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Controlling a World of Chaos:Change Management in Higher
EducationNERCOMP SIG
November 12, 2008
Agenda for Today
9:00-10:00 Introduction to Change Management
10:00-10:15 Break
10:15-11:45 Case Study: Implementing Change Management at Northeastern
11:45-12:45 Lunch
12:45-1:45 Panel Discussion – Overcoming Organizational Barriers to Change Management
1:45-2:00 Break
2:00-3:00 Break Out Session3
Expectations for Today
• Ask questions at any point during the day• Feel free to share your opinions and
experiences on the topics being discussed• Use the index cards to jot down discussion topics
for our roundtable discussions at the end of the day• The NU team will be capturing notes from
today’s session that will be posted online after the workshop
• In consideration for other participants, please silence all electronic devices
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Change ManagementAn Introduction & Overview
Beth-Anne Sullivan
Director, IT Project & Service Management Office
Northeastern University
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What is Change Management?
The process responsible for controlling the lifecycle of all changes (strategic, operational) in an IT
environment
Source: ITIL Service Transition, Office of Government Commerce
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Goal of Change Management
The goal of change management is to “ensure that standardized methods and procedures are used for efficient and prompt handling of Changes, in order to minimize the impact of change-related incidents upon service quality and, consequently, improve the day-to-day operations of the organization”
Source: ITIL Service Transition, Office of Government Commerce
Key Benefits of Change Management
• Reduces Process Inconsistencies• Strengthens Communication & Visibility of
Changes within IS Environment• Focuses on Business Needs & Impact• Reduces the Number of Failed Changes and
Rework• Facilitates Delivery and Planning of Prompt
Changes• Assesses Risks- quality, time, cost, etc• Enables Prioritization of Change Proposals
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Source: ITIL Service Transition, Office of Government Commerce
ABC’s of Change Management
Standard ChangeA pre-approved change (through CAB) that is low risk, relatively common and has an accepted and established procedure for implementing the change
Normal ChangeChange that must go through assessment, authorization, CAB approval and scheduling before implementation
Emergency ChangeChange that must be introduced as soon as possible, but not as a response to a service down incident
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Source: ITIL Service Transition, Office of Government Commerce
ABC’s of Change Management
RFC – Request For ChangeA formal proposal/request for a change to be made, including details of the proposed change and identified risks
CAB – Change Advisory BoardA group of selected representatives from all groups within IS who assess, approve, prioritize and schedule changes
eCAB – Emergency CABA selected panel of IS Directors who make decisions about high impact emergency changes
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Source: ITIL Service Transition, Office of Government Commerce
ABC’s of Change Management
FSC – Forward Schedule of ChangesCentral calendar listing all approved Changes and their planned implementation dates (and outage times)
Service ChangeThe addition, modification or removal of authorized, planned or supported service or service component and its associated documentation.
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Source: ITIL Service Transition, Office of Government Commerce
ITIL Change Management Process
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Source: ITIL Service Transition, Office of Government Commerce
7 R’s of Raising a Change
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Source: ITIL Service Transition, Office of Government Commerce
Assessing a Proposed Change
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Change Advisory Board
Purpose: exists to support the authorization of changes and assist in the assessment and prioritization of changes.
Makeup: varies by organization, but generally includes those who understand and can represent stakeholder needs.
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Source: ITIL Service Transition, Office of Government Commerce
Roles & Responsibilities
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Source: ITIL Service Transition, Office of Government Commerce
Measuring Your Success- KPIs
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Sharpen Your Pencils…
1. What is the difference between a normal and a standard change?
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2. Who maintains the Forward Schedule of Changes?
3. What are 3 metrics that you can use to evaluate the effectiveness of your change management program?
Sharpen Your Pencils…
4. Why would you use eCAB instead of the normal CAB process?
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5. What are the 7 R’s that need to be covered when raising a change request.
6. What are the 5 steps in the normal change management process?
Did you pass?
Learning More About Change Management
• ITIL: Service Transition Book
• MOF Change & Configuration Service Management Function (SMF)
• CMMI-SVC Change Management
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