Change Management

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Change - Management Objective

• Quick and efficient handling of changes
• Improvement in the day to day operations of the
organization
• Minimum impact of risk due to implementation of changes
• Changes can be traced

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Change - Management
• The authorization to make a change in the IT environment.

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Change - Terms
• Request for Change RFC
– A means of proposing a Change to any component of an IT
Infrastructure or any aspect of an IT service
• Change Manager
– The person responsible for filtering, accepting and classifying all
RFC’s
• Change Advisory Board
– The Change Advisory Board (CAB) is a body that exists to approve
Changes and to assist Change Management in the assessment and
prioritisation of changes. As and when a CAB is convened, its
members should be chosen who are capable of ensuring that all
Changes are adequately assessed from both a business and a
technical viewpoint
• Forward Schedule of Change
– The change schedule projected out over a significant amount of
time.

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Change - Inputs and Outputs

• Inputs include
– RFC
– CMDB Information
– Information from other processes (Capacity, Financial etc)
– Change Planning (FSC)
• Outputs
– Updated change planning (FSC)
– Triggers for Configuration Management and Release Management
– CAB Agenda, minutes and action items
– Change Management reports

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Change - Activities
• Recording
• Acceptance
• Classification
• Planning and Approval
• Coordination
• Evaluation

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Change - Critical Success Factors

• Adherence to the change
• Coordination with the IT staff and suppliers trough proper
communication
• Evaluation of change and its repercussions on IT service
stability
• Coordination with configuration management to get
updated CI related information

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Change - Bottlenecks
• Bureaucracy
• Urgent changes
• Lack of communication
• Unclear role
• Wide scope of change

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Change - KPI
• Number of changes with respect to a CI within a given
time frame
• Number of successfully executed changes
• Number of unsuccessful changes
• Number of changes backed out

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Review Questions

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