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Brighttalk - Role of ChM in SI process(1)


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Brighttalk - Role of ChM in SI process(1)

  1. 1. Trusted to deliver excellence © 2013 Rolls-Royce plc The information in this document is the property of Rolls-Royce plc and may not be copied or communicated to a third party, or used for any purpose other than that for which it is supplied without the express written consent of Rolls-Royce plc. This information is given in good faith based upon the latest information available to Rolls-Royce plc, no warranty or representation is given concerning such information, which must not be taken as establishing any contractual or other commitment binding upon Rolls-Royce plc or any of its subsidiary or associated companies. The Role of the Change Management Function in the Service Introduction Process Anthony Oxley IT Change Manager, Rolls-Royce
  2. 2. Change Management Any deliberate action that alters the form, fit, or function of Configuration Items (CI) that impacts the production IT infrastructure. Scope: Defined by business need/statutory regulatory compliance 2 In Scope Out of Scope Production Services, systems, and applications Data management – backup and restore Test/Dev Environments that interface with Production environments. Sandboxed test/dev environments Service Design Packages (Service support and configuration)
  3. 3. Change Management Benefits • Implementing changes in required times • Meet SLA, while optimising costs • Reducing failed changes and rework • Assessing and managing risks • Managing egress of Services from ELS • Agile Risks • Non-compliance/subversion • Legacy perception • Executive support lacking 3
  4. 4. Service Introduction Process Project Delivery Framework: •Considerations – Design – Build – Solution BAU functional testing – Component testing – Service readiness •Output: – Approved as a Service and made available in the Service catalogue. 6
  5. 5. Service Introduction Process Aim To provide a robust and stable mechanism for the controlled delivery of IT Services and Environments, to satisfy a business appetite Scope ALL Services/Environments including Development, Build, Test and Production 7
  6. 6. Service Introduction Process Benefits – Establish a new or changed service WITHIN predicted cost, quality and time estimates. – Ensures integrity of all customer assets, service assets and configurations. – Coordinate activities across projects, suppliers and service teams. – Communications with customers, users and stakeholders. Risks – Non-compliance – Lengthened time frames for delivery – Perception of “blocker” 8
  7. 7. Service Introduction Process Tools Gated process • Inception, Design, Build, Test, Operational acceptance Checklists • Ask the questions at each stage/checkpoint to transition to the next Evidence artefacts • Living documents that form the core of the SDP when the Service is in production 9
  8. 8. Service Introduction Process Tools Checklists 10
  9. 9. Service Introduction Tools Implementation Checkpoint: • Business Change • Design • Testing • Disaster Recovery • Technical Readiness • Production Readiness • Release Management • Training & Communication • Security • Deployment Plan 11
  10. 10. Sample Criteria Production Readiness Support Agreements and SLA: Support RACI defined and agreed. Support agreements, and associated SLA, in place with ServiceProviders and 3rd Parties (as required) and are either activated or ready to be activated. Technical Readiness Implementation Strategy & Plans: Implementation / cutover / fall back plans in place and ready to be activated. Data creation, conversion and/or cutover mechanisms in place and are ready to be executed. Deployment ownership and responsibilities defined and accepted. Disaster Recovery Have the business accepted risks to Service on go live, and who has accepted them? If the RTO/RPO can not be met with the design have the business / service owner been made aware and agreed to revised RTO / RPO? 12
  11. 11. Sample Criteria Security Have all priviledge access accounts been identified and handed over to Production? Release Management Release necessitates a significant outage to the business which impacts beyond Business Continuity Plans Deployment Plans Has the go-live/hand-over date been confirmed and communicated to all relevant teams? 13
  12. 12. Sample Artefacts Organisational Readiness Assessment: • Financial Assessment: Cost of implementing and supporting the service; • Technical Assessment: Effect on IT infrastructure – Hardware, software, interfaces; • Resource Assessment: More/less people? • Organisational Assessment: New functions required to support the service? Service Lifecycle plan • Service Program • Service Transition Plan • Service Operational Acceptance Plan • Service Acceptance Plan 14
  13. 13. Service Introduction Process 15
  14. 14. Service Introduction Process Tools Checklists 16
  15. 15. Service Introduction Process Tools Checklists 17 IT Change Management
  16. 16. Engaging Change Management 18 ProjectDeliveryFramework(Checkpoint5– Implement) RFC created Knowledge Transfer Plan Operational Acceptance Plan Communications plan Deployment Plan Training Plan IT Change Management Process
  17. 17. Delivery of Approved Service Define deployment method: • User self install/Package push/Assisted install/Announcement/Pilot/ELS deployment Engage Change Management • Present at CAB • 7 R of Change Management • Approved deployment plan • Validates deployment readiness 19
  18. 18. Change Management Process flow 20 CAB requirements Yes NO RFC completed fully? Consider at CAB Reject RFC CP5 completed Continue to next Refer to PMO Required artefacts handed over to Run organisation Continue to next Refer to CP5 Knowledge transfer/training completed Continue to next Enter ELS process Deployment plans confirmed Continue to next Create deployment plan Deployment & Support resources confirmed Continue to next Schedule approved Approve RFC for Implementation Reschedule RFC & resubmit
  19. 19. Service Introduction & Change Management Same concept • Identify, define, design, build, test, validate, deploy Appropriate rigour Aligned but different focus • Ready to launch –v- launch ready 21
  20. 20. Service Introduction & Change Management Change Management facilitates Service Introduction Service Introduction supports Change Management function Change Management outputs include addendum to SDP 22
  21. 21. Questions ? 23
  22. 22. Contact details Anthony Oxley, MBCS IT Change Manager, Rolls-Royce Plc 24 +44(0)7730957808 @transitionthis