Change Management Implementation
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1 Change Management Implementation George Neiport October 13, 2011 Pittsburgh Local Interest Group LIG Name goes here
2 History, Performance & Lessons Learned
3 Agenda K&L Gates LLP review Change Management at K&L Gates History Performance Lessons Learned Questions 3 Pittsburgh Local Interest Group
4 About K&L Gates 1946 Kirkpatrick, Pomeroy, Lockhart & Johnson 1/1/2007 Kirkpatrick Lockhart, Nicholson, Graham combined with Preston Gates & to form L&L Gates LLP Nearly 2,000 lawyers; 38 offices; 3 continents Private Equity Analyst regularly ranks K&L Gates as one of the most active law firms world wide for both private equity/venture capital transactions and fund formation 4 Pittsburgh Local Interest Group
5 About K&L Gates (continued) CIO magazine awarded K&L Gates its annual CIO Award in 2011, 2007, 2004, 2003 and 2002 in recognition of our technological innovations K&L Gates ranked No. 2 in IP Today s 2011 list of the busiest trademark practices in the United States The BTI Consulting Group recognized K&L Gates as a leader in client service on both the 2010 BTI Client Service 30 and 2011 BTI Client Service A-Team surveys Most First-Tier rankings of any law firm 2010 U.S. News & World Report Best Lawyers survey 5 Pittsburgh Local Interest Group
6 About K&L Gates (continued) Ranked No. 1 in the AmLaw Recession Performance Index October 2010 K&L Gates was ranked as among the nation s five most influential law firms in lobbying and government policy work in both 2009 and 2010 by the National Journal and Legal Times 2009 and 2010 ranking 6 Pittsburgh Local Interest Group
7 Local Lawyers - Global Connections We provide seamless client service throughout our platform, collaborating across offices and regions We offer clients local market knowledge and access to national and international capabilities Our largest clients typically use lawyers in 10 or more of our offices Pittsburgh Local Interest Group
8 Who We Serve We represent a broad array of leading global corporations in every major industry, capital market participants, and ambitious middle-market and emerging growth companies We also serve public sector entities, educational institutions, philanthropic organizations, and individuals Pittsburgh Local Interest Group
9 Pittsburgh Local Interest Group
10 Representative Clients Alcoa Inc. Allegheny Technologies Incorporated Archer Daniels Midland Company Bank of America Corporation Baxter International Inc. Brightstar Corp. CBS Corporation Crane Co. Duke Energy Corporation E. I. du Pont de Nemours and Company Eaton Vance Corp. Education Management Corporation Flow International Corporation FUJIFILM America, Inc. The Goldman Sachs Group, Inc. Halliburton Company Henderson Global Investors Honeywell International Inc. John Hancock Financial Services, Inc. Laing O'Rourke Plc Man Investments, Inc. Merrill Lynch & Co., Inc. Microsoft Corporation Philips Electronics North America Corporation PPG Industries, Inc. PPL Corporation Sprint Nextel Corporation Starbucks Corporation T-Mobile USA, Inc. UBS Financial Services Inc. United Technologies Corporation Viacom Inc. Wm. Wrigley Jr. Company World Wrestling Entertainment, Inc. Pittsburgh Local Interest Group
11 Behind every great law firm is sophisticated information technology. 11
12 Technology Census 5,400 Computers 4,100 desktops 1,300 laptops 5,019 Accounts 37 Phone Systems 2 Asterix 8 Avaya 7 Cisco 2 NEC 6 Nortel 2 shared systems 10 Siemens 6 Data Centers 2 Asia 2 Europe 2 United States 960 Server Computers 714 physical 246 virtual 112 PMO-managed Projects 43 in-progress 7 in-analysis 11 on hold 32 approved 18 candidates 312 Network Devices 61 routers 235 switches 16 firewalls 88 Videoconference Units 2,662 Mobile Devices Blackberry iphone / ipad Windows Mobile 1,000 Videoconferences / Year 10,000 Help Desk Calls / Month 1,087 Terabytes Storage (1.1 petabyte) 400 Software Applications 4,800 Internal Groups Pittsburgh Local Interest Group
