Basic introduction to ITIL Change Management within an IT Infra Shared Services Department; visit me on https://nl.linkedin.com/in/tijsvanvelthoven

1. Q U I C K G U I D E L I N E
IT CHANGE MANAGEMENT - INFRA
Tijs van Velthoven
2014-2015

2. ContentsContentsContentsContents
• Introduction to Change Management
• What is Change Management
• Why Change Management
• Who are Change Management
• The Process…
• Making Change Requests
• Risk Levels
• CAB Infra
• Emergency Changes
• (Remedy) Process Flow
• Project-Related Process(es)
• Appendices:
• A: How to Request a Change in Remedy
• B: Useful Links & Resources
B Y T I J S V A N V E L T H O V E N - I N T E R N A L U S E O N L Y

3. INTRODUCTION TO CHANGE
MANAGEMENT
B Y T I J S V A N V E L T H O V E N - I N T E R N A L U S E O N L Y

4. WHAT IS CHANGE (MANAGEMENT)?
The process responsible for controlling the lifecycle of all
Changes
The primary objective:
to enable beneficial Changes to be made
with minimum disruption to IT Services
A Change is:A Change is:A Change is:A Change is:
an upgrade, modification or addition to services or components
made to improve the day-to-day operations of the business
the impact of improperly managed change can be significant and tends
to be very visible
B Y T I J S V A N V E L T H O V E N - I N T E R N A L U S E O N L Y

5. WHY CHANGE MANAGEMENT?
Change Management Helps with:Change Management Helps with:Change Management Helps with:Change Management Helps with:
• Guaranteeing desirability & feasibility of change requests
Maintaining QualityMaintaining QualityMaintaining QualityMaintaining Quality
By using proofed/tested implementation steps & resources
By limiting impact through risk mitigation steps
Enforce standards by limiting work-arounds
Maintaining EfficiencyMaintaining EfficiencyMaintaining EfficiencyMaintaining Efficiency
Enhanced budget-control (better use of resources)
Time line management (faster delivery)
Reduction of ‘waste’ (failed actions/redundant activities)
Roles & responsibilities clear
B Y T I J S V A N V E L T H O V E N - I N T E R N A L U S E O N L Y
B Y T I J S V A N V E L T H O V E N - I N T E R N A L U S E O N L Y

6. Who are Change Infra?Who are Change Infra?Who are Change Infra?Who are Change Infra? ––––pt.1pt.1pt.1pt.1
• Change Management Infrastructure:
– Part of IT Service Delivery
– Global and Regional presence
Change Manager Infra – Tijs van Velthoven
Global Change Coordinators –
ISM Process Manager Change –
B Y T I J S V A N V E L T H O V E N - I N T E R N A L U S E O N L Y

7. Regional Change Coordination:
China:
…
APAC:
…
EMEA
…
LATAM:
…
North America:
…
Who are Change Infra?Who are Change Infra?Who are Change Infra?Who are Change Infra? ––––pt.2pt.2pt.2pt.2
B Y T I J S V A N V E L T H O V E N - I N T E R N A L U S E O N L Y

8. Who are Change Infra?Who are Change Infra?Who are Change Infra?Who are Change Infra? ––––pt.3pt.3pt.3pt.3
• Division of Roles & Responsibilities:
– Global Change Coordination Team
• General coordination & distribution, escalations
– change coordination of ‘local unit changes’
– distribution & reporting various network changes
• Organizing / hosting CAB
– Incl. maintenance CAB Administration (Sharepoint)
– Regional Change Coordination Team
• Detailed change coordination
• Alignment/planning with all involved parties in a Change
B Y T I J S V A N V E L T H O V E N - I N T E R N A L U S E O N L Y

9. The Process…The Process…The Process…The Process…

10. Changes requested via:Changes requested via:Changes requested via:Changes requested via:
Service Delivery System (i.e. BMC Remedy)
User Portal
CRQ requested by:CRQ requested by:CRQ requested by:CRQ requested by:
Business ‘Key’ users
ICT Coordinators
Information Managers
Business Information Managers
Project Teams
IT Service Delivery Staff
MAKING CHANGE REQUESTS (CRQ)
WHERE & WHO
Business Users
B Y T I J S V A N V E L T H O V E N - I N T E R N A L U S E O N L Y

