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Org Change ManagementDallas User Group             January 19, 2011
Kyle Brown                       Sathya SridharDirectory of Sales               Professional Services Manager@dfsoftwarein...
Agenda• What is Change Management?• Why do we need Change Management?• Change Management Practices• Using SnapShot for Cha...
Change Management• Process of managing Org enhancements to ensure an  orderly release process             Change by design...
Why do we need Change Management?• Ensure optimal execution of releases through a codified  process    minimize customer ...
Change Management Practices•   Backup, backup, backup•   Document current state, expected changes•   Gain buy-in/ approval...
Process Guidance for Change andRelease Management
Topics of Discussion•   Managing change on-demand•   Principles of on-demand change management•   Maintaining a quality im...
Change ManagementDefined • Change Management is the process by which your   organization identifies, prioritizes, assigns,...
Change ManagementA process of continuous evolution                               Initiate/Plan
Business                              Responsibilities        Daily Changes                    Monthly Changes   Reports ...
Release DefinitionsFor consistent implementation and support, investment requests should be categorized asimmediate, minor...
Change Management Process FlowExample  SFDC UserChange Mgmt Committee  SFDC Admin  IT               Sandbox Environment   ...
Principles of Change ManagementManaging the process    1                                2        Collect ideas and request...
User Feedback & RequestsSuggestions on managing enhancement requests• Implement Salesforce Ideas or Use Chatter
Principles of Change ManagementManaging the process    1                                2        Collect ideas and request...
Prioritizing RequestsDetermining what’s important • An oversight or steering committee should be established to review, an...
Principles of Change ManagementManaging the process    1                                2        Collect ideas and request...
Managing Configuration ChangesBest Practices                                 Development                                  ...
Refreshable Sandbox EnvironmentThe process                                    Source Control Updated production configurat...
Implementing Change RequestsForce.com configuration/code migration tools                         Force.com              Ec...
Migrating ChangesMoving data from Sandbox to Production – Force.com tools  Multiple Sandbox                 IDE           ...
Migrating ChangesMoving data from Sandbox to Production – partner tool      
Controlling ChangeMitigating risk when introducing change               “   ”
Maintaining Compliance(CobIT, ITIL, International Organization of Standardization ISO standards)          •          •    ...
Principles of Change ManagementManaging the process    1                                2        Collect ideas and request...
Communication StrategyBest practice – Assessing your organization’s needs•   A comprehensive communication strategy:    – ...
SnapShot for Change and ReleaseManagement
SnapShot Change and Release Management•   Code free approach•   Schema studio for bulk editing•   Automated push•   Timest...
SnapShot for Change and Release ManagementDEMO
Question and Answer
Q&AQuestion                                               AnswerHow do you find complete list of accounts without      Cre...
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Dallas Salesforce User Group - January 2012 Meeting: Release Management

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Dallas Salesforce User Group - January 2012 Meeting: Release Management

