This document discusses how FinTech companies can embrace change management when making changes to systems in production. It introduces change management and different types of changes according to ITIL. Traditional change management approaches are outlined along with challenges startups face with limited resources. The document then proposes implementing a chatbot to streamline the request for change process and integrating it with systems to automate permissions and code releases. It concludes by emphasizing the importance of external auditing standards like SOC2 and ISO 27001 for change management processes.

1. How FinTech
Embrace Change
Management

2. Hello!
I am smalltown
MaiCoin Group Lead SRE
Taipei HashiCorp UG Organizer
AWS UG Taiwan Staff
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3. How Your Organization Make Changes in Production?
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4. Startup
Enterprise
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5. 5

6. Introduction
Challenge
Implement
Conclusion
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7. Introduction
Challenge
Implement
Conclusion
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8. How About Cryptocurrency Fintech ?
● Custody of Customer Assets (Bank)
● No One Knows Change(s) in the Production
○ Why
○ What
○ Who
○ When
○ Where
○ How
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9. Changes Need to be Managed !
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10. What is Change Management?
● Not New Things, Which Proposed by IBM at 1980, Carried
Forward by ITIL
● Standardized Methods and Procedures to Handling of
Changes
● Minimize the Risk Associated W/ Changes
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11. Change Types (ITIL)
● Standard Changes: Pre-Authorized, Low-Risk Changes that
Follow a Well-Known Procedure
● Emergency Changes: Changes that Must be Implemented
Immediately, For Example to Resolve a Major Incident
● Normal Changes: All Other Changes That Are Not Standard
Changes or Emergency Changes.
● Non-Standard Change Require Submit Request for
Change (RFC)
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12. Traditional Approach
● Tailor-Made Change Process for Organization, A Ticket
System to Track Change Lifecycle, ...etc
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13. Introduction
Challenge
Implement
Conclusion
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14. Insufficient Resource
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15. One Man = One Team
● Don’t Develop RFC Ticket System
● Leverage ChatBot (Serverless)
● Permission Grant/Revoke W/O Human
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16. Productivity Decrease
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17. Keep Only Necessary Step in RFC Flow
Unfreezing Changing Unfreezing
Lewin's Change Management Model
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18. Effectiveness
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19. Don’t Make Appear Better Than It Is
● Integrate RFC ChatBot W/ Change Target System
● Lockdown System Before RFC Get Approved
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20. Culture Impact
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21. People Problem...
● Continuous Improvement
● Communication
● Top Down
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22. Introduction
Challenge
Implement
Conclusion
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23. Analysis Changes in Production
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24. Define RFC Process
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25. System Design
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26. RFC Review Process
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27. Prerequisites
● Define Unique Identifier for Organization Member
● Fighting W/ Jira 󰤫
○ Separate Everything for Different BU
○ Prepare Testing Jira Project
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28. Demonstrate
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29. Permission Grant/Revoke
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30. Prerequisites
● Authentication Mechanism Enable
● Authorization Well-Defined
● Auditing Log Enable
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31. Demonstrate
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32. Code Release
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33. Prerequisites
● Realize What Git Flow Used by The Developer Team
● Define The RFC Approve Criteria
✅ Code Review
✅ **** Testing
✅ Code Coverage
✅ ...
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34. Demonstrate
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35. Introduction
Challenge
Implement
Conclusion
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36. External Auditing - SOC2 Type I
Reference
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37. External Auditing - SOC2 Type II
Reference
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38. External Auditing - ISO 27001
Reference
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39. THANKS!
ANY QUESTIONS?
You can find me at my office:
● Blockchain Engineer
● Backend Engineer
● Frontend Engineer
● ...
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