INFORMATION AND EDUCATIONAL TECHNOLOGY
|
|
- Philippa Blake
- 7 years ago
- Views:
Transcription
1 INFORMATION AND EDUCATIONAL TECHNOLOGY IET Change Management Process Model This document describes the IET Change Management Process. The process seeks to minimize business risk during a change to a service, service component, or supporting infrastructure. This document may be used by: UC Davis colleges, functional units and customers who want to understand generally accepted good practices for IET Change Management. Organizations that want to align with the IET Change Management process model. Note: Some elements of this model are specific to the IET implementation in the ServiceNow change management system. Page: 1 of 15
2 Table of Contents Process overview...3 Objective...3 Value to customers...3 Scope...3 Out of Scope...4 Process roles...5 Change Management process model...6 Risk Levels and Lead Times...9 Change Management Flow based on Risk Levels...11 LEAD TIMES...11 Change categories, Change Types and workflows...12 Change Categories...12 Planned Changes...12 Emergency changes...12 Change Advisory Boards...12 Architecture Review Board (ARB/TCAB)...12 Deployment CAB (DCAB)...13 Emergency CAB (ECAB)...13 IMPLEMENTATION ISSUES...13 Appendix...15 Appendix B required documentation...15 Page: 2 of 15
3 PROCESS OVERVIEW IET Change Management is a systematic approach that defines the process and implements the procedures for recording and tracking the details of the service environment as it undergoes change. Maintain high quality service to customers Maintain the integrity of the IT production environment Provide effective communications about all changes Provide a single set of procedures, a change management tracking system and a common database for managing change Ensure all changes are tested appropriately, based on risks such as their complexity, possible impact, and ability to be backed out Provide an approval process to manage and administer all changes Improve the effectiveness of change management processes, procedures and tools over time OBJECTIVE The overall objective of Change Management is to make sure that all changes are recorded, evaluated, authorized, prioritized, planned, tested, implemented, documented and reviewed in a controlled manner. VALUE TO CUSTOMERS Change management value can be summarized in two main benefits. The business is protected from any negative effects related to change The business gets the improvements that they need SCOPE The addition, modification, or removal of services or service components will be subject to the change management process. This includes, but is not limited to: Application software Application servers Communications equipment and software Databases or components supporting data storage and retrieval Facilities and environmental components used in connection with the delivery of IT Services Global software pushes System Hardware System Software Network infrastructure components supporting hosted services Page: 3 of 15
4 OUT OF SCOPE Changes which have significantly wider impact than service changes or day to day operational tasks required for service and system operations: Application changes to development environments Build-out of servers/environments that are not part of current production or test environments and to which changes would in no way affect or impact production or test environments. The modification of existing, or the creation of new, software plans and procedures relevant to the running, support, and maintenance of systems and services File restores, data modifications, user managed application or infrastructure modifications which do not affect the functionality, data structure, or modify the output of a managed system Changes at an operational level such as repair to printers or other routine service components Addition, deletion, or modifications performed at the individual workstation level. Changes with significantly wider impacts than service changes, e.g. departmental organization changes, policies, and business operations Changes to web site content which are controlled via departmental policies and procedures Page: 4 of 15
5 PROCESS ROLES Each person who interfaces with the IET Change Management process has a role and associated responsibilities that must be executed in order for the changes to be successfully implemented: Role Description The Change Approver reviews the Request For Change (RFC) using a risk based perspective. The change approver role may be performed by an authorized manager, supervisor, technical lead, or approval board. The change approver cannot be the same person as the Change Requestor. More than one change approver may be required for a change request, depending on risk, impact and urgency of the change. Responsibilities include: Change Approver Reviewing all change documentation Confirming that all required assessments (risk, impact, technical, business, operational) are complete Verifying that testing has been completed Verifying that production support is aware of the change Verifying that back-out plans have been developed Approval or rejection of the RFC The Change Requester is the person who creates RFC s for IT service components. Change Requester The responsibilities of the Change Requester are to: Provide appropriate information to the required Change Approvers Ensure that the RFC is provided to the support staff so it can be entered into the Change Management Tracking System, and that it meets the qualifications for the change request, based on the risk level of the change. Obtain proper approval for Emergency Changes. Ensure that the change is Implement by Change Implementer(s) consistent with the approved plan and RFC The Change Implementer in each support organization is the resource for change execution and is responsible for the installation and deployment of a change or change task. Change Implementer(s) Responsibilities include: Participate in the assessment and planning of the change CAB attendance Implementing the change Providing status of all changes in progress Remediating and backing out a change if necessary Updating the RFC records with appropriate information and status Closing assigned tasks within the scheduled date/time of the change Page: 5 of 15
