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Building and Improving

IT Service Change Management
John Borwick

Who’s this guy, anyways?
John Borwick
University Libraries IT Services Director
and IT process consultant, Virginia Tech

• IT manager since 2005
• ITIL Expert, PMP, CGEIT certificates
Career goal: make people’s lives easier
through improved IT management.

Pre-conference survey
• 12 of 16 are building the process
• 4 of 16 are improving the process
• 6 of 16 have ITIL Foundations cert
• 1 has ITIL Expert cert
• 4 people shared advice

Survey advice for people starting to
investigate IT service management
• It is imperative to use a change management process
if you want to be an industry leader.
• You'll see the benefits shortly after you implement it
well, even though the feeling of immediate slowness
impact consequence of control measures!
• Learn from others and look at best practices.
• Change Management may seem like a road block to
many people. The only way it will work is if everyone
sees the benefits that change management adds to
the institution.

Summarized preconference survey goals








Broad understanding of the process
How to build from scratch
Need to review process vs. ITIL, peers, or best practice
How to get all areas of IT to participate
How to better coordinate change across locations
Understand higher ed vs. more structured industries
Build vocabulary/terminology
Right-sized/appropriate process vs. ITIL doctrine
My team’s going to be doing change management

Introductions
• Name
• Institution
• Building vs. improving change
management?
• Anything to add to goals for today?

Agenda



Level-setting: ITIL background
Getting buy-in/support
Process triggers
Change management in practice,
activity by activity
• Change management and other
processes
• Other thoughts and review

Level-setting: ITIL background

Why am I saying “IT service change
management?”
Other “change managements:”
• IT service change management
• Organizational change management
• Project scope change management

The Service Lifecycle




Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement

The Service Lifecycle




Service Strategy
IT Service
Service Design
Change
Service Transition
Management
Service Operation
lives here
Continual Service Improvement

Thoughts?
“IT service change management is the
driving process of IT service
management”

IT service management benefits of
IT service change management
• 80% of outages caused by change
• 80% of MTTR spent trying to
determine what changed
Gene Kim, George Spafford, and Kevin Behr, The Visible Ops
Handbook: Implementing ITIL in 4 Practical and Auditable
Steps, Revised First Edition edition (IT Process Institute,
Inc., 2005).

Key IT service change management
takeaways from Service Transition




“Request for change” (RFC) records
Change manager role
Change advisory board (CAB)
Change calendar
Types of changes
– Emergency changes
– Latent changes
– Pre-approved changes
– Change models

See also
• EDUCAUSE ITIL CG
• itSMF Higher Education COI
• ITIL intermediate training
(RCV or Service Transition)

Getting buy-in/support

John B’s continuum of process
perception



Unnecessary evil
Necessary evil
Helpful
Strategic asset

Stakeholder identification
Who are the stakeholders in IT service
change management?

Levels of support
• Active supporters
• Active opponents
• Passive opponents

Stakeholder analysis
How can you win over these
stakeholders?
What do they value?

Process triggers

Process components

Inputs

Triggers

Process
Activity A
Activity B
Activity C

Outputs

What types of things are “changes” in
your environment?
What types of things are not changes?

Examples of common “changes” that
may not require documented RFCs:
• Service requests
• Access requests
• Certain types of pre-approved
changes

When is your change process
triggered?

Change management in practice,
activity by activity

John B’s change management activities








Create and record RFC
Review RFC
Assess and evaluate RFC
Authorize RFC build and test
Coordinate change build and test
Authorize change deployment
Coordinate change deployment
Review and close change record
Emergency change process

Create and record RFC
• Where do RFCs come from?
• What is collected?
• Where are you recording RFCs?

Create and record RFC
How do different stakeholders create
RFCs?

Create and record RFC
What fields do you collect?

Create and record RFC
What fields do you collect?






Change requester
Change category
Risk, impact, and urgency
Business purpose
Change builder & change implementer
Requested start/end dates
Summary title

+ automatically-generated:
• RFC ID
• Creation date
• Status

Create and record RFC
Where are you recording RFCs?

Create and record RFC
Where do you keep your backlog?
e.g. RFCs kept in “Draft”

Create and record RFC
Other tips/thoughts?

Review RFC
• Who’s doing this review?
• What are they reviewing?

Review RFC

• Check that fields are accurate
• Check for duplicates/similar RFCs

Review RFC
Other tips/thoughts?

Assess and evaluate RFC
• What are the rules by change
classification?
• What information is needed for an
informed approval?

Assess and evaluate RFC
What are the rules for the change
classification?
• Change classifications

Assess and evaluate RFC
What information is needed for an
informed approval?
• Change risk/impact
• Priority

Assess and evaluate RFC
Other tips/thoughts?

Authorize RFC build and test
• How do you run a CAB?
• Who attends a CAB?
• Who approves what?

Authorize RFC build and test
How do you run a CAB?



CAB review deadline
Permanent members
Clear change authority
Agenda & minutes

Authorize RFC build and test
Who attends a CAB?
• Change authority
• Permanent members
• RFC-specific attendees

Authorize RFC build and test
Who approves what?
• Low risk/impact
– Simple approval

• Medium risk/impact
– CAB ?

• High risk/impact
– IT management board? or IT
governance?

Authorize RFC build and test
Other tips/thoughts?

Coordinate change build and test
• What does the change management
process care about in this step?

Coordinate change build and test
What does the change management
process care about in this step?

Coordinate change build and test
Other tips/thoughts?

Authorize change deployment
• Who authorizes the change
deployment?
• How does the change get scheduled?

Authorize change deployment
Who authorizes the change
deployment?

Authorize change deployment
How does the change get scheduled?

Authorize change deployment
Other tips/thoughts?

Coordinate change deployment
• How do people find out about the
change?
• Who’s performing the work?
• What’s the plan if things go wrong?

Coordinate change deployment
How do people find out about the
change?

Coordinate change deployment
Who’s performing the work?

Coordinate change deployment
What’s the plan if things go wrong?

Coordinate change deployment
Other tips/thoughts?

Review and close change record
• How do you determine how well
things went?
• How do you “close the loop” to
improve the change management
process?

Review and close change record
How do you determine how well things
went?

Review and close change record
How do you “close the loop” to improve
the change management process?

Review and close change record
Other tips/thoughts?

Emergency change process
• When is something considered an
“emergency change”?
• Who approves emergency changes?
• How do you review/close the loop for
emergency changes?

Emergency change process
When is something considered an
“emergency change”?

Emergency change process
Who approves emergency changes?

Emergency change process
How do you review/close the loop for
emergency changes?

Emergency change process
Other tips/thoughts?

Change management connected to
other processes

IT service change management and
service request management
Service request
catalog
Enhancement
request

RFC

IT service change management and
project management
IT Project X
RFC
Deliverable
A
Deliverable
B
Deliverable
C

RFC

RFC

IT service change management and
software development
RFC
User story A
User story B
User story C

Create and record RFC
Review RFC
Assess/Evaluate RFC
Authorize RFC build and test
Coordinate change build and test
Authorize change deployment
Coordinate change deployment
Review and close change record

IT service change management and
software development
RFC

DEV
TEST
PPRD
PRO
D

Create and record RFC
Review RFC
Assess/Evaluate RFC
Authorize RFC build and test
Coordinate change build and test
Authorize change deployment
Coordinate change deployment
Review and close change record

Other thoughts and review

What we talked about



Level-setting: ITIL background
Getting buy-in/support
Process triggers
Change management in practice,
activity by activity
• Change management and other
processes

Other tips, questions, or things to
share?

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