The document discusses change management best practices for standardizing the change process, preventing issues, and ensuring successful changes. It outlines a change lifecycle process including planning, approval, pending review, pending release, and closure. It also discusses using a sandbox environment for testing changes, and implementing maintenance windows. Finally, it introduces a new CAB Workstation tool for streamlining change advisory board meetings.

1. Plan and Deploy Changes
with Confidence
Presented by
Hemalakshmi
Product Expert

2. Agenda
● Change management - The What, How, and Why
● Standardise, Prevent, and Succeed
○ Change lifecycle management
○ Sandbox
○ Maintenance & blackout window
● CAB Workstation (New)

3. Change Management
The What, How, and Why

4. Why good Change Management

5. More than 50% of incidents are caused by changes
- Greg Sanker

7. What is good Change Management
- Established standard procedures
- Well-managed change requests
- Controlled risk and impact

8. ● Improved visibility into IT change
● Prioritized responsiveness to change
● Adherence to government and other compliance
regulations
● Improved risk management
● Reduced service disruptions and system
downtime
● Increased staff productivity
● Faster change implementation
Benefits of Change Management

9. Standardize, Prevent, and
Succeed

10. Standardize - Change lifecycle management
Emergency
Change
Major
Change
Minor
Change
Standard
Change
Planning Approval Pending review Pending release Closed
Custom
Change

11. Prevent - Sandbox
Create Sandbox
Test configurations
View changes
Sync the changes

12. Prevent - Sandbox
Create Sandbox
Test configurations
View changes
Sync the changes

13. Prevent - Sandbox

14. Succeed - Maintenance and blackout window

15. CAB Workstation New

16. Why Change Managers have a right to be
annoyed?
02
01 Set up CAB meeting outside of Freshservice
(Assembling a bunch of ever-busy people)
Copy paste the changes from Freshservice to
send out an agenda email
Manual search of changes to update the approval
status
04
03
05
Copy pasting the status and comments for the MOM
email
Notepads or sheets for capturing comments
(Imagine taking notes from 5 lecturers at the same time)

17. How do we plan on helping them?
02
01 Set up CAB meeting right from Freshservice
Auto-populate agenda and email body
04
03
Send MOM directly from Freshservice
Present the changes to be discussed in the CAB
meeting

18. Thank you!

19. Thank you