13 Information Systems Mandate Provide effective & efficient services to K&L Gates clients, lawyers, and staff Support the practice & business of law Leverage the firm s investments in information technology Raise the profile of K&L Gates technology capabilities internally and externally 13 Pittsburgh Local Interest Group
14 Year # Office Locations Pittsburgh Boston, Harrisburg, Miami, New York, Washington, DC Dallas, Los Angeles, Newark, San Francisco London, Palo Alto Anchorage, Berlin, Beijing, Hong Kong, Orange County, Portland, Seattle, Spokane, Taipei Austin, Charlotte, Fort Worth, Paris, Raleigh, Research Triangle Park, Shanghai Chicago, Dubai, Frankfurt, San Diego, Singapore Tokyo, Moscow, Warsaw Brussels, Doha 14 Pittsburgh Local Interest Group
15 A Sea of Change Pittsburgh Local Interest Group
16 History Data Center Consolidation Project Decentralized transition to Centralized Support responsibility changes Recommendations Change Management Objectives Pittsburgh Local Interest Group
17 Change Management Objectives Design and implement formal change management processes and procedures using ITIL Maintain an integrated change process that deals effectively with minor updates to extensive system upgrades and new system implementations Ensure that established change management discipline and process are followed for all system updates and changes Pittsburgh Local Interest Group
18 Change Management Objectives (continued) Enforce a consistent approach to change across all groups Design, implement and conduct communication processes related to change management Work closely with all IS areas to ensure that change management standards are incorporated into all facets of systems processes and procedures Develop and implement relevant management reports 18 Pittsburgh Local Interest Group
19 Purpose of Change Management Change Management ensures that changes are recorded, evaluated, authorized, prioritized, planned, tested, implemented, documented and reviewed in a controlled manner The goal of change management is the process of controlling changes to any asset or service causing minimal disruption Pittsburgh Local Interest Group
20 Management Overview Review Objectives Why are we doing this What we do today Considerations (who, what, when, where, how) Continual Process Improvement ITSM & ITIL Next steps 20 Pittsburgh Local Interest Group
21 Next Steps Where do I begin? Where do we want to be? How do we get there? How do we know when we re arrived? We need a roadmap (Visible Ops Handbook) Culture change Maturity Assessment Pittsburgh Local Interest Group
22 Next Steps (continued) Data gathering Identify gaps and impacts Assistance required from qualified consultants & practitioners Define metrics for quality, performance and compliance Create policy, procedures, work instructions and workflows Get buy in Educate the IS staff 22 Pittsburgh Local Interest Group
23 Requirements Change Management Requirements Satisfy objectives (ITIL) Pink Certified OOTB solution Reasonably priced Include other Service Management Processes Enterprise Class Scalability Easy to maintain Integrate with HEAT 23 Pittsburgh Local Interest Group
24 Investigation Front Range (HEAT) w/itsm change module Excalibur Gartner Forsythe Local Contacts ILTA (International Legal Technology Association) Pink toolset certification Visible Ops Handbook Metrics CSFs KPIs- Process Improvements 24 Pittsburgh Local Interest Group
25 Demo s & Discussions Vorys HEAT, Axios/Assyst ReedSmith in house Orrick-ServiceNow Highmark HP Consol HEAT for problem & change used for SOX audits ACS, Duquesne Light Peregrine Service Center 25 Pittsburgh Local Interest Group
26 Silver Bullets Are there any? ITSM Consultants ITIL Foundation training Internal Training Visible Ops Handbook 26 Pittsburgh Local Interest Group
27 Recommendation Due Diligence Requirements verified Project Implementation SOW Reference Checks Design Consultation Pittsburgh Local Interest Group
