Change Management. ProPath. Office of Information and Technology
|
|
|
- Dwayne Fletcher
- 8 years ago
- Views:
Transcription
1 Change Management ProPath Office of Information and Technology
2 Table of Contents Change Management Process Map... 1 Process: Change Management... 2 Change Management Description and Goals... 3 Description... 3 Goals... 3 Change Management RACI Information... 4 Change Management Process... 6 Process Activity Name: CHG-1 Initiate Change... 6 Process Activity Name: CHG-2 Analyze/Plan Change... 7 Process Activity Name: CHG-3 Approve Change... 8 Process Activity Name: CHG-4 Fix/Develop Change... 9 Process Activity Name: CHG-5 Implement Change Process Activity Name: CHG-6 Validate Change i
3 Change Management Process Map Change Management home overview raci help Change Submitter CHG-1 Initiate Change Change Coordinator CHG-2 Analyze/Plan Change Approving Official CHG-3 Approve Change Implementer CHG-4 Fix/Develop Change CHG-5 Implement Change CHG-6 Validate Change The links in this process map are inactive. Please scroll to view activity data. 1
4 Process: Change Management Overview: The process map for Change Management cycles through the following process and review activities: CHG-1 Initiate Change CHG-2 Analyze/Plan Change CHG-3 Approve Change CHG-4 Fix/Develop Change CHG-5 Implement Change CHG-6 Validate Change 2
5 Change Management Description and Goals Description Change Management process provides procedures, plans, and other artifacts necessary to establish an effective change management program and to complete a documentation set to support it. Goals - Establish an Office of Information & Technology (OI&T) Change Management process. - Standardize methods and procedures that follow sound Change Management principles. - Communicate an adaptable framework for change management that allows OI&T offices to incorporate the principles of change management into their business functions and work products as a routine procedure. - Allow OI&T to reinforce a commitment to minimizing or preventing adverse effects on VA information systems, as a result of a lack of proper planning, documentation, and/or coordination through an approved standard process. 3
6 Change Management RACI Information The following describes the RACI information for this process: CHG-1 Initiate Change Responsible Role: Change Submitter Accountable Role: Project Manager/System Owner Consulted Role: Change Coordinator, Change Initiator Informed Role: Implementer, Change Manager CHG-2 Analyze/Plan Change Responsible Role: Change Coordinator Accountable Role: Project Manager/System Owner Consulted Role: Approving Official, Change Submitter, Change Advisory Board, Technical Subject Matter Expert, Implementer Informed Role: Configuration Analyst/Librarian, Implementer, Change Initiator, Change Manager, Release Manager CHG-3 Approve Change Responsible Role: Approving Official Accountable Role: Project Manager/System Owner Consulted Role: Change Submitter, Change Advisory Board, Technical Subject Matter Expert, Configuration Analyst/Librarian, Implementer Informed Role: Change Coordinator, Change Initiator, Release Manager CHG-4 Fix/Develop Change Responsible Role: Implementer Accountable Role: Project Manager/System Owner Consulted Role: Change Advisory Board, Technical Subject Matter Expert, Configuration Analyst/Librarian Informed Role: Change Coordinator, Change Initiator, Configuration Manager, Release Manager 4
7 CHG-5 Implement Change Responsible Role: Implementer Accountable Role: Project Manager/System Owner Consulted Role: Change Initiator Informed Role: Change Advisory Board, Technical Subject Matter Expert, Change Coordinator, Change Submitter, Configuration Manager, Release Manager CHG-6 Validate Change Responsible Role: Implementer Accountable Role: Project Manager/System Owner Consulted Role: Change Advisory Board, Technical Subject Matter Expert, Change Initiator Informed Role: Change Coordinator, Change Submitter, Configuration Analyst/Librarian, Configuration Manager, Release Manager 5
8 Change Management Process Process Activity Name: CHG-1 Initiate Change Previous Process Activity None Next Process Activity CHG-2 Analyze/Plan Change Description The Change Submitter interfaces with the Change Coordinator who is responsible for ensuring that the necessary information to identify the basic requirements associated with the change has been identified. It is critical that the change management process is consistent in quality and completeness and rejects invalid requests. The Change Coordinator determines if there is sufficient information to create the change request and creates a new change request within the Change Management Process. The Change Submitter provides additional information to the Change Coordinator if it is required. Artifacts Used Action Items Business Need Assessment Incidents Legislation Policy Change Problems Requests Security Mandate Software Configuration Management Procedures Vulnerability Notifications Artifacts Created Notifications to affected and responsible entities Registered Request for Change Responsible Role Change Submitter Tools and Websites BMC Remedy IT Service Management - Incident Console CA Service Desk Manager Change Management (ChM) Enterprise Systems Engineering About LRM Change and Configuration Management 6