6 Role Description The Architecture Review Board provides assessments of changes for consistency with IT architectural standards, future direction and governance requirements. Architecture Review Board (ARB) Responsibilities Include: Evaluate projects and related changes requests for compliance to established architectural criteria and business objectives Communicating architectural requirements and compliance checklists to projects in advance of development and change activities Providing guidance to project stakeholders to meet architectural conformance requirements Approval / rejection of proposed architectural changes The Change Advisory Board (CAB) authorizes and approves or rejects changes before they are implemented and assists with the prioritization, coordination and scheduling of changes. Change Advisory Board (CAB) Responsibilities: Establish change management standards, policies and procedures Review changes for compliance to Change Management process requirements Oversee change schedule risks Establish the forward schedule of changes (FSC) Define change classifications Standard, Comprehensive (Normal), Emergency Review failed changes to ensure corrective actions are implemented Authorize emergency change procedures Provide change management reporting for continual improvement CHANGE MANAGEMENT PROCESS MODEL The IET Change Management process model illustrates the standard flow of activities. The actual steps followed will be determined by the change classification. Depending on the classification, some activities will be bypassed or enhanced. (See below for Change Classifications and Workflow details). Page: 6 of 15
7 Change Entry in ServiceNow (RFC) The key objective of the Change Entry is to capture information about all change requests to be considered for implementation to any IT production system, prior to the changes being made. In addition, this activity provides a standard method of capturing change requests through ServiceNow, the standard system of record for IT changes together with the data concerning those changes. Capture all change requests Create change record Ensure complete documentation Provide a central point for input of change requests Determine / assign risk level of change request Provide lead time standards for change requests based on risk level Communicate change requests to affected parties ARB Assessment ARB assessment provides technical and business reviews to ensure compliance with campus standards. Ensure the change meets the requirements of the business Ensure the test plan is appropriate Ensure the back-out plan is complete Ensure the change is technically feasible Ensure software distribution plan is provided and complete Ensure the change is compatible with the system / application plans Determine the technical impact on and interfaces with other applications Page: 7 of 15
8 Update change records CAB Assessment CAB assessment ensures change management process requirements are satisfied and changes are ready for operational deployment. Validate the lead time is being honored Determine how the change fits in with business plans Determine impact on business partners Ensure user acceptance test plan is appropriate Assess conflicts with currently planned changes and environmental changes Determine the business impact on and interfaces with other applications Update change records Ensure documentation, procedures, and training plan is provided Preliminary Change Scheduling Determine current change schedule Approve, reject, or reschedule change Schedule changes Resolve scheduling conflicts Update change records Update Master Schedule / Calendar Monitor and Test Ensure test plan compliance Validate testing completion (stress testing and user acceptance testing) Assess test activities and results compared to standards Update change records Final Change Scheduling Ensure completeness of prior activities Make 'go / no-go' decision for each change Determine final priorities Update Change Calendar Monitor Install Verify readiness for installation Install changes into production Approve or disapprove Emergency Changes Update inventory as necessary Update change records Page: 8 of 15
