Copyright Jim Love, John Borwick, and Nancy Crouch 2009. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author.

Information Systems | June 3, 2009

Creating a Change Advisory Board

2009 EDUCAUSE SE

Jim Love, John Borwick, Nancy Crouch

Presentation Agenda

•Introduce ourselves•Basics of Change Management•Change Advisory Board: First Attempt •“Whoops!”: Second Attempt•Questions and Discussion

Wake Forest University

Information Systems

Jim Love

John Borwick

http://www.flickr.com/photos/27043124@N00/1892285322

Nancy Crouch

What Is A “Change”?

http://www.flickr.com/photos/missturner/2738639998/

http://www.flickr.com/photos/atbartlett/2432704579/ http://www.flickr.com/photos/dborman2/2259144671/

http://www.flickr.com/photos/modenadude/3289459039/

Change Management

Process

GAINING BUY-IN

“I want change control.”

-Mike Spano, Interim CIO

People

Our First Change Advisory Board

First Things First

1. Attendees

2. Agenda

2.1 Change Management BCD

2.2 CAB Meeting Schedule

2.3 Remedy Change Management Module

2.4 Change Management Procedure

2.5 CAB Infrastructure

3. Action Items

2.1 BCD aka Project Charter

Process

http://www.flickr.com/photos/farleyj/2768941171/

2.2 CAB Schedule

• Monday – Thursday

People

http://www.flickr.com/photos/theogeo/3175146476/

2.3 Remedy Change Management Module

Technology

Regular Change Management Procedure

Start

A01

Submit Request For Change

(RFC)

Artifact Checklist

RFC (Request For Change)

Change Initiator

A04

Send agenda to CAB

Change Manager

RFC

CAB

A05

Review and schedule changes

CAB

RFC

Schedule of Changes

Change Manager

A07

Communicate the change

Communications & Training Team

RFC

Schedule of Changes

Change Manager

A08

Wait until the scheduled date, then implement

change

RFC

Change Implementer

A09

Record Change result, backing out

if needed

RFC

Change Implementer

A10

Report on change results to CAB

RFC

Change Manager

A11

Conduct Post-Implementation

Review

CAB

RFC

Change Manager

End

A03

Filter changes

Change Manager

RFC

A12

Close RFC

Change Manager

RFC

A02

Sponsor the change

RFC

Director

A06

Record the change status

RFC

Change Manager

Process

• All change requests followed same path.

• Submit change request when you are ready for implementation.

2.4 Change Management Procedure

2.5 CAB Infrastructure

• Minutes template• Blackboard

Tools we used…– BMC’s Remedy– Email and Calendar– MS Word– Blackboard

Technology

Putting It All Together

Who Attends CAB?

• Chair: Assistant CIO, Nancy Crouch

• Team Representatives: Directors

• Change Manager: Originally us

• Presenters: People requesting the change.

People

Opportunities For Improvement

• Approvals too slow

• Lots of emergency changes

• One size fits all

• Rubber-stamp approvals

“Whoops!”: Our Second Attempt

In change management v1, changes were approved after they had been

built and tested.

Change built Change tested

Change submitted …wait…

CAB approval Change implemented

Identify a change

In change management v2, changes are approved before they have been

built and tested.

Change built Change tested

Change scheduled Change implemented

Identify a change Approve change

In change management v1, all changes were approved by the CAB.

Turn on a new service

Minor application upgrade

Add record for HR

CAB

In change management v2, there are three levels of “approval authority.”

Turn on a new service

Minor application upgrade

Add record for HR

CAB

ISMB

Local Authority

In change management v1, we spent a lot of time figuring out who should

handle a change.

Service request submitted

Help Desk ticket submitted

Internal request submitted

Team A? Team B?

Team C? Team D?

Who knows??

In change management v2, all changes are sent to “change intake” to be

classified.

Service request submitted

Help Desk ticket submitted

Internal request submitted

Change intake

Other improvements included…

• Identifying on-going change managers• Holding additional training• Creating notification listserves• Reviewing and minimizing data collected

Walkthrough of a Change

• Deadline passes

• Agenda prepared and emailed

http://www.flickr.com/photos/aidanmorgan/2331754875/

Deadline CAB

Noon Monday Tuesday

Noon Wednesday

Thursday

Walkthrough of a Change

• The CAB will:– Approve– Reject– Escalate to IS

Management Board

• Meeting minutes are sent out.

http://www.flickr.com/photos/jeremyfoo/2184953589/

Walkthrough of a Change

• Built and tested• Scheduled• Implemented• Verified

http://www.flickr.com/photos/stebulus/231058538/

http://www.flickr.com/photos/stebulus/231058538/

Monthly Reports: Changes by Priority

Monthly Reports: Changes by Approval Type

Conclusion

We discussed….

•Basics of Change Management•Change Advisory Board: First Attempt •“Whoops!”: Second Attempt

University ITSM Web Site

• http://itsm.is.wfu.edu

• Templates• Blog entries & lessons learned• ITIL v3 Foundations training information

• Fly-ins: contact Kriss Dinkins at dinkinrk@wfu.edu

Questions and DiscussionCreating a Change Advisory Board

What did you think?

• Your input is important to us!

• Click on “Evaluate This Session” on the Southeast Regional program page.