①Actions for building activated workplaceKoichiro Toda
TMS(Total management System) is the core of TPS(TOYOTA Production System) which is the original concept of Lean.
TMS shows a framework for changing working behavior to Lean.
ITIL For Those Who Don't Have The Time
Understand and implement ITIL Service Support without shedding blood!
The ITIL Heroes Handbook gives you a quick backgrounder on ITIL basics and dives deep into ITIL Service Support with examples drawn from customers. It packs some action; you get to implement a Service Desk to understand how easy it is.
Oh, I almost forgot the comic approach keeps you awake while you are trying to read all the stuff.
①Actions for building activated workplaceKoichiro Toda
TMS(Total management System) is the core of TPS(TOYOTA Production System) which is the original concept of Lean.
TMS shows a framework for changing working behavior to Lean.
ITIL For Those Who Don't Have The Time
Understand and implement ITIL Service Support without shedding blood!
The ITIL Heroes Handbook gives you a quick backgrounder on ITIL basics and dives deep into ITIL Service Support with examples drawn from customers. It packs some action; you get to implement a Service Desk to understand how easy it is.
Oh, I almost forgot the comic approach keeps you awake while you are trying to read all the stuff.
Integrating ITSM Frameworks, Standards and Processes - ITSM Academy WebinarITSM Academy, Inc.
To successfully achieve IT Service Management (ITSM) best practices, organizations need to adopt multiple ITSM frameworks and standards.
This presentation describes when and how to integrate the most widely used ITSM frameworks and standards, such as ITIL®, COBIT, ISO/IEC 20000 and Microsoft Operations Framework (MOF).
Presentation from the 5th itSMF SEE Regional Event on title: KEY ITSM DRIVERS FOR BUSINESS SUCCESS.The conference covered more than 30 inspiring and thought-provoking sessions, and as such it was the biggest and best-ever IT Service Management programme of seminars, panel discussions and keynotes in South East Europe. (http://www.itsmf.org.rs/drupal/content/itsmf-see-2011-programme)
Online version of the presentation - http://prezi.com/lstdrvohprmp/belgrad-prezentacija/
How can service transition support very rapid change in a modern IT environment?
This presentation considers the impact of cloud services and Agile, initiatives like DevOps and supporting technologies such as continual integration and continual deployment, and how can you integrate them into your IT service management practices?
You can listen to a recording of Stuart Rance and David Wheable delivering this presentation at https://www.brighttalk.com/webcast/534/95253
IT governance helps customers and providers talk about value, costs, and risks–three key components in the definition of an IT service.
IT service management can support IT governance by making IT more transparent, by adding control points for governance, and by better connecting what IT does to what the institution most needs. Conversely, IT governance can support IT service management by advocating for IT services and by providing a high-level decision-making framework, firm commitments, policies, and architectural standards.
We’ll briefly review what IT governance is, and then talk about the role of specific IT service management processes in supporting IT governance–processes such as IT service portfolio management, IT financial management, IT supplier management, IT change management, and IT continual service improvement. We’ll also briefly introduce how COBIT 5 can help ITIL practitioners connect service management capabilities to IT governance.
Integrated IT Service Management: From Strategy to Implementing to User AdoptionCA Technologies
Service Management is becoming increasingly pervasive as a key ingredient in the fabric of the business and IT. Explore how Service Management must integrate with all aspects of the IT environment, including project and infrastructure management, and take a close look at a real-life example at a major healthcare organization.
To learn more about Service Management solutions from CA Technologies, please visit: http://bit.ly/1wEnPhz
More and more companies are closely examining IT operations, and IT leaders are constantly under pressure to provide more service with less. Research shows that corporate IT spend as a percentage of revenue ranges from 3.46% to 0.89%, and industry analysts predict IT departments will face 5-10% budget reductions in the coming fiscal year. What can be done to alleviate some of these pressures?
When companies are able to align IT costs to business objectives, it significantly increases the strategic value of the company's IT investments. Learn how IT leaders are applying Lean Six Sigma to align IT costs with overall business objectives. Compare typical approaches to IT cost reduction and the advantages/disadvantages of each and hear case studies from other companies implementing Lean Six Sigma in IT.
Learn how to get started with Lean Six Sigma in IT and how to effectively assess your current IT operations.
David Pultorak ISECON 2007 Keynote: IT FrameworksDavid Pultorak
IT isn not just about technology and technical acumen. People—the jobs and roles people take on in IS, and Process—the key things that need to get done, like managing changes and problems and IT infrastructure configuration, are what constitute the professional disciplines of IS, and are vital to the success of IS professionals.
