Download - Creating A Change Advisory Board
![Page 1: Creating A Change Advisory Board](https://reader035.vdocument.in/reader035/viewer/2022081417/55766373d8b42a8f138b47d8/html5/thumbnails/1.jpg)
Copyright Jim Love, John Borwick, and Nancy Crouch 2009. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author.
![Page 2: Creating A Change Advisory Board](https://reader035.vdocument.in/reader035/viewer/2022081417/55766373d8b42a8f138b47d8/html5/thumbnails/2.jpg)
Information Systems | June 3, 2009
Creating a Change Advisory Board
2009 EDUCAUSE SE
Jim Love, John Borwick, Nancy Crouch
![Page 3: Creating A Change Advisory Board](https://reader035.vdocument.in/reader035/viewer/2022081417/55766373d8b42a8f138b47d8/html5/thumbnails/3.jpg)
Presentation Agenda
•Introduce ourselves•Basics of Change Management•Change Advisory Board: First Attempt •“Whoops!”: Second Attempt•Questions and Discussion
![Page 4: Creating A Change Advisory Board](https://reader035.vdocument.in/reader035/viewer/2022081417/55766373d8b42a8f138b47d8/html5/thumbnails/4.jpg)
Wake Forest University
![Page 5: Creating A Change Advisory Board](https://reader035.vdocument.in/reader035/viewer/2022081417/55766373d8b42a8f138b47d8/html5/thumbnails/5.jpg)
Information Systems
![Page 6: Creating A Change Advisory Board](https://reader035.vdocument.in/reader035/viewer/2022081417/55766373d8b42a8f138b47d8/html5/thumbnails/6.jpg)
Jim Love
![Page 7: Creating A Change Advisory Board](https://reader035.vdocument.in/reader035/viewer/2022081417/55766373d8b42a8f138b47d8/html5/thumbnails/7.jpg)
John Borwick
http://www.flickr.com/photos/27043124@N00/1892285322
![Page 8: Creating A Change Advisory Board](https://reader035.vdocument.in/reader035/viewer/2022081417/55766373d8b42a8f138b47d8/html5/thumbnails/8.jpg)
Nancy Crouch
![Page 9: Creating A Change Advisory Board](https://reader035.vdocument.in/reader035/viewer/2022081417/55766373d8b42a8f138b47d8/html5/thumbnails/9.jpg)
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/
![Page 10: Creating A Change Advisory Board](https://reader035.vdocument.in/reader035/viewer/2022081417/55766373d8b42a8f138b47d8/html5/thumbnails/10.jpg)
http://www.flickr.com/photos/modenadude/3289459039/
Change Management
Process
![Page 11: Creating A Change Advisory Board](https://reader035.vdocument.in/reader035/viewer/2022081417/55766373d8b42a8f138b47d8/html5/thumbnails/11.jpg)
GAINING BUY-IN
“I want change control.”
-Mike Spano, Interim CIO
People
![Page 12: Creating A Change Advisory Board](https://reader035.vdocument.in/reader035/viewer/2022081417/55766373d8b42a8f138b47d8/html5/thumbnails/12.jpg)
Our First Change Advisory Board
![Page 13: Creating A Change Advisory Board](https://reader035.vdocument.in/reader035/viewer/2022081417/55766373d8b42a8f138b47d8/html5/thumbnails/13.jpg)
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
![Page 14: Creating A Change Advisory Board](https://reader035.vdocument.in/reader035/viewer/2022081417/55766373d8b42a8f138b47d8/html5/thumbnails/14.jpg)
2.1 BCD aka Project Charter
Process
http://www.flickr.com/photos/farleyj/2768941171/
![Page 15: Creating A Change Advisory Board](https://reader035.vdocument.in/reader035/viewer/2022081417/55766373d8b42a8f138b47d8/html5/thumbnails/15.jpg)
2.2 CAB Schedule
• Monday – Thursday
People
http://www.flickr.com/photos/theogeo/3175146476/
![Page 16: Creating A Change Advisory Board](https://reader035.vdocument.in/reader035/viewer/2022081417/55766373d8b42a8f138b47d8/html5/thumbnails/16.jpg)
2.3 Remedy Change Management Module
Technology
![Page 17: Creating A Change Advisory Board](https://reader035.vdocument.in/reader035/viewer/2022081417/55766373d8b42a8f138b47d8/html5/thumbnails/17.jpg)
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
![Page 18: Creating A Change Advisory Board](https://reader035.vdocument.in/reader035/viewer/2022081417/55766373d8b42a8f138b47d8/html5/thumbnails/18.jpg)
2.5 CAB Infrastructure
• Minutes template• Blackboard
Tools we used…– BMC’s Remedy– Email and Calendar– MS Word– Blackboard
Technology
![Page 19: Creating A Change Advisory Board](https://reader035.vdocument.in/reader035/viewer/2022081417/55766373d8b42a8f138b47d8/html5/thumbnails/19.jpg)
Putting It All Together
![Page 20: Creating A Change Advisory Board](https://reader035.vdocument.in/reader035/viewer/2022081417/55766373d8b42a8f138b47d8/html5/thumbnails/20.jpg)
Who Attends CAB?