9 IBM Rational ClearCase IBM Rational ClearQuest National Change Control Board Website Standards OI&T Change Management Process Document OI&T Enterprise Change Management Policy Software Configuration Management Plan Standard VA Directive 6004, Configuration, Change, and Release Management Programs More Info Software Configuration Management Procedures are created in the Project Planning process. The National Change Control Board Website contains additional details on tools and how to obtain access to them. The Change Manager ensures that standardized processes are developed and adhered. Process Activity Name: CHG-2 Analyze/Plan Change Previous Process Activity CHG-1 Initiate Change Next Process Activity CHG-3 Approve Change Description The Change Coordinator collaborates with the technical SME's, Business Office, and Change and Configuration resources to determine the business need for change, architectural strategy, possible solutions, inter dependencies, proposed cost and schedule impacts, risk and impact analysis and assigned priority. The request for change is prepared and finalized as a recommendation to the Approving Official for change approval. Artifacts Used Input from Business Partners, Security, Engineering Request for Change Software Configuration Management Procedures Artifacts Created Business Case Justification Updated Request for Change 7
10 Responsible Role Change Coordinator Tools and Websites BMC Remedy IT Service Management - Incident Console CA Service Desk Manager Change Management (ChM) IBM Rational ClearCase IBM Rational ClearQuest National Change Control Board Website Standards OI&T Change Management Process Document OI&T Enterprise Change Management Policy Software Configuration Management Plan Standard More Info None Listed Process Activity Name: CHG-3 Approve Change Previous Process Activity CHG-2 Analyze/Plan Change Next Process Activity CHG-4 Fix/Develop Change Description The Approving Official reviews the Request for Change and grants approval for development and implementation based on risk and priority. Requests for Change that are not approved for implementation are returned for more information or rejected. Artifacts Used Request for Change Software Configuration Management Procedures Artifacts Created Approved/Rejected Request for Change 8
11 Responsible Role Approving Official Tools and Websites BMC Remedy IT Service Management - Incident Console CA Service Desk Manager Change Management (ChM) IBM Rational ClearCase IBM Rational ClearQuest National Change Control Board Website Standards OI&T Change Management Process Document OI&T Enterprise Change Management Policy Software Configuration Management Plan Standard More Info Software Configuration Management Procedures are created in the Project Planning process. Process Activity Name: CHG-4 Fix/Develop Change Previous Process Activity CHG-3 Approve Change Next Process Activity CHG-5 Implement Change Description The Implementer coordinates with the Configuration Manager or Subject Matter Expert (SME), if required, for resolution in this step of the process. Changes to documents, software code, systems, and all configuration items follow a rigorous lifecycle. Authorized changes are assigned to a developer, programmer, engineer, technical writer or other SME for resolution. Artifacts Used Request for Change Software Configuration Management Procedures Artifacts Created Updated Request for Change 9
12 Responsible Role Implementer Tools and Websites BMC Remedy IT Service Management - Incident Console CA Service Desk Manager Change Management (ChM) IBM Rational ClearCase IBM Rational ClearQuest National Change Control Board Website Standards OI&T Change Management Process Document OI&T Enterprise Change Management Policy Software Configuration Management Plan Standard More Info None Listed Process Activity Name: CHG-5 Implement Change Previous Process Activity CHG-4 Fix/Develop Change Next Process Activity CHG-6 Validate Change Description The Implementer takes the steps necessary to successfully implement the change following the appropriate procedures. Artifacts Used Approved Request for Change Software Configuration Management Procedures Artifacts Created Implemented Request for Change Responsible Role Implementer 10
13 Tools and Websites BMC Remedy IT Service Management - Incident Console CA Service Desk Manager Change Management (ChM) IBM Rational ClearCase IBM Rational ClearQuest National Change Control Board Website Standards OI&T Change Management Process Document OI&T Enterprise Change Management Policy Software Configuration Management Plan Standard More Info None Listed Process Activity Name: CHG-6 Validate Change Previous Process Activity CHG-5 Implement Change Next Process Activity None Description The Implementer and the Change Initiator validate the implemented change and determine if the change is successful. If the change is determined to be unsuccessful, appropriate steps are taken based on process documentation. Artifacts Used Request for Change Software Configuration Management Procedures Artifacts Created Completed (successfully or unsuccessfully) Request for Change Completed After Action Report (if required) Completed Test Results Responsible Role Implementer 11
14 Tools and Websites BMC Remedy IT Service Management - Incident Console CA Service Desk Manager Change Management (ChM) IBM Rational ClearCase IBM Rational ClearQuest National Change Control Board Website Standards OI&T Change Management Process Document OI&T Enterprise Change Management Policy Software Configuration Management Plan Standard More Info None Listed END OF PROCESS 12
Configuration Management
Configuration Management ProPath Office of Information and Technology Table of Contents Configuration Management Process Map... 1 Process: Configuration Management... 2 Configuration Management Description
Release Management. ProPath. Office of Information and Technology
Release Management ProPath Office of Information and Technology Table of Contents Release Management Process Maps... 1 Process: Release Management... 7 Release Management and Goals... 9... 9 Goals... 9
Product Build. ProPath. Office of Information and Technology
Product Build ProPath Office of Information and Technology Table of Contents Product Build Process Maps... 1 Process: Product Build... 3 Product Build and Goals... 4... 4 Goals... 4 Product Build RACI
Requirements Elaboration
Requirements Elaboration ProPath Office of Information and Technology Table of Contents Requirements Elaboration Process Maps... 1 Process: Requirements Elaboration... 4 Requirements Elaboration and Goals...
