OPERATIONAL EXCELLENCE CHANGE MANAGEMENT IT Approver Training Change

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OPERATIONAL EXCELLENCE – CHANGE MANAGEMENT IT Approver Training Change Management IT Approver Training http:

OPERATIONAL EXCELLENCE – CHANGE MANAGEMENT IT Approver Training Change Management IT Approver Training http: //www. stanford. edu/services/changemgt 3 March 2006 Presented by John Klemm, Bill Heiser & Bill Bauriedel © 2006 IT Services Stanford University Page 1

OPERATIONAL EXCELLENCE – CHANGE MANAGEMENT IT Approver Training Desired Outcomes for this Training Session

OPERATIONAL EXCELLENCE – CHANGE MANAGEMENT IT Approver Training Desired Outcomes for this Training Session By the end of this training session, you will: • Understand the basic concepts, definitions, and policies related to the new Change Management Process; • Understand the scope and expectations related to the IT Approver role; and • Be prepared to approve (authorize) change requests. © 2006 IT Services Stanford University Page 2

OPERATIONAL EXCELLENCE – CHANGE MANAGEMENT IT Approver Training Change Management Process Introduction to Basic

OPERATIONAL EXCELLENCE – CHANGE MANAGEMENT IT Approver Training Change Management Process Introduction to Basic Concepts • The goal of Change Management is to ensure that standardized methods and techniques are used for efficient and prompt handling of IT changes to minimize the likelihood of disruption, unauthorized alterations, and errors. • The Change Management process focuses on entering previously authorized change/implementation plans as a record into a system; obtaining authorization for those changes; scheduling, implementing, and notifying key groups/staff/clients about those changes; and afterward reviewing changes. © 2006 IT Services Stanford University Page 3

OPERATIONAL EXCELLENCE – CHANGE MANAGEMENT IT Approver Training What’s new or different about the

OPERATIONAL EXCELLENCE – CHANGE MANAGEMENT IT Approver Training What’s new or different about the new CM system? • • • Modern web interface Allows interaction via email (entering change notice, approving, closing) Process has been formalized – Lead-times of 3 -10 days required for some categories of changes – New Change Advisory Board (tied into weekly Operations Review) – Buy-in from CM Steering Group and Executive Directors • • • New application, relatively new vendor (Infra) Complex application designed for a larger “change management process” Still some issues: Missing features, login peculiarities (mostly 1 st time only), odd interface © 2006 IT Services Stanford University Page 4

OPERATIONAL EXCELLENCE – CHANGE MANAGEMENT IT Approver Training Change Management Process Introduction to the

OPERATIONAL EXCELLENCE – CHANGE MANAGEMENT IT Approver Training Change Management Process Introduction to the IT Approver Role © 2006 IT Services Stanford University • The IT Approver is the person or group of people who are responsible for approving Change Requests in the Change Management System • The IT Approver can approve (authorize) Minor, Significant, and Major Change Requests in primary and secondary domains* Page 5

OPERATIONAL EXCELLENCE – CHANGE MANAGEMENT IT Approver Training Change Management Process High-Level Process Flow

OPERATIONAL EXCELLENCE – CHANGE MANAGEMENT IT Approver Training Change Management Process High-Level Process Flow Change Planning Process (includes approval from governance groups and business owners as well as design, development, testing, etc. ) Approval © 2006 IT Services Stanford University (optional) Emergency / Fo. O Implementation and Review Initiate Change Request (CR) See Process Document for detailed process flows and detailed procedures Page 6

OPERATIONAL EXCELLENCE – CHANGE MANAGEMENT IT Approver Training Change Management Process Definitions: Change Management

OPERATIONAL EXCELLENCE – CHANGE MANAGEMENT IT Approver Training Change Management Process Definitions: Change Management Terms Change Request (CR) The request to implement an IT change that includes impact information, scheduling information, and Domain / Secondary Domain information Change Categories determined by the IT Initiator • • • Major Change Significant Change Minor Change (General) Minor Change (“Fixes of Opportunity / FOO”) Standard Pre-Approved Change (SPA) Special Category: Emergency Change Priorities determined by the IT Initiator • • • Emergency (service is down) Urgent (service is at risk) Routine (service is not down; “business as usual” change request) Note that Routine is the standard default priority. In the new Change Management System, Change Request Category/Priority Combinations are called STENCILS © 2006 IT Services Stanford University Page 7