With the trend towards greater expectations from business of IS professionals to run IT as a business and to demonstrate business value, the need for professional discipline in IS is becoming more and more acute. Sadly, in too many cases the bulk of the coverage is on technical acumen, and we don't do enough to ensure staff acquire the professional disciplines—the people and process disciplines—they need to excel.
In this keynote session, noted speaker, author, and educator David Pultorak will present the most important frameworks for IT Management, frameworks that spell out the people and process disciplines, and potential value of each, and will go on to challenge our audience to include coverage of these frameworks. Frameworks covered will include:
AS 8015, ASL, BiSL, CobiT, eSCM, eTOM,
Generic Framework for Information Management (PrimaVera)
IPMA Competence Baseline, ISO/IEC 20000, (formerly BS15000)
ISO 27001 (ISO 17799/BS7799), ISO 9000 (GB/T 19000)
ISPL, IT Balanced Scorecard, ITIL, ITS-CMM, ITUP
MOF, MSF, PMBoK, PRINCE2, M_o_R, MSP, Six Sigma, TickIT, TQM
About David Pultorak David Pultorak is recognized authority in IT management who has devoted 20 years to helping organizations including top Global 2000 companies get better results from their service and process management efforts. David has contributed to IT management frameworks and publications, including the IT Infrastructure Library (ITIL) and Microsoft Operations Framework (MOF). He is the author of four books, including the popular "MOF, a Pocket Guide", which has been translated into six languages. His latest book is "IT People: Doing More with Less" with Harris Kern. His articles have appeared in periodicals from Data Center Magazine to Directors Monthly, and his work has been featured on nearly every leading industry portal including BetterManagement, Data Center Management, Support World, ITSMwatch. Mr. Pultorak is a regular and passionate speaker at national and international IT events including AFCOM, AITP, CMG, HP Software Forum, HP World, HDI, itSMF, PMI, SHARE, and SIM. Mr. Pultorak was a long-time adjunct IS professor at a number of local universities in the Philadelphia area and is a founding member of the University of Pennsylvania’s Center for Organizational Dynamics (www.organizationaldynamics.upenn.edu/center). Mr. Pultorak IT certifications earning include ITIL Managers certificate, ICCP CCP, CDP, and CSP, and Microsoft MCSE.
Is implementing ITIL really simple? It is easy to hear about ITIL from a consultant or read from a blog or even attend an ITIL course, but the hardest part comes while implementing those processes in an environment. Each and every organization is different; they vary with people, processes, environment, type of support they provide, help desk and much more. This white paper is intended to help the IT managers to self assess their help desk and its maturity level in order to implement the right process at the right time.
Using Six Sigma to Drive Tangible Service Desk Improvement and SavingsITSM Academy, Inc.
Kirk Holmes, itSMF USA National Capital President Emeritus, President of Holmes and Associates, will present his experience with using Sig Sigma to answer the question; How do you reduce Service Desk costs, improve quality, and fulfill the Service Desk mission?
How do you implement ITSM successfully?
Implementing ITSM within an organisation is a tricky prospect. Many organisations try to implement something like ITIL several times before succeeding. For the team charged with changing the mind-set and working practises of a whole organisation, which is what an ITSM implementation actually is, the task can be overwhelming.
Join Eddie Potts, Principal ITSM Consultant at Pink Elephant EMEA, as he maps out an approach to successful ITSM implementations and discusses why many projects fail and how yours can succeed!
Watch webinar recording here https://www.brighttalk.com/webcast/10001/120145
Today´s business world is changing, but one thing remains constant: the need to maximize value and to minimize costs. Now more than ever. IT needs change. How can the various aspects of Lean be applied to IT Strategy Deployment, Portfolio- Program, Project Management, Service Design, Service Delivery and Service Support examined through a Lean lens.
Lisa Hodges of Cornerstone Service Management explains how PRINCE2 – the most widely adopted project management approach in the world – offers a proven, practical approach to organizing, managing, and executing ITIL process improvement projects.
Integrating ITSM Frameworks, Standards and Processes - ITSM Academy WebinarITSM Academy, Inc.
To successfully achieve IT Service Management (ITSM) best practices, organizations need to adopt multiple ITSM frameworks and standards.
