Optimize the Change Management Process
Respond to business needs faster, with fewer incidents and disruptions.
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Last Revised: April 8, 2014
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- Infrastructure Managers and Change Managers are faced with:
- Too many change related incidents
- Slow change turnaround time
- Too many unauthorized changes
- Too many emergency changes
- Difficulty accurately evaluating changes
- ITIL provides a sound process for Change Management, but it can be difficult for IT departments with different capabilities and needs to adapt.
- Stakeholders often resist Change Management because they see it as slow and bureaucratic.
- Change requests are submitted by multiple stakeholders, making it difficult to prioritize the deployment of changes fairly.
- Change requesters will categorize changes as “Emergency” in order to bypass the regular process, further delaying other changes.
- ITIL provides a good framework for Change Management, but the process is not appropriate for every change request.
- Many organizations are good at enforcing change control (rules and checks), but few establish successful Change Management that allows IT to successfully balance stakeholder need for new and enhanced functionality with the risk that changes pose to the Infrastructure.
- If requestors feel that the process is bureaucratic and slow, they will either bypass it completely and apply unassessed and untested changes, or they will make “Emergency” change requests to ensure that the request is handled more quickly.
- A CAB must be empowered to approve and prioritize changes; they are the gatekeepers protecting the live environment from poorly applied changes.
Impact and Result
- Assess your current process maturity in order to identify critical gaps and prioritize improvement efforts.
- Formalize three distinct processes for Change Management that match the impact and priority of the change.
- Establish and maintain a successful CAB to effectively assess and approve changes.
- Maximize the success of your Change Management process by developing a comprehensive Standard Operating Procedure.
- Track and measure process improvement by monitoring Key Performance Indicators.
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Get to Action
Make the case
Realize the benefits of a more rigorous Change Management process.
Assess the current state
Identify process gaps and prioritize process improvement efforts.
Make and recieve RFCs
Define roles, change categories, and establish the parameters for Emergency, Normal, and Standard changes.
Assess, plan, and test changes
Assess change impact and risk.
Approve, prioritize, and schedule changes
Establish a Change Advisory Board and begin defining the change approval process.
Build and test the release before communicating changes and beginning the deployment.
Create an action plan
Create a roadmap for optimizing your Change Management process.
Module 1: Assess and Establish a Change Management Process
- Introduction to ITIL Change Management process
- Assessment of current change process
- Establishment of a Change Advisory Board (CAB)
- Categorization of changes
- Establishment of processes to match change impact
Key Benefits Achieved
- Comprehensive understanding of current process maturity and performance
- Change process optimization
- Executive stakeholder buy-in for the project.
- Faster and more effective categorization and evaluation of changes by establishing a CAB
- A Change Management process that is streamlined wherever possible for standard, low-risk changes
|1.1||Asess current state||
|1.2||Identify CAB members, authority, and standards||
|1.3||Categorize changes and formalize a process for each type of change||
Module 2: Implement Change Management Practices
- Assessment of change requests based on risk, impact, and business need
- Prioritization of changes that balances the needs of multiple stakeholders
- Standardization of change testing and scheduling
- Implementation of this project to optimize your process
Key Benefits Achieved
- More effective and consistent evaluation of change requests
- Proper prioritization of changes that will satisfy stakeholders and mitigate risk
- Fewer change-related incidents due to rigorous standards for testing and scheduling
- Successful implementation of this project to optimize change processes
|2.1||Complete a change impact assessment||
|2.2||Set change prioritization standards||
|2.3||Set change testing standards||
|2.4||Set change scheduling standards||
|2.5||Set change training and communication standards||
|2.6||Make a plan to implement this project||
Fast-Track a Service Management Roadmap
Optimize the Change Management Process
Establish a Rigorous Problem Management Process
Change and Release Management
Outsource Systems Management to Improve Capabilities and Reduce Costs
Establish a Right-Sized Release and Deployment Management Process
Incident and Problem Management
Establish a Right-Sized Incident Management Process
Deploy Changes More Rapidly by Going Agile
Ensure Service Delivery with Systems Management
Build a Service Catalog
Create a Configuration Management Roadmap
Identify Service Metrics that Matter