Best Practices in Change Management

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6 Νοε 2013 (πριν από 3 χρόνια και 9 μήνες)

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Best Practices in Change Management

A Summary of Industry Guidance



Prepared for:

Telcordia

Contact



Dr. Ed Pinnes

Telcordia

Consulting Services

epinnes@telcordia.com

+1 732
-
699
-
5210

North American SNO

June 14
-
15, 2010

Broomfield, Colorado

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Agenda


ITIL
®

View of Change Management


Change Management Policies and Processes


After The Change




ITIL ® is a Registered Trade Mark, and a Registered Community
Trade Mark of the Office of Government Commerce

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Change Management in the ITIL Service
Management Lifecycle

Service Transition

Processes



Transition Planning and
Support



Change Management



Service Asset and
Configuration Management



Release and Deployment
Management



Service Validation and Testing



Evaluation



Knowledge Management

The ITIL Service Management Lifecycle

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ITIL Guidance on Change Management

“No change is without risk”

“The top five risk indicators of poor Change Management”


Unauthorized changes (above zero is unacceptable)


Unplanned outages


A low change success rate


A high number of emergency changes


Delayed project implementations

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Example Change Management Process

“Figure 4.2 Example process flow for a normal change” (from ITILv3
Service Transition
)

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Policies That Support Change Management

“No change is without risk”



Zero tolerance for unauthorized change



Establishing a single focal point for changes in order to minimize the
probability of conflicting changes and potential disruption to the
production environment



Risk evaluation of all changes that impact service capability



Performance measures for the process, e.g. efficiency and
effectiveness.



Remediation Planning: No change should be approved without
having explicitly addressed the question of what to do if it is not
successful

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After the Change: PIR


Change
successful!

Change
implemented, but
had adverse impact

Change backed
out, no adverse
impact

Change backed
out, but had
adverse impact

Post Implementation Review



Did the change meet its
objectives?



Time, cost, and resources
per plan?



Unexpected side effects?



Was advance estimate of
risk correct?



Contractual impact on
external service provider?



Did remediation plan (if
needed) function correctly?



Lessons learned?



Actions to avoid repeat of
the problem?

Photo courtesy Tech Hero

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DISCUSSION

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Appendix







Background Information…

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About Telcordia


Founded 1984 as spinout from AT&T / Bell Labs


Provider of software, services, and platform
solutions to the global telecom market


Leader in OSS, number portability solutions, and
service delivery platforms


Recipient of more than 1800 patents, delivering
industry leading technologies


Leadership positions in standards bodies and
industry forums


Consulting practice includes extensive
telecommunications expertise in business impact,
network integration, and operations excellence