11. • Summary
– a one line-explanation of the Change on high level
• Notes-Field
– following WHAT, WHY, WHEN, HOW, WHO format
• Select Change Type
– ‘Non-Standard Change’ – assign to xxx-dept.
– ‘Project’ for Umbrella Changes – assign to xxx-dept.
• Production Categorization
– Tier 1 mandatory
– Tier 2 very valuable!
• Relate Incident or Problem #, or Project Umbrella ticket if
relevant, and relate CI-numbers
Making Change RequestsMaking Change RequestsMaking Change RequestsMaking Change Requests
Change ContentChange ContentChange ContentChange Content
B Y T I J S V A N V E L T H O V E N - I N T E R N A L U S E O N L Y

12. RISK LEVELS -PT.1
• Risk Levels determine how a request is processed
• RL1 – CRQ with known- or small impact
• RL2 – Currently not used
• RL3 – CRQ with unknown- or large impact
• RL4 – Significant Change (goes to Service Manager)
• RL5 – Currently not used
B Y T I J S V A N V E L T H O V E N - I N T E R N A L U S E O N L Y

13. RISK LEVELS -PT.2
• Assessed by Change Coordinator, using Risk Level Matrix
B Y T I J S V A N V E L T H O V E N - I N T E R N A L U S E O N L Y

14. CAB INFRASTRUCTURE –PT.1
• CAB Infra: Change Advisory Board Infrastructure
• Who: representatives from various teams within IT Service
Delivery
• When: weekly meeting
• Deadline submission RL3 CRQ’s/IA’s for CAB Review: Midnight (CET) Thursday !!
Remedy-status CRQ must be ‘RFC’ or ‘SFR’
ChangeChangeChangeChange Manager InfraManager InfraManager InfraManager Infra
ChangeChangeChangeChange CoordinatorsCoordinatorsCoordinatorsCoordinators
Server OwnersServer OwnersServer OwnersServer Owners
ServiceServiceServiceService Desk (1Desk (1Desk (1Desk (1stststst LineLineLineLine
Support)Support)Support)Support)
Project ManagementProject ManagementProject ManagementProject Management
OfficeOfficeOfficeOffice
ProblemProblemProblemProblem ManagerManagerManagerManager
Change ManagerChange ManagerChange ManagerChange Manager
ApplicationsApplicationsApplicationsApplications
Service OwnersService OwnersService OwnersService Owners
ValidationValidationValidationValidation CoordinatorCoordinatorCoordinatorCoordinator
Service ArchitectService ArchitectService ArchitectService Architect
3333rdrdrdrd Line EngineeringLine EngineeringLine EngineeringLine Engineering
IT SecurityIT SecurityIT SecurityIT Security
Regional SupportRegional SupportRegional SupportRegional Support Domain ArchitectDomain ArchitectDomain ArchitectDomain Architect
CorporateCorporateCorporateCorporate
CommunicationsCommunicationsCommunicationsCommunications
B Y T I J S V A N V E L T H O V E N - I N T E R N A L U S E O N L Y

15. CAB INFRASTRUCTURE –PT.2
• Why: to review and decide on RL3 CRQs in xxx domain
– Remedy-status ‘RFC’ for in-take acceptance go for IA
– Remedy-status ‘SFR’ for acceptance IA go for implementation
• Others:
– CAB Intake Meeting within Change Team on Friday
– CAB Content uploaded to CAB Sharepoint (xxx-location)
– CAB decisions logged into CRQ Work Info, and to CAB Meeting
Minutes as available on CAB Sharepoint
B Y T I J S V A N V E L T H O V E N - I N T E R N A L U S E O N L Y

16. Emergency ChangesEmergency ChangesEmergency ChangesEmergency Changes pt.1pt.1pt.1pt.1
• What is an Emergency Change?
• Non-Standard Change (low risk 1-2 & high risk 3-4-5)
• Priority “Critical”
• Examples of Emergency Changes
• Restoring a service after a Critical Incident
• Preventing a Critical Incident (i.e. a security patch)
• Following an urgent pressing business or legal need
Final decision on following Emergency Change Process taken by Change
Manager
• Who can request Emergency Change?
• Service Restoration Manager
• All Service Owners
• Appointed representatives of Business
• IT Service Delivery Management Team
B Y T I J S V A N V E L T H O V E N - I N T E R N A L U S E O N L Y

