Cisco IT Technology Tutorial

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1 Cisco IT Technology Tutorial ITIL at Cisco Change and Configuration Management Kartik Jaggi, IT Manager May 2009 Produced by the Cisco on Cisco team within Cisco IT 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 1

2 Agenda Change Management Challenges Goals and Objectives Current State and Roadmap Importance and Impact of Policy Resources for Effective Change Management 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 2

3 Change Management Cisco IT Challenges Ever increasing need to improve customer experience Greater functionality introduces greater complexity Highly integrated processes and systems may have more risk New business models, Cisco Services, SaaS New technologies: Web 2.0, SOA, Unified Communications Running IT as a business 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 3

4 Change Management Goals and Objectives Respond to the customer s changing business requirements while maximizing value and reducing incidents, disruption, and rework Respond to the business and IT requests for change that align services with business needs Ensure that changes are recorded and then evaluated, authorized, prioritized, planned, tested, implemented, documented and reviewed in a controlled manner 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 4

5 Change Management Current State Tradition of an IT culture emphasizing flexibility over control Introduction of IT-wide change policy Tools and processes are cumbersome and often redundant Unreliable information supports the change process 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 5

6 Change Management Activities Review change requests Change request reviews by various stakeholders Business benefit analysis Business impact analysis Installation impact of change Pre-implementation testing of change Post-implementation testing of change Post-implementation testing of failed changes 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 6

7 Change Management Roadmap Architect the Vision Future State Breadth of Capability Common Policy and Process Unified Process Integrated N th Improvement across Processes Set Current State Usability and Control Time 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 7

8 Objectives of CM Policy Create a single reference for change management policy and process which is applied by all IT senior staff members Provide clear direction, guidelines, and terminology to change management process users Improve visibility of accountable process participants Provide flexibility to allow incremental improvements to the policy as business needs or tooling changes Use industry best practices 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 8

9 Change Management Policy Governing policy for change management at Cisco Approved by senior staff Governs all changes to the IT production operating environment Implemented through homegrown change management tool 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 9

10 Highlights of the Policy Responsible manager and accountable director Approval group/manager required on all changes (no auto-approvals) Conforming test environment Timing: 10-day submission, 24-hour approval Emergency changes Critical configuration item Standard change 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 10

11 Changes by Impact and Priority High Normal Priority High Emergency Impact Moderate Low Standard Change Very Low Lead time 10 Days 24 Hours Implement Fully Approved 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 11

12 Change Management Resources Forward schedule of change listing all change requests scheduled for implementation each day Upcoming change requests with approvers report Unified operations calendar (beta) lists freeze periods, corporate events, maintenance windows, and moderate- to high-risk change requests IT Freeze and Release Calendar lists freeze dates and period close dates 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 12

13 Metrics and Reporting High Product Level Feedback Ops review charts Product Mid Level Feedback Number of incidents caused by change Frequency of incidents caused by change Product Low Level Feedback ITIL process metrics Throughput 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 13

14 Q and A 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 14

15 To learn more about real-world Cisco IT deployments, visit Cisco Systems, Inc. All rights reserved. Cisco Public 15

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