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Creating A Change Advisory Board
- 1. Copyright Jim Love, John Borwick, and Nancy Crouch 2009. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author.
- 2. Creating a Change Advisory Board 2009 EDUCAUSE SE Jim Love, John Borwick, Nancy Crouch Information Systems | June 3, 2009
- 3. Presentation Agenda Introduce ourselves Basics of Change Management Change Advisory Board: First Attempt “ Whoops!”: Second Attempt Questions and Discussion
- 6. Jim Love
- 8. Nancy Crouch
- 9. What Is A “Change”? http://www.flickr.com/photos/missturner/2738639998/ http://www.flickr.com/photos/atbartlett/2432704579/ http://www.flickr.com/photos/dborman2/2259144671/
- 11. GAINING BUY-IN “ I want change control.” -Mike Spano, Interim CIO People
- 12. Our First Change Advisory Board
- 13. First Things First 1. Attendees 2. Agenda 2.1 Change Management BCD 2.2 CAB Meeting Schedule 2.3 Remedy Change Management Module 2.4 Change Management Procedure 2.5 CAB Infrastructure 3. Action Items
- 14. 2.1 BCD aka Project Charter Process http://www.flickr.com/photos/farleyj/2768941171/
- 15. 2.2 CAB Schedule Monday – Thursday People http://www.flickr.com/photos/theogeo/3175146476/
- 16. 2.3 Remedy Change Management Module Technology
- 17. All change requests followed same path. Submit change request when you are ready for implementation. 2.4 Change Management Procedure Process
- 18. 2.5 CAB Infrastructure Minutes template Blackboard Tools we used… BMC’s Remedy Email and Calendar MS Word Blackboard Technology
- 19. Putting It All Together
- 20. Who Attends CAB? Chair: Assistant CIO, Nancy Crouch Team Representatives: Directors Change Manager: Originally us Presenters: People requesting the change. People
- 21. CAB Agenda Structure Microsoft Word Document: Attendees On-call pages Post-Implementation Reviews Emergency and Regular changes Old Business Items Requests for Change (RFCs) Project Gate Reviews Action Items
- 22. Opportunities For Improvement Approvals too slow Lots of emergency changes One size fits all Rubber-stamp approvals
- 23. “ Whoops!”: Our Second Attempt
- 24. In change management v1, changes were approved after they had been built and tested. Change built Change tested Change submitted … wait… CAB approval Change implemented Identify a change
- 25. In change management v2, changes are approved before they have been built and tested. Change built Change tested Change scheduled Change implemented Identify a change Approve change
- 26. In change management v1, all changes were approved by the CAB. Turn on a new service Minor application upgrade Add record for HR CAB
- 27. In change management v2, there are three levels of “approval authority.” Turn on a new service Minor application upgrade Add record for HR CAB ISMB Local Authority
- 28. In change management v1, we spent a lot of time figuring out who should handle a change. Service request submitted Help Desk ticket submitted Internal request submitted Team A? Team B? Team C? Team D? Who knows??
- 29. In change management v2, all changes are sent to “change intake” to be classified. Service request submitted Help Desk ticket submitted Internal request submitted Change intake
- 30. Other improvements included… Identifying on-going change managers Holding additional training Creating notification listserves Reviewing and minimizing data collected
- 31. Walkthrough of a Change Deadline passes Agenda prepared and emailed http://www.flickr.com/photos/aidanmorgan/2331754875 / Deadline CAB Noon Monday Tuesday Noon Wednesday Thursday
- 32. Walkthrough of a Change The CAB will: Approve Reject Escalate to IS Management Board Meeting minutes are sent out. http://www.flickr.com/photos/jeremyfoo/2184953589/
- 33. Walkthrough of a Change Built and tested Scheduled Implemented Verified http://www.flickr.com/photos/stebulus/231058538/ http://www.flickr.com/photos/stebulus/231058538/
- 34. Monthly Reports: Changes by Priority
- 35. Monthly Reports: Changes by Approval Type
- 36. Conclusion We discussed…. Basics of Change Management Change Advisory Board: First Attempt “ Whoops!”: Second Attempt
- 37. University ITSM Web Site http://itsm.is.wfu.edu Templates Blog entries & lessons learned ITIL v3 Foundations training information Fly-ins: contact Kriss Dinkins at [email_address]
- 38. Questions and Discussion Creating a Change Advisory Board
- 39. What did you think? Your input is important to us! Click on “Evaluate This Session” on the Southeast Regional program page.