Enterprise Service Provisioning
Enterprise Service Provisioning ProPath Office of Information and Technology Table of Contents Enterprise Service Provisioning Process Map... 1 Process: Enterprise Service Provisioning... 2 Enterprise
Enterprise Service Specification
Enterprise Service Specification ProPath Office of Information and Technology Table of Contents Enterprise Service Specification Process Map... 1 Process: Enterprise Service Specification... 2 Enterprise
Project Monitoring and Control
Project Monitoring and Control ProPath Office of Information and Technology Table of Contents Project Monitoring and Control Process Maps... 1 Process: Project Monitoring and Control... 10 Project Monitoring
Vendor Access Management
Vendor Access Management ProPath Office of Information and Technology Table of Contents Vendor Access Management Process Map... 1 Process: Vendor Access Management... 2 Vendor Access Management Description
Independent Test and Evaluation
Independent Test and Evaluation ProPath Office of Information and Technology Table of Contents Independent Test and Evaluation Process Maps... 1 Process: Independent Test and Evaluation... 3 Independent
Project Closure. ProPath. Office of Information and Technology
Project Closure ProPath Office of Information and Technology Table of Contents Project Closure Process Map... 1 Process: Project Closure... 2 Project Closure Description and Goals... 3 Description... 3
Introduction... 4. Purpose... 4 Scope... 4 Manitoba ehealth Change Management... 4 Icons... 4. RFC Procedures... 5
Remedy Change Management Version 3.0 Modified: 10/27/2015 Table of Contents Introduction... 4 Purpose... 4 Scope... 4 Manitoba ehealth Change Management... 4 Icons... 4 RFC Procedures... 5 Process Flow
CHG-11-G-001 Does the tool use ITIL 2011 Edition process terms and align to ITIL 2011 N/A. Edition workflows and process integrations?
Purpose: [C]ontrol the lifecycle of all changes, enabling beneficial changes to be made with minimum disruption to IT services. (ST 4.2.1) Activities include: Assessing the impact of business change on
Process Owner: Change Manager Version: 1.0
BMC REMEDY 8.1 CHANGE MANAGEMENT USER GUIDE Process Owner: Change Manager Version: 1.0 DOCUMENT REVISION HISTORY Revision Description Date Approved by Number V1.0 Initial Release 6/25/2015 6/25/2015 Page
Tools to support Requirements-Based Testing
Requisite Pro RMT/RFT/RPT/Robot Rational Test Manager ClearQuest 26 IBM Rational Test Manager Test Manager runs as a schema on top of ClearQuest Version 7 Integrates with other IBM products, such as ClearCase,
California Department of Technology, Office of Technology Services WINDOWS SERVER GUIDELINE
Table of Contents 1.0 GENERAL... 2 1.1 SUMMARY...2 1.2 REFERENCES...2 1.3 SUBMITTALS...2 1.3.1 General...2 1.3.2 Service Request...3 1.4 EXPECTATIONS...3 1.4.1 OTech...3 1.4.2 Customer...3 1.5 SCHEDULING...4
Contents. Service Request Departmental Procedures
Departmental Procedures Contents Process... 2 Scope... 2 Key Definitions... 2 Metrics and Reporting... 2 Roles and Responsibilities... 3 Level Agreements... 3 RACI Chart... 4 Process Flow and Procedure...