17. • How to request Emergency Change?
• Risk Level 1-2
• Change Coordinator/Manager calls Support Group Coordinator/Service
Owner for priority resource allocation
• Risk Level 3-4-5
• Change Coordinator (on behalf of requestor) requests E-CAB with Change Mgr.
• Change Mgr. may request priority IA to be created first
• Change Mgr. organizes E-CAB with relevant stakeholders (subset of CAB)
• Change Mgr. may be Change Coordinator for Emergency Changes
• If Change Mgr. is not convinced of necessity to apply Emergency Change
procedure, GMT-approval may be requested
Emergency ChangesEmergency ChangesEmergency ChangesEmergency Changes pt.2pt.2pt.2pt.2
B Y T I J S V A N V E L T H O V E N - I N T E R N A L U S E O N L Y

18. Initiate
Review &
Authorize
Plan &
Schedule
Implement Close
Initiate
Review &
Authorize
Plan &
Schedule Implement Close
• Status ‘Draft’ Change Request (CRQ) is created in Remedy
• Requestor is responsible for ticket; Change Team not involved yet
• Status ‘Request for Authorization’ Change Coordinator confirms CRQ is
‘up to standard’
• Status ‘Request for Change’ Risk Level 3 CRQ; CAB decides on next
step(s) – Risk Level 1 CRQ proceeds to next Status
BMC REMEDY PROCESS FLOW - BASIC
B Y T I J S V A N V E L T H O V E N - I N T E R N A L U S E O N L Y

19. Initiate
Review &
Authorize
Plan &
Schedule
Implement Close
• Status ‘Planning in Progress’ Impact Analysis (IA) is created
• Status ‘Scheduled for Review’ CAB reviews RL3 IA, RL1 proceeds to
‘Implement’
• Status ‘Scheduled for Approval’ CAB approves RL3, possibly with
restrictions to be fulfilled
• Status ‘Scheduled’ Change Coordinator builds implementation Tasks
into Remedy
BMC REMEDY PROCESS FLOW - BASIC
B Y T I J S V A N V E L T H O V E N - I N T E R N A L U S E O N L Y

20. Initiate
Review &
Authorize
Plan &
Schedule Implement Close
Initiate
Review &
Authorize
Plan &
Schedule
Implement Close
• Status ‘Implementation in Progress’ Tasks are implemented
• Status ‘Completed’ Requestor receives confirmation finalization CRQ
• Status ‘Closed’ Requestor has accepted final product, case closed
BMC REMEDY PROCESS FLOW - BASIC
B Y T I J S V A N V E L T H O V E N - I N T E R N A L U S E O N L Y

21. BMC REMEDY PROCESS FLOW - EXTENDED
Change PhaseChange PhaseChange PhaseChange Phase Change StatusChange StatusChange StatusChange Status Task Phases activeTask Phases activeTask Phases activeTask Phases active
InitiateInitiateInitiateInitiate DraftDraftDraftDraft Requester write up and submitRequester write up and submitRequester write up and submitRequester write up and submit
Request For AuthorizationRequest For AuthorizationRequest For AuthorizationRequest For Authorization Change Coordinator review, assessChange Coordinator review, assessChange Coordinator review, assessChange Coordinator review, assess
and approve (incl. Risk Level!)and approve (incl. Risk Level!)and approve (incl. Risk Level!)and approve (incl. Risk Level!)
Review & AuthorizeReview & AuthorizeReview & AuthorizeReview & Authorize Request For ChangeRequest For ChangeRequest For ChangeRequest For Change RL3RL3RL3RL3 –––– CAB review and approveCAB review and approveCAB review and approveCAB review and approve
RL1RL1RL1RL1 ---- ProceedProceedProceedProceed
Plan & SchedulePlan & SchedulePlan & SchedulePlan & Schedule Planning In ProgressPlanning In ProgressPlanning In ProgressPlanning In Progress Create Impact Analysis / DeliverCreate Impact Analysis / DeliverCreate Impact Analysis / DeliverCreate Impact Analysis / Deliver
Project Brief and AssessmentsProject Brief and AssessmentsProject Brief and AssessmentsProject Brief and Assessments
Scheduled for ReviewScheduled for ReviewScheduled for ReviewScheduled for Review RL3RL3RL3RL3 –––– CAB review and approveCAB review and approveCAB review and approveCAB review and approve
RL1 ProceedRL1 ProceedRL1 ProceedRL1 Proceed
Scheduled for ApprovalScheduled for ApprovalScheduled for ApprovalScheduled for Approval RL3RL3RL3RL3 –––– CAB approval with restrictionsCAB approval with restrictionsCAB approval with restrictionsCAB approval with restrictions
to be fulfilledto be fulfilledto be fulfilledto be fulfilled
ScheduledScheduledScheduledScheduled Create implementation tasksCreate implementation tasksCreate implementation tasksCreate implementation tasks
ImplementImplementImplementImplement Implementation In ProgressImplementation In ProgressImplementation In ProgressImplementation In Progress Implement tasksImplement tasksImplement tasksImplement tasks
CompletedCompletedCompletedCompleted Requester reviewRequester reviewRequester reviewRequester review
ClosedClosedClosedClosed ClosedClosedClosedClosed B Y T I J S V A N V E L T H O V E N - I N T E R N A L U S E O N L Y

