructure services to meet the current and future demand for such compliance.

• Improve Operational Effectiveness throughcoordinated change and release management

Division of Information Technology

2017 Progress Points in the Change Project...

-Project Kick-Off

-Presentation to ITAC

-Internal Communication to Division of IT

-Internal Steering Team established

-Process and policy decisions developed

-ServiceNow configurations

-Overall change process finalized

-Training Materials and First Pilot

-Onboarding Additional Services (Primarily Networking)

-Process Improvement from Lessons Learned

-Further Communications & Training

-Begin examining related processes for integration

Jan - Feb March - July August -October

November -February

-First CAB Meeting

-Small set of initial services “go-live”

Lessons learned from Pilot applied

-Lessons learned from Communications incorporated

Division of Information Technology

ITSM Processes Related to Change

Division of Information Technology

• Change Management Policy• Pilot group• Onboarding order

Members:•Cheryl Cato•Pete Marchbanks•Jon Griffey

•Joshua Kissee•Jeff Phillips•Zac Sanders

Change Management Steering Group Progress...

Division of Information Technology

Change is operational...but just beginning

● Systems Engineering services onboarded

● 12 CAB meetings

● 100 Change Requests (as of 11/06/2017)

● Specific service requests being reviewed as candidates for future Standard Change Requests.

Division of Information Technology

Change Types:Normal

StandardEmergency

Division of Information Technology

Change Management Roles

Change Fulfiller•Documents and submits Change Requests for approval•Implements Change Requests after approval

Assignment Group Manager•Reviews Change Requests for accuracy and completion•Approves or rejects Normal Change Requests

Service Requestor•Submits Service Requests regarding IT services•May be internal or external to the Division of IT

Division of Information Technology

Change Management Roles

Emergency CAB (ECAB)•Reviews and approves or rejects Emergency Change

Requests

Change Advisory Board (CAB)•Reviews and approves or rejects Normal Change Requests •Reviews Normal Change Requests to become

Standard Change Requests•Post Implementation Reviews of selected Change Requests

Change Manager•Accountable for overseeing change management process. •Facilitates Change Advisory Board meetings•Provides training and continual process improvement

Division of Information Technology

Change Advisory BoardMeets each

Thursday at 3:00pm

MembersCheryl Cato

Pete MarchbanksTom GolsonJon Griffey

Joshua KisseeJeff Phillips

Zac Sanders

Emergency Change Advisory Board

Meets as needed

MembersCheryl CatoJon Griffey

Zac Sanders

Division of Information Technology

Three types of Change Requests

● Normal● Standard● Emergency

How they are the same:Core elements of the CR

How they are different:Approval pathLead times

Division of Information Technology

Division of Information Technology

Division of Information Technology

Division of Information Technology

Division of Information Technology

Standard Change Request Lead Time

• Current date plus 4 days = earliest scheduled date

• Allows customers to schedule and plan accordingly

There is no lead time for Emergency Change Requests.

Division of Information Technology

Division of Information Technology

Division of Information Technology

Where Change Management is going...

•ServiceNow Application Backlog Development•Process Improvement based on lessons learned•Onboard additional services (Infoblox, Wireless

Networking, VoIP, Laserfiche, Code Maroon, Campus Firewall,

& other Networking Services)•Change Calendar Publication•Establish Security requirements for CR

November to February

•Assess remainder of services and groups for onboarding•Conduct continual process improvement

March and beyond

Division of Information Technology

Thank you

Questions & Comments?