Change Management ITIL

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Change Management ITIL

  1. 1. CHANGE MANAGEMENT
  2. 2. <ul><li>The following illustrates the stages of change management: </li></ul><ul><ul><li>Oblivious to change - Hey, did the switch just reboot? </li></ul></ul><ul><ul><li>Aware of change - Hey, who just rebooted the switch? </li></ul></ul><ul><ul><li>Announcing change - Hey, I'm rebooting the switch. Let me know if that will cause a problem. </li></ul></ul><ul><ul><li>Authorizing change - Hey, I need to reboot the switch. Who needs to authorize this? </li></ul></ul><ul><ul><li>Scheduling change - When is the next maintenance window? I'd like to reboot the switch then. </li></ul></ul><ul><ul><li>Verifying change - Looking at the fault manager logs, I can see that the switch rebooted as scheduled. </li></ul></ul><ul><ul><li>Managing change - Let's schedule the switch reboot to week 45 so we can do the maintenance upgrade and reboot at the same time. </li></ul></ul>
  3. 3. The Role of Change Management The main aim of the Change Management process is to ensure that standardized methods and procedures are used for efficient and prompt handling of all changes, in order to minimize the impact of change related problems upon the service quality of the organization.
  4. 4. Benefits of Change Mangement <ul><li>Evaluates the risk involved in a change. </li></ul><ul><li>Identifies the cause of changes that are required in IT services. </li></ul><ul><li>Maintains records of changes, which occurs in software and hardware components. </li></ul><ul><li>Provides accurate and timely information about the changes to be implemented in IT services. </li></ul><ul><li>Determines the cost and benefit associated with a change. </li></ul><ul><li>Ensures that changes are implemented with minimum disruption in the working process of the company . </li></ul>Roles in Change Management <ul><li>Change initiator, manager, owner, CAB, controller, implementer </li></ul><ul><li>CAB is implemented at Kohls today </li></ul><ul><li>The initiator, owner, and implementer are usually the same group or person today </li></ul>
  5. 5. Source: Service Orientation: Winning Strategies and Best Practices Author Paul Allen, Cambridge University Press © 2006 (362 pages) Where does Change Management fit in the ITIL framework?
  6. 6. <ul><li>Fundamentals of Change Management </li></ul><ul><li>it is essential that changes are managed and controlled systematically, thus </li></ul><ul><li>minimizing any undue disruption to IT services delivered to the customer. </li></ul><ul><li>RFCs can arise in order to correct a fault in the IT infrastructure that has been </li></ul><ul><li>identified through the Problem Management process. </li></ul><ul><li>provides a way of managing and controlling the way changes are </li></ul><ul><li>initiated, assessed, planned for, scheduled and implemented. </li></ul>
  7. 7. <ul><li>Change Management assists Incident Management by: </li></ul><ul><li>providing the Service Desk with information on current and future </li></ul><ul><li>change activity, as well as change history </li></ul><ul><li>providing controlled implementation of changes </li></ul><ul><li>providing up-to-date information to customers on progress of change. </li></ul>
  8. 8. <ul><li>Problem Management assists Change Management by: </li></ul><ul><li>providing input into the change management process through </li></ul><ul><li>the formal issuing of Requests for Change (RFC). </li></ul>
  9. 9. <ul><li>Configuration Management assists Change Management by: </li></ul><ul><li>recording which CIs have been changed and controlling the status </li></ul><ul><li>of CIs throughout the entire CI lifecycle. Configuration Management </li></ul><ul><li>ensures any changes made to CIs are recorded and kept accurate. </li></ul>
  10. 10. CAB approval IS event calendar Perform change Author RFC and submit Log as implemented xxxx Change Process Change request Change classification Change authorization Change development Change review Change closure Change Management Process
  11. 13. “ THE MORE THINGS CHANGE… THE MORE THEY STAY THE SAME.” -Anonmyous

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