Module 2:

Change Management

1
Objectives
After completing this lesson, you will
understand:
The Change Management SMF processes and
workflow
Change Management in Service Manager

2
Change Management ITIL
Change Management – a process to ensure
that changes are recorded, managed,
authorized, prioritized, planned, tested,
implemented, documented and reviewed in
a controlled manner
Purpose: respond to customer’s changing
business requirements while maximizing
value and reducing incidents, disruption
and re-work and their impact on the
business
3
Change and Configuration Processes and
Workflow
Baseline the Initiate the Classify the
configuration change change

Approve the Develop and Release the

change test the change change

Validate and
review the
change
4
Change and Configuration Processes and
Workflow
Baseline the Initiate the Classify the
configuration change change

Approve the Develop and Release the

change test the change change

Validate and
review the
change
5
Baseline Configuration
Define Configuration Data to Track Baseline
Baseline
Configuration
Configuration
Create Change Request from any Configuration Item or
Work Item Define
Define
Fields automatically populated Configuration
Configuration
Data
Data
Use Related Items to link to Incidents, other Change
Requests or Problem Records Audit
Audit CMS
CMS
Content
Content
Audit content management systems(CMS)
Content
Can be performed by Change Initiator or Change Owner

6
Change and Configuration Processes and
Workflow
Baseline the Initiate the Classify the
configuration change change

Approve the Develop and Release the

change test the change change

Validate and
review the
change
7
Initiate Change
Initiate an RFC Initiate
Initiate Change
Change
Open a CR directly or from Configuration Item (CI) or
Work Item (WI)
Check Technical Configuration Initiate
Initiate an
an RFC
RFC

If created from CI or WI, automatically validated.

Check
Check
Otherwise add to Configuration Items to Change Technical
Technical
Configuration
Check Business Process
Configuration

Select People to notify Check

Check Business
Business
Process
Process
Identify Business Impact
Enter Impact and Risk Identify
Identify
Business
Business
Update the RFC Impact
Impact

Automatically as you save the form Update

Update the
the
RFC
RFC

8
Change and Configuration Processes and
Workflow
Baseline the Initiate the
configuration. change.

Classify the Approve

change. the change.

Develop and
Release the
test the
change. change.

Validate and
review the
change

9
Classify Change
Identify the Priority Classify
Classify
Change
Change

How soon change will be released

Identify
Immediate, High, Medium, Low
Identify
Priority
Priority

Also fields for Impact and Risk Identify

Identify

Identify the Category

Category
Category

Implemented by Templates
Update
Update the
the
RFC
RFC

Major, Significant, Minor, Standard,

Emergency
Update the RFC
Automatically as you save the form
10
Change and Configuration Processes and
Workflow
Baseline the Initiate the
configuration. change.

Classify the Approve

change. the change.

Develop and
Release the
test the
change. change.

Validate and
review the
change

11
Approve & Schedule Change
Route Change to Approval Approve
Approve &
&
Schedule
Schedule
Change
Change

Add Change Reviewer at Process tab

Route
Route Change

Process Standard Changes

Change
to
to Approval
Approval

Use Standard Change Template Process

Process
Standard
Standard

Analyze Impact
Changes
Changes

Use Impact and Risk fields Analyze

Analyze Impact
Impact

Approve, Reject or Request More Info Approve,

Approve,
Reject
Reject or
or more
more

Approve Review Activity

Info
Info

Update the RFC

Update
Update the
the
RFC
RFC

Automatically as you save the form

12
Approve & Schedule Change

Approval of a change is driven by its category.

Approval for a significant or major change usually begins by presenting

the change to the change advisory board (CAB).
CAB are key people who represent many perspectives and who will be
held accountable for the results of the change.
Emergency changes are normally reviewed by an emergency
committee of the CAB for fast-track approval.
It is up to the CAB to determine if the change should:
Be approved and scheduled.
Be refused and ended.
Be returned to earlier processes of this SMF for further clarification and
consideration.

13
Change and Configuration Processes and
Workflow
Baseline the Initiate the
configuration. change.

Classify the Approve

change. the change.

Develop and
Release the
test the
change. change.

Validate and
review the
change

14
Develop & Test Change
Design the Change Develop
Develop &
& Test
Change
Change
Test

External activity
Design
Design the

Identify Configuration Dependencies

the
Change
Change

Use Related Items tab Identify

Identify
Configuration
Configuration

Build & Test Change

Dependencies
Dependencies

External Activity or create Tasks for

Build
Build &
& Test
Test
Change
Change

Standard changes Review

Review Change
Change

Review Change Readiness

Readiness
Readiness

Manual Activity by Change Owner Update

Update the
RFC
RFC
the

Update the RFC

Automatically as you save the form 15
Change and Configuration Processes and
Workflow
Baseline the Initiate the
configuration. change.

Classify the Approve

change. the change.

Develop and
Release the
test the
change. change.

Validate and
review the
change

16
Release Change
Release Change Release
Release Change
Change

Use Configuration Manager or other

management tools Release
Release Change
Change

Stabilize the Change Stabilize

Stabilize the
the

Test change on pilot customers

Change
Change

Get final Customer Approval

Get
Get final
final
Customer
Customer
Approval
Approval

Document & Communicate Change Document

Document &
&
Communicate
Communicate

Transfer Ownership to Operations Change

Change

Update the RFC

Transfer
Transfer
Ownership
Ownership to
to
Operations
Operations

Automatically as you save the form Update

Update the
the
RFC
RFC
17
Change and Configuration Processes and
Workflow
Baseline the Initiate the
configuration. change.

