Experience Sharing: How COBIT & ITIL fit into Change Management

Transcription

1 Experience Sharing: How COBIT & ITIL fit into Change Management Respecting the effects of Change The Tokyo Stock Exchange was only able to operate for 90 minutes on 11/1/2005, due to bugs with a newly installed transactions system, developed by a Service Provider. All Nippon Airways' slow reaction to a glitch in its computer system that handles bookings and ticketing for domestic flights aggravated the situation May 27 that eventually led to the cancellation of 131 flights affecting 70,000 passengers. If on average, 70% of a companies IT Budget expenditure is spent on operations, then controlling all changes should be at the top of our to-do lists. 2

2 IT / Business Deal Evolution What is IT Governance? ITIL Business Perspective 2

3 What ITIL& ITSM? ITSM ITIL 5 Change Management - COBIT What does COBIT say: Domain AI (Acquisition and Implementation) Section 6: Manage Changes High Level Sections cover The Business Process The Business Requirements (High Level Control Objectives) How control is achieved Control considerations

4 Change Management - ITIL The Change Management process describes standard methods and procedures for implementing Changes with a minimum adverse impact on the IT Services. 7 Some successful tips 8

5 How to Manage Change- Cobit 9 How to Manage Change- Cobit 10

6 How to Manage Change- Cobit 11 How to Operate Change - ITIL 12

7 How to Operate Change - ITIL 13 How to Operate Change - ITIL 14

8 How to Operate Change - ITIL 15 How to Operate Change - ITIL 16

9 Change Model Example Request for Change (RFC) Change Model Model Scope Scope Log Log Seek Seek Estimate Approve Seek Seek CAB CAB Approval Build Build Mega Mega Change Initial Initial Assessment Massive Change What is the scope of the change? Medium Change Mini Mini Change Source: OGC Apply Apply an an appropriate change model model Tiny Tiny Change Miniscule Change Log Log Check Check Signature All All Actions Update CMDB CMDB Close Close Implementation as defined in in the model Build Build Test Test Implement Implement Back-out Back-out These These example models would would be be designed with with tasks tasks specific to to the the level level of of control desired by by the the organization. Models are are predefined by by Change Management and and agreed with with the the organization. The The model model may may be be specific to to type, type, for for example, network or or PC; PC; to to severity of of impact, or or whatever is is specific to to the the organization. Conclusion Change must involve the people - change must not be imposed upon the people Ensure that Change Management is positioned as the sole point of entry for all Change requests. Integrate with Configuration Management and Release Management. Separate the process and its management. Avoid excessive use of the urgent change procedure and track urgent Changes. Be diligent in continued evaluations of the process and past changes. Change Management is getting more complex Basic principles still apply COBIT provides a sound basis for IT Governance and Control of Change Audit of Change Management Processes

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