Introduction... 4. Purpose... 4 Scope... 4 Manitoba ehealth Incident Management... 4 Icons... 4
Remedy Incident Management Version 3.0 Modified: 08/20/2015 TABLE OF CONTENTS Introduction... 4 Purpose... 4 Scope... 4 Manitoba ehealth Incident Management... 4 Icons... 4 Incident Stages Overview...
baufest.com Argentina Mexico USA Spain Financial Services Activities Summary
Financial Services Activities Summary Background Baufest is an international company consisted of argentine resources with over 20 years experience. We develop and implement over 1,000 projects for 200
ITIL Foundation for IT Service Management 2011 Edition
ITIL Foundation for IT Service Management 2011 Edition ITIL Rev 03.12 3 days Description ITIL (IT Infrastructure Library) provides a practical, no-nonsense framework for identifying, planning, delivering
White Paper August 2006. BMC Best Practice Process Flows for ITIL Change Management
White Paper August 2006 BMC Best Practice Process Flows for ITIL Change Management Copyright 1991 2006 BMC Software, Inc. All rights reserved. BMC, the BMC logo, all other BMC product or service names,
ITIL Event Management in the Cloud
ITIL Event Management in the Cloud An AWS Cloud Adoption Framework Addendum July 2015 2015, Amazon Web Services, Inc. or its affiliates. All rights reserved. Notices This document is provided for informational
The ITIL Foundation Examination
The ITIL Foundation Examination Sample Paper B, version 5.0 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have
Which statement about Emergency Change Advisory Board (ECAB) is CORRECT?
ITIL Foundation mock exam 4 1. Which of the following is NOT a purpose of Service Transition? A) To ensure that a service can be managed, operated and supported B) To provide training and certification
Assessment and Authorization
Assessment and Authorization ProPath Office of Information and Technology Table of Contents Assessment and Authorization Process Maps... 1 Process: Assessment and Authorization... 5 Assessment and Authorization
Rally Integration with BMC Remedy through Kovair Omnibus Kovair Software, Inc.
Rally Integration with BMC Remedy through Kovair Omnibus Kovair Software, Inc. 2410 Camino Ramon, STE 230, San Ramon, CA 94583 www.kovair.com sales@kovair.com Document Version History Release Date Reason
Change Submitter: The person or business requesting or filing the Request For Change (RFC) notice.
ROLES, RESPONSIBILITIES, PROCEDUREs Change Submitter: The person or business requesting or filing the Request For Change (RFC) notice. IT Operations Change Manager: The steward of the Change Management
INFORMATION TECHNOLOGY SERVICES IT CHANGE MANAGEMENT POLICY & PROCESS
INFORMATION TECHNOLOGY SERVICES IT CHANGE MANAGEMENT POLICY & PROCESS Revised: 12/5/2011 Table of Contents Overview... 3 Roles and Responsibilities... 4 Management Process Definition... 6 Management Process
Software change and release management White paper June 2008. Extending open source tools for more effective software delivery.
Software change and release management White paper June 2008 Extending open source tools for more Page 2 Contents 2 Integrating and complementing open source tools 2 Trends in business shape software development
Project Initiation. ProPath. Office of Information and Technology
Project Initiation ProPath Office of Information and Technology Table of Contents Project Initiation Process Maps... 1 Process: Project Initiation... 10 Project Initiation and Goals... 12... 12 Goals...
Integrating an ITILv3 Service Management Architecture into Business Architectures
Integrating an ITILv3 Service Management Architecture into Business Architectures Key Challenges experienced and Lessons Learned Trevor Lea-Cox, 2011 1 Introducing Service Management 2, 2012, 2012 1 ITIL
Enterprise Test Management Standards
Enterprise Test Management Standards Version 4.0 09/28/2012 Document Number: FSA_TOADG_STDS_TEST.TMS_001 Document Version Control This section summarizes this document revision history. Each entry includes
U.S. Department of Education Federal Student Aid
U.S. Department of Education Federal Student Aid Federal Student Aid Enterprise Configuration Management User Guide Version 01.03 01/24/2011 Document Version Control Document Version Control Version Date
Software Quality Assurance (SQA) Testing
Service Description Services is a subscription fee based managed shared service, which offers a highly reliable, scalable, secure, and cost-effective testing platform that state agencies and local government
1 What does the 'Service V model' represent? a) A strategy for the successful completion of all service management projects
1 What does the 'Service V model' represent? a) A strategy for the successful completion of all service management projects b) The path to Service Delivery and Service Support for efficient and effective
Change Management Policy
Maine State Government Dept. of Administrative & Financial Services Office of Information Technology (OIT) Change Management Policy I. Statement Information Technology (I.T.) organizations require a process
CHANGE MANAGEMENT PROCESS
CHANGE MANAGEMENT PROCESS PROCESS ADOPTED BY COUNCIL ON 24 APRIL 2014 AT ITEM C.14.1 Cape Winelands District Municipality Change Management Process 1. 1. OBJECTIVE The objective of this process is to manage
Security Patch Management
The knowledge behind the network. Security Patch Management By Felicia M. Nicastro Senior Network Systems Consultant International Network Services Security Patch Management March 2003 INS Whitepaper 1
Maruleng Local Municipality ICT CHANGE MANAGEMENT POLICY
Maruleng Local Municipality ICT CHANGE MANAGEMENT POLICY Contents ICT CHANGE MANAGEMENT...1 POLICY...1 1. Preamble...3 2. Terms and definitions...3 3. Purpose...4 4. Objective of this Policy...4 5. References
The statements in this policy document establish HEALTHeLINK's expectations with respect to incident management.