9 Change Management Reporting Changes bypassing the process Number of Emergency Changes Testing adequacy Provide information to users of the Change Management process Identify changes that affect service delivery Develop corrective actions RISK LEVELS AND LEAD TIMES Risk levels are established to help evaluate uncertainty in these areas of concern: Financial impact of the change Prior experience with the type of change The degree of difficulty in managing the change The technical complexity of the change GUIDANCE TO ASSESS RISK Risk Level 1- HIGH RISK/HIGH IMPACT Affects multiple groups on campus, a college, or a supported facility The change is difficult or impossible to back out Risk Level 2 HIGH RISK/MODERATE IMPACT Changes affect a significant part of the customer s business Is hard to back out (but back-out procedures have been identified), The change can be tested Similar changes have been done successfully in the past Risk Level 3 MODERATE RISK/ MODERATE IMPACT The change affects a small part of the business Is relatively easy to back out Has been tested Similar changes have been done before successfully Risk Level 4: LOW RISK/MODERATE IMPACT Page: 9 of 15
10 The change would have little effect on business (i.e., non-intrusive changes to individual applications that have no impact on other applications / systems, such as generating reports from a data warehouse) Is simple to back out Can be easily tested Similar changes have been done many times before Risk Level 5: LOW RISK/LOW IMPACT Maintenance changes required to maintain system functionality but which need to be communicated to stakeholders Can be easily tested Back-out is easily done and non-intrusive to customers Changes of this time are routinely done Repeatable changes that have prior approval Page: 10 of 15
11 CHANGE MANAGEMENT FLOW BASED ON RISK LEVELS LEAD TIMES Lead times are established for planning and scheduling changes based on risk levels. The requested change implementation date must be based on the lead time required for the assigned risk level Emergency Submitted after change has been implemented, if possible approved via Emergency CAB Urgent Approved via Emergency CAB Risk Level 1 - Must be submitted 3 days prior to ARB meeting. Risk Level 2 - Must be submitted 3 days prior to ARB meeting. Risk Level 3 - Must be submitted no later than 3 days prior to implementation. Risk Level 4 - Must be submitted no later than 3 days prior to implementation. Risk Level 5 - Pre-approved routine changes must be submitted 0 days prior to implementation. Page: 11 of 15
12 CHANGE CATEGORIES, CHANGE TYPES AND WORKFLOWS CHANGE CATEGORIES Two categories of changes are established as follows: Planned - Changes that follow the standard change management process and are reviewed, approved and scheduled in advance. Emergency Changes that are required as a result of unforeseen events for which planning is not feasible to avoid service disruptions/outages. Note: See the IET Change Management ServiceNow Implementation.docx document for a description of the workflows implemented in ServiceNow to process these change types. PLANNED CHANGES Planned changes are categorized as Standard and Normal. Standard: changes are pre-authorized changes that are generally low risk, commonly done and have a pre-established and approved procedure or work instruction to perform the change. Normal: Any change that is not a Standard or Emergency type change. EMERGENCY CHANGES Emergency changes are required to restore normal services to campus customers after an unexpected service disruption or to prevent a priority 1 or 2 incident from occurring. CHANGE ADVISORY BOARDS A Change Advisory Board is a body that exists to assist Change Management in the assessment (impact/risk), prioritization, and scheduling of changes. Members ensure that all changes are adequately assessed from a business, technical, deployment and emergency viewpoint. Emphasis is placed on balancing Client business needs with the risks and effects of services interruptions. ARCHITECTURE REVIEW BOARD (ARB/TCAB) Purpose The Architecture Review Board (or Technical Change Advisory Board) consists of specific technical and business experts that can assess and validate changes proposed for risk, impact, and need going into the production environment. Page: 12 of 15
13 Scope Reviews all RFCs flagged for ARB/TCAB review to assess and validate their technical feasibility Ensures RFCs are adequately assessed for cross boundary systems, apps, Geos, Domains etc. impacts Ensures documentation and plans for testing/mitigating cross boundary impacts are identified Assesses the change for scheduling impacts DEPLOYMENT CAB (DCAB) Purpose The Deployment Change Advisory Board (DCAB) evaluates the readiness and gives approval of any change to be introduced into the managed environment. Scope Makes decisions on Service, Implementation and Operational readiness and the final decision on the actual release date Ensures all changes in the scope of the CAB comply with defined Change Management Processes Ensures that post implementation emergency changes (meeting defined criteria) to the managed environments in the scope of this body are justified, and that corrective action is being taken Tracks all expiration dates of all Standard Change approvals Verifies risk associated with change is correct EMERGENCY CAB (ECAB) Purpose The Emergency Change Advisory Board (ECAB) evaluates the readiness and gives approval of any emergency and urgent changes to be introduced into the managed environment. The ECAB meets via in an Ad-hoc manner to evaluate changes immediately upon receipt of the RFC. Scope Makes decisions on Service, Implementation and Operational readiness and the final decision on the actual release date Ensures all changes in the scope of the CAB comply with defined Change Management Processes Ensures that post implementation emergency changes (meeting defined criteria) to the managed environments in the scope of this body are justified, and that corrective action is being taken IMPLEMENTATION ISSUES Page: 13 of 15