• Chair: Assistant CIO, Nancy Crouch
• Team Representatives: Directors
• Change Manager: Originally us
• Presenters: People requesting the change.
People
![Page 21: Creating A Change Advisory Board](https://reader035.vdocument.in/reader035/viewer/2022081417/55766373d8b42a8f138b47d8/html5/thumbnails/21.jpg)
Opportunities For Improvement
• Approvals too slow
• Lots of emergency changes
• One size fits all
• Rubber-stamp approvals
![Page 22: Creating A Change Advisory Board](https://reader035.vdocument.in/reader035/viewer/2022081417/55766373d8b42a8f138b47d8/html5/thumbnails/22.jpg)
“Whoops!”: Our Second Attempt
![Page 23: Creating A Change Advisory Board](https://reader035.vdocument.in/reader035/viewer/2022081417/55766373d8b42a8f138b47d8/html5/thumbnails/23.jpg)
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
![Page 24: Creating A Change Advisory Board](https://reader035.vdocument.in/reader035/viewer/2022081417/55766373d8b42a8f138b47d8/html5/thumbnails/24.jpg)
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
![Page 25: Creating A Change Advisory Board](https://reader035.vdocument.in/reader035/viewer/2022081417/55766373d8b42a8f138b47d8/html5/thumbnails/25.jpg)
In change management v1, all changes were approved by the CAB.
Turn on a new service
Minor application upgrade
Add record for HR
CAB
![Page 26: Creating A Change Advisory Board](https://reader035.vdocument.in/reader035/viewer/2022081417/55766373d8b42a8f138b47d8/html5/thumbnails/26.jpg)
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
![Page 27: Creating A Change Advisory Board](https://reader035.vdocument.in/reader035/viewer/2022081417/55766373d8b42a8f138b47d8/html5/thumbnails/27.jpg)
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??
![Page 28: Creating A Change Advisory Board](https://reader035.vdocument.in/reader035/viewer/2022081417/55766373d8b42a8f138b47d8/html5/thumbnails/28.jpg)
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
![Page 29: Creating A Change Advisory Board](https://reader035.vdocument.in/reader035/viewer/2022081417/55766373d8b42a8f138b47d8/html5/thumbnails/29.jpg)
Other improvements included…
• Identifying on-going change managers• Holding additional training• Creating notification listserves• Reviewing and minimizing data collected
![Page 30: Creating A Change Advisory Board](https://reader035.vdocument.in/reader035/viewer/2022081417/55766373d8b42a8f138b47d8/html5/thumbnails/30.jpg)
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
![Page 31: Creating A Change Advisory Board](https://reader035.vdocument.in/reader035/viewer/2022081417/55766373d8b42a8f138b47d8/html5/thumbnails/31.jpg)
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/
![Page 32: Creating A Change Advisory Board](https://reader035.vdocument.in/reader035/viewer/2022081417/55766373d8b42a8f138b47d8/html5/thumbnails/32.jpg)
Walkthrough of a Change
• Built and tested• Scheduled• Implemented• Verified
http://www.flickr.com/photos/stebulus/231058538/
http://www.flickr.com/photos/stebulus/231058538/
![Page 33: Creating A Change Advisory Board](https://reader035.vdocument.in/reader035/viewer/2022081417/55766373d8b42a8f138b47d8/html5/thumbnails/33.jpg)
Monthly Reports: Changes by Priority
![Page 34: Creating A Change Advisory Board](https://reader035.vdocument.in/reader035/viewer/2022081417/55766373d8b42a8f138b47d8/html5/thumbnails/34.jpg)
Monthly Reports: Changes by Approval Type
![Page 35: Creating A Change Advisory Board](https://reader035.vdocument.in/reader035/viewer/2022081417/55766373d8b42a8f138b47d8/html5/thumbnails/35.jpg)
Conclusion
We discussed….
•Basics of Change Management•Change Advisory Board: First Attempt •“Whoops!”: Second Attempt
![Page 36: Creating A Change Advisory Board](https://reader035.vdocument.in/reader035/viewer/2022081417/55766373d8b42a8f138b47d8/html5/thumbnails/36.jpg)
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]
![Page 37: Creating A Change Advisory Board](https://reader035.vdocument.in/reader035/viewer/2022081417/55766373d8b42a8f138b47d8/html5/thumbnails/37.jpg)
Questions and DiscussionCreating a Change Advisory Board
![Page 38: Creating A Change Advisory Board](https://reader035.vdocument.in/reader035/viewer/2022081417/55766373d8b42a8f138b47d8/html5/thumbnails/38.jpg)
What did you think?
• Your input is important to us!
• Click on “Evaluate This Session” on the Southeast Regional program page.