SOP - TWM - Change Management_v1.1

8/11/2019 SOP - TWM - Change Management_v1.1

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Standard Operating Procedure

Change Management

Prepared for: Synergycentric Sdn. Bhd.

Prepared by: TWM IT Outsourcing Project Transition Team

Date: stOctober !"#

$ersion:

Standard Operating

Procedure (SOP)

Change Management


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Change Management Release 1 1stOctober 2014

Release and Revision Record

"he following information is being used to control and track modi#cations made to

the document.

Revision Date Section(s)

Version

PageNumber(

s)

Summary of Changes(s)

$st%ctober &'$ ll $ $* +nitial raft

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Document Control

Author bdul -a# ri/n

File Name S%0 1 "W2 1 3hange 2anagement4v$

Created Wednesday, $st%ctober &'$

ast !dited Wednesday, $st%ctober &'$

D"S#R"$%#"&N

$. Synergycentric Sdn. Bhd.

#RAD!'"NDS "# &%#S&%RC"N PR&!C# #RANS"#"&N #!A*

bdul -a# ri/n

Service ssurance Specialist

5ee Boon 3hong

Service elivery 2anager

PR!PAR!D $+ R!V"!'!D $+

S+N!R+C!N#R"C SDN, $-D,

5ee Boon 3hongService elivery 2anager

ACC!P#!D $+

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TAB! O" CO#T!#T

., "N#!N#"&N&F#-!S&P,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,/

.,. "ntention of the S&P,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,/

0, Princi1les,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,/

0,. Princi1les,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,/

2, Res1onsibilities,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,3

2,. Res1onsibilities,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,3

4, Re5uirements,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,.6

4,. Re5uirements,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,.67, Procedure,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,.6

7,. Procedure,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,..

8, References,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,.7

8,. References,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,.7

/, &ther S&P9 document9 la:s and rules to consider,,,,,,,,,,,,.7

/,. &ther S&P9 document9 la:s and rules to consider,,,,,,,.7

;, . ? Change Re5uest Form,,,,,,,,,,,,,,,,,,,,,,,,,,,.8

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$ST O" TAB!

NA$!&FF"%R!S!N#R"!SF&%ND,

$ST O" "$%&R!

6igure $7 3hange 2anagement 0rocess 6low...............................................$$

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.,., "ntention of the S&P"ntention of the S&P

.,."ntention of the S&P

"he intention of this S%0 is to describe 3hange 2anagement process.

0,0, Princi1lesPrinci1les

0,.Princi1les

3hange 2anagement is the process of planning, coordinating, implementing

and monitoring changes a8ecting any production platform within +nformation

"echnology9s control.

"he obectives of the 3hange 2anagement process are to7

ensure that changes are made with minimum disruption to the services

+" has committed to its users

support the e/cient and prompt handling of all changes

provide accurate and timely information about all changes

ensure all changes are consistent with business and technical plans

and strategies

ensure that a consistent approach is used

provide additional functionality and performance enhancements to

systems while maintaining an acceptable level of user services

reduce the ratio of changes that need to be backed out of the system

due to inade:uate preparation

ensure that the re:uired level of technical and management

accountability is maintained for every change

monitor the number, reason, type, and associated risk of the changes

*a@or change is de#ned as signi#cant change that are classi#ed as need1

approval changes and these changes must be planned in advance and

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submitted for approval from the 3hange dvisory Board (3B). "he change

re:uest should also suggest a time for this change to take place via the

change form before being carried out. "he 3B will have ultimate say if the

change goes ahead at the suggested time or not. etailed in the change

re:uest should be the documentation about what work is going to happen

and the perceived bene#t and impact to the users. "hese types of changes

should always have a back out plan or mitigating action plan attached. Some

examples of maor changes are7

change that results in an interruption to a service, or has a signi#cant

risk of an interruption to service

change that results in a business or operational practice change

changes in any system that a8ect disaster recovery or business

continuity

introduction or discontinuance of a service

operating system patches (critical, hot1#xes, and service packs)

*inorchange is de#ned as routine change that may be done at any time as

these have been categoried as low risk and the procedures are known and

well documented. Some examples of minor changes are7

application1based security

business needs patches

regularly scheduled maintenance

operating system patches (critical, hot1#xes, ; service packs)

!mergencychange is de#ned as unscheduled change, which resulted from

unscheduled outages, e.g. server crashes, etc. that may re:uire immediate

attention whenever they happen. "he change re:uest form should still be

#lled in, but this could be done after the fact as a means of looking back.

