Creating A Change Advisory Board

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Information about Creating A Change Advisory Board

Published on June 2, 2009

Author: UniversityITSM

Source: slideshare.net

Description

Wake Forest University established a Change Advisory Board to strengthen communications, reporting, and control of production changes. This session will share lessons learned from establishing the new governance process and improving it over the course of the first year.

Copyright Jim Love, John Borwick, and Nancy Crouch 2009. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author.

Copyright Jim Love, John Borwick, and Nancy Crouch 2009. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author.

Creating a Change Advisory Board 2009 EDUCAUSE SE Jim Love, John Borwick, Nancy Crouch Information Systems | June 3, 2009

Presentation Agenda Introduce ourselves Basics of Change Management Change Advisory Board: First Attempt “ Whoops!”: Second Attempt Questions and Discussion

Introduce ourselves

Basics of Change Management

Change Advisory Board: First Attempt

“ Whoops!”: Second Attempt

Questions and Discussion

Wake Forest University

Information Systems

Jim Love

John Borwick http://www.flickr.com/photos/27043124@N00/1892285322

Nancy Crouch

What Is A “Change”? http://www.flickr.com/photos/missturner/2738639998/ http://www.flickr.com/photos/atbartlett/2432704579/ http://www.flickr.com/photos/dborman2/2259144671/

Change Management http://www.flickr.com/photos/modenadude/3289459039/ Process

GAINING BUY-IN “ I want change control.” -Mike Spano, Interim CIO People

“ I want change control.”

-Mike Spano, Interim CIO

Our First Change Advisory Board

Our First Change Advisory Board

First Things First 1. Attendees 2. Agenda 2.1 Change Management BCD 2.2 CAB Meeting Schedule 2.3 Remedy Change Management Module 2.4 Change Management Procedure 2.5 CAB Infrastructure 3. Action Items

1. Attendees

2. Agenda

2.1 Change Management BCD

2.2 CAB Meeting Schedule

2.3 Remedy Change Management Module

2.4 Change Management Procedure

2.5 CAB Infrastructure

3. Action Items

2.1 BCD aka Project Charter Process http://www.flickr.com/photos/farleyj/2768941171/

2.2 CAB Schedule Monday – Thursday People http://www.flickr.com/photos/theogeo/3175146476/

Monday – Thursday

2.3 Remedy Change Management Module Technology

All change requests followed same path. Submit change request when you are ready for implementation. 2.4 Change Management Procedure Process

All change requests followed same path.

Submit change request when you are ready for implementation.

2.5 CAB Infrastructure Minutes template Blackboard Tools we used… BMC’s Remedy Email and Calendar MS Word Blackboard Technology

Minutes template

Blackboard

Tools we used…

BMC’s Remedy

Email and Calendar

MS Word

Blackboard

Putting It All Together

Who Attends CAB? Chair: Assistant CIO, Nancy Crouch Team Representatives: Directors Change Manager: Originally us Presenters: People requesting the change. People

Chair: Assistant CIO, Nancy Crouch

Team Representatives: Directors

Change Manager: Originally us

Presenters: People requesting the change.

CAB Agenda Structure Microsoft Word Document: Attendees On-call pages Post-Implementation Reviews Emergency and Regular changes Old Business Items Requests for Change (RFCs) Project Gate Reviews Action Items

Microsoft Word Document:

Attendees

On-call pages

Post-Implementation Reviews

Emergency and Regular changes

Old Business Items

Requests for Change (RFCs)

Project Gate Reviews

Action Items

Opportunities For Improvement Approvals too slow Lots of emergency changes One size fits all Rubber-stamp approvals

Approvals too slow

Lots of emergency changes

One size fits all

Rubber-stamp approvals

“ Whoops!”: Our Second Attempt

“ Whoops!”: Our Second Attempt

In change management v1, changes were approved after they had been built and tested. Change built Change tested Change submitted … wait… CAB approval Change implemented Identify a change

In change management v2, changes are approved before they have been built and tested. Change built Change tested Change scheduled Change implemented Identify a change Approve change

In change management v1, all changes were approved by the CAB. Turn on a new service Minor application upgrade Add record for HR CAB

In change management v2, there are three levels of “approval authority.” Turn on a new service Minor application upgrade Add record for HR CAB ISMB Local Authority

In change management v1, we spent a lot of time figuring out who should handle a change. Service request submitted Help Desk ticket submitted Internal request submitted Team A? Team B? Team C? Team D? Who knows??

In change management v2, all changes are sent to “change intake” to be classified. Service request submitted Help Desk ticket submitted Internal request submitted Change intake

Other improvements included… Identifying on-going change managers Holding additional training Creating notification listserves Reviewing and minimizing data collected

Identifying on-going change managers

Holding additional training

Creating notification listserves

Reviewing and minimizing data collected

Walkthrough of a Change Deadline passes Agenda prepared and emailed http://www.flickr.com/photos/aidanmorgan/2331754875 / Deadline CAB Noon Monday Tuesday Noon Wednesday Thursday

Deadline passes

Agenda prepared and emailed

Walkthrough of a Change The CAB will: Approve Reject Escalate to IS Management Board Meeting minutes are sent out. http://www.flickr.com/photos/jeremyfoo/2184953589/

The CAB will:

Approve

Reject

Escalate to IS Management Board

Meeting minutes are sent out.

Walkthrough of a Change Built and tested Scheduled Implemented Verified http://www.flickr.com/photos/stebulus/231058538/ http://www.flickr.com/photos/stebulus/231058538/

Built and tested

Scheduled

Implemented

Verified

Monthly Reports: Changes by Priority

Monthly Reports: Changes by Approval Type

Conclusion We discussed…. Basics of Change Management Change Advisory Board: First Attempt “ Whoops!”: Second Attempt

We discussed….

Basics of Change Management

Change Advisory Board: First Attempt

“ Whoops!”: Second Attempt

University ITSM Web Site http://itsm.is.wfu.edu Templates Blog entries & lessons learned ITIL v3 Foundations training information Fly-ins: contact Kriss Dinkins at [email_address]

http://itsm.is.wfu.edu

Templates

Blog entries & lessons learned

ITIL v3 Foundations training information

Fly-ins: contact Kriss Dinkins at [email_address]

Questions and Discussion Creating a Change Advisory Board

Creating a Change Advisory Board

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