ChangeManagementTraining
Change
Management
Process
Information Services Division
ITIL
Office of State Finance
1
Contents
Office of State Finance
Purpose
Roles
Calendar
Process
Policy
ITIL Training
Contents
Office of State Finance
Purpose
ITIL Training
Purpose
Provide a consistent method to follow
(and consistent terms) when changes
having significant impact are required
to maintain or improve the production
environment (routine configuration
changes made on a daily basis are not
reviewed in the process)
Identify groups & personnel that should
be involved in the process and their
responsibilities
4
Purpose
Define specific artifacts to be used
Establish general policies regarding
how changes are to be implemented
and the communication to the users of
the impacted services
Full documentation of process may be
found in the document Change
Management Process.docx
5
Contents
Office of State Finance
Roles
ITIL Training
Roles
Change Request Review Board
Coordinator
Oversight of Change Management process
Coordinate between functional groups and
ensure processes are followed
Service Provider Group
Team implementing change
Responsible for testing change before
implementation
7
Roles
Change Request Review Board
Review all requests to make certain
• The change has been authorized by the Service Provider
Group’s manager
• The change is scheduled during normal maintenance
windows or if not, approving variances
• There are no conflicts with other scheduled activities
• If multiple activities are to be performed during the same
window, the activities are coordinated
• Any communications with service users about outages or
impacts are identified and performed
• The change does not conflict with the strategic direction of
OSF / ISD
• Any security issues are identified
8
Roles
Request Review Board
Membership
Position / Role
Name
Coordinator & Process Facilitator
OW Thomasson
OSF Chief of Staff
Pat Elwood
Engineering Tech Support Director
Drew Swain
Director of Education
Matt Singleton
Finance Administration and
Regulatory Director
Mike Hedrick
Functional Team Managers / Leads –
representatives from the following
areas
Application Support (all consolidated
agencies), Database Administration,
Facilities, Network (Data & Voice),
Operations, PC and Server, Security,
Systems
NIC (OK.gov)
Rodney Rollison
9
Request Review Board
Schedule
Weekly / Thursdays at 1pm
Agenda
Review outcome of changes scheduled to occur
during week prior to meeting
Review all proposed changes
Determine impact of changes and if customer
notifications will be required
Identify any coordination issues
Approve change and change schedule
10
Contents
Office of State Finance
Calendar
ITIL Training
Change Management Worksheet
All change requests are scheduled using
Change Management calendars in MS
Exchange Public Folders.
12
Navigation to Public Folders
All change requests are scheduled using Change Management
calendars in MS Exchange Public Folders.
The calendar can be found in a folder
named “Change Management”.
Navigation to the public folders and to
the Change Management folder is
performed as follows:
If you have not used public folders, in
the past, you may not have them
displayed in Outlook. To display public
folders, at the bottom of the Navigation
pane on the left hand side, you will see
something similar to this:
Click the folder icon. You should see
Folder List at the bottom of the
Navigation pane.
Expand the Public Folders list by
clicking on the + sign.
13
Continue to expand the
list by clicking on the +
sign next to All Public
Folders, Office of State
Finance, and then Change
Management. Then click
on the calendar you need
to view or update. Do not
add entries to the main
Change Management
folder.
14
Change Management Entry
A customized Outlook form is used to collect appropriate information.
15
Creating an Entry
Even though this is a calendar entry, do not click on
“Invite Attendees.” Meeting invites only work in
personal folders, not public. This will also change
fields behind the scenes and make it impossible for
you to save your information.
Fill out the fields as appropriate. There are several
mandatory fields. An explanation of each field
follows in sequence as they appear on the screen:
16
Data Items
Short Description
Title for change. This will appear in the Subject line in the calendar
Mandatory
Start Date / Time
Date and time the change is scheduled to start. If unknown and the entry is for
future changes with undetermined dates, pick a best guess date. It can be altered
later.
Mandatory
End Date / Time
Instead of entering the duration, enter the date and time you expect to be finished
barring no exceptional issues arise. The duration will be calculated.
Mandatory
All Day Event
If the event is to last all day (24 hours) check this box
Category
Category should be 1 of 3 possibilities: 1) Change, 2) Change: Emergency (use this
when we have something we have to do that has not been through Change
Management), 3) Maintenance (All routine or semi-routine maintenance activities
that have the potential to impact services) If you change the Category after
initially setting it, be sure to click on “Clear All Categories” first to clear the
field.
Mandatory
Services Impacted
Selected from a list of possible services. It is preferable that you do not enter the
service here. Switch to the Agencies / Services tab and click on all services
impacted. If the change is location based, ex., circuit or switch down that impacts
all services for an office, select “Based on Location” and include details in the
Change Description.