OPERATIONAL EXCELLENCE – CHANGE MANAGEMENT IT Approver Training Change Management Process Policy: Change Request

OPERATIONAL EXCELLENCE – CHANGE MANAGEMENT IT Approver Training Change Management Process Policy: Change Request Approvals and Lead-Times Change Request STENCIL (Priority/Category) Approval Required Recommended Lead-time Emergency Retroactive approval (acknowledgment) required No minimum lead-time is required Routine – Minor Domain / Secondary Domain authorization Three (3) business days (or as required by an existing SLA) Routine – Minor FOO (“Fix of Opportunity”) Retroactive Domain / Secondary Domain authorizations (acknowledgement) required No minimum lead-time is required Routine – Significant CAB Authorization Domain / Secondary Domain authorization Five (5) business days (or as required by an existing SLA) Routine – Major CAB MCR Authorization Domain / Secondary Domain authorization Ten (10) business days (or as required by an existing SLA) Urgent – Minor Retroactive approval (acknowledgment) required No minimum lead-time is required Urgent – Minor FOO Retroactive approval (acknowledgment) required No minimum lead-time is required Urgent – Significant Retroactive approval (acknowledgment) required No minimum lead-time is required Urgent – Major Retroactive approval (acknowledgment) required No minimum lead-time is required Standard Pre-Approved Change (SPA) Pre-approved (SPA change requests have been previously reviewed and approved) No minimum lead-time is required because no review is needed © 2006 IT Services Stanford University Page 8

OPERATIONAL EXCELLENCE – CHANGE MANAGEMENT IT Approver Training Change Management Process Definitions: Change Management

OPERATIONAL EXCELLENCE – CHANGE MANAGEMENT IT Approver Training Change Management Process Definitions: Change Management Roles Change Coordinator • • Reviews and coordinates changes Creates Standard Pre-Approved (SPA) Change Request Stencils Creates compliance reports and performs ITS-driven audit reviews Leads weekly CAB meetings; calls meetings of the CAB MCR Change Advisory Board (CAB) • Meets weekly to review and gives final authorization to the Forward Schedule of Changes (FSC), which is the consolidated calendar of all authorized changes Reviews Standard Pre-Approved (SPA) requests and Significant Change Requests Conduct Post-Implementation Reviews (PIRs) of Significant and Major Changes, or any change that resulted in a service outage • • CAB: Major Change Review Committee (CAB MCR) • Subset of the CAB that meets as needed to review and give final authorization to Major Changes Stakeholder(s) • Person (or persons) interested in changes to specific items; Stanford is using Mailman distribution lists (lists. stanford. edu) to manage notification mailings to stakeholders © 2006 IT Services Stanford University Page 9

OPERATIONAL EXCELLENCE – CHANGE MANAGEMENT IT Approver Training Change Management Process Definitions: Change Management

OPERATIONAL EXCELLENCE – CHANGE MANAGEMENT IT Approver Training Change Management Process Definitions: Change Management Roles Continued from previous page Domain / Secondary Domain Authorizers (Approvers) • Authorize (approve) Minor, Significant, and Major Changes in particular domains EQUIVALENT TERM IN THE CM SYSTEM: Approver IT Change Initiator • The person (or group of people) responsible for approving Change Requests. Uses the Change Management System to initiate a Change Request EQUIVALENT TERM IN THE CM SYSTEM: Officer or Request Manager Customer © 2006 IT Services Stanford University • The person who submits and owns a Change Request. [an Infra term] Business User for whom the Change Request is being submitted Page 10

OPERATIONAL EXCELLENCE – CHANGE MANAGEMENT IT Approver Training Scope of the Change Management Process

OPERATIONAL EXCELLENCE – CHANGE MANAGEMENT IT Approver Training Scope of the Change Management Process All production services, as well as all services with agreements that specifically state service levels and environment up -time (e. g. , SLAs), are subject to the Change Management process and policies. See the CM Process Document for a full list of the types of changes covered, including an expanded version of this diagram. © 2006 IT Services Stanford University Page 11