14 See IET Change Management ServiceNow Implementation.docx document for implementation issues. Page: 14 of 15
15 APPENDIX The appendix contains addition exhibits and standards used to support the Change Management Process (Beta) APPENDIX B REQUIRED DOCUMENTATION In addition to the required fields in the ServiceNow, additional documentation is required. The following table outlines the artefacts that are required for each approval. Required Artifacts Impact Assessment Technical Design Test Plan ARB Deployment CAB Emergency CAB Risk Assessment Implementation Plan Back Out Plan Validation Plan Test Results Communication Plan Implementation Plan Impact Assessment Back Out Plan High priority Incident Record Post Deployment Post Implementation Review Any other required artifacts per the request of the ECAB or TCAB Page: 15 of 15
Change Management. Service Excellence Suite. Users Guide. Service Management and Service-now
Change Management Users Guide Service Management and Service-now Service Excellence Suite Table of Contents Introduction... 3 Overview and Objectives... 4 Overview... 4 Objectives... 4 Primary Benefits
More informationINFORMATION 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
More informationChange Management Process Document
Draft August 16, 2009 Version 4.0 (use of CMDB) Important: 1. This is a living document. 2. There will be a review of this document, with potential updates, three to six months following the approval and
More informationTechExcel. ITIL Process Guide. Sample Project for Incident Management, Change Management, and Problem Management. Certified
TechExcel ITIL Process Guide Sample Project for Incident Management, Management, and Problem Management. Certified Incident Management Red Arrows indicate that the transition is done automatically using
More informationCITY UNIVERSITY OF HONG KONG Change Management Standard
CITY UNIVERSITY OF HONG KONG (Approved by the Information Strategy and Governance Committee in December 2013; revision 1.1 approved by Chief Information Officer in September 2015) PUBLIC Date of Issue:
More informationThe Newcastle upon Tyne Hospitals NHS Foundation Trust. IT Change Management Policy and Process
The Newcastle upon Tyne Hospitals NHS Foundation Trust Version No.: 2.0 Effective From: 16 July 2015 Expiry Date: 16 July 2018 Date Ratified: 5 June 2015 Ratified By: Director of IT 1 Introduction IT Change
More informationITIL Introducing service transition
ITIL Introducing service transition The goals of service transition Aligning the new or changed service with the organisational requirements and organisational operations Plan and manage the capacity and
More informationExhibit F. VA-130620-CAI - Staff Aug Job Titles and Descriptions Effective 2015
Applications... 3 1. Programmer Analyst... 3 2. Programmer... 5 3. Software Test Analyst... 6 4. Technical Writer... 9 5. Business Analyst... 10 6. System Analyst... 12 7. Software Solutions Architect...
More informationPage 1 of 8. Any change, which meets the following criteria, will be managed using IM/IT Change Management Process.
Page 1 of 8 1. Introduction This policy describes the Authority s Information Management/Information Technology (IM/IT) change management procedures. IM/IT manages changes to applications, infrastructure
More informationCCIT Change Management Procedures & Documentation
CCIT Change Management Procedures & Documentation 1.0 Introduction A major challenge within any organization is the ability to manage change. This process is even more difficult within an IT organization.
More informationChange Management. Change Management Procedure. Table of Contents. (Revision Date: 1/30/2014)
Change Management Change Management Procedure (Revision Date: 1/30/2014) Table of Contents I. Introduction... 2 II. Scope... 2 III. Objective... 2 IV. Definition of a Change... 2 V. Roles and Responsibilities...
More informationhi Information Technologies Change Management Standard
hi Information Technologies Change Management Standard Classification Service Delivery Standard # SVD-002 Approval Authority Chief Information Officer Implementation Authority Director, Service Delivery
More informationYale University Change Management Process Guide
Yale University Management Process Guide Yale University Management Process 1 of 29 Table of Contents Introduction... 3 Purpose... 3 Scope... 3 Management Overview... 3 Management Key Concepts... 4 Management
More informationWHITE PAPER. Best Practices in Change Management
Best Practices in Change Management The change management function employs standard methods and procedures to efficiently and promptly balance the need for change against the impact of change, preventing
More informationWhite Paper. Change Management: A CA IT Service Management Process Map
White Paper Change Management: A CA IT Service Management Process Map Peter Doherty Senior Consultant, Technical Service, CA, Inc. Peter Waterhouse Director, Business Service Optimization, CA Inc. June
More informationChange 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
More informationHP 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
More informationIT CHANGE MANAGEMENT POLICY
IT CHANGE MANAGEMENT POLICY PURPOSE The purpose of the IT Change Management Policy is to manage changes in a planned and predictable manner in order to assign resources, assess risk and minimize any potential
More informationThe 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.