28 ITIL Processes in Cherwell Incident Problem Change Configuration Release & Deployment SLA/SLM Service Catalog Service Portfolio Request Fulfillment Event Management Knowledge Self Service Asset Discovery Pittsburgh Local Interest Group
29 Decision How will the recommendation enhance change management and how will the software assist? Compare K&L Gates requirements with the OOTB implementation Describe the plan for implementation. What is the actual timeframe for implementation? Pittsburgh Local Interest Group
30 Installation Planning/Discovery Phase 3 5 days Overview, guidelines Gap Analysis & change id Configuration Phase 3 4 days Tailor to fit needs Knowledge transfer Installation/Setup 1 2 days Training 1 day Pittsburgh Local Interest Group
31 Policy Purpose Policy Weekly Change Cycle Change Advisory Board (CAB) Change Management Team (CMT) Workflows Weekly Meetings Monthly Metrics Monthly CAB Reviews Pittsburgh Local Interest Group
32 Policy Clearly defines that all changes must be requested and recorded All required information must be documented Change Requester s Manager is responsible for ensuring compliance and sponsoring a change All changes must be planned, reviewed, accepted, approved Emergency changes necessary within the next 24 hours to correct or avert a problem--requires incident number Pittsburgh Local Interest Group
33 What is a change? The addition, modification or removal of any infrastructure configuration item, business application or any aspect of services When do I need to enter a change request? Pittsburgh Local Interest Group
34 Pittsburgh Local Interest Group
35 Who, What, When, Where, Why, How Communication/Notification of a change event What will it impact? Keeps everyone informed of what changes are planned and when they are implemented Leaves little room for surprises Pittsburgh Local Interest Group
36 Out of Scope ---- Routine operational tasks Considered to be administrative activity User account additions/deletions Password resets Adding, deleting or revising security groups Changing file permissions Pittsburgh Local Interest Group
37 Change Scheduling Cycle Friday 12:01AM through Thursday 12:00AM Deadline for Requests For Change (RFC) is every Tuesday by your COB or 11:59PM Monthly Maintenance 3 rd Sat/Sun 10PM 4AM Do not disrupt production Can be implemented during normal business hours if approved by management & application owners Pittsburgh Local Interest Group
38 Change Approval, Scheduling, PIR Submit the RFC as soon as you are aware Forward Scheduling Calendar-Upcoming Changes All changes must be approved to be scheduled Thursday CMT meeting reviews Final schedule is published every Thursday Post Implementation Review Pittsburgh Local Interest Group
39 Pittsburgh Local Interest Group
40 Pittsburgh Local Interest Group
41 Training Cherwell Basic Navigation Training, Learner s Guide ITIL Lite Change Management Team Workflow Training Repeat Basic Training as Required Pittsburgh Local Interest Group
42 Implementation 42 Pittsburgh Local Interest Group
43 Lessons Learned If you don t plan and communicate you ll face backlash, resistance and outright challenge You need people s support and you need to support them throughout the change process A test team is important Pittsburgh Local Interest Group
44 Support Pro-active executive sponsorship Buy-in by middle managers Team encouragement & help Communication Training 44 Pittsburgh Local Interest Group
45 Timeline July, 2009 Change Management Announced September, Review SOWs October, 2009 Review Proposals, Short List November, 2009 Recommendation December, 2009 Prep for Installation in January 2010 Training in May, 2010 Implemented June 1, Pittsburgh Local Interest Group
46 Questions 46 Pittsburgh Local Interest Group
47 Pittsburgh Local Interest Group
48 Change Management Survey Results Pittsburgh LIG Oct 2011 Pittsburgh Local Interest Group
49 Pittsburgh Local Interest Group
50 Pittsburgh Local Interest Group
51 Pittsburgh Local Interest Group
52 Pittsburgh Local Interest Group
53 Pittsburgh Local Interest Group
54 Pittsburgh Local Interest Group
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