1 Introduction The statements in this policy document establish HEALTHeLINK's expectations with respect to incident management. 2 Policy Statement 2.1 Incident Response Authority 2.1.1 Single Point of
Course # 55011A. The ITIL Foundation Certificate in IT Service Management
Course # 55011A The ITIL Foundation Certificate in IT Service Management Course Outline Module 1: Introduction Module 1 includes Service Management as a Practice, Key Roles, Competence and Training describes
The purpose of this document is to define the Change Management policies for use across UIT.
UNIVERSITY OF UTAH - IT OPERATIONS POLICY UIT CHANGE MANAGEMENT POLICY Chapter or Section: Information Technology ID SOP-CNFM.001 UIT Configuration Management Policy Rev Date Author Change 4.4 9/29/11
California Department of Technology, Office of Technology Services AIX/LINUX PLATFORM GUIDELINE Issued: 6/27/2013 Tech.Ref No. 04.17.
Table of Contents 1.0 GENERAL... 3 1.1 SUMMARY... 3 1.2 REFERENCES... 3 1.3 SUBMITTALS... 3 1.3.1 General... 3 1.3.2 Service Request Criteria... 4 1.4 EXPECTATIONS... 4 1.4.1 OTech... 4 1.4.2 Customer...
ITIL. Lifecycle. www.alctraining.com.my. ITIL Intermediate: Continual Service Improvement. Service Strategy. Service Design. Service Transition
Take your ITIL skills to the next level ITIL Lifecycle ITIL Intermediate: Part of the complete ITIL Education Program Advance your career Add value to your organisation Gain credits towards ITIL Expert
Operationalizing Application Security & Compliance
IBM Software Group Operationalizing Application Security & Compliance 2007 IBM Corporation What is the cost of a defect? 80% of development costs are spent identifying and correcting defects! During the
California Department of Technology, Office of Technology Services MICROSOFT SQL SERVER GUIDELINE
Table of Contents 1.0 GENERAL... 2 1.1 SUMMARY...2 1.2 REFERENCES...2 1.3 SUBMITTALS...3 1.3.1 General...3 1.3.2 Service Request...3 1.4 EXPECTATIONS...3 1.4.1 OTech...3 1.4.2 Customer...4 1.5 SCHEDULING...4
Closed Loop Incident Process
Closed Loop Incident Process From fault detection to closure Andreas Gutzwiller Presales Consultant, Hewlett-Packard (Schweiz) HP Software and Solutions 2010 Hewlett-Packard Development Company, L.P. The
University of Waikato Change Management Process
1. Overview Information Technology Services and the Faculty and Division ICT staff have adopted the Information Technology Infrastructure Library (ITIL) systems management framework as its model for best
Service Integration &
This is a DRAFT document, being published for review & comment The content is therefore subject to change & revision This document is part of the XGOV Strategic SIAM reference set Service Integration &
Enhance visibility into and control over software projects IBM Rational change and release management software
Enhance visibility into and control over software projects IBM Rational change and release management software Accelerating the software delivery lifecycle Faster delivery of high-quality software Software
Service Delivery Framework
Service Delivery Framework 1 Delivery Manager Team Hierarchy CRM HR SPOC Operations Manager Finance Resource Team Team Lead Unix Team Lead DBA Shift Lead Unix SA Shift Lead Oracle Team Member Unix SA Team
Appendix 2-A. Application and System Development Requirements