OPERATIONAL EXCELLENCE – CHANGE MANAGEMENT IT Approver Training Additional Detail: Configuration Changes Covered by

OPERATIONAL EXCELLENCE – CHANGE MANAGEMENT IT Approver Training Additional Detail: Configuration Changes Covered by the CM Process Any configuration change that can impact an existing SLA and/or is identified by a workgroup as having a significant negative impact on a service and affecting multiple users should be managed through the Change Management process. A list of typical changes normally handled by each workgroup, sorted by whether each change does or does not require a change notice, appears as an Appendix to the Change Management Process Document. © 2006 IT Services Stanford University Page 12

OPERATIONAL EXCELLENCE – CHANGE MANAGEMENT IT Approver Training Demo: Approving a Change Request (Email)

OPERATIONAL EXCELLENCE – CHANGE MANAGEMENT IT Approver Training Demo: Approving a Change Request (Email) © 2006 IT Services Stanford University Page 13

OPERATIONAL EXCELLENCE – CHANGE MANAGEMENT IT Approver Training Demo: Approving a Change Request (Web)

OPERATIONAL EXCELLENCE – CHANGE MANAGEMENT IT Approver Training Demo: Approving a Change Request (Web) Production Environment URL: http: //cmr. stanford. edu CM website (links to above): http: //www. stanford. edu/services/changemgt Refer to Quick. Guide for IT Approvers © 2006 IT Services Stanford University Page 14

OPERATIONAL EXCELLENCE – CHANGE MANAGEMENT IT Approver Training Demo: Checking Status of a Change

OPERATIONAL EXCELLENCE – CHANGE MANAGEMENT IT Approver Training Demo: Checking Status of a Change Request (Web) © 2006 IT Services Stanford University Page 15

OPERATIONAL EXCELLENCE – CHANGE MANAGEMENT IT Approver Training Demo Result: Request Details Screen (Web)

OPERATIONAL EXCELLENCE – CHANGE MANAGEMENT IT Approver Training Demo Result: Request Details Screen (Web) © 2006 IT Services Stanford University Page 16

OPERATIONAL EXCELLENCE – CHANGE MANAGEMENT IT Approver Training Should I approve a Change Request

OPERATIONAL EXCELLENCE – CHANGE MANAGEMENT IT Approver Training Should I approve a Change Request via the Web App or Email? Web Application • Peculiar to use –Yellow arrow/ownership –Password requested but not needed –Tasks vs. Requests nomenclature issues • If multiple approvers in a domain, Tasks list shows current list of unapproved requests • Instant feedback - can check status © 2006 IT Services Stanford University Email • Notes can be included • No positive feedback from system to approvers (also means you won’t know if already approved) • You can CC initiator, other approvers or yourself for your records • No login to web app required • Your sending email address must match your address in Infra database Page 17

OPERATIONAL EXCELLENCE – CHANGE MANAGEMENT IT Approver Training What Happens After You Submit the

OPERATIONAL EXCELLENCE – CHANGE MANAGEMENT IT Approver Training What Happens After You Submit the Change Request? • (Specific details depend on the Stencil for the Change Request) • • Approvers receive email asking them to approve (via email or web app) Initiator receives a confirmation email • If a domain has multiple approvers, each receive the email and can take action. First to take action, however, is decisive (the domain-approval task is thus completed) (another reason to do CCs with email). • Then, if/when all approvers approve, initiator receives email notification that the task of implementing the change and closing the change request record are ready to do If any approver disapproves, initiator receives email notification that the task of closing the change request record is ready to do • • • You cannot change the change request record when approving it. Solution: You as approver can reject it, and initiator can submit a new change request. You can check the status/history of the change by going into the web application, finding the Request, going to the detail page (yellow arrow), and looking at the history section. © 2006 IT Services Stanford University Page 18

OPERATIONAL EXCELLENCE – CHANGE MANAGEMENT IT Approver Training General Usage Tips for the New

