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Change Management

Change Management - Agenda

CM Process Overview

Change Initiation, Review and Planning

Change Approval

Change Implementation

Post Implementation Review and Closure

Change Life Cycle

Roles and Responsibilities

Process Overview
The Change Management Process consists of the following
stages:
1)

Change Initiation, Review and Planning

2)

Change Approval

3)

Change Implementation

4)

Post Implementation Review and Closure

Change Management Overview

Change Initiation, Review and Planning

Change Approval

Change Implementation

Post Implementation Review and Closure

CM - Process Overview

Stage 1 Change Initiation , Review


and Planning
Initiation is defined as the formal recognition for effecting a
change in the environment and raising a request for
approval of change.

The business and technical risks are documented for each change,
before it is tabled for Approval.

The complete detailed plan is drawn and included in CR.

The Change Request is vetted to ensure that all necessary data is


captured and is prioritized based on the urgency and impact of the
work.

Changes Classes
There are four classes of changes:

Standard Change Service Requests coming from end-users, ex:


LAN/Email password reset for user. Pre-approved changes.

Minor Change ex: Production Server reboot for Highly Available


environment.

Major Change ex: Firmware upgrade on a Router.

Emergency Change eg: Change related to production environment in


non-planned window.

Change Classification is done based on following parameters:

Business Impact

Technical Risk

Changes Classes - Continued

Changes Classes - Continued

Changes Classes - Continued

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Changes Classes - Continued


Risk Level
(T Risk)

Risk Level 1
(T Risk: LOW)

Risk Level 3
(T Risk: MEDIUM)

Risk Level 5
(T Risk: HIGH)

1Extensive/Widespread

Major

Major

Major

3-Moderate/Limited

Minor

Minor

Major

4-Minor/Localized

Standard

Standard

Minor

Impact (B Risk)

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Changes Classes - Continued


The Emergency change process is an accelerated process that follows the normal
change process to the extent that time constraints permit. Since emergency changes
are generally more disruptive and often prone to failure, the number of proposed
emergency changes should be kept to an absolute minimum.

There should be a priority 1 ticket available to open Emergency Changes.

Emergency Changes are opened when there is production down situation affecting
business in terms of money loss - revenue or penalties.

In case of Emergency, even a verbal or written approval of the Track Owner

(or the apt approving authority) is deemed adequate, if the situation so warrants.

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Stage 1 Change Initiation , Review


and Planning

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BMC Remedy - Login

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BMC Remedy Change


Management Console
A count of the
CRs by Status

Filtering CRs on
the Console

Creating a new
CR
Search for a CR

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Raising a CR Requester Tab


Fill Summary,
Risk, Impact
and Urgency

Information
pulled
automatically
based on the
Requester

Fill the Risk


questions to
calculate Risk

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Raising a CR Classification Tab

Change Class is
auto populated
based on
Urgency and Risk
level

Fill the Product


Categorization

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Raising a CR Work Info Tab


Add Work Info
details

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Raising CR- Assignment Details


Filled in
automatically based
on Product
Categorization

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Raising a CR Dates Tab

Fill in Requested
Start Date and End
Date

Save the CR

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Stage 2 Change Approval


List of Approval

Review Approval

Business Approval

Implementation Approvals
These are configured to provide approval to implement and

carry out the change. Various factors that contribute in defining


approval logic are defined in next slide.

Close-Down Approvals
These approvals can be configured optionally. These are used

only for specific Change Types to review the Change Request


before closing it.

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Change Approval - Continued


Every Change Request must be approved by one or multiple
approvers.
The approval process depends upon the following factors:
Product Categorization
Emergency Situation
Business Impact/Risk
Technical Risk

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Change Approval - Continued


The various approval authorities are mentioned below based on the order
of their approval levels, level 5 being the highest authority.

Level 1: SME/Track Lead


Level 2: Change Manager
Level 3: Level I Customer Business Approver/ IT Service Owner(CAB L1)
Level 4: Level II Customer Business Approver/ Business Service Owner
(CAB L2)
E- CAB (In case of Emergency CR): Emergency Change Approver group;
Change Authorization required from any one member of this
empowered group.

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Approval Mapping with Change Class


Following table lists the approval matrix required in each case. The
request for any change is accepted subject to approvals from
mentioned approvers.
Change Class

Level 1

Level 2

Level 3

Level 4

E-CAB

Standard

Minor

Major

Emergency

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Stage 2 Change Approval Flow

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Stage 2 Change Approval

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Request for Authorization

All Future Approvals can


been seen by selecting
Show Dropdown

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Request for Authorization


Move the CR to Next Stage
i.e Request for
Authorization

Scheduled Start and End


date is mandatory to fill
before going for Next
Stage

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Request for Authorization


Approvers Tab

Pending SME/ Track Owner


Approvals

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Approving a CR Approval Central

Login as Approver and go to


Approval Central

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Approving a CR Approval Central


Highlight the
CR

Click Approve

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Review & Authorize Approval


Once Review approval is
done ,it will appear in
Request For Change Stage

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Plan & Schedule - Approval

CAB Level 1 and CAB


Level 2 Approvals

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Plan & Schedule - Scheduled


Once approved it will
appear in Scheduled
Stage

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Stage 3 Change Implementation


Implementation

is

defined

as

the

actual

change

being

implemented in the
environment after all the necessary approvals have been taken.