  1. 1. Org Change ManagementDallas User Group January 19, 2011
  2. 2. Kyle Brown Sathya SridharDirectory of Sales Professional Services Manager@dfsoftwareinc @sridharsa6 yrs exp. with salesforce.com Certified Developer 5 years exp. with salesforce.com
  3. 3. Agenda• What is Change Management?• Why do we need Change Management?• Change Management Practices• Using SnapShot for Change Management - Demo• Q&A
  4. 4. Change Management• Process of managing Org enhancements to ensure an orderly release process Change by design, not by chaos!
  5. 5. Why do we need Change Management?• Ensure optimal execution of releases through a codified process  minimize customer frustration resulting from change  and eliminate downtime.• Lifecycle Management  continually manage requirements, enhancement projects and deployed changes• Org health  optimize usability, untangle complex orgs for maintainability, and eliminate bloat• Governance  Control & track: who, what, when and audit results  Document change for compliance Avoid expensive rollbacks!
  6. 6. Change Management Practices• Backup, backup, backup• Document current state, expected changes• Gain buy-in/ approval before applying change• Explain and Train before change occurs• Have the ability to track and verify changes• Have an exit strategy (roll back or alternate implementation)
  7. 7. Process Guidance for Change andRelease Management
  8. 8. Topics of Discussion• Managing change on-demand• Principles of on-demand change management• Maintaining a quality implementation• Questions & feedback
  9. 9. Change ManagementDefined • Change Management is the process by which your organization identifies, prioritizes, assigns, executes and communicates change • In a Salesforce deployment this could result from: – Organizational change – Business process changes – Addition or subtraction of processes – Modeling modifications – Salesforce release of new features and capabilities – Introduction of new custom applications or integrations
  10. 10. Change ManagementA process of continuous evolution Initiate/Plan
  11. 11. Business Responsibilities Daily Changes Monthly Changes Reports  Minor Release: Simple configuration Dashboards changes that do not impact day to day List View Management business or require training. Documentation Management As Required (Target Monthly) User Administration Solution Management  Major Release: New Initiatives and other Communication Templates changes that require training or testing. Email Templates Dates determined by Steering Committee (Target Quarterly)
  12. 12. Release DefinitionsFor consistent implementation and support, investment requests should be categorized asimmediate, minor or major based on level of effortRelease Type Activities Examples Level Of Effort Immediate Release • Small changes that can be implemented in a short time span and • New dashboards and LOW directly in the production environment as needed reports • No additional training • Changes can be configured, tested and deployed with minimal • Field positioning required impact within a single business unit • New related lists (existing • None or minimal impact to • DOES NOT HAVE TO GO THROUGH CHANGE CONTROL objects) integration PROCESS • New roles • Potential candidate for • Data Loads Business Administrators • Territory Alignments Minor (Monthly) • Medium level changes that can be implemented with minor impact • New Fields MEDIUM Release to the production environment • New page layouts • < 1 day of additional • Changes can be configured, tested and deployed with minor impact • New custom Objects training required to one business unit • < 1 week of configuration • New org or sub-org in role or territory hierarchy development • IT involvement Major Release • Large changes that have major impacts to the business or • New AppExchange app HIGH environment • Process-impacting • 1 day of additional training • Changes requiring a significant interface update, data migration configuration changes required and/or integration impact • Data migration impact • > 1 week of configuration • Major releases should be tracked by a standard naming convention • Integration changes development for items such as: Role Hierarchy, Profiles, Page Layouts, Record • > 1 week of integration Types, Sales and Support Processes, sControls • Impacts to multiple business units development • Items that do not need to follow naming convention: Fields, Custom • IT lead Objects, Reports, Dashboards
  13. 13. Change Management Process FlowExample SFDC UserChange Mgmt Committee SFDC Admin IT Sandbox Environment Production Environment
  14. 14. Principles of Change ManagementManaging the process 1 2 Collect ideas and requests Analyze and prioritize from Users requests 4 3 Fully-replicated Communicate to end-Users Configure/develop and about new or changed deploy using Sandbox functionality
  15. 15. User Feedback & RequestsSuggestions on managing enhancement requests• Implement Salesforce Ideas or Use Chatter
  16. 16. Principles of Change ManagementManaging the process 1 2 Collect ideas and requests Analyze and prioritize from Users requests 4 3 Fully-replicated Communicate to end-Users Configure/develop and about new or changed deploy using Sandbox functionality
  17. 17. Prioritizing RequestsDetermining what’s important • An oversight or steering committee should be established to review, analyze and prioritize change requests. The committee should be comprised of members of the: – Administration team – Executive Sponsor – Cross-functional business leads • The committee should meet on a regular basis (e.g. monthly or quarterly) to discuss the change requests received including review current metrics: – Adoption – Usage – Performance
  18. 18. Principles of Change ManagementManaging the process 1 2 Collect ideas and requests Analyze and prioritize from Users requests 4 3 Fully-replicated Communicate to end-Users Configure/develop and about new or changed deploy using Sandbox functionality
  19. 19. Managing Configuration ChangesBest Practices Development Testing Training
  20. 20. Refreshable Sandbox EnvironmentThe process Source Control Updated production configuration User testing in full UAT sandbox CVSStart Refresh sandboxes Parallel development in config only dev orgs
  21. 21. Implementing Change RequestsForce.com configuration/code migration tools Force.com Eclipse Force.com Metadata API Sandbox Force.com IDE Code ShareEasy Access to Code Instantly Set Up Everything You Need Easy to Collaborate and Schema Dev Environments to Build Apps on Projects Force.com Migration Tool Guide @ http://wiki.apexdevnet.com/index.php/Migration_Tool
  22. 22. Migrating ChangesMoving data from Sandbox to Production – Force.com tools Multiple Sandbox IDE Production Environments Deployment Develop Test Train Version Control CVS
  23. 23. Migrating ChangesMoving data from Sandbox to Production – partner tool   
  24. 24. Controlling ChangeMitigating risk when introducing change    “ ”
  25. 25. Maintaining Compliance(CobIT, ITIL, International Organization of Standardization ISO standards) • • •Typical changemanagement process Develop Test Review and approve the Test and validate changes change Deploy into productionTypical compliancedocumentation Records of approval Records of changesrequirements Records of testing from appropriate deployed into and validation results approval authority production
  26. 26. Principles of Change ManagementManaging the process 1 2 Collect ideas and requests Analyze and prioritize from Users requests 4 3 Fully-replicated Communicate to end-Users Configure/develop and about new or changed deploy using Sandbox functionality
  27. 27. Communication StrategyBest practice – Assessing your organization’s needs• A comprehensive communication strategy: – Is targeted training for specific groups or roles – Assesses needs of each audience and is based on functional, cultural or geographical needs – Allows users to prepare before hand (e.g., web based tutorials, etc.) – Provides formal and informal training programs for continuous improvement – Utilizes the right type of training/communication tool for the size and scope of the release• Suggested training and communication tools: – Class room training – Web-based training/recordings – Chatter posts and groups, e.g., Tips & Tricks – Home page Messages & Alerts
  28. 28. SnapShot for Change and ReleaseManagement
  29. 29. SnapShot Change and Release Management• Code free approach• Schema studio for bulk editing• Automated push• Timestamp backups• Data dictionary (with relationships)• Comparison Reports• Governance• Change logs Design, Promote, Monitor
  30. 30. SnapShot for Change and Release ManagementDEMO
  31. 31. Question and Answer
  32. 32. Q&AQuestion AnswerHow do you find complete list of accounts without Create multiple reports, export to excel andactivities (could be case, could be attachment, compare. If just wanting activities (object) usecould be activity, could be case) “Last Activity” (Date) field and run straight activity report where “Last Activity” is blank. Cross object workflow might help track this during the future to create “Last Date Touched”On Professional Edition – How should we Very carefullymanage change without sandbox?Restrict visibility of other reps opportunities (see Create duplicate fields (not best practice), useeverything on their records, fewer on records page layouts (doesn’t address reporting issue orowned by others (contract end dates, size of searches)customer, etc)

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