More informationDraft Copy. Change Management. Release Date: March 18, 2012. Prepared by: Thomas Bronack
Draft Copy Change Management Release Date: March 18, 2012 Prepared by: Thomas Bronack Section Table of Contents 10. CHANGE MANAGEMENT... 5 10.1. INTRODUCTION TO CHANGE MANAGEMENT... 5 10.1.1. PURPOSE OF
More informationThe 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
More informationInternal Audit Report ITS CHANGE MANAGEMENT PROCESS. Report No. SC-11-11
Internal Audit Report ITS CHANGE MANAGEMENT PROCESS Report No. SC-11-11 March 2011 SANTA CRUZ: INTERNAL AUDIT March 31, 2011 MARY DOYLE Vice Chancellor Information Technology Re: Internal Audit Report
More informationChange Management Process Guide
XXXXX (XX) IT Operational Process Change Management Process Guide XXXXX Information Technology Preface The purpose of this document is to outline the procedures that govern the Change Management process
More informationHUIT 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
More informationIT Change Management Policy
Date of effect 24 November 2011 Approval Vice Chancellor Documents replaced by this N/A policy Procedures and/or guidelines supporting this policy A. Introduction Purpose IT Change Management Policy 1.
More informationChange Management. Bizagi Suite
Change Management Bizagi Suite Change Management 2 Table of Contents Change Management... 5 Process Elements... 6 RFC Entering... 6 Enter RFC... 6 Technical Review Required?... 9 Technical Review and Sign
More informationChange Management Policy
Change Management Policy Change management refers to a formal process for making changes to IT services. The goal of change management is to increase awareness and understanding of proposed changes across
More informationITIL Version 3.0 (V.3) Service Transition Guidelines By Braun Tacon
ITIL Version 3.0 (V.3) Service Transition Guidelines By Braun Tacon Executive Summary: This document is seven pages. Page one is informational/background only. What follows over the next six pages are
More informationService Transition. ITIL is a registered trade mark of AXELOS Limited.. The Swirl logo is a trade mark of AXELOS Limited.. 1
Service Transition ITIL is a registered trade mark of AXELOS Limited.. The Swirl logo is a trade mark of AXELOS Limited.. 1 Lesson Objectives Service Transition - Introduction - Purpose and Objectives
More informationUMHLABUYALINGANA MUNICIPALITY IT CHANGE MANAGEMENT POLICY
UMHLABUYALINGANA MUNICIPALITY IT CHANGE MANAGEMENT POLICY Originator IT Change Management Policy Approval and Version Control Approval Process: Position or Meeting Number: Date: Recommended by Director
More informationSERVICE EXCELLENCE SUITE
USERS GUIDE Release Management Service Management and ServiceNow SERVICE EXCELLENCE SUITE Table of Contents Introduction... 3 Overview, Objectives, and Current Scope... 4 Overview... 4 Objectives... 4
More informationENTERPRISE CHANGE MANAGEMENT PROCESS
University of California San Francisco ENTERPRISE CHANGE MANAGEMENT PROCESS VERSION 2.00, REV. 6/20/2013 Table of Contents 1 About this Process Document... 6 1.1 Intended Audience... 6 1.2 Assumptions...
More informationMaruleng 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
More informationIntroduction... 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
More informationITIL Roles Descriptions
ITIL Roles s Role Process Liaison Incident Analyst Operations Assurance Analyst Infrastructure Solution Architect Problem Manager Problem Owner Change Manager Change Owner CAB Member Release Analyst Test
More informationWhite 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,
More informationApplication Development and Support
Service Description The Application Development & Support (AD&S) service provides high-end design and the latest Web technologies to North Carolina government at the lowest possible rates. The service
More informationITS Change Management Guidelines
ITS Change Management Guidelines Revision 3.0 Original drafted March 5, 2002 Revision 3.1 Version Update November 28, 2011 Revision 3.2 Version Updated February 24, 2012 Revision 3.3 Current Version Updated
More informationThe ITIL v.3 Foundation Examination
The ITIL v.3 Foundation Examination Sample Paper A, version 3.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. There are no trick questions. 3. All answers are to be marked on
More informationAUGUSTA, GA INFORMATION TECHNOLOGY CHANGE MANAGEMENT POLICY & PROCEDURES
AUGUSTA, GA INFORMATION TECHNOLOGY CHANGE MANAGEMENT POLICY & PROCEDURES September 28, 2012 LEAVE THIS PAGE BLANK Contents... 3 Augusta IT Change Management... 5 Objective of Change Management... 5 Augusta
More informationCONFIGURATION MANAGEMENT PLAN
CONFIGURATION MANAGEMENT PLAN Integrated Procurement System U.S. Election Commission i CONFIGURATION MANAGEMENT PLAN TABLE OF CONTENTS Page # 1.0 CONFIGURATION CONTROL...3 1.1 Change Control Board (CCB)...3
More informationProcess Guide. Release Management. Service Improvement Program (SIP)
