Legislative Change Practitioners Seminar INCOME TAX DIVISION The Treasury MARCH 2003.
Division of Information Technology Change Management · 2020-03-09 · Division of Information...
Transcript of Division of Information Technology Change Management · 2020-03-09 · Division of Information...
Texas A&M University
Division of Information Technology
Change ManagementChange Management Team:
Josh KisseeMelanie Iden
Susan Edmisson
Division of Information Technology
Why Change Management? The Strategic Vision• Increase transparency and accountability
through the timely publication of planned or emergency changes to the IT Self Service website (itselfservice.tamu.edu).
• Develop an efficient organization-wide (Division of IT) process for the release of changes to production environments.
• Support TAC 202.75, SAP 29.01.03.M1.06, 07, 21, 22guidance on change management processes to IT provider services by posturing critical infrastructure services to meet the current and future demand for such compliance.
• Improve Operational Effectiveness throughcoordinated change and release management
Division of Information Technology
2017 Progress Points in the Change Project...
-Project Kick-Off
-Presentation to ITAC
-Internal Communication to Division of IT
-Internal Steering Team established
-Process and policy decisions developed
-ServiceNow configurations
-Overall change process finalized
-Training Materials and First Pilot
-Onboarding Additional Services (Primarily Networking)
-Process Improvement from Lessons Learned
-Further Communications & Training
-Begin examining related processes for integration
Jan - Feb March - July August -October
November -February
-First CAB Meeting
-Small set of initial services “go-live”
Lessons learned from Pilot applied
-Lessons learned from Communications incorporated
Division of Information Technology
ITSM Processes Related to Change
Division of Information Technology
• Change Management Policy• Pilot group• Onboarding order
Members:•Cheryl Cato•Pete Marchbanks•Jon Griffey
•Joshua Kissee•Jeff Phillips•Zac Sanders
Change Management Steering Group Progress...
Division of Information Technology
Change is operational...but just beginning
● Systems Engineering services onboarded
● 12 CAB meetings
● 100 Change Requests (as of 11/06/2017)
● Specific service requests being reviewed as candidates for future Standard Change Requests.
Division of Information Technology
Change Types:Normal
StandardEmergency
Division of Information Technology
Change Management Roles
Change Fulfiller•Documents and submits Change Requests for approval•Implements Change Requests after approval
Assignment Group Manager•Reviews Change Requests for accuracy and completion•Approves or rejects Normal Change Requests
Service Requestor•Submits Service Requests regarding IT services•May be internal or external to the Division of IT
Division of Information Technology
Change Management Roles
Emergency CAB (ECAB)•Reviews and approves or rejects Emergency Change
Requests
Change Advisory Board (CAB)•Reviews and approves or rejects Normal Change Requests •Reviews Normal Change Requests to become
Standard Change Requests•Post Implementation Reviews of selected Change Requests
Change Manager•Accountable for overseeing change management process. •Facilitates Change Advisory Board meetings•Provides training and continual process improvement
Division of Information Technology
Change Advisory BoardMeets each
Thursday at 3:00pm
MembersCheryl Cato
Pete MarchbanksTom GolsonJon Griffey
Joshua KisseeJeff Phillips
Zac Sanders
Emergency Change Advisory Board
Meets as needed
MembersCheryl CatoJon Griffey
Zac Sanders
Division of Information Technology
Three types of Change Requests
● Normal● Standard● Emergency
How they are the same:Core elements of the CR
How they are different:Approval pathLead times
Division of Information Technology
Division of Information Technology
Division of Information Technology
Division of Information Technology
Division of Information Technology
Standard Change Request Lead Time
• Current date plus 4 days = earliest scheduled date
• Allows customers to schedule and plan accordingly
There is no lead time for Emergency Change Requests.
Division of Information Technology
Division of Information Technology
Division of Information Technology
Where Change Management is going...
•ServiceNow Application Backlog Development•Process Improvement based on lessons learned•Onboard additional services (Infoblox, Wireless
Networking, VoIP, Laserfiche, Code Maroon, Campus Firewall,
& other Networking Services)•Change Calendar Publication•Establish Security requirements for CR
November to February
•Assess remainder of services and groups for onboarding•Conduct continual process improvement
March and beyond
Division of Information Technology
Thank you
Questions & Comments?