Management Change Cheat Sheet

QUICK REFERENCE GUIDE The Request for Change Process Why Change Management? The benefits attained from an effective and efficient change management process are both external to the customer and internal to IS&T. These include the following: • Costs are reduced by saving time and money associated with change • The impact and disruption to services caused by unplanned change is reduced • Errors associated with change are resolved or minimized • The ability to adapt to changing conditions is enhanced • External and internal communication is improved • The ease and effectiveness of IS&T support is increased • Staff intervention, investigation, and resolution actions are reduced • Risk exposure is optimized, resulting in better assessment and coordination of changes • The success rate of changes increases • A stable and dependable infrastructure is fostered • Overall customer service is improved • Positive customer relationships are developed and refined • Internal and external support for the process grows as the benefits increase and are realized Abbreviations CAB: Change Advisory Board eCAB: Emergency Change Advisory Board Pir: Post Implementation Review rFC: Request for Change Change Windows and the Change Calendar Change Management Change Assessment involves evaluating the key factors of type, impact, and risk related to the change to determine the level of approval required before the change can be implemented. Change Management is the process of requesting and managing changes in a way that improves communication, decreases downtime, and provides high quality service. When should I make a Request for Change? If a planned change has an impact on the University/Campus or is Significant (based on the scope of the change) then you must create a Request for Change (RFC) in ServiceNow, the service management system. How to make a Request for Change 1. Open a new change request in ServiceNow at 2. Identify the persons requesting and implementing the change 3. Determine the type and scope of the change 4. Identify the affected services and service components Type assessment categorizes changes based on the required workflow and approval procedures. • Normal: A change that follows normal approval flow • Standard Pre-Authorized: Pre-approved based on change model • Urgent: A change that must occur prior to prescribed lead time for approval • Emergency: Immediate incident-related change; may be documented after the fact Scope assessment is based on the impact of the change. • • • • University/Campus: One or both campuses (CRC & BUMC) Significant: A school or two or more departments Department: A single department Minor: Five or fewer clients 5. Provide a short description, business reason for, and summary of the change Risk assessment is based on the following “yes or no” 6. Provide risk assessment by answering associated questions • • • • 7. Schedule the change 8. Attach implementation, back-out, testing, and communication plans 9. “Request Approval” to submit the change 10. Implement the change 11. Complete Post Implementation Review (PIR) questions: Is the change service-impacting? Does the change require more than one support group? Is there a single point of failure (SPOF)? Is this a new or high-risk routine activity? Each “yes” answer increases the risk profile of the change. The risk value assigned to the change is based on the number of “yes” responses: • • • • Four equals Very High Three equals High Two or One equals Moderate Zero equals Low The Lead Time for submitting and the Approval Authority required for Normal Changes are determined by comparing the scope of the change (Campus, Significant, Departmental, and Minor) with the derived risk assessment value (Very High, High, Moderate, or Low). Scope Risk Campus Very High, High Lead Time for Approval: Three CAB meetings Approval: CAB (ECAB for urgent changes) and AVP or CIO Scope Risk Campus Significant Moderate Very High, High Lead Time for Approval: Two CAB meetings Approval: CAB (ECAB for urgent changes) Scope Risk Campus Significant Departmental Minor Low Moderate, Low, All All Lead Time for Approval: Two Days Approval: Change Manager STANDARD changes may be of any scope and must be of low risk; they will be considered pre-approved except during change freeze periods. EMERGENCY changes of any scope or risk will be documented retroactively. The manager in charge of the incident is responsible for approving the change.