This presentation describes when and how to integrate the most widely used ITSM frameworks and standards, such as ITIL®, COBIT, ISO/IEC 20000 and Microsoft Operations Framework (MOF).
Presentation from the 5th itSMF SEE Regional Event on title: KEY ITSM DRIVERS FOR BUSINESS SUCCESS.The conference covered more than 30 inspiring and thought-provoking sessions, and as such it was the biggest and best-ever IT Service Management programme of seminars, panel discussions and keynotes in South East Europe. (http://www.itsmf.org.rs/drupal/content/itsmf-see-2011-programme)
Online version of the presentation - http://prezi.com/lstdrvohprmp/belgrad-prezentacija/
How can service transition support very rapid change in a modern IT environment?
This presentation considers the impact of cloud services and Agile, initiatives like DevOps and supporting technologies such as continual integration and continual deployment, and how can you integrate them into your IT service management practices?
You can listen to a recording of Stuart Rance and David Wheable delivering this presentation at https://www.brighttalk.com/webcast/534/95253
IT governance helps customers and providers talk about value, costs, and risks–three key components in the definition of an IT service.
IT service management can support IT governance by making IT more transparent, by adding control points for governance, and by better connecting what IT does to what the institution most needs. Conversely, IT governance can support IT service management by advocating for IT services and by providing a high-level decision-making framework, firm commitments, policies, and architectural standards.
We’ll briefly review what IT governance is, and then talk about the role of specific IT service management processes in supporting IT governance–processes such as IT service portfolio management, IT financial management, IT supplier management, IT change management, and IT continual service improvement. We’ll also briefly introduce how COBIT 5 can help ITIL practitioners connect service management capabilities to IT governance.
Integrated IT Service Management: From Strategy to Implementing to User AdoptionCA Technologies
Service Management is becoming increasingly pervasive as a key ingredient in the fabric of the business and IT. Explore how Service Management must integrate with all aspects of the IT environment, including project and infrastructure management, and take a close look at a real-life example at a major healthcare organization.
To learn more about Service Management solutions from CA Technologies, please visit: http://bit.ly/1wEnPhz
More and more companies are closely examining IT operations, and IT leaders are constantly under pressure to provide more service with less. Research shows that corporate IT spend as a percentage of revenue ranges from 3.46% to 0.89%, and industry analysts predict IT departments will face 5-10% budget reductions in the coming fiscal year. What can be done to alleviate some of these pressures?
When companies are able to align IT costs to business objectives, it significantly increases the strategic value of the company's IT investments. Learn how IT leaders are applying Lean Six Sigma to align IT costs with overall business objectives. Compare typical approaches to IT cost reduction and the advantages/disadvantages of each and hear case studies from other companies implementing Lean Six Sigma in IT.
Learn how to get started with Lean Six Sigma in IT and how to effectively assess your current IT operations.
David Pultorak ISECON 2007 Keynote: IT FrameworksDavid Pultorak
IT isn not just about technology and technical acumen. People—the jobs and roles people take on in IS, and Process—the key things that need to get done, like managing changes and problems and IT infrastructure configuration, are what constitute the professional disciplines of IS, and are vital to the success of IS professionals.
With the trend towards greater expectations from business of IS professionals to run IT as a business and to demonstrate business value, the need for professional discipline in IS is becoming more and more acute. Sadly, in too many cases the bulk of the coverage is on technical acumen, and we don't do enough to ensure staff acquire the professional disciplines—the people and process disciplines—they need to excel.
In this keynote session, noted speaker, author, and educator David Pultorak will present the most important frameworks for IT Management, frameworks that spell out the people and process disciplines, and potential value of each, and will go on to challenge our audience to include coverage of these frameworks. Frameworks covered will include:
AS 8015, ASL, BiSL, CobiT, eSCM, eTOM,
Generic Framework for Information Management (PrimaVera)
IPMA Competence Baseline, ISO/IEC 20000, (formerly BS15000)
ISO 27001 (ISO 17799/BS7799), ISO 9000 (GB/T 19000)
ISPL, IT Balanced Scorecard, ITIL, ITS-CMM, ITUP
MOF, MSF, PMBoK, PRINCE2, M_o_R, MSP, Six Sigma, TickIT, TQM
About David Pultorak David Pultorak is recognized authority in IT management who has devoted 20 years to helping organizations including top Global 2000 companies get better results from their service and process management efforts. David has contributed to IT management frameworks and publications, including the IT Infrastructure Library (ITIL) and Microsoft Operations Framework (MOF). He is the author of four books, including the popular "MOF, a Pocket Guide", which has been translated into six languages. His latest book is "IT People: Doing More with Less" with Harris Kern. His articles have appeared in periodicals from Data Center Magazine to Directors Monthly, and his work has been featured on nearly every leading industry portal including BetterManagement, Data Center Management, Support World, ITSMwatch. Mr. Pultorak is a regular and passionate speaker at national and international IT events including AFCOM, AITP, CMG, HP Software Forum, HP World, HDI, itSMF, PMI, SHARE, and SIM. Mr. Pultorak was a long-time adjunct IS professor at a number of local universities in the Philadelphia area and is a founding member of the University of Pennsylvania’s Center for Organizational Dynamics (www.organizationaldynamics.upenn.edu/center). Mr. Pultorak IT certifications earning include ITIL Managers certificate, ICCP CCP, CDP, and CSP, and Microsoft MCSE.