Appendix 2-A. Application and System Development Requirements Introduction AHRQ has set up a Distributed Systems Engineering Lab (DSEL) to support all internal development efforts and provide a facility
REMEDY 7.5 INCIDENT MANAGEMENT AND CHANGE MANAGEMENT USER MANUAL
INCIDENT MANAGEMENT AND CHANGE MANAGEMENT USER MANUAL 08/17/2009 Contents OVERVIEW... 3 CREATING INCIDENT TICKETS... 13 WORKING AND RESOLVING INCIDENTS AS SUPPORT STAFF... 28 CHANGE MANAGEMENT... 33 SEARCHING
Securing the Service Desk in the Cloud
TECHNICAL WHITE PAPER Securing the Service Desk in the Cloud BMC s Security Strategy for ITSM in the SaaS Environment Introduction Faced with a growing number of regulatory, corporate, and industry requirements,
Automating Software Release Management with IBM Rational ClearCase and IBM Rational ClearQuest
IBM Software Development Technical Conference Automating Software Release Management with IBM Rational ClearCase and IBM Rational ClearQuest Kevin Lee Technical Consultant, IBM Rational Software kevin.lee@uk.ibm.com
1. FROM (Agency or establishment) DATE RECEIVED/ / U.S. Nuclear Regulatory Commission
REQUEST FOR RECG_.i)S DISPOSITION AUTHORITY WVE BLANK (NARA Use Only) TO: NATIONAL ARCHIVES AND RECORDS ADMINISTRATION JOB NUMBER WASHINGTON, DC 20408 /- '/ 3/- 0 &-,/ 1. FROM (Agency or establishment)
Free ITIL v.3. Foundation. Exam Sample Paper 1. You have 1 hour to complete all 40 Questions. You must get 26 or more correct to pass
Free ITIL v.3. Foundation Exam Sample Paper 1 You have 1 hour to complete all 40 Questions You must get 26 or more correct to pass Compliments of Advance ITSM www.advanceitsm.com 1. What is the main reason
How To Integrate Legacy Management With Distributed Systems
OVERVIEW Adoption of IT Infrastructure Library (ITIL) best practices has grown dramatically in the last decade. These best practices provide a framework to integrate business processes and supporting technology,
HP IT Professional Help Desk for SMB Service HP Care Pack Services
HP IT Professional Help Desk for SMB Service HP Care Pack Services Technical data HP IT Professional Help Desk for SMB Service gives Small to Medium Business customers a single source of 2nd and 3rd Level
GETTING ITIL DONE WITH IT PROCESS AUTOMATION
OPALIS USER GUIDE IT process automation is all about orchestrating the infrastructure to support the needs of the business with the efficiencies gained through automation. David Williams, Gartner, BTQ
VA Enterprise Design Patterns: 4. IT Service Management (ITSM) 4.3: Configuration Management
VA Enterprise Design Patterns: 4. IT Service Management (ITSM) 4.3: Configuration Management Office of Technology Strategies (TS) Architecture, Strategy, and Design (ASD) Office of Information and Technology
Voice Over IP Network Solution Design, Testing, Integration and Implementation Program Overview
Voice Over IP Network Solution Design, Testing, Integration and Implementation Program Overview 1/1 Table of Contents 1. Introduction...3 2. Executive Summary...4 3. Program Definition...5 3.1. Program
Project Charter Updated
Enterprise IT Service Management Pilot Proof of Concept Project Charter Updated Prepared By: M. Riley & J. Foster Date of Publication: March 13, 2006 Date Last Revised: April 25, 2007 PMO CH1, 8/01 Document
IBM Rational AppScan: enhancing Web application security and regulatory compliance.