OPERATIONAL EXCELLENCE – CHANGE MANAGEMENT IT Approver Training General Usage Tips for the New Change Management System • Change Request = (Initiation Task + Notification Task (automatic) + Approval Task + Implementation Task) IMPORTANT NOTE: tasks = requests / • Clicking for any Task or Approval means that you are actioning that Task or Approval and that you now own it • When entering the date and time for a change request, specify time first, then select the date (if you select the date first, then the box closes having selected the date with the current time); note that date and time must be formatted in 24 -hour/military time • Avoid using the browser BACK button; instead use the application BACK button (using the browser BACK button may cause undesirable results, such as duplicate change requests being submitted) © 2006 IT Services Stanford University Page 19

OPERATIONAL EXCELLENCE – CHANGE MANAGEMENT IT Approver Training General Usage Tips, continued • BOLD

OPERATIONAL EXCELLENCE – CHANGE MANAGEMENT IT Approver Training General Usage Tips, continued • BOLD fields on the “Request Entry” and “New Task” web pages are required; all other fields are optional; the email template on (Page#) also specifies which fields are required as opposed to optional • Two types of notification emails: a. Users can subscribe to a Mailman list to receive “all” notifications about changes affecting a given domain b. Users can subscribe to another Mailman list to receive “limited” notifications about changes for a given domain (i. e. , user would receive notifications of Significant, Major, and Emergency changes only) • Particularly when submitting email change requests, [square brackets], syntax, and spelling are critical; pulldown choices must be entered exactly as they appear in the web pulldown menu(s) • IMPORTANT NOTE: It is not possible for a user to make changes or corrections (e. g. , of spelling, to add another item) to a change request once it has been submitted; for critical correction, the Change Coordinator may make edits © 2006 IT Services Stanford University Page 20

OPERATIONAL EXCELLENCE – CHANGE MANAGEMENT IT Approver Training Known Issues, as of 12/14/05 There

OPERATIONAL EXCELLENCE – CHANGE MANAGEMENT IT Approver Training Known Issues, as of 12/14/05 There are some outstanding Infra issues that should be noted by all users. These are known issues that are not resolved: # Known Issue Recommended Workaround 1 Multiple concurrent sessions are not allowed: Due to licensing restrictions in the application, a single user can only have a sinle instance of the application in use at any given time. This includes logins via the web interface and via email submissions. This means if you are logged in to the web interface, and submit a request (or approval) via email, your web session will be logged out. None (This is a “feature” inherent to the application; If your session gets logged out, you will need to relogin) 2 Integrated Security is designed to allow automatic login to the application (Single Sign-On). However this requires special settings in the browser. Sign in at the login prompt using your SUNet ID and password; Also see document describing login process © 2006 IT Services Stanford University Page 21

OPERATIONAL EXCELLENCE – CHANGE MANAGEMENT IT Approver Training Some Frequently Asked Questions (FAQ) What

OPERATIONAL EXCELLENCE – CHANGE MANAGEMENT IT Approver Training Some Frequently Asked Questions (FAQ) What happens when there is a scheduling conflict? The Change Coordinator will work with the parties requesting the conflicting date/time to resolve the conflict. Essentially this is a negotiation. How do you delegate approvals during vacations, when someone’s out sick, etc. ? There should be multiple approvers per domain. It is their responsibility to hand off approval responsibility if one is out. How do you pick the right stencil? Use the Process Quick. Guide to guide your decision-making. Other Questions? © 2006 IT Services Stanford University Page 22

OPERATIONAL EXCELLENCE – CHANGE MANAGEMENT IT Approver Training Key Links CM Production Environment: http:

OPERATIONAL EXCELLENCE – CHANGE MANAGEMENT IT Approver Training Key Links CM Production Environment: http: //cmr. stanford. edu CM Website: http: //www. stanford. edu/services/changemgt Email: oe-cm-project@lists. stanford. edu Project Web page: http: //www. stanford. edu/dept/itss/projects/OE/changemanagement. html Process Document: https: //www. stanford. edu/services/changemgt/documents/OECM_Process_Docum ent_v 2. 7. pdf Help. SU (for issues reporting and help): http: //remedy-prod. stanford. edu/cgibin/helpsu 2? pcat=cms (Category=Administrative Applications, Type=Change Management, Item=*General) © 2006 IT Services Stanford University Page 23