Is implementing ITIL really simple? It is easy to hear about ITIL from a consultant or read from a blog or even attend an ITIL course, but the hardest part comes while implementing those processes in an environment. Each and every organization is different; they vary with people, processes, environment, type of support they provide, help desk and much more. This white paper is intended to help the IT managers to self assess their help desk and its maturity level in order to implement the right process at the right time.
Using Six Sigma to Drive Tangible Service Desk Improvement and SavingsITSM Academy, Inc.
Kirk Holmes, itSMF USA National Capital President Emeritus, President of Holmes and Associates, will present his experience with using Sig Sigma to answer the question; How do you reduce Service Desk costs, improve quality, and fulfill the Service Desk mission?
How do you implement ITSM successfully?
Implementing ITSM within an organisation is a tricky prospect. Many organisations try to implement something like ITIL several times before succeeding. For the team charged with changing the mind-set and working practises of a whole organisation, which is what an ITSM implementation actually is, the task can be overwhelming.
Join Eddie Potts, Principal ITSM Consultant at Pink Elephant EMEA, as he maps out an approach to successful ITSM implementations and discusses why many projects fail and how yours can succeed!
Watch webinar recording here https://www.brighttalk.com/webcast/10001/120145
Today´s business world is changing, but one thing remains constant: the need to maximize value and to minimize costs. Now more than ever. IT needs change. How can the various aspects of Lean be applied to IT Strategy Deployment, Portfolio- Program, Project Management, Service Design, Service Delivery and Service Support examined through a Lean lens.
Lisa Hodges of Cornerstone Service Management explains how PRINCE2 – the most widely adopted project management approach in the world – offers a proven, practical approach to organizing, managing, and executing ITIL process improvement projects.
IT Service Management (ITSM) Model for Business & IT AlignementRick Lemieux
Today’s multi-faceted business world demands that Information Technology provide its services in the context of a fully integrated corporate strategic model. This transformation becomes possible when IT evolves from its technological heritage into a Business Technical Organization, or an “internal service provider.” This paper describes how the itSM Solutions reference model integrates five widely used service management domains to create a powerful model to guide IT in its journey into the business leadership circle.
Effective change management provides organizations with a mechanism whereby value is added and realized through reduced costs. Cost reductions are realized because change is implemented more effectively, causes fewer disruptions, and customer confidence is raised.
The purpose of this webinar is to give a clear picture of change management and its role in the organization. This webinar will explain the importance of change management, give an overview of how it works, and how it creates and adds value to the organization.
Additionally, this webinar seeks to demonstrate the extent to which change management can enhance organizational objectives and goals, how properly implemented change management enables the furtherance of the organizational strategy, and how it contributes to organizational planning.
This webinar will explain how change management is an essential part of a holistic, results-driven approach that reflects business initiatives. It also seeks to show the inter-relatedness between change management and varied business activities as well as the value-add it brings by enabling organizations to respond to needed business changes.
Areas covered:
1. Purpose, Objectives and Definitions
2. Value to the business
3. Change Authorities
4. Strategic-tactical-operational change
- 7 R’s of change management
5. Change processes, Roles, Activities, Interfaces
6. Change Management is the authority
- Service Asset & Configuration Management (SACM) works to assist in administering change
- Configuration Management is key
- Release & Deployment Management (RDM) executes change
7. RDM is the operational side of change
8. Assessment and Evaluation occurs at multiple points and levels
9. Change Advisory Board
10. Interfaces (Change is multi-faceted and multidisciplinary)
- Interrelatedness of change management
11. Measuring change from different perspectives
12. Challenges and Summary
About Invensis Learning:
Invensis Learning is a pioneer in providing globally-recognized certification training courses for individuals and enterprises worldwide. We have trained and certified 15,000+ professionals from 50+ courses through multiple training delivery modes. This ITIL® Foundation training from Invensis Learning is ideal for professionals who are looking to gain a deep understanding of the globally-recognized ITSM framework and clear your ITIL Foundation exam in the first attempt.
