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Change Management - PowerPoint PPT Presentation


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Change Management. Goal – Primary Objective. To ensure that standardised methods and procedures are used for efficient and prompt handling of all Changes, in order to minimise the adverse impact of any Change-related incidents upon service quality. Responsibilities.

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Presentation Transcript
goal primary objective
Goal – Primary Objective
  • To ensure that standardised methods and procedures are used for efficient and prompt handling of all Changes, in order to minimise the adverse impact of any Change-related incidents upon service quality
responsibilities
Responsibilities
  • Raising and recording Changes
  • Assessing the impact, cost, benefit, resource requirements and risk of proposed Changes
  • Developing business justification and obtaining approval
  • Managing and coordinating Change implementations
  • Monitoring and reporting on the implementation
  • Reviewing and closing Requests for Change (RFC)
why change management
Why Change Management
  • Ensure Standard methods used for all changes
  • Facilitate prompt handling of changes
  • Keep a balance between the need for change and the potential detrimental impact of change
types of change
Types of Change
  • Basic Change

- Priority: Based on Impact+Urgency

 High, Medium, Low … (Urgent?)

- Category: Based on business impact

 Minor, Significant, Major

  • Urgent Change

- A change that needs to be implemented more quickly

  • Standard Change

- An accepted solution to an identifiable and relatively common set of requirements (e.g. set up of User profile, Password reset)

slide6

Implement change using appropriate Standard Change model

Change Manager

Start

Filters requests

major

significant

minor

Change Manager

Approves / rejects and schedules Changes, reports action to CAB

Change Manager

Change Manager

Change Manager

Allocates initial priority

Decide category and/or use of standard model

Change Manager

Circulates RFCs to CAB members

Senior management / board level

Senior management / board level

Circulates RFCs to Board members

Approve / reject Changes

(Financial / Technical / Business)

Approve / reject Changes

(Financial / Technical / Business)

Change Builder

Independent tester

Change Manager

Builds Change, devises back-out & testing plans

Tests Changes

Co-ordinates Change implementation

Change Manager

Change review

Closed

Change Control Process – Basic (normal)

Slide 6

slide7

Change Manager

Start

Change Manager

Filters requests

Calls CAB or CAB / EC meeting

Independent tester

CAB or CAB / EC

Quickly assesses impact resources and urgency

Urgent testing

Change Manager

Allocates initial priority

Change Builder

Change Manager

Builds Change, devises back-out & testing plans

Co-ordinates Change implementation

Change Manager

Change Manager

Ensures records are brought up to date

Review Change

Closed

Change Control Process - Urgent

Slide 7

change process
Change Process

RFC

Registration Acceptance

Priority (Urgent?)

Stage 1

Category Impact Assessment Authorisation & Schedule

Stage 2

Build Test

Stage 3

Implement

OK - Y/N? Backout

Stage 4

Review Close RFC

Stage 5

considerations
Considerations
  • Change Advisory Board (CAB)

- RFC are circulated to selected members depending on Change Category (Minor, Major, Significant)

- Mandatory assessment of RFC

- Optional attendance of CAB meeting

- Meetings held on a regular basis

  • CAB / Emergency Committee (CAB/EC)

- Responsibility for impact assessment of urgent changes

  • Forward Schedule of Changes (FSC)
  • Projected Service Availability (PSA) based on FSC
benefits
Benefits
  • Increased visibility and communication of changes to both business and service support staff
  • Reduced adverse impact of change from improved business, technical impact and risk assessment
  • Improved productivity of Users through less disruption and higher quality of service
  • Better assessment of the cost of proposed changes
  • Greater ability to absorb a large volume of change
exam tips

CH

Exam Tips
  • Basic and Urgent Change Control Process
  • Change is associated with RISK
  • CAB Members
    • Problem Manager
    • Change Manager
    • Customer Representatives
exam question
Exam Question
  • When can the building, testing and implementation of a change begin?

A If it is urgent, as soon as the Request for Change has been classified

B As soon as there is a back-out plan for the change

C As soon as the impact analysis has been discussed by the members of the Change Advisory Board

D As soon as the Request for Change has been formally authorised

exam question1
Exam Question
  • How frequently should CAB/EC meeting be held?

A Daily

B Monthly

C Weekly

D As required

exam question2
Exam Question

Consider the following statements:

1 Effective Change Management ensures that urgency and impact are keys to decisions made on the scheduling of changes

2 Change Management controls all aspects of the change process

  • Which of these statements is true?

A 1

B Neither of them

C 2

D Both of them