Mandatory
Product
This is a specific product associated with a service. If known, enter. Product table
is still being developed
17
Data Items
Short Description
Title for change. This will appear in the Subject line in the calendar
Will this cause an outage?
If this change / maintenance activity will cause an outage to services,
check this box
If outage required, has customer been
notified? Check, if Yes.
Generally, the Help Desk will be the ones to check this box after a
notification is sent. If the change was negotiated with an agency prior to
implementation, the provider group’s change representative may check
the box.
Provide enough detail to support meaningful conversation about the
change, its impact, and possible scheduling conflicts.
Detailed Change Description
Change Management Notes
A place where we can enter notes during the Change Management
meeting if necessary
Backout Plan
If the change fails, how will you back it out?
Contacts:
Agencies Impacted
This interfaces with your Contacts list and allows you to enter contact
names of people planning and performing the change. Before you can
add them here, they need to be added to your personal Contacts.
Selected from a list of possible agencies. It is preferable that you do not
enter the agency name here. Switch to the Agencies / Services tab and
click on all services impacted. If the change is location based, ex., circuit
or switch down that impacts all agencies at a location, select “Based on
Location” and include details in the Change Description.
Change Completed as Planned? Check,
if Yes
If the change was completed within the time allotted and there were no
severe issues, check Yes.
Change Completed with issues?,
Check , if yes and explan below
If the change exceeded the time allotted by more than 20% or went past a
hard deadline, check Yes.
Change Results:
Record issues that were encountered, if any.
18
Mandatory
Mandatory
Mandatory
View of Change Calendars
View your calendars in “Overlay” mode by right clicking the name of
the calendar and selecting “View in Overlay mode”.
19
Contents
Office of State Finance
Process
ITIL Training
Process Flow
21
Contents
Office of State Finance
Policy
ITIL Training
Change Management Policy
The Change Management process should be followed for all
architecture change requests related to the support of
existing services or the addition of new services.
Requests should be logged as soon as enough information is
available to provide a meaningful description of change and
the purpose behind the change, even if the specific date for
the change has not yet been determined.
Architectural changes are not to be implemented without
first being approved by the Change Request Review Board.
In emergency situations, the Change Request Review Board
should be notified as soon as is feasible.
For non-emergency, but urgent situations in which a change
should be implemented before the next scheduled Review
Board meeting, notification of the change request will be
made to the Change Request Review Board coordinator who
will obtain the proper approvals through the use of email,
telephone, and individual conversations.
23
Management
Process
Information Services Division
ITIL
Office of State Finance
1
Contents
Office of State Finance
Purpose
Roles
Calendar
Process
Policy
ITIL Training
Contents
Office of State Finance
Purpose
ITIL Training
Purpose
Provide a consistent method to follow
(and consistent terms) when changes
having significant impact are required
to maintain or improve the production
environment (routine configuration
changes made on a daily basis are not
reviewed in the process)
Identify groups & personnel that should
be involved in the process and their
responsibilities
4
Purpose
Define specific artifacts to be used
Establish general policies regarding
how changes are to be implemented
and the communication to the users of
the impacted services
Full documentation of process may be
found in the document Change
Management Process.docx
5
Contents
Office of State Finance
Roles
ITIL Training
Roles
Change Request Review Board
Coordinator
Oversight of Change Management process
Coordinate between functional groups and
ensure processes are followed
Service Provider Group
Team implementing change
Responsible for testing change before
implementation
7
Roles
Change Request Review Board
Review all requests to make certain
• The change has been authorized by the Service Provider
Group’s manager
• The change is scheduled during normal maintenance
windows or if not, approving variances
• There are no conflicts with other scheduled activities
• If multiple activities are to be performed during the same
window, the activities are coordinated
• Any communications with service users about outages or
impacts are identified and performed
• The change does not conflict with the strategic direction of
OSF / ISD
• Any security issues are identified
8
Roles
Request Review Board
Membership
Position / Role
Name
Coordinator & Process Facilitator
OW Thomasson
OSF Chief of Staff
Pat Elwood
Engineering Tech Support Director
Drew Swain
Director of Education
Matt Singleton
Finance Administration and
Regulatory Director
Mike Hedrick
Functional Team Managers / Leads –
representatives from the following
areas
Application Support (all consolidated
agencies), Database Administration,
Facilities, Network (Data & Voice),
Operations, PC and Server, Security,
Systems
NIC (OK.gov)
Rodney Rollison
9
Request Review Board
Schedule
Weekly / Thursdays at 1pm
Agenda
Review outcome of changes scheduled to occur
during week prior to meeting
Review all proposed changes
Determine impact of changes and if customer
notifications will be required
Identify any coordination issues
Approve change and change schedule
10
Contents
Office of State Finance
Calendar
ITIL Training
Change Management Worksheet
All change requests are scheduled using
Change Management calendars in MS
Exchange Public Folders.
