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Change Management Best Practices

Change Management Best Practices

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Published by TechExcel
Many IT organizations are familiar with the Monday Morning Crisis. Most IT problems are realized on Monday mornings because a change was implemented over the weekend and no formal process was followed. The organization is sent into reactive mode as IT struggles to resolve the issue and get everything back up and running. Change Management was created to handle situations just like this. A good change management process acts like a traffic controller at an airport. It will make certain that everything flows smoothly and that there are limited communication gaps.
Many IT organizations are familiar with the Monday Morning Crisis. Most IT problems are realized on Monday mornings because a change was implemented over the weekend and no formal process was followed. The organization is sent into reactive mode as IT struggles to resolve the issue and get everything back up and running. Change Management was created to handle situations just like this. A good change management process acts like a traffic controller at an airport. It will make certain that everything flows smoothly and that there are limited communication gaps.

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Published by: TechExcel on Aug 18, 2011
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Change Management Best Practices
 
www.techexcel.com
Step 2: Design a Change Request Form
A proposed change request should include a complete
descripon and the intent or purpose of the change.In addion, the person or department who requests thechange should include informaon that describes whoor what will be affected during implementaon and aerdeployment. This could include locaons, departments,user groups, servers, and applicaons.
Step 1: Dene a Complete Process for All Changes
The following should be considered when designing a change management process:
 
How changes are requested
 
How to assign priories
 
How changes are processed and scheduled for implementaon
 
Who will receive change requests
 
Who will track and schedule changes
 
How changes are applied
 
Change escalaon guidelines
 
List of criteria for backing out changesif a problem occurs
 
Back-out Procedures
How the change process will be measured foreffecveness
Step 3: Create a Change Advisory Board (CAB)
Create a change advisory board that includes representaon from every user groupwithin your organizaon. The board should review all change requests and approveor deny each request based on completeness, readiness, business impact, businessneed, and any other conflicts. The board should review each change in orderto ensure all associated documentaon is complete, based on the risk level. The boardshould consider business impact and requirements when reviewing change requests.Once a change has been approved, the change advisory board is responsible for thecommunicaon of the change to all affected pares.
· Change Requestor · Descripon of Change· Date submied · Test Plan· Target date for the implementaon of change · Backout Plan· Service desk tracking number (if applicable) · Idenfy who and what will be affected· Risk level of change · Relevant Documentaon
Tip: Items to include on a Change Request
Submit New
Request
Inial Approval
Send to CAB
CAB Approved;
ImplementValidate Change
Validaon Successful
Change Complete
N  d   M  r  I  f  
Send to CAB
 R e q u e s t R e j e c t e d
R  e  q  u  e  s  t  R  e   j  e  c  t  e  d   
 N e e d  M o r e I n f o
V   a  l   i   d   a  t   o  n   F   a  i   l   e  d   
ImplementaonEmergency Change Approved
RequestRejected
AddionalInfo RequestedNew
Change
Pending ReviewAdvisoryBoard Review
Change
Implementaon
Change
Validaon
ChangeCompleteError inChange
Many IT organizaons are familiar with the Monday Morning Crisis. Most IT problems are realized on Monday mornings becausea change was implemented over the weekend and no formal process was followed. The organizaon is sent into reacve modeas IT struggles to resolve the issue and get everything back up and running. Change Management was created to handlesituaons just like this. A good change management process acts like a traffic controller at an airport. It will make certain thateverything flows smoothly and that there are limited communicaon gaps.
Keep in mind some changesmay require user training
Tip:
 TechExcel ServiceWise includes agraphical workow editor. Withthis editor, organizations may‘draw’ their process into place. To the left is an example of how an organization mightchoose to implement thechange mangement process.
Sample Change
Management Process
A Step-by-Step Guide
      I      T      I      L
StepStep
by
 
Change Management Best Practices
 
www.techexcel.com
By Chandra Callicu, Product Manager, TechExcel, Inc.
Step 6: Implement with Care
Apply approved changes systemacally, making certain to monitor the results. If the changes being made are having anadverse affect on other systems or applicaons, back out of the change. In the event a planned change does not producethe expected results ,make certain to document the process that was followed so that future plans will not include faultydesign.
 
Step 4: Designate a Change Controller
A must for successful change management is the change controller. This role is generally held by a memeber of IT that willact as a coordinator for all change process details.
Accept and review all change requests, making certain they are accurate and complete
Run periodic change review meengs with change advisory board personnel
Present complete change requests to the advisory board for review of business impact, priority, and scheduling
Maintain a change calendar that is made public to help eleviate scheduling conflicts
Help communicate changes to appropriate locaons, departments and teams
Monitor changes as they are implemented for accuracy, and make certain only authorized changes are being deployed
During Implementaon, when a change does not go according to plan, do not connue to make addional changes.Instead, abort the scheduled change and set up a test environment that can foster the creaon of a new plan.
A Change Controller is Responsible for the Following:
Step 5: Make Communication a Top Priority
Once a change has been approved, the next step is to communicate details of the change by sengexpectaons, aligning support resources, communicang operaonal requirements, and informingusers. The risk level and potenal impact to affected groups, as well as scheduled downme as a resultof the change, should dictate the communicaon requirements.
Tip:
TechExcel ServiceWise includes a public calendar for viewing scheduled changes
Server Memory Upgrade - 2PMPhone Message Update - 4PM
Database Server Maintenance - 1AME-mail Server Upgrade - 2AMERP Applicaon Patches - 11PM
Schedule of Changes
A Step-by-Step Guide

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