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Process Details & Tool HighlightsMay 2011
Change Management
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Agenda
• Objectives• The Process and Process Changes• ITSM Tool Highlights• Q & A• Wrap Up– Resources – Training Information
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Objectives
• Process – what will be different• Tool – differences and improvements• Additional training and resources• Other objectives?
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Change
1. Record request for change2. Obtain business approval3. Plan change4. Propose change schedule5. Coordinate the change6. Approve the plan7. Approve the schedule8. Implement the change9. Post implementation review
Key Points:
A. Decentralize the process
B. Approvals temporarily removed
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Change
1. Record request for change2. Obtain business approval3. Plan change4. Propose change schedule5. Coordinate the change6. Approve the plan7. Approve the schedule8. Implement the change9. Post implementation review
Temporarily removed from the process; Process Manager will no longer approve.
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Process: Change Types (ref: Class)
• Standard: – A pre-approved change– Follows an established path - Is the accepted, established
procedure to a specific change requirement– Introduces minimal risk
• Normal: – Follows the full Change Management process– Poses risk that may be considered minor, major, or
significant– May (but not always) requires a service outage
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Process: Change Types (ref: Class)
• Emergency– Made in response to a service disruption or imminent
service disruption– Must be implemented outside of normal review and
approval timing
• Latent– A change that was implemented without a documented
and planned change request– Documented after the fact
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Process: Change Types (ref: Class)
• Current – No Impact– Normal– Expedited– Emergency– Latent
• New– Standard– Normal
– Emergency– Latent
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Process: Roles & Responsibilities
• Process Manager – – Responsible for the overall Change Management process, including
Continual Process Improvement
• Change Manager (part of Support Group Administrator role) – – Ensures that change requests to be coordinated by your group are
accurately recorded and completed in a timely manner– When the Change Coordinator is unknown, ensures that a Change
Coordinator gets assigned to your change requests
• Change Coordinator (formerly known as Change Assignee) –– Plans the change (implementation plan, back-out or contingency plan,
tasks)– Schedules the change (Checks Release calendars to confirm scheduled
dates)– Monitors change implementation
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Tool Improvements
• Information better organized• More direct navigation• Fewer clicks• Searches no longer case sensitive• Partial searches (+ next to field name means
you can do a partial search and hit <enter>)• Notifications reduced• Improved copy change feature
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ITSM Home Page - Sample
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New Change Request Screen
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Record the Change
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Plan the Change
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Plan the Change
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Plan the Change
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Plan the Change
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Plan the Change
ITS Cross Release Calendar in Outlook
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Plan the Change
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Plan the Change
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Plan the Change
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Plan the Change
ITS Cross Release Calendar in Outlook
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Review
• Process differences– Approvals temporarily removed– Check Release Activities
• Tool differences and improvements• Your objectives for today
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Training
Training Information: Backstage Calendar of Events Incident Process Presentation April 6 & 7 Problem Process Presentation: April 19 & 21 Knowledge Process Presentation: April 26 & 28
• Change Process Presentation: May 2 & 4
• Support Group Administrator Training: May 3 & 5
• ITSM Information Webinar: May 9 & 12
• ITSM Online Learning & Job Aids: May 13
• ITSM User Labs: May 17 & 19
• ITSM Brown Bags: May 16 & 18
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Questions
• Joe Taubitz ([email protected])Change Management Process Manager
• Anonymous feedback form: https://backstage.itcs.umich.edu/process-implementation/
• Feedback page results: https://collaborate.adsroot.itcs.umich.edu/mais/group/itsServiceManagement/itsProcessImplementation/Lists/Feedback/AllItems.aspx
• ITS Backstage page: https://backstage.its.umich.edu/transition/rationalization/service-management/
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• How else can we help your transition?
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Thank you