22. The Process…The Process…The Process…The Process…
For ProjectsFor ProjectsFor ProjectsFor Projects

23. PROJECT-SPECIFIC CHANGE MGT. RULES
Umbrella CRQ
Can be created per end PMP Phase 2 (signed Project Brief required)
All Child CRQ’s must be related to Umbrella CRQ
Must be updated per each phase transition to reflect the current phase of project
High Level Design
Created in PMP Phase 3
Required for implementation of all RL3 Child CR’s on QA Environment
Implementation of Child CRQ’s
RL1 Child CR’s can be done per PMP Phase 3
Need to be rolled back in case project stops
RL3 Child CR’s on QA allowed per PMP Phase 4 (Prerequisites: HLD, 4 Assessments, updated PB)
RL3 Child CR’s on PROD only allowed in PMP Phase 5
Testing:
If QA environment can’t be used for UAT, Child CR’s should be implemented on PROD for UAT
Approval of Manager Service Delivery is needed
If UAT fails roll back coordinated by project
Pilots in PROD are done in PMP Phase 4, supported by Project Team
Approval of Manager Service Delivery is needed
Exceptions: If a Project Director wants to by-pass the above alignment rules, he/she is to provide related memo, signed off
by Project-Owner & 1 additional MT Member to Change Mgt.
B Y T I J S V A N V E L T H O V E N - I N T E R N A L U S E O N L Y

24. PROJECT-SPECIFIC CHANGE MGT. RULES
Ticket Coordination
Project-Tickets are to be requested by xxx
When Business requests ‘Project-CRQs’, escalate to PMO for confirmation that Business Project is
known and follows guidelines (4 Assessments, etc)
XXX assigns Ticket to Change Coordinators
For Intake, Risk-Level Assessment, and Approval
RL3-IA Creation for Project-Tickets done by Project Team
Reviewed by ‘MO’ (i.e. by Engineering, Service Owner, Service Desk)
Further CRQ-coordination in one of two ways:
By Change Coordinators
In case CRQ would otherwise be considered an ‘MO Change’
In case implementation plan is crystal clear
In case no ‘special priority/urgency’ is required
By Project Team
In case CRQ requires ‘special’ alignment with resource-owners
In case CRQ is very complicated / requires coordination with multiple other CRQ’s (dependencies)
B Y T I J S V A N V E L T H O V E N - I N T E R N A L U S E O N L Y