Strategic protection for Web applications To support your business objectives IBM Rational AppScan: enhancing Web application security and regulatory compliance. Are untested Web applications putting your
National Finance Center Government Employees Services Division. Project Control Office Communication Plan Version 2.0
National Finance Center Government Employees Services Division Project Control Office Communication Plan Version 2.0 June 22, 2011 Introduction While supporting the NFC s overall mission, the Government
General Introduction to IBM (R) Rational (R) Asset Manager
General Introduction to IBM (R) Rational (R) Asset Manager Peter Smith Certified IT Specialist, IBM 2007 IBM Corporation Objectives! Background: Issues and Challenges!Asset Management and SOA! Define Asset
BMC Remedy Incident Management Quick Start User Guide Training Manual. Version 3.0
BMC Remedy Incident Management Quick Start User Guide Training Manual Version 3.0 2 Table Contents - Quick Start User Guide How to display Incident Console window... 3 How to set up your Profile... 3 How
Supporting Workflow Overview. CSC532 Fall06
Supporting Workflow Overview CSC532 Fall06 Objectives: Supporting Workflows Define the supporting workflows Understand how to apply the supporting workflows Understand the activities necessary to configure
BMC Software Consulting Services Fermilab Computing Division Incident Management Policy
BMC Software Consulting Services Incident Management Policy Client: Fermilab Date : 01/28/2009 Version : 1.0 DOCDB 3067 Description Purpose Applicable to Supersedes GENERAL This is the policy that governs
IT Service Management
RL Consulting People Process Technology Organization Integration IT Service Management Change Management Methods and Implementation Best Practices White Paper Prepared by: Rick Leopoldi June 19, 2002 Change
SCHEDULE D. SERVICE LEVEL AGREEMENT MERCHANT CARD PROCESSING SERVICES STATE OF NORTH CAROLINA AND SUNTRUST MERCHANT SERVICES Contract Number 14-008474
SCHEDULE D SERVICE LEVEL AGREEMENT MERCHANT CARD PROCESSING SERVICES STATE OF NORTH CAROLINA AND SUNTRUST MERCHANT SERVICES Contract Number 14-008474 Contents 1 Scope... 1 2 Service Availability... 2 3
IBM Rational Asset Manager
Providing business intelligence for your software assets IBM Rational Asset Manager Highlights A collaborative software development asset management solution, IBM Enabling effective asset management Rational
Software Inventory Best Practices. Issued: April 26, 2016. Approved: Bruce F Gordon 04/26/2016 Chairperson Date
Software Inventory Best Practices Issued: April 26, 2016 Approved: Bruce F Gordon 04/26/2016 Chairperson Date Team Members Gayle Jordan, TVA, Lead Dan Holland, PGE/DCPP Chris Meemken, STP Randy Moose,
ENTERPRISE IT SERVICE MANAGEMENT BUREAU OF ENTERPRISE SYSTEMS AND TECHNOLOGY ENTERPRISE SERVICE DESCRIPTION FOR. Ocotber 2012
S T A T E O F C O N N E C T I C U T BUREAU OF ENTERPRISE SYSTEMS AND TECHNOLOGY ENTERPRISE SERVICE DESCRIPTION FOR ENTERPRISE IT SERVICE MANAGEMENT (Featuring Numara Footprints Service and Asset Management)
Department of Information Technology Database Administration Management Audit Final Report
Department of Information Technology Database Administration Management Audit Final Report October 2009 promoting efficient & effective local government Executive Summary Much of the county s data is stored
ITIL Foundation. 182, Broadway, Newmarket, Auckland English, Entry Level IT Professionals. Language(s): Corporate Short Course
ITIL Foundation Length: Location: Language(s): Audience(s): Level: Vendor: Type: Delivery Method: 5 Days 182, Broadway, Newmarket, Auckland English, Entry Level IT Professionals Beginner ITIL Corporate
How To Approve a Change Request (CR) Using BMC Remedy Change Management System
How To Approve a Change Request (CR) Using BMC Remedy Change Management System There are three ways that you can approve a Change Request. - Approving via the Email Interface - Approving via the Remedy
The ITIL Foundation Examination
The ITIL Foundation Examination Sample Paper B, version 4.0 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have
Introduction... 2. Purpose... 2 Scope... 2 Icons... 2. Tasks and ehealth Processes... 3. Incident Management... 3 Change Management...
Version 1.5 Modified: 01/21/2013 Table of Contents Remedy Tasks Introduction... 2 Purpose... 2 Scope... 2 Icons... 2 Tasks and ehealth Processes... 3 Incident Management... 3 Change Management... 3 Overview
INCIDENT MANAGEMENT & REQUEST FULFILLMENT PROCESSES. Process Owner: Service Desk Manager. Version: v2.0. November 2014 Page 0
INCIDENT MANAGEMENT & REQUEST FULFILLMENT PROCESSES Process Owner: Service Desk Manager Version: v2.0 November 2014 Page 0 Document Revision History Revision Description Date Approved by Number V1.0 Initial
Comparison of DBI Products and BMC SmartDBA
Comparison of DBI Products and BMC SmartDBA Feature Brother-Panther SmartDBA Notes Streamlined performance workflow Identify configuration changes that lead to performance issues Brother-Panther will start
Holistic PLM for the development of mechatronic systems Proof of concept: Synchronized Mechatronics Engineering enabled by SOA
Holistic PLM for the development of mechatronic systems Proof of concept: Synchronized Mechatronics Engineering enabled by SOA Dr. Gerd Oelerich Bernd Sartor Hubert Aunkofer Ines Merk Michael Buchholz
RATIONALIZING THE MULTI-TOOL ENVIRONMENT
RATIONALIZING THE MULTI-TOOL ENVIRONMENT INTRODUCTION Over time, businesses are likely to acquire multiple, redundant tools for monitoring the availability, performance and capacity of their IT infrastructure.