Before implementation, all necessary notifications are sent out to


all the stake holders informing them about the upcoming changes
and detail the impact, if any.

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Stage 3 Change Implementation

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Implement and move to


Completed
Once Implemented,
Move to next Stage i.e
Completed

Fill in details and CR


will be moved to
Completed status

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Implement and move to


Completed
Change is
marked as
Completed

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Change Closed
Change is
marked as
Closed

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Stage 4 Post Implementation


Review & Closure

The changes are reviewed and assessed to see if the desired goals
of the change were achieved.

It also serves to discuss and document any learning, the team


may have for future reference and possible change requests.

In case the change is unsuccessful, the reasons of the failure are


investigated and documented.

The change request is then formally closed after making the


changes in the CMDB.

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Stage 4 Post Implementation


Review & Closure

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Stage 4 Closure Rules


CR can be closed when the following optional conditions have been
met.
1. Post implementation review has been performed and recorded (For
major only)
2. Implementation has been accepted by the requestor.
3. CMDB has been updated.
4. The apt groups managing (any) related Incident/Problem Tickets
have been notified.
5. Document the lessons learnt to Knowledge Base.

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Change Life Cycle

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Roles and Responsibilities


Change Requestor
1. Obtains the initial information and prepares the Change Request (CR).
2. Identifies and provides the reason for a change.
3. Identifies and provides the priority for a change.
4. Assists the Track Owner with proposing initial schedule.
5. Set criteria for change outcome to determine whether objectives of the change are
met.

Task Implementer
1. Implements the task within the scheduled timeframe.
2. Performs implementation test (if required).
3. Updates progress in the Service Management Tool as they complete the task.
4. Assists with assessing change implementation.

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Roles and Responsibilities


Change Advisory Board
1. Assist Change Manager in reviewing all change issues.
2. Approves and authorizes minor & major impact changes.
3. Participates in assessing change implementation (as needed).
4. Be available for consultation should an urgent Change be required.
5. Provide advice to Change Management.
6. Referees conflicts between multiple changes.
7. Provides input regarding technical and other issues.
8. Uses and provides assessment guidelines.
9. Approves validation plans.

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Roles and Responsibilities


Emergency CAB

Emergency CAB replaces regular CAB in the Change Lifecycle if the


Change is an
emergency Change Request. It is usually a subset of the CAB that
deals only with
emergency changes. It is established to be able to meet on short
notice to authorize
or reject changes with emergency priority.

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Roles and Responsibilities


Track Owner
1. Assists Change Manager in reviewing the change for completeness and compliance to
standards, and clarifies or expands description of the change if needed.
2. Assists Change Manager with confirming priority, risk and impact of the change.
3. Develops change implementation plans (resources, timing, activities to do, scheduling,
test, back-out), when required for a change.
4. Assists Change Manager in evaluating and confirming Change Implementation Plans.
5. Assists Change Manager in investigating any potential conflicts with the change, and other
approved changes already schedule for the same date/time.
6. Responsible for creation and assignment of the Change Tasks to the Change
Implementation Team members.
7. Monitors change implementation.
8. Responsible to follow up with Task Implementers on any implementation issues including
PIR.
9. Notify the Change Manager when the Change Implementation is complete, or has been
backed-out or cancelled.

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Roles and Responsibilities


Change Manager
1. Creates and distributes CAB meeting agenda to appropriate parties prior to CAB meetings.
2. Ensures only approved changes are implemented.
3. Accepts & reviews Change Request (CR) for completeness and standards compliance, notifies
Change Requestor if incomplete and/or compliance standards are not met.
4. Assigns a Track Owner to every change.
5. Confirms initial priority and completes initial Risk and Impact Assessment of change (with input
from Configuration Management and others as needed).
6. Evaluates and accepts all plans for the change that are required.
7. Approves minor impact changes and consults the CAB for major impact changes. (regardless of
priority).
8. Involves appropriate parties as needed regarding Changes or implementation.
9. Publishes Forward Schedule of Changes.
10. Initiates Post Implementation Review and documents lessons learned.
11. Reviews Reports and Metrics and distributes to appropriate parties.
12. Ensures an excellent working relationship with other Service Management process owners.

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Questions

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Change Approval - Continued


Change Close-Down Approval (Post Implementation Review)

For "Emergency" and "Major", post implementation review should


happen.

What to review

All backed out Change plans should be reviewed.

All major changes and emergency, whether successful or


unsuccessful, should be reviewed.

There will be one group created for Close-Down Approvers. Any


member of the group can do the post-implementation review in
individual capacity or in collaboration with other members.

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