SERVICE MANAGER 9.2
CHANGE PRESENTATION
JUNE 2011
Agenda
2
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Elements of Change
Process Discussion
Roles/Profiles
Categories
Phases
Standard Changes
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Tasks
Approvals
Views
Notifications
Service Manager 9.2 - Change Presentation
Change Process Flowchart
Change Requestor
follows appropriate
CC Process
Request is
submitted
in SM
NO
Standard
or
Emergency
Operational
Emergency
Emergency
Incident ticket is
related
3
YES
Standard
Assessment
& Planning
Operational
No
approvals
Implemented and
Closing Comments
entered
Email Notification
sent to requestor
Denied status
awaiting requestor
to update or
modify.
Denied
Assessment & Planning
Mgr. Approval and review.
Approval given or denied
Auto-Task
Customer
Notification
Assessment and
Planning
Mgr. review and
approval
Approved
Denied
Change Approval
Change Mgr approves or
denies change request
Change Approval
Director and Change Mgr
review for approval or
denial
Approved
Mgr reviews
for type,
change type if
needed.
Change Implementation
Implementer updates with
closing comments and verifies
success with customer. All
Tasks closed.
Successful
Change Evaluation and
Closure
Change is
closed by Change Manager
Change Evaluation and Closure
Change is reviewed by Change
Mgr and closed.
Service Manager 9.2 - Change Presentation
Auto-Task
Verify success
of request
Non
Successful
&High Impact
Possible Post
Implementation Review
(PIR) including all
involved parties and
CAB
Elements of Change
4
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Changes – The record submitted when requesting a
change
Phases – The administrative steps within the actual
Change Request
Categories – The classification of changes
Approvals – The process by which the change can
then occur
Service Manager 9.2 - Change Presentation
Change Management Process
5
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Most everyone can open a change.
Changes move from one phase to the next based on the tasks
performed.
Managers have approval access based on groups.
There are only 3 types of changes.
Customer signoff notification is required.
Service Manager 9.2 - Change Presentation
Roles/Profiles
6
Role
Description
Change Initiator
Individual creating the change request
Change Coordinator
Individual responsible for coordinating the change activities. Coordinator will
be responsible for validating the quality of the change as well as ensuring the
appropriate approvals, work tasks are performed
Change Manager
Change manager is responsible for enforcing the change management process
and will assist the change coordinator in fulfilling the change management
process
Change Analyst
Individual assigned to execute on a particular element of the change request
such as implementing a change task
Change Approver
Individual or group of individuals responsible for authorizing the change
Most members of the staff with have either Change Coordinator or
Change Approver roles
Service Manager 9.2 - Change Presentation
Categories
7
Category
Description
Facilities
Hardware
Network
Software
Service Manager 9.2 - Change Presentation
Categories
8
Category
Emergency
Operational
Standard
Description
Emergency changes are used under two
situations:
Production down, immediate response required
Business justified: needed within 24 hours
Pre-approved repetitve change done at different
time intervals. This must be successfully
implemented once in production and be approved
by the CAB to become a standard change.
This is any change that does not meet the above
requirements. There must be approvals and a
date in the future AFTER 24 hours. Standard
changes may be eligible to be approved for
Operational changes.
Service Manager 9.2 - Change Presentation
Recommended Change Phases
9
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Phase 1 - Change Assessment & Planning
Phase 2 - Change Approval
Phase 3 - Implementation
Phase 4 - Evaluation and Closure
Service Manager 9.2 - Change Presentation
Phase Details
10
Change Assessment and Planning
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This is the process of entering a change into the system
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Change Control documentation must be attached
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Creates a task for customer signoff
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Automatically transitions the change to the approval phase when customer signoff is complete
Change Approval
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Approvals are completed via the approval queue
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The majority of fields will be “read-only” in this phase and beyond
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Once all approvals are complete, this phase will automatically move to the implementation
phase
Change Implementation
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Only the Change Coordinator and Change Manager can move the change to the next phase
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During the change implementation phase the Coordinator will coordinate with change analysts
to build, test and release the change into production. Any tasks opened in the logging or
review phases would now be allowed to be marked as completed and closed
Evaluation and Closure
Service Manager 9.2 - Change Presentation
Phase Transition Summary
11
To
From
Phase 1
Method
Automatic transition when Customer Signoff task is complete.
Phase 2
Automatic transition on completion of pending approvals.
Phase 2
Phase 3
Phase 3
Phase 4
Automatic completion of Implementait on Verification task
(Closing comments must be completed).
Manual on close of "Evaluation and Closure" phase by the
Change Manager. (Comments required).
Phase 4
Closed
Service Manager 9.2 - Change Presentation
Tasks
12
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Designed to assign and track work associated with the change
record
Completion of tasks may trigger an “auto-close” of a change
phase
Leverages the same assignment groups used by Incident
Management
 Task
closure codes: (Successful, Successful (with
problems), Failed, Rejected, Withdrawn, Cancelled)
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No alerts are associated with task completion
Service Manager 9.2 - Change Presentation
Approvals
13
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Approvers are generally the manager of a group
Approval access is given on the change profile of
the user
Each Director has Emergency approval
Operational changes do not require an approval
Service Manager 9.2 - Change Presentation
Change Views (Operational)
14
Changes
 Changes Assigned to Me
 All Emergency Changes
 Changes Awaiting Closure
 Changes Denied Approval
 Open Changes Assigned to my group(s)
 Open Changes I Submitted
Tasks
 Open Change Tasks assigned to me
 Open Change Taskss assigned to my group(s)
Service Manager 9.2 - Change Presentation
Summary Points
15
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There are 5 Roles within the Change Management process:
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There are 4 Phases or Administrative steps within the actual Change
Request:
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Change Initiator
Change Coordinator
Change Manager
Change Analyst
Change Approver
Phase 1 - Change Assessment & Planning
Phase 2 - Change Approval
Phase 3 - Implementation
Phase 4 - Evaluation and Closure
Most transitions from one Phase to the next are automatic within Service
Manager with the exception of the manual closure of the Change request
after Phase 4…this requires comments from the Change Manager
Service Manager 9.2 - Change Presentation