Business Line Change Management Fontys ITIL course Hans

Business Line Change Management Fontys ITIL course Hans Bezemer Fortis Bank Nederland N. V. 1/30/2022

Cube Management Model Overview • Level 0: Configuration/Change Management • Level 1: Business/Problem Management • • Development Testing Acceptance Exploitation • Level 2: All other activities Business Line Footnote 2

The third axis (Infrastructure axis) "Can be inhabited as needed, depending on the problem you want to solve. " Business Line 3

OTAP (Change Management, Level 0) • OTAP is a development model, created by Fortis Bank in the early 1980 ies. • It stands for Ontwikkeling (Development), Testing, Acceptance and Productie (Exploitation) Business Line 4

OTAP philosophy Perl 6. 0 My. SQL Perl 6. 0 5. 0 4. 0 KDE 3. 3 QT 4. 0 QT 3. 0 X. org 7. 0 X. org 6. 0 Linux 2. 7 Linux 2. 6 Is this a good idea for a test server? No, on a test server only one item is on test on all times Business Line 5

Single stage OTAP (OTAP Street) Application Webserver Database Network drivers OS OS Business Line 6

Emergency fix Application Webserver Database Network drivers OS OS Business Line 7

OTAP staging Developers Users System Mgt Business Line 8

OTAP multistaging (1) Application Webserver Application Webserver Database Network Database Networkdrivers Database Network drivers OS OS OS Business Line 9

OTAP multistaging (2) Application Webserver Database Network drivers OS OS Business Line 10

Change Management Business Line 11

Change Management Business Line 12

Change Manager • A Change Manager is surrounded by other specialists, like Config Manager, Problem Manager, Capacity Manager, Business Manager etc. • Goal is to prevent incidents and loss of availability of the system (especially during working hours). • A change has to be requested by an RFC (Request for Change). • When it has been established that a change can be safely excuted, the request is granted. • Quality Control is a keyword here! Business Line 13

Basic organization Change Manager Chg Mgr sector Cc Cc Business Line 14

Basic Processflow Cc Cc Cc Chg Desk Employee Business Line 15

How to choose a Change Coordinator • Must be an expert in his line of work; • Must have a strong foothold in the business whose RFC's he examines and approves; • Most often, it is not a full days work (a role, not a function); • Must not be able to approve his own or his 'buddies' RFC's. Business Line 16

RFC • An RFC has to be issued for every single change that can possibly cause problems (in general it is issued for every change to the central infrastructure). • Part of an RFC is an Implementation Scheme. • An RFC is evaluated by both technical and process experts. • A change may not be executed unless permission has been explicitly granted! Business Line 17

Implementation scheme • Lists all commands or actions in detail that are executed during a change. • Who executes them and how long they will take (estimated). • Which materials or resources are needed. • Includes a "rollback plan" (rolling back to a previous working situation in case a change cannot be finished successfully in time). • The "point of no return" is the moment after a successful rollback is no longer possible (no time left). Business Line 18

Workflow of an RFC (extreme) Business Line 19

Notification of Change • Only for those changes which have little impact (personal computing equipment). • A change is only administered, it doesn't have to be evaluated nor does it need approval. • Primarily used to inform other processes. Business Line 20

Projects • Require a lot of smaller changes; • Often introduce new products or new equipment; • Remains a project until it is formally transferred to production; • Transfer to Systems Management is done during the "acceptance evaluation". Business Line 21

Acceptance evaluation • Findings of the users during Acceptance; • Catalog of all the products that have to be delivered; • Reports on the project of all Project Managers. Business Line 22

Change Advisory Board • For groups of interconnected projects; • Consists of Process Managers, and optionally clients, developers and other experts; • Chairman is Change Manager; • To avoid conflicts between changes and minimize risk and loss of availability; • Main question: when and where changes should be applied, not if they should be applied; • Not necessarily a permanent body. Business Line 23

Frozen period • In case the risks are too high, the CAB can issue a 'frozen period'; • During this period no changes may be applied at all; • All RFC's that put a request during this period are denied and put on hold. Business Line 24

Business Line 25