Some examples of emergency changes are7

department or building is without service

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a severe degradation of service re:uiring immediate action

a failure causing a negative impact on business operations

a response to a natural disaster

a response to an emergency business need

2,2, Res1onsibilitiesRes1onsibilities

2,.Res1onsibilities

Service Des

0rovides a single contact point for managing change re:uest

5og, track, and close change re:uest raised

Problem *anagement #eam


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0ost implementation review

3onsists of representatives from Synergycentric, "radewinds and third

parties

Change Advisory $oard (CA$)

Suggested permanent members, %peration manager, ppointed

representative by each 3ustomer

By invitation members consists of pplication eveloper, "echnical

Specialist, @etwork Specialist

pproving re:uested changes

ssisting in the assessment and prioritiation of changes

0ost implementation review

"# &1eration #eam

+mplement the approved change re:uest

0repare change re:uest form with 6allback plan

ctivate 6allback plan if change failed

4,4, Re5uirementsRe5uirements

4,.Re5uirements

Service esk software, which if available. +f not, at least -elpdesk software to

track change re:uest.

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@ote7 3urrently Synergycentric is using =lysses 3


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7,7, ProcedureProcedure

"his chapter would describe in detailed what are the processes re:uired and

how they are being used in 3hange 2anagement to manage the change

re:uest logged.

7,.Procedure

Figure .? Change *anagement Process Flo:

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., Pre1ares Change Re5uest form :ith Fallbac Plan

+" %peration team will develop the 6allback 0lan to revert to the

original state if the solution provide failed to function

+" %peration team will test the workable 6allback 0lan prior submitting

the change re:uest form to initiate change re:uest management

+" %peration team will prepare the change re:uest form and attach the

6allback 0lan

0, "nitiate from Problem *anagement

0roblem 2anagement team initiates the 0roblem 2anagement

processes by raising a


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7, "m1act Analysis

"he 3hange 2anagement "eam determine and con#rm the change

category by evaluating the impact that may occur as a result of the

change

"he 3hange 2anagement "eam will conduct an impact and risk

analysis to #nd out the feasibility to implement the change by

looking at the proper fallback plan and technical assessment plan

8, CA$ A11rovedB

+f the 3hange dvisory Board (3B) approve the change, the

3hange 2anagement "eam will schedule the change and

communicate with the business users

+f the 3hange dvisory Board (3B) reect the change, 3hange

2anagement "eam will update Service esk, while Service esk

would inform the re:uestor of the reection

/, Schedule Change Communicate := Su11ort $usiness %sers

"he 3hange 2anagement "eam will schedule the change as per

schedule window with respective parties

When the schedule has been #nalied, the 3hange 2anagement

"eam will inform the respective business users and +ncident

2anagement team who would be a8ected by the change

;, "m1lement Change

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"he +" %peration "eam will proceed to implement the change at the

scheduled change window

fter the change has been implemented, the +" %peration "eam will

proceed to test whether the implementation is successful or not

3, SuccessfulB

+f the implementation is successful, the 3hange 2anagement "eam will

evaluate the implementation

+f the implementation is not successful, the +" %peration will execute

the fall back plan

.6, Activate Fallbac Plan

re:uest to execute appropriate back out procedures, as de#ned in

the change back out plan

"his re:uest is issued when the completion criteria of an

implementation step has not been met

.., Post "m1lementation Revie:

3onduct a review of the change management process to determine

what went wrong, what went right, and what changes to make to

the process

ocument any lessons learned that were uncovered during the

post1change review

=se the lessons learned to recommend changes to procedures, if

any

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.0, Notify Re5uestor of Re@ection

+nform re:uestor the reason for reection of the change re:uest

.2, %1date and close RFC

Service esk changes the status of the change record to closed

+nform the change re:uester of change closure

8,8, ReferencesReferences

8,.References

"he input for the development of this document is as follow7

+" +nfrastructure 5ibrary (+"+5) references

"he output for the development of this document is as follow7

Standard %perating 0rocedure, 3hange 2anagement

/,/, &ther S&P9 document9 la:s and rules to consider&ther S&P9 document9 la:s and rules to consider

/,.&ther S&P9 document9 la:s and rules to consider

Standard %perating 0rocedure, 0roblem 2anagement

Standard %perating 0rocedure, Service esk 6unction

;,;,


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;,. . ? Change Re5uest Form

"W2 3hange

SOP - TWM - Change Management_v1.1

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