12
Navigation to Public Folders
All change requests are scheduled using Change Management
calendars in MS Exchange Public Folders.
The calendar can be found in a folder
named “Change Management”.
Navigation to the public folders and to
the Change Management folder is
performed as follows:
If you have not used public folders, in
the past, you may not have them
displayed in Outlook. To display public
folders, at the bottom of the Navigation
pane on the left hand side, you will see
something similar to this:
Click the folder icon. You should see
Folder List at the bottom of the
Navigation pane.
Expand the Public Folders list by
clicking on the + sign.
13
Continue to expand the
list by clicking on the +
sign next to All Public
Folders, Office of State
Finance, and then Change
Management. Then click
on the calendar you need
to view or update. Do not
add entries to the main
Change Management
folder.
14
Change Management Entry
A customized Outlook form is used to collect appropriate information.
15
Creating an Entry
Even though this is a calendar entry, do not click on
“Invite Attendees.” Meeting invites only work in
personal folders, not public. This will also change
fields behind the scenes and make it impossible for
you to save your information.
Fill out the fields as appropriate. There are several
mandatory fields. An explanation of each field
follows in sequence as they appear on the screen:
16
Data Items
Short Description
Title for change. This will appear in the Subject line in the calendar
Mandatory
Start Date / Time
Date and time the change is scheduled to start. If unknown and the entry is for
future changes with undetermined dates, pick a best guess date. It can be altered
later.
Mandatory
End Date / Time
Instead of entering the duration, enter the date and time you expect to be finished
barring no exceptional issues arise. The duration will be calculated.
Mandatory
All Day Event
If the event is to last all day (24 hours) check this box
Category
Category should be 1 of 3 possibilities: 1) Change, 2) Change: Emergency (use this
when we have something we have to do that has not been through Change
Management), 3) Maintenance (All routine or semi-routine maintenance activities
that have the potential to impact services) If you change the Category after
initially setting it, be sure to click on “Clear All Categories” first to clear the
field.
Mandatory
Services Impacted
Selected from a list of possible services. It is preferable that you do not enter the
service here. Switch to the Agencies / Services tab and click on all services
impacted. If the change is location based, ex., circuit or switch down that impacts
all services for an office, select “Based on Location” and include details in the
Change Description.
Mandatory
Product
This is a specific product associated with a service. If known, enter. Product table
is still being developed
17
Data Items
Short Description
Title for change. This will appear in the Subject line in the calendar
Will this cause an outage?
If this change / maintenance activity will cause an outage to services,
check this box
If outage required, has customer been
notified? Check, if Yes.
Generally, the Help Desk will be the ones to check this box after a
notification is sent. If the change was negotiated with an agency prior to
implementation, the provider group’s change representative may check
the box.
Provide enough detail to support meaningful conversation about the
change, its impact, and possible scheduling conflicts.
Detailed Change Description
Change Management Notes
A place where we can enter notes during the Change Management
meeting if necessary
Backout Plan
If the change fails, how will you back it out?
Contacts:
Agencies Impacted
This interfaces with your Contacts list and allows you to enter contact
names of people planning and performing the change. Before you can
add them here, they need to be added to your personal Contacts.
Selected from a list of possible agencies. It is preferable that you do not
enter the agency name here. Switch to the Agencies / Services tab and
click on all services impacted. If the change is location based, ex., circuit
or switch down that impacts all agencies at a location, select “Based on
Location” and include details in the Change Description.
Change Completed as Planned? Check,
if Yes
If the change was completed within the time allotted and there were no
severe issues, check Yes.
Change Completed with issues?,
Check , if yes and explan below
If the change exceeded the time allotted by more than 20% or went past a
hard deadline, check Yes.
Change Results:
Record issues that were encountered, if any.
18
Mandatory
Mandatory
Mandatory
View of Change Calendars
View your calendars in “Overlay” mode by right clicking the name of
the calendar and selecting “View in Overlay mode”.
19
Contents
Office of State Finance
Process
ITIL Training
Process Flow
21
Contents
Office of State Finance
Policy
ITIL Training
Change Management Policy
The Change Management process should be followed for all
architecture change requests related to the support of
existing services or the addition of new services.
Requests should be logged as soon as enough information is
available to provide a meaningful description of change and
the purpose behind the change, even if the specific date for
the change has not yet been determined.
Architectural changes are not to be implemented without
first being approved by the Change Request Review Board.
In emergency situations, the Change Request Review Board
should be notified as soon as is feasible.
For non-emergency, but urgent situations in which a change
should be implemented before the next scheduled Review
Board meeting, notification of the change request will be
made to the Change Request Review Board coordinator who
will obtain the proper approvals through the use of email,
telephone, and individual conversations.
23