25. ArchitectureArchitectureArchitectureArchitecture //// ChangeChangeChangeChange mgtmgtmgtmgt in relation to projectsin relation to projectsin relation to projectsin relation to projects
Risk assessmentRisk assessmentRisk assessmentRisk assessment
- ArchitectureArchitectureArchitectureArchitecture
assessmentassessmentassessmentassessment
(PSA)(PSA)(PSA)(PSA)
- SecuritySecuritySecuritySecurity
assessmentassessmentassessmentassessment
- ValidationValidationValidationValidation
assessmentassessmentassessmentassessment
(1 or separate(1 or separate(1 or separate(1 or separate
assessments,assessments,assessments,assessments,
depending on the typedepending on the typedepending on the typedepending on the type
of project)of project)of project)of project)
RequirementsRequirementsRequirementsRequirements
- Functional
- Non functional /
SaaS
requirements
- Signed ProjectSigned ProjectSigned ProjectSigned Project----
briefbriefbriefbrief
- Umbrella ChangeUmbrella ChangeUmbrella ChangeUmbrella Change
High Level (Service)High Level (Service)High Level (Service)High Level (Service)
DesignDesignDesignDesign
- ContextContextContextContext
- Integration withIntegration withIntegration withIntegration with
other servicesother servicesother servicesother services
and solutionsand solutionsand solutionsand solutions
- DesignDesignDesignDesign
(conceptual /(conceptual /(conceptual /(conceptual /
logical /logical /logical /logical /
physical)*physical)*physical)*physical)*
- Governance /Governance /Governance /Governance /
Service MgtService MgtService MgtService Mgt
Detailed DesignDetailed DesignDetailed DesignDetailed Design
- InterfacesInterfacesInterfacesInterfaces
- ConfigurationConfigurationConfigurationConfiguration
design*design*design*design*
- InfrastructureInfrastructureInfrastructureInfrastructure
design*design*design*design*
- 4 Signed4 Signed4 Signed4 Signed
AssessmentsAssessmentsAssessmentsAssessments
(Sec/Arch/QA/(Sec/Arch/QA/(Sec/Arch/QA/(Sec/Arch/QA/MOMOMOMO))))
- Signed updateSigned updateSigned updateSigned update
ProjectProjectProjectProject----briefbriefbriefbrief
---- Child CRs for BuildChild CRs for BuildChild CRs for BuildChild CRs for Build
on QA Environ.on QA Environ.on QA Environ.on QA Environ.
Design review report /Design review report /Design review report /Design review report /
BRS;BRS;BRS;BRS; RemarkRemarkRemarkRemark BRS canBRS canBRS canBRS can
also be in PMP3 based onalso be in PMP3 based onalso be in PMP3 based onalso be in PMP3 based on
HLDHLDHLDHLD
- Unit testing & UserUnit testing & UserUnit testing & UserUnit testing & User
acceptance testingacceptance testingacceptance testingacceptance testing
(Service Validation)(Service Validation)(Service Validation)(Service Validation)
stronglystronglystronglystrongly
recommended on QArecommended on QArecommended on QArecommended on QA
EnvironmentEnvironmentEnvironmentEnvironment
- Signed off final MOSigned off final MOSigned off final MOSigned off final MO
AssessmentAssessmentAssessmentAssessment
- Impact & prepareImpact & prepareImpact & prepareImpact & prepare
Child CR’s for PROD.Child CR’s for PROD.Child CR’s for PROD.Child CR’s for PROD.
End PMP2End PMP2End PMP2End PMP2
Feasibility PhaseFeasibility PhaseFeasibility PhaseFeasibility Phase
End PMP3End PMP3End PMP3End PMP3
Develop PhaseDevelop PhaseDevelop PhaseDevelop Phase
End PMP4End PMP4End PMP4End PMP4
Accept. PhaseAccept. PhaseAccept. PhaseAccept. Phase
• In case of cloud: provided by vendorIn case of cloud: provided by vendorIn case of cloud: provided by vendorIn case of cloud: provided by vendor
• AB= Architect BoardAB= Architect BoardAB= Architect BoardAB= Architect Board
• Green = Architect requirements. Blue = ISM Change requirementsGreen = Architect requirements. Blue = ISM Change requirementsGreen = Architect requirements. Blue = ISM Change requirementsGreen = Architect requirements. Blue = ISM Change requirements
Sign
off AB
Sign
off AB
(A) Project Director
(R) Service Architect
(A) Project Manager
(R) Service Architect
(C) Domain Architect
(A) Project Director
(R) Domain Architect
(C) Service Architect
(A) Project Director
(R) Project PSO-er
(S) Service Validation
Officer
(S) Service Delivery
Manager
(A) Project Director
(R) Security Officer
(R) Service Architect
(A) Project Director
(R) Project PSO-er
(S) Service Validation
Officer
(S) Service Delivery
Manager
(A) Project Director
(R) Business
(R) Service Architect
(A) Project Director
(R) Project PSO-er
PMP5PMP5PMP5PMP5
ImplementImplementImplementImplement
PhasePhasePhasePhase
---- Implement ChildImplement ChildImplement ChildImplement Child
CR’sCR’sCR’sCR’s on Productionon Productionon Productionon Production
preferable viapreferable viapreferable viapreferable via
ReleaseReleaseReleaseRelease
ManagementManagementManagementManagement
(A) Project Director
(R) Project PSO-er
(S) Release Manager
Sign
CISO/E
A
Sign
off EA
B Y T I J S V A N V E L T H O V E N - I N T E R N A L U S E O N L Y

26. QUESTIONS?
B Y T I J S V A N V E L T H O V E N - I N T E R N A L U S E O N L Y