For more information on Change Management Certification Training and other courses, please visit our website: https://www.invensislearning.com
Presentation to the Austin ISACA Chapter on best practices in the art of organizational change. Focused on COBIT BAI05 - Organizational Change Enablement - March 1, 2016
Eoin Woods, CTO at Endava, provides insights into what we mean by agility and explores why successful Agile Transformation initiatives go beyond the development teams, in a whitepaper that discusses the six aspects of an organisation that need to evolve to achieve true agility.
Time to join the revolution: Agile change in financial servicesAccenture Insurance
Agile change has always been a priority for financial services organizations. However, in today’s rapidly evolving digital world, it is now clear that they must make it a critical capability to survive and thrive. Applying agile end-to-end business change increases the speed to benefit, and impacts every aspect of a business from customers and employees to organization and processes. Making change their core competence will help FS firms find new ways of serving customers and creating value. This report spells out what is needed to succeed with agile, and proposes five culture-related steps FS firms can take to improve their organization agility
Building Your Employer Brand with Social MediaLuanWise
Presented at The Global HR Summit, 6th June 2024
In this keynote, Luan Wise will provide invaluable insights to elevate your employer brand on social media platforms including LinkedIn, Facebook, Instagram, X (formerly Twitter) and TikTok. You'll learn how compelling content can authentically showcase your company culture, values, and employee experiences to support your talent acquisition and retention objectives. Additionally, you'll understand the power of employee advocacy to amplify reach and engagement – helping to position your organization as an employer of choice in today's competitive talent landscape.
The 10 Most Influential Leaders Guiding Corporate Evolution, 2024.pdfthesiliconleaders
In the recent edition, The 10 Most Influential Leaders Guiding Corporate Evolution, 2024, The Silicon Leaders magazine gladly features Dejan Štancer, President of the Global Chamber of Business Leaders (GCBL), along with other leaders.
Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).
Top mailing list providers in the USA.pptxJeremyPeirce1
Discover the top mailing list providers in the USA, offering targeted lists, segmentation, and analytics to optimize your marketing campaigns and drive engagement.
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
LA HUG - Video Testimonials with Chynna Morgan - June 2024Lital Barkan
Have you ever heard that user-generated content or video testimonials can take your brand to the next level? We will explore how you can effectively use video testimonials to leverage and boost your sales, content strategy, and increase your CRM data.🤯
We will dig deeper into:
1. How to capture video testimonials that convert from your audience 🎥
2. How to leverage your testimonials to boost your sales 💲
3. How you can capture more CRM data to understand your audience better through video testimonials. 📊
3.0 Project 2_ Developing My Brand Identity Kit.pptxtanyjahb
A personal brand exploration presentation summarizes an individual's unique qualities and goals, covering strengths, values, passions, and target audience. It helps individuals understand what makes them stand out, their desired image, and how they aim to achieve it.
An introduction to the cryptocurrency investment platform Binance Savings.Any kyc Account
Learn how to use Binance Savings to expand your bitcoin holdings. Discover how to maximize your earnings on one of the most reliable cryptocurrency exchange platforms, as well as how to earn interest on your cryptocurrency holdings and the various savings choices available.
Company Valuation webinar series - Tuesday, 4 June 2024FelixPerez547899
This session provided an update as to the latest valuation data in the UK and then delved into a discussion on the upcoming election and the impacts on valuation. We finished, as always with a Q&A
Digital Transformation and IT Strategy Toolkit and TemplatesAurelien Domont, MBA
This Digital Transformation and IT Strategy Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants, after more than 5,000 hours of work. It is considered the world's best & most comprehensive Digital Transformation and IT Strategy Toolkit. It includes all the Frameworks, Best Practices & Templates required to successfully undertake the Digital Transformation of your organization and define a robust IT Strategy.
Editable Toolkit to help you reuse our content: 700 Powerpoint slides | 35 Excel sheets | 84 minutes of Video training
This PowerPoint presentation is only a small preview of our Toolkits. For more details, visit www.domontconsulting.com
Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
2. ITIL STANDARD CHANGES
IT Experience. Practical Solutions.
