CHANGE MANAGEMENT

Objective:
To ensure that standardized methods and procedures are used / followed for efficient and prompt handling of all changes, to minimize the impact of Change-related incidents upon service quality and day-to-day operations of the organization, and in order to improve the day to day operations of organization.

Input: RFCs, CMDB, Forward Schedule of Changes (FSC)

Process of Change Management:
• Filtering changes
• Managing changes and the change process
• Chairing the CAB and CAB/EC
• Reviewing and closing RFCs
• Management reports

Procedure of Change Management:
• Accept Changes (RFCs)
• Prioritize and classify changes
• Coordinate for change impact assessment
• Coordinate for approval of changes
• Coordinate for scheduling of changes
• Coordinate for implementation of changes
• Conduct post implementation reviews
• Provide management information about Change Management quality and operations

Advantages of Change Management:
• Better alignment / assesments of IT service to business requirements
• Increased visibility and communication on changes to both business and Operations.
• Improved risk assessment
• Reduced adverse impact of changes on the quality of services and on SLAs
• Improved problem, availability and capacity management through the use of valuable management information relating to changes
• Minimal changes to be backed-out

Critical Success Factors (CSFs)
• Controlling Changes
• Making Quick and Accurate Changes Based on Business Priorities / request.
• Protecting Services When Making Changes to IT infrastructure.

Key Performance Indicators (KPIs)
Controlling Changes
• Number of RFCs processed
• Number of RFCs rejected
• Number of unauthorized changes detected
• Number of RFCs implemented on schedule
• Number of RFCs requiring reschedules
Making Quick and Accurate Changes Based On Business Priorities / request
• Number of RFCs marked as URGENT
• Number of RFCs not tested prior to implementation
• Number of RFCs that failed
• Number of RFCs without business case
• Number of RFCs bypassing CAB or CAB/EC
Protecting Services when making Changes to IT Infrastructure.
• Number of SEV1 incidents caused by RFC implementation
• Number of SEV2 incidents caused by RFC implementation
• Number of other incidents caused by RFC implementation
• Number of RFCs without a backup strategy

Names to remember:
RFC: Request for Change
RFC represents the change with a unique number that is going to be implemented.
FSC: Forward schedule of Changes
FSC contains the information on the upcoming changes planned for the IT Infrastructure changes and it should be circulated to all the key stake holders of the Project / Company.
CAB: Change Advisory Board
CAB is an authority board to approve the RFC in a scheduled CAB meets (Weekly / bi-weekly) with all the IT domains heads.
CAB EC: Change Advisory Board – Emergency Committee
CAB EC is a special authority board to approve RFC in a critical situation or in emergency conditions, where in they can not wait for the formal approval process.

Finally, Change Management stands for Coordinating and controlling all changes to IT services to minimize adverse impacts of those changes to business, operations and the users of IT services.