Process Guide Release Service Improvement Program (SIP) i Table of Contents Process Guide Release Document Information... 3 Approval... 4 Section 1: Process Vision... 6 Overview... 6 Process Mission and
More informationExam : EX0-100. Title : ITIL Foundation Certificate in IT Service Management. Ver : 08.01.06
Exam : EX0-100 Title : ITIL Foundation Certificate in IT Service Management Ver : 08.01.06 QUESTION 1 The successful diagnosis of a problem results in a Known Error. On the basis of this Known Error a
More informationITIL Example emergency change management procedure
ITIL Example emergency change management procedure An example emergency change process diagram Emergency RFC Actually logging of the emergency request for change can all be done retrospectively Emergency
More informationSubject: 1268-1 Information Technology Configuration Management Manual
Form 1221-2 (June 1969) UNITED STATES DEPARTMENT OF THE INTERIOR BUREAU OF LAND MANAGEMENT Release 1-1741 Date MANUAL TRANSMITTAL SHEET 06/19/2012 Subject: 1268-1 Information Technology Configuration Management
More informationITS Change Management Process
ITS Change Management Process The overall goal of Change Management within the ITS Division is to align changes to the business and academic environment thus minimizing impact and reducing the risk of
More informationContinuity Planning and Disaster Recovery
Responsible Officer: AVP - Information Technology Services & UC Chief Information Officer Responsible Office: IT - Information Technology Services Issuance Date: 7/27/2007 Effective Date: 7/27/2007 Scope:
More informationAn ITIL Perspective for Storage Resource Management
An ITIL Perspective for Storage Resource Management BJ Klingenberg, IBM Greg Van Hise, IBM Abstract Providing an ITIL perspective to storage resource management supports the consistent integration of storage
More informationHow 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
More informationBest Practices in Change Management WHITE PAPER
Best Practices in Change Management WHITE PAPER Table of Contents Change Management and Release Management 3 Change Management and Configuration Management 3 The Change Management Process 4 Assessing and
More informationWhich 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
More informationProcess Description Change Management
Process Description Change Management Version 4.1 April, 2013 Document Change Control Version # Date of Issue Author(s) Brief Description 1.0 3/8/13 J.Worthington Initial Draft 2.0 3/25/13 J.Worthington
More informationImproving IT Service Support through ITIL
tm The Shortcut Guide To Improving IT Service Support through ITIL sponsored by Rebecca Herold Chapter 2: Effective Change Through ITIL...18 The Change Process...18 Change Benefits...19 Inputs, Outputs,
More informationCUNY Graduate Center Information Technology. IT Change Management Process Last Updated: April 8, 2016
CUNY Graduate Center Information Technology IT Change Management Process Last Updated: April 8, 2016 CHANGE MANAGEMENT Change Management (CM) is the process of communicating, coordinating, scheduling,
More informationSoftware 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
More informationChange Management: A CA Service Management Process Map. Peter Doherty
TECHNOLOGY brief: CHANGE Change : A CA Process Map Peter Doherty SENIOR PRINCIPAL CONSULTANT Table of Contents Executive Summary 1 section 1: Challenge 2 Simplifying ITIL How to Use the CA Process Maps
More informationCOMMONWEALTH OF PENNSYLVANIA DEPARTMENT S OF HUMAN SERVICES, INSURANCE AND AGING
COMMONWEALTH OF PENNSYLVANIA DEPARTMENT S OF HUMAN SERVICES, INSURANCE AND AGING INFORMATION TECHNOLOGY PROCEDURE Name Of Procedure: Number: System Implementation Review Board (SIRB) Process PRO-IOS009
More informationInfrastructure Change Management. The process and procedures for all changes to the live environment
Infrastructure Change Management The process and procedures for all changes to the live environment Version 4.1 October 2012 1.0 Introduction... 3 2.0 The Change Process... 4 2.1 Why raise a change?...
More informationChange Management Procedures Re: The Peoplesoft Application at Mona
Change Management Procedures Re: The Peoplesoft Application at Mona (The original Peoplesoft document was modified to relate more closely to UWI Mona) See also.. MITS Project Management Methodology & MITS
More informationUniversity 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
More informationWhich ITIL process or function deals with issues and questions about the use of services, raised by end users?
1 of 40 Which ITIL process or function deals with issues and questions about the use of services, raised by end users? A. Availability Management B. Service Level Management C. Problem Management D. Service
More informationThe 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
More informationSample Career Ladder/Lattice for Information Technology
Click on a job title to see examples of descriptive information about the job. Click on a link between job titles to see the critical development experiences needed to move to that job on the pathway.