ITIL V3 Sample Questions Page 1 of 15 Sample ITIL version 3 Foundation Examination. Instructions
Page 1 of 15 Sample ITIL version 3 Foundation Examination Instructions 40 questions should be attempted. There are no trick questions. You have 60 minutes to complete this paper. Candidates sitting the
How To Manage Change Management At Uni
Change Management Process VERSION 1.0 Version Date: 1 May 2006 Table of Revisions REVISION NUMBER DESCRIPTION OF CHANGES (PARAGRAPH AND OR SECTION NUMBERS FOR REVISION TRACKING) DATE OF CHANGE REVIEWED
ITSM Roles. 1.0 Overview
ITSM Roles 1.0 Overview The IT Management lifecycle involves a large number of roles, some of which are limited in scope to one specific, others of which have responsibilities in several different es.
Infasme Support. Incident Management Process. [Version 1.0]
![Infasme Support. Incident Management Process. [Version 1.0]](/thumbs/26/7505069.jpg "Infasme Support. Incident Management Process. [Version 1.0]")
Infasme Support Incident Management Process [Version 1.0] Table of Contents About this document... 1 Who should use this document?... 1 Summary of changes... 1 Chapter 1. Incident Process... 3 1.1. Primary
Department of Information and Technology Management
INFOTEC Overview Department of Information and Technology Management Introduction The Information and Technology Management Department (INFOTEC) is responsible for providing modern, secure, fit for purpose
Department of Veterans Affairs VA DIRECTIVE 6402
Department of Veterans Affairs VA DIRECTIVE 6402 Washington, DC 20420 Transmittal Sheet August 28, 2013 MODIFICATIONS TO STANDARDIZED NATIONAL SOFTWARE 1. REASON FOR ISSUE. To set forth policies and responsibilities
HUIT Change Management with ServiceNow. itsm@harvard.edu September 2013
HUIT Change Management with ServiceNow itsm@harvard.edu September 2013 Module 1: Basic Training - Change Requester/Implementer Change Management with ServiceNow Agenda Session Overview HUIT Change Management
BMC and ITIL: Continuing IT Service Evolution. Why adopting ITIL processes today can save your tomorrow
BMC and ITIL: Continuing IT Service Evolution Why adopting ITIL processes today can save your tomorrow What does it mean to adopt ITIL? Implementing ITIL? Don t. That s outdated thinking. Today s successful
OFFICE OF THE CITY AUDITOR
CITY OF SAN ANTONIO OFFICE OF THE CITY AUDITOR Audit of Information Technology Services Department Project No. AU10-012 September 1, 2011 Audit of Information Technology Services Department Executive Summary
The ITIL Foundation Examination
The ITIL Foundation Examination Sample Paper A, version 5.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have
ITIL: Foundation (Revision 1.6) Course Overview. Course Outline
ITIL: Foundation (Revision 1.6) Course Overview The ITIL Foundation Certification Course introduces the new student to the fundamentals of IT Service Management as described in the IT Infrastructure Library
REVIEWED ICT CHANGE MANAGEMENT POLICY
LI_M_POPO PROVINCIAL GOVERNMENT ~EP.j8L-C OF SO;_;-H.'\FR1C.... DEPARTMENT OF CO-OPERATIVE GOVERNANCE. HUMAN SETTLEMENTS & TRADITIONAL AFFAIRS REVIEWED ICT CHANGE MANAGEMENT POLICY Version: 2 Table of
The ITIL v.3. Foundation Examination
The ITIL v.3. Foundation Examination ITIL v. 3 Foundation Examination: Sample Paper 3, version 3.0 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. There are no trick questions.
The ITIL Foundation Examination
The ITIL Foundation Examination Sample Paper A, version 4.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have
ActionProgram Manager Plus Benefits Summary
ActionProgram Manager Plus Benefits Summary ActionProgram Manager Plus (APM Plus) is a Remedy-based application that includes project, program, portfolio, governance, resource, risk, and cost management
How to Ensure IT Compliance Without Compromising Innovation. Nik Teshima, IBM Phil Odence, Black Duck
How to Ensure IT Compliance Without Compromising Innovation Nik Teshima, IBM Phil Odence, Black Duck Black Duck 2013 Speakers Phil Odence VP of Business Development Black Duck Software Nik Teshima Senior
HP Service Manager. Process Designer Content Pack 9.30.1. Processes and Best Practices Guide
HP Service Manager Process Designer Content Pack 9.30.1 Processes and Best Practices Guide Document Release Date: June, 2012 Software Release Date: June, 2012 1 Legal Notices Warranty The only warranties