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Creating A Change Advisory Board

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Wake Forest University established a Change Advisory Board to strengthen communications, reporting, and control of production changes. This session will share lessons learned from establishing the new governance process and improving it over the course of the first year.

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Creating A Change Advisory Board

  1. 1. <ul><li>Copyright Jim Love, John Borwick, and Nancy Crouch 2009. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author. </li></ul>
  2. 2. Creating a Change Advisory Board 2009 EDUCAUSE SE Jim Love, John Borwick, Nancy Crouch Information Systems | June 3, 2009
  3. 3. Presentation Agenda <ul><li>Introduce ourselves </li></ul><ul><li>Basics of Change Management </li></ul><ul><li>Change Advisory Board: First Attempt </li></ul><ul><li>“ Whoops!”: Second Attempt </li></ul><ul><li>Questions and Discussion </li></ul>
  4. 4. Wake Forest University
  5. 5. Information Systems
  6. 6. Jim Love
  7. 7. John Borwick http://www.flickr.com/photos/27043124@N00/1892285322
  8. 8. Nancy Crouch
  9. 9. What Is A “Change”? http://www.flickr.com/photos/missturner/2738639998/ http://www.flickr.com/photos/atbartlett/2432704579/ http://www.flickr.com/photos/dborman2/2259144671/
  10. 10. Change Management http://www.flickr.com/photos/modenadude/3289459039/ Process
  11. 11. GAINING BUY-IN <ul><li>“ I want change control.” </li></ul><ul><li>-Mike Spano, Interim CIO </li></ul>People
  12. 12. <ul><li>Our First Change Advisory Board </li></ul>
  13. 13. First Things First <ul><li>1. Attendees </li></ul><ul><li>2. Agenda </li></ul><ul><li>2.1 Change Management BCD </li></ul><ul><li>2.2 CAB Meeting Schedule </li></ul><ul><li>2.3 Remedy Change Management Module </li></ul><ul><li>2.4 Change Management Procedure </li></ul><ul><li>2.5 CAB Infrastructure </li></ul><ul><li>3. Action Items </li></ul>
  14. 14. 2.1 BCD aka Project Charter Process http://www.flickr.com/photos/farleyj/2768941171/
  15. 15. 2.2 CAB Schedule <ul><li>Monday – Thursday </li></ul>People http://www.flickr.com/photos/theogeo/3175146476/
  16. 16. 2.3 Remedy Change Management Module Technology
  17. 17. <ul><li>All change requests followed same path. </li></ul><ul><li>Submit change request when you are ready for implementation. </li></ul>2.4 Change Management Procedure Process
  18. 18. 2.5 CAB Infrastructure <ul><li>Minutes template </li></ul><ul><li>Blackboard </li></ul><ul><ul><li>Tools we used… </li></ul></ul><ul><ul><li>BMC’s Remedy </li></ul></ul><ul><ul><li>Email and Calendar </li></ul></ul><ul><ul><li>MS Word </li></ul></ul><ul><ul><li>Blackboard </li></ul></ul>Technology
  19. 19. Putting It All Together
  20. 20. Who Attends CAB? <ul><li>Chair: Assistant CIO, Nancy Crouch </li></ul><ul><li>Team Representatives: Directors </li></ul><ul><li>Change Manager: Originally us </li></ul><ul><li>Presenters: People requesting the change. </li></ul>People
  21. 21. CAB Agenda Structure <ul><li>Microsoft Word Document: </li></ul><ul><ul><li>Attendees </li></ul></ul><ul><ul><li>On-call pages </li></ul></ul><ul><ul><li>Post-Implementation Reviews </li></ul></ul><ul><ul><ul><li>Emergency and Regular changes </li></ul></ul></ul><ul><ul><li>Old Business Items </li></ul></ul><ul><ul><li>Requests for Change (RFCs) </li></ul></ul><ul><ul><li>Project Gate Reviews </li></ul></ul><ul><ul><li>Action Items </li></ul></ul>
  22. 22. Opportunities For Improvement <ul><li>Approvals too slow </li></ul><ul><li>Lots of emergency changes </li></ul><ul><li>One size fits all </li></ul><ul><li>Rubber-stamp approvals </li></ul>
  23. 23. <ul><li>“ Whoops!”: Our Second Attempt </li></ul>
  24. 24. In change management v1, changes were approved after they had been built and tested. Change built Change tested Change submitted … wait… CAB approval Change implemented Identify a change
  25. 25. In change management v2, changes are approved before they have been built and tested. Change built Change tested Change scheduled Change implemented Identify a change Approve change
  26. 26. In change management v1, all changes were approved by the CAB. Turn on a new service Minor application upgrade Add record for HR CAB
  27. 27. In change management v2, there are three levels of “approval authority.” Turn on a new service Minor application upgrade Add record for HR CAB ISMB Local Authority
  28. 28. In change management v1, we spent a lot of time figuring out who should handle a change. Service request submitted Help Desk ticket submitted Internal request submitted Team A? Team B? Team C? Team D? Who knows??
  29. 29. In change management v2, all changes are sent to “change intake” to be classified. Service request submitted Help Desk ticket submitted Internal request submitted Change intake
  30. 30. Other improvements included… <ul><li>Identifying on-going change managers </li></ul><ul><li>Holding additional training </li></ul><ul><li>Creating notification listserves </li></ul><ul><li>Reviewing and minimizing data collected </li></ul>
  31. 31. Walkthrough of a Change <ul><li>Deadline passes </li></ul><ul><li>Agenda prepared and emailed </li></ul>http://www.flickr.com/photos/aidanmorgan/2331754875 / Deadline CAB Noon Monday Tuesday Noon Wednesday Thursday
  32. 32. Walkthrough of a Change <ul><li>The CAB will: </li></ul><ul><ul><li>Approve </li></ul></ul><ul><ul><li>Reject </li></ul></ul><ul><ul><li>Escalate to IS Management Board </li></ul></ul><ul><li>Meeting minutes are sent out. </li></ul>http://www.flickr.com/photos/jeremyfoo/2184953589/
  33. 33. Walkthrough of a Change <ul><li>Built and tested </li></ul><ul><li>Scheduled </li></ul><ul><li>Implemented </li></ul><ul><li>Verified </li></ul>http://www.flickr.com/photos/stebulus/231058538/ http://www.flickr.com/photos/stebulus/231058538/
  34. 34. Monthly Reports: Changes by Priority
  35. 35. Monthly Reports: Changes by Approval Type
  36. 36. Conclusion <ul><li>We discussed…. </li></ul><ul><li>Basics of Change Management </li></ul><ul><li>Change Advisory Board: First Attempt </li></ul><ul><li>“ Whoops!”: Second Attempt </li></ul>
  37. 37. University ITSM Web Site <ul><li>http://itsm.is.wfu.edu </li></ul><ul><li>Templates </li></ul><ul><li>Blog entries & lessons learned </li></ul><ul><li>ITIL v3 Foundations training information </li></ul><ul><li>Fly-ins: contact Kriss Dinkins at [email_address] </li></ul>
  38. 38. Questions and Discussion <ul><li>Creating a Change Advisory Board </li></ul>
  39. 39. What did you think? <ul><li>Your input is important to us! </li></ul><ul><li>Click on “Evaluate This Session” on the Southeast Regional program page. </li></ul>

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