More informationChange Management Process
Change Management Process Version 1.0 1 Table of Contents 1 About This Document... 3 1.1 Document Objective... 3 1.2 Process Objectives... 3 2 Change Request Lifecycle Stages... 4 3 Change Request (CR)
More informationITIL v3. Service Management
ITIL v3 1 as a Practice ITIL = IT Infrastructure Library Set of books giving guidance on the provision of quality IT services Common language Best practices in delivery of IT services Not standards! Platform
More informationTelecommunications Systems Manager I (Supervisor) Essential Task Rating Results
Telecommunications Systems Manager I (Supervisor) Essential Task Rating Results 1 2 3 4 5 6 7 8 9 10 11 12 13 Supervise activities and direct personnel in the implementation of various departmental programs
More informationChris Day, Acting Director of IT Services C Day. Configuration Manager Change Manager Change Assessors Change Implementers
Standard Operating Procedures (SOP) for: Configuration Management and Change Control SOP Number: DG25 Version Number: 1 Effective Date: 14/07/2014 Review Date: 14/07/2015 Author: Reviewer: Authorisation:
More informationPolicies of the University of North Texas Health Science Center
Policies of the University of North Texas Health Science Center 14.650 UNT Health IT Change Policy Chapter 14 UNT Health Policy Statement. It is the standard operating policy of UNT Health, UNTHSC Academic
More informationRoles within ITIL V3. Contents
Roles within ITIL V3 Roles are employed in order to define responsibilities. In particular, they are used to assign Process Owners to the various ITIL V3 processes, and to illustrate responsibilities for
More informationHP Software-as-a-Service
HP SaaS POC Process for Performance Center HP Software-as-a-Service Table of Contents 1. GENERAL...2 1.1. HOW TO REQUEST FOR A POC INSTANCE...2 1.2. HOW TO CONNECT TO YOUR POC INSTANCE...2 1.3. POC TERMS...2
More informationWhite Paper. Regulatory Compliance and Database Management
White Paper Regulatory Compliance and Database Management March 2006 Introduction Top of mind in business executives today is how to meet new regulatory compliance and corporate governance. New laws are
More informationChange Management Living with Change
Change Management Living with Change Introduction Neil Thomas Industry experience in IT & IT support ITIL Vendor Product Management ITIL Consulting Specialised in Service Catalog & CMDB Introduction Fully
More informationProcess 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
More informationICS Operations & Policies Manual. For State Agencies Providing and Using Consolidated Services
2010 ICS Operations & Policies Manual For State Agencies Providing and Using Consolidated Services This manual is intended to be an Idaho state operations process framework based on the Information Technology
More informationIdentifying & Implementing Quick Wins
Identifying & Implementing Quick Wins 1 Executive Summary........3 2 Introduction....... 5 3 Key Steps to Quick Wins....... 7 4 Sample Quick Wins...8 4.1 People Quick Wins... 8 4.2 Process Quick Wins......9
More informationITIL by Test-king. Exam code: ITIL-F. Exam name: ITIL Foundation. Version 15.0
ITIL by Test-king Number: ITIL-F Passing Score: 800 Time Limit: 120 min File Version: 15.0 Sections 1. Service Management as a practice 2. The Service Lifecycle 3. Generic concepts and definitions 4. Key
More informationREQUEST FOR PROPOSAL INFORMATION TECHNOLOGY SUPPORT SERVICES
CITY OF RICHLAND HILLS, TEXAS REQUEST FOR PROPOSAL INFORMATION TECHNOLOGY SUPPORT SERVICES Proposals will be received by the City of Richland Hills for Information Technology Support Services. Interested
More informationITIL Essentials Study Guide
ITIL Essentials Study Guide Introduction Service Support Functions: Service Desk Incident Management Problem Management Change Management Configuration Management Release Management Service Delivery Functions:
More informationChange Management Process. June 1, 2011 Version 2.7
Change Management Process June 1, 2011 Version 2.7 Contents Document Control... 3 Overview... 4 Definition of a Change... 5 Description... 5 Objectives... 5 Key Terms & Definitions... 6 Change Management
More informationCHANGE 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
More informationEXIN.Passguide.EX0-001.v2014-10-25.by.SAM.424q. Exam Code: EX0-001. Exam Name: ITIL Foundation (syllabus 2011) Exam
EXIN.Passguide.EX0-001.v2014-10-25.by.SAM.424q Number: EX0-001 Passing Score: 800 Time Limit: 120 min File Version: 24.5 http://www.gratisexam.com/ Exam Code: EX0-001 Exam Name: ITIL Foundation (syllabus
More informationCentral Agency for Information Technology
Central Agency for Information Technology Kuwait National IT Governance Framework IT Service Management How many times we felt that Business is looking to IT as Operations center not strategy enabler 1