Classify the Approve

change. the change.

Develop and
Release the
test the
change. change.

Validate and
review the
change

18
Validate & Review Change
Validate Technical Success Validate
Validate &
Review
&
Review Change
Change

Run Reports Validate

Validate

Validate Business Success

Technical
Technical
Success
Success

Run Survey Validate

Validate
Business
Business

Audit Configuration Database

Success
Success

Audit
Audit

Communicate and Record Change

Configuration
Configuration
Database
Database

Update the RFC Communicate

Communicate
and
and Record
Record
Change
Automatically as you save the form
Change

Update
Update the
the
RFC
RFC

19
 Change Management
Change and Configuration SMF
Approve
Approve &
&
Baseline
Baseline Classify
Classify Develop
Develop &
& Test
Test Validate
Validate &
&
Initiate
Initiate Change
Change Schedule
Schedule Release
Release Change
Change
Configuration
Configuration Change
Change Change
Change Review
Review Change
Change
Change
Change

Define
Define Validate
Validate
Identify
Identify Route
Route Change
Change Design
Design the
the
Configuration
Configuration Initiate
Initiate an
an RFC
RFC Release
Release Change
Change Technical
Technical
Priority
Priority to Approval
to Approval Change
Change
Data
Data Success
Success

Check
Check Process
Process Identify
Identify Validate
Validate
Audit
Audit CMS
CMS Identify
Identify Stabilize
Stabilize the
the
Technical
Technical Standard
Standard Configuration
Configuration Business
Business
Content
Content Category
Category Change
Change
Configuration
Configuration Changes
Changes Dependencies
Dependencies Success
Success

Get
Get final
final Audit
Audit
Check
Check Business
Business Update
Update the
the Build
Build &
& Test
Test
Analyze
Analyze Impact
Impact Customer
Customer Configuration
Configuration
Process
Process RFC
RFC Change
Change Approval
Approval Database
Database

Identify
Identify Approve,
Approve, Document
Document &
& Communicate
Communicate
Review
Review Change
Change
Business
Business Reject
Reject or
or more
more Communicate
Communicate and
and Record
Record
Readiness
Readiness
Impact
Impact Info
Info Change
Change Change
Change

Transfer
Transfer
Update
Update the
the Update
Update the
the Update
Update the
the Update
Update the
the
Ownership
Ownership to
to
RFC
RFC RFC
RFC RFC
RFC RFC
RFC
Operations
Operations

Update
Update the
the
RFC
RFC
20
Change Management
Out-of-the-box implementation of core ITIL /
MOF functionality
Review and implementation activities define
flexible change workflow
Standard RFC fields; support for user roles
OOB workflows and templates for typical types
of changes (Standard, Minor, Major, Urgent)
Accurately create RFCs by initiating directly from
Incidents or CIs
Fill in information quickly using templates
Templates for Standard, Major, and Emergency
Change Requests
Templates for User Provisioning Service
Requests and Patch Management Change
Requests
Measure performance and effectiveness through
reports 22
Change Management

23
Change Management

24
Change Management

25
Change Management

Policy and Process Exercises

26
Contoso, Ltd.

Jeff Ford, IT Manager, has decided to

implement a CMS (CMDB) and use
Configurations Management at Contoso.
In order to do this he needs to understand what
should go into the CMS and how can the data
go in there? He also wants to define a way to
validate the data and be sure that the data in
the CMS is up to date.
27
Activities and Considerations for Baselining the
Configuration
Define and collect the configuration data to
track in the CMS
What information should be captured?
Which users need access to service and/or
system component information?
In what format would the information be most
useful to each user?
Does any information in the CMS need to have
restricted access?
How often does data need to be updated?
How will this data be used?
28
Initiate a request for change (RFC)
At Contoso they decided to upgrade all plotters to support
the need for printing in A2 format
What kind of information is to be included in the
change description? For example, the service that will
be affected, the business benefit, and the exact
description of the configuration items to be changed.
Who can initiate a change? Can anyone in the
organization initiate a change?
How will the RFC be categorized and tracked?
Does each service maintain its own set of RFCs?
How are RFCs interlinked and cross-referenced?
Is there a specific RFC for common or standard
changes?
29
Classify Change
At Contoso they decided to upgrade all
plotters to support the need for printing in
A2 format. Now you must
Identify the priority of the change.
Identify the category of the change.
Check and validate the configuration, assess the
risk, and update the RFC.
Which Policies do you need to have in place
?
Which procedures needs to be in place?
30
Approve & Schedule Change

Approval of a change is driven by its category.

Approval for a significant or major change usually begins by presenting

the change to the Change Advisory Board (CAB).
CAB are key people who represent many perspectives and who will be
held accountable for the results of the change.
Emergency changes are normally reviewed by an emergency
committee of the CAB for fast-track approval.
It is up to the CAB to determine if the change should:
Be approved and scheduled.
Be refused and ended.
Be returned to earlier processes of this SMF for further clarification and
consideration.
How do you define who should be represented in the CAB?
31
Schedule Change
When Contoso’s CAB has approved the
change you need to schedule when the
change should be implemented
When is the best time to implement the
change?
Which policies or procedures needs to be in
place?

32
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The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not

33
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