ITIL Incident Management Process Demystified...ITIL Incident Management Process Demystified Author...
Transcript of ITIL Incident Management Process Demystified...ITIL Incident Management Process Demystified Author...
An overview of the ITIL Change Management Process
Presenter: Branimir Valentic
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What is the Change Management process according to ITIL?
When implementing the Change Management process...
...you need to consider all aspects of changes and allocate appropriate resources.
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There exists a proven approach in managing changes, so you don’t
need to start from scratch.
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• About Changes
• Change Management process
• Roles and authorization
• Benefits explained
• Biggest challenges in Change Management implementation
Agenda
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About Changes
Standard Change
Emergency Change
Normal Change
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Create RfC Implement
Change Review and
Close
Change Management process 1/4
Standard Change
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Change Management process 2/4
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Normal Change
Create RfC Record RfC
Review RfC Assess and
Evaluate Change
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Change Management process 3/4
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Normal Change
Authorize
Change Build and Test
Change Deployment
Review and Close
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Change Management process 4/4
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Emergency Change
• No time for thorough testing
• Urgent implementation, less management
• Full documentation – differed
• Separate authorization
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Assessing and evaluating changes
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• Level of risk
• Cost of the change implementation
• Impact on services and service assets
• Urgency of change implementation
• Benefits of implemented change
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Roles and authorization
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Change authority
High Management
CAB / ECAB
Change Manager Local authorization
Level of risk/impact
High cost/risk
Local impact
Low-risk change
Standard change
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Benefits explained
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• Customer satisfaction
• Protection of live services
• Reduction in number of unauthorized changes
• Easier follow-up on business changes
• Improved staff productivity
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Biggest challenges in Change Management implementation
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• Resistance to the change in process
• Getting management buy-in
• Roles and responsibilities
• Implementation of the process
• Process (not) supported by tool
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Conclusion
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Changes are implemented daily.
Although it may look like a routine job – it’s not. Results can have far-reaching
consequences.
Branimir Valentic
Q & A
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