More informationIT Operational Process Practice: Change Management Service Management Strategies Dan Vogel
August 2002 File: SMS 8 IT Operational Process Practice: Management Service Management Strategies Dan Vogel FOCAL POINT management is considered one of the IT organization s most critical processes to
More informationINFORMATION AND EDUCATIONAL TECHNOLOGY
INFORMATION AND EDUCATIONAL TECHNOLOGY Change Management ServiceNow Implementation This document describes the Change Management ServiceNow technical implementation. This document may be used by: ServiceNow
More informationChange Management Best Practices
General Change Management Best Practices Practice Area Best Practice Criteria Organization Change management policy, procedures, and standards are integrated with and communicated to IT and business management
More informationNovo Service Desk Software
Product Data Sheet The Novo Service Desk has helped streamline processes, reduce costs, provide better metrics, and run a more efficient help desk Lender Processing Services Novo Service Desk Software
More informationDigital Advisory Services Professional Service Description Network Assessment
Digital Advisory Services Professional Service Description Network Assessment 1. Description of Services. 1.1. Network Assessment. Verizon will perform Network Assessment services for the Customer Network,
More informationService Level Policy. San Diego Geographic Information Source. City and County of San Diego. by and between. and. Version 1.1 Revised January 12, 2011
Service Level Policy by and between San Diego Geographic Information Source and City and County of San Diego Version 1.1 Revised January 12, 2011 TABLE OF CONTENTS REVISION HISTORY... 3 INTRODUCTION...
More informationBridging Development and Operations: The Secret of Streamlining Release Management
Bridging Development and Operations: The Secret of Streamlining Release Management Mark Levy, Product Manager Serena Software SERENA SOFTWARE INC. Release Management Goal Deploy application changes into
More informationChange Management: Best Practices
Change Management: Best Practices Contents 1 Executive Summary 1.1 Introduction 1.2 Business Needs 1.3 Target Market 1.4 Description and Requirements 2 Leading Practice 2.1 Roles and Responsibilities 2.1.1
More informationBENCHMARK EVALUATION. Highways and Public Works Information and Communications Technology
Identification Section BENCHMARK EVALUATION Position Title: Supervisor s Title: Department: Branch/Unit: Network Solutions Specialist Network Solutions Architect Highways and Public Works Information and
More informationSERV SER ICE OPERA OPERA ION
SERVICE OPERATION Service Operation Achieving i effectiveness and efficiency i in the delivery and support of services so as to ensure value for the customer and the service provider SOURCE: ITIL Service
More informationREVIEWED 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
More informationRequirements Analysis/Gathering. System Requirements Specification. Software/System Design. Design Specification. Coding. Source Code.
Change Control and Configuration Management IVT 11 th Annual conference April 2010 DISCLAIMER Amgen is not responsible for the written or verbal bl content t of fthi this presentation tti Gisele Fahmi,
More informationCHG-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
More informationHP Change Configuration and Release Management (CCRM) Solution
HP Change Configuration and Release Management (CCRM) Solution HP Service Manager, HP Release Control, and HP Universal CMDB For the Windows Operating System Software Version: 9.30 Concept Guide Document
More informationPlatform as a Service (PaaS) Policies and Procedures
Platform as a Service (PaaS) Policies and Procedures PaaS Policies and Procedures Purpose of this document is to define what a Platform as a Service (PaaS) customer will need to do in order to use the
More informationSTSG Methodologies and Support Structure
STSG Methodologies and Support Structure STSG Application Life Cycle Management STSG utilizes comprehensive lifecycle tools that are fully integrated and provide capabilities for most of the roles in its
More informationITIL v3 Process Cheat Sheets
CEB Infrastructure Leadership Council ITIL v3 Process Cheat Sheets 2014 CEB. All rights reserved. IEC8051414SYN 1 ITIL v3 Process Cheat Sheets The ITIL v3 process cheat sheets include a definition, description
More informationCMS Policy for Configuration Management
Chief Information Officer Centers for Medicare & Medicaid Services CMS Policy for Configuration April 2012 Document Number: CMS-CIO-POL-MGT01-01 TABLE OF CONTENTS 1. PURPOSE...1 2. BACKGROUND...1 3. CONFIGURATION
More information