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The Art of Change
Arvind PITIL Consultant
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Agenda• Purpose of change Management• Impacts of No/Improper change
implementation• ABC’s of change management• Process & Execution
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What is change Management
The process responsible for controlling the lifecycle of strategic &
operational changes in an IT environment.
Planned Outage
ScheduleChange
Virus scanner updateUpgrade
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Goal of Change Management
• Ensure Standard methods & procedures• Efficient & prompt Handling• Minimizing Impact• Guarantee Low risk
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What is really happening w/o Change Mgmt
Half Baked
Maverick
One man show
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Popular Goof-ups
Are You A Victim?
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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.
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Throw light with Change mgmt
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Accountability & Responsibility
• Get clear visibility.• Know the right facts.• Account all your stake holders
respectively.No
Ownership
No Accountabili
ty
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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.
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Change Management Facts
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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
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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.
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Assessing a proposed change
• Risk Vs Benefit
Risk Benefit
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The Process
Request for Change Planning
CAB Recommendation
Approvals Change Implementation - Release Mgmt
Post implementation Review
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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
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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.
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Role of Change Manager
Submits for approval again, if
necessary.
Approve/reject the change based on the CAB recommendations
Analyzes the CAB recommendation
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Change Execution & implementation
• Planning the Schedule
• Breaking down the change into sub-tasks
• Packaging and deploying
Execution m
atters
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Post Implementation Reviews
Feedback helps to improve in future & learn from past experiences.
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ITSM Tools
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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.
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Upcoming Webinar in this series
Understanding ITIL CMDB By Nandini krishnan
On 21st July at 2 pm EDT.
Don’t Miss it.
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