DITY™ Newsletter
The workable, practical guide to Do IT Yourself™
ACCELERATING CHANGE
MANAGEMENT
Vol. 2.1, JAN. 4, 2006
By Hank Marquis
Few realize Change Management has two purposes: to limit change-related
incidents and to improve the efficiency and effectiveness of day-to-day
operations.
hank
MARQUIS
Articles
E-mail
Bio
That last part is what most implementers forget, often resulting in a Change
Management process perceived by staff as bureaucratic, unrealistic, and
impossible to manage.
However, the ITIL has a solution that may be able to improve your efficiency
and effectiveness, cut your Change backlog, and make IT staff more content and
empowered! The secret is using Standard Changes correctly.
The ITIL describes a Standard Change as “...a change to the infrastructure that
follows an established path, is relatively common, and is the accepted solution to a specific
requirement or set of requirements.”
The following 7 steps outline how to identify candidates for Standard Changes, implement them,
and ensure they function properly.
1. Create a Process for Authorizing Standard Changes. Create a Request For Change
(RFC), involve the Change Advisory Board (CAB), and create a formal process for the
identification, definition, implementation and management of Standard Changes.
a. The Standard Change requires pre-approval by Change Management before authorization.
Once approved, they no longer require change management approval on a case-by-case
http://www.itsmsolutions.com/newsletters/DITYvol2iss1.htm (1 of 3)11/11/2006 11:14:32 AM
3. ITIL STANDARD CHANGES
2.
3.
4.
5.
6.
basis.
b. Establish regular audit and review to make sure that as the organization changes, Standard
Changes remain appropriate. Change Management is a dynamic process and should itself
be under Change Management control!
c. Establish specific authorizations for an approved group. Be specific here, only the
authorized group has permission to perform the Standard Change under certain conditions.
d. All standard changes require reporting on a regular basis. Put in place regular reporting,
audit and review processes. First to track work completed; and secondly to evaluate ‘b’
above.
e. Create and agree to a definition of those change types that are candidates for Standard
Changes, for example, "Customer Service Requests as documented in Service Level
Agreements," or other similar definitions.
Identify Candidates for Standard Changes. While not all-inclusive, the following steps
can help to identify candidates for Standard Changes.
a. Ask IT Staff what changes or activities they think ought to become Standard Changes.
b. Review the change log and history for the Changes done most often. Be sure to involve
functional management as well as technical staff in this evaluation.
c. Look for tasks that are well known, proven, and "done every day." These are the ones you
should document and institutionalize.
d. Consider who is to perform work. Many Standard Changes begin at the Service Desk in
response to Service Requests.
e. If cost is a factor, seek those changes where budgetary approval lies with requester.
Document a Standard Operating Procedure (SOP). The SOP lies at the heart of the
Standard Change. The SOP defines when (and when not), where, how, by whom and under
what circumstances the Standard Change occurs.
a. Define the scope and timeframe for authorization.
b. Allow the group approved to perform the Standard Change to drive the SOP creation. This
captures their organization skill-set and their buy-in to the Standard Change. Failure to
perform this step will almost certainly result in the exact opposite of what you desire.
c. Do not forget to include procedures for failed Standard Changes. Change Management, and
the designated lead or contact from the technical functional group that “owns” the Standard
Change must examine every occurrence of failures when performing the Standard Change.
d. The approved group must record, track and report all changes made to Change
Management.
Authorize the Standard Change as Low in Organization as Appropriate. After
establishing the SOP for the Standard Change, review it to see if it a lower level of the
organization can perform the task. The goal is to empower the lowest appropriate level of IT
staff to perform the task. Over time as the ability to perform the Standard Change increases, it
becomes "part of what we do here" -- and becomes institutionalized as the "new normal."
Train, Test, and Release. Communicate as the SOP and the Standard Change process
evolves. Keep those who will do the work up to date on status.
a. Before releasing, train staff in how to use the SOP; and if required, how to perform the tasks
contained within the SOP.
b. Have involved staff perform supervised tests to ensure their capability and success.
c. Publish a date when the new process and the SOP "goes live".
Put the SOP (and the Standard Change Process) Under Change Management
Control. That is, allow no changes or modifications to the SOP without formal Change
http://www.itsmsolutions.com/newsletters/DITYvol2iss1.htm (2 of 3)11/11/2006 11:14:32 AM
