IT Change Management

Post Implementation Review Document

Post-Implementation Review (PIR) or Formal closure of the Request For change (RFC)
Generally, once a change is successfully implemented, it is considered to be complete. This, however, does not signify the end of the change management process. The change now moves to the change review process to evaluate and measure its success in the production environment. This final review is called the POST IMPLEMENTATION REVIEW (PIR). After the change has been deployed into the production environment, it is monitored1 and metrics are gathered as input for the post-implementation review.

Purpose of the Post-Implementation Review
The primary purpose of post-implementation review is to analyze the success of the change. In other words, is the change implemented as expected, and is it doing what it was expected to do? Does it meet the business and operational goals for which it was implemented? Does it require additional follow-ups? A secondary, but important, purpose of the post-implementation review is to facilitate a knowledge base for the team, and future teams, to learn from the experience. In that context, the review examines whether the team achieved the result it planned for, what those results actually are, and what caused the results to be different from those planned for, if they are different.

As its name suggests, the post-implementation review focuses on learning how well the change was deployed. It asks the team the following questions: • • • • • Was the change implemented as per approved schedule? Was the change implemented successfully? Were there any impacts during implementation? Was there any last minute change of plans or activities? If change was backed out, what was the reason and were the business informed?

The change manager identifies2 who attends each post-implementation review. Among those who typically attend are: Change initiator Change implementer
1 Operations and change team monitor the service for any incidents caused after implementation or for any unknown impact. 2 Optionally the Service Level Manager, can also be part of the Post Implementation Review team.

IT Change Management
Post Implementation Review Document
Operations manager Change manager Representatives from CAB (These members are notified during the CAB meetings, they do not need to be present during the post implementation review) The change review is the last set of activities for the change management process. If the post-implementation review judges the change to be successful, the RFC is closed and responsibility is transferred to the Operating and Supporting Quadrants. The following figure is a flow chart that illustrates four possible outcomes of the postimplementation review: Change meets original objectives Change needs to be backed out Change needs additional changes to support goals Change does not meet original goals, but does not need to be backed out and does not require further changes

IT Change Management
Post Implementation Review Document

Change Implemented

CM moves RFC to monitoring state

Post Implementation Review Survey Questionaire

Is change successfully deployed ?

No

Were there major/minor deviations from the plan?

No

Are additional RFC required to handle the change?

No

Was the change completely backed out?

Any Violation in Policy?

Yes

Yes

Yes

Update & Close RFC

Update & Close RFC

Relate, Update & Close RFC

Relate new RFC & close

Yes

Policy Violations

Complete

Complete

Complete

Complete

Complete

Rating A

Rating B

Rating C

Rating D

Rating E

Figure 1 Post Implementation Review Process

Description of activities performed during Post Implementation Review.
Change Implemented (Status = Implemented)
The Change Implementer needs to update the RFC to “Implemented” stage once the deployment is completed. This activity needs to be performed within 2 days from the date the change was implemented, failure to do so will lead to Policy Violation.

Post Implementation Review (Status = Under Evaluation) The Post implementation review is done in 2 phases.

IT Change Management
Post Implementation Review Document
1. Observation
The Change Manager moves the RFC from “Implemented” to “Monitoring and Review” stage. The RFC will be kept in this stage for a defined period to monitor if any incidents or other unknown impacts arise due to the implementation.

2. Survey (Questionnaire)
Once the monitoring phase is over, the Change Manager categorizes the implemented change with help of implementer and other responsible staff. The Change Manager publishes a set of questionnaire which is required to be answered by the Change Implementer. These answers are reviewed by a group of nominees and categories are labeled to the RFC. Completed with no Impact Backed out change Minor Incidents occurred Significant impact due to implementation

Labeling the RFC (Status = Completed and Rating = A, B, C, D, E)
Based on the submitted answers, the Change Manager labels the RFC into 5 type3 If the Change is successfully implemented and does not result in any new Incidents the RFC is labeled as completed and given an “A” rating. If the Change is completed with minor/major deviations resulting in minor incidents, the RFC is termed completed once the solutions are applied and given a rating “B”. If the Change is completed, but resulted in Major incidents and require additional RFC’s to patch-up, the RFC is given a Rating “C”. If the Change does not get desired result and needs to be backed out due in any condition, the RFC is given a rating “D” If the Change is not completed within the approved time, or an unauthorized change is implemented, the Change Manager will give a rating “E”.

3 RFC’s with Rating “C, D and E” are forwarded to SVP of respective teams for informational reasons.

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