Change Management at Yale University Fall 2001 OAUG Change Management Panel

1. Change Management at Yale University Fall 2001 OAUG Change Management Panel Arthur Hunt Admin Systems, Manager of Change Mgmt arthur.hunt@yale.edu

2. What is Change Management? Change Management is the process of managing change. In other words, how does a customer and/or a user submit a change request, how is it prioritized, tracked and implemented? Configuration management is the versioning, labeling and tracking of code and content components during the development life cycle.” James Smith, Executive Vice President of the Customer Group at Starbase Corp, Santa Ana, California as published in Application Development Trends April 2001 Release Management designates and schedules software and hardware release components to migrate to the live environment as a set. At Yale, Software Change Management is used in the broadest sense to include Configuration Management, Release Management and Operations Problem Solving for both the system and the staff. Yale University Administration Systems Change Management Fall 2001 OAUG

3. A little about Yale(All numbers are approximate) • 11,000 employees • 11,000 students • $1+ billion in revenues, awards and gifts • 225+ business offices entering transactions • Central units act as a service bureau • Large volume of decentralized data entry • Utilize most of Oracle’s public sector finance and human resources applications – currently 10.7 SC plus web requisitions • Purchasing, Accounts Payable, Human Resources, Payroll, Grants Accounting, Accounts Receivable, Labor Distribution, Fixed Assets, General Ledger • 150 customizations • Yale developed data warehouse • Very complex mission – teaching, research and medical treatment Very simple business – we pay people and buy things – we just have a ka-zillion ways to charge things Very detailed reporting – sponsors, government grants, lenders Yale University Administration Systems Change Management Fall 2001 OAUG

4. Yale’s Administrative Systemsdevelopment organization • Under the Information Technology Services, Administrative Systems umbrella, Yale has independent development areas for • Finance and Human Resources • Students • Facilities • Health Plan • Development and Alumni • Administrative Systems internal applications Help Desk • Enterprise Web Applications Yale University Administration Systems Change Management Fall 2001 OAUG

5. Current major initiatives • Implementing Brio Portal for reporting and analysis from our data warehouse • Proof of concept on new budgeting tool from OutlookSoft • Changing our chart of accounts segments to align the general ledger chart (source and object code) with the project accounting chart (award and expenditure type) • Implementing R11i – Oracle hosted instance • Implementing FAMIS facilities management system • Developing new self service web applications Yale University Administration Systems Change Management Fall 2001 OAUG

6. Change Management at Yaleis a cooperative coordinated effort Change Management Integrative Systems Systems Integration Yale University Administration Systems Change Management Fall 2001 OAUG

7. Change Management • Migration activity coordination • Evaluate, purchase and implement development, performance and migration management tools • Production, test and development problem resolution • Facilitate the creation and publication of standards for coding, testing and migrating • Special emphasis on sharing methods and techniques • Change Management infrastructure • Templates • Version control systems • Migration projects and labels • Activity tracking from project planning through object migration • Bug tracking • Quality & Performance metrics • Configuration management • Release management Yale University Administration Systems Change Management Fall 2001 OAUG

8. Integrative Systems • Develop standards for functional documentation, test plans and test scenarios • High level project management from the functional perspective • Coordinate test activities • Coordinate application processing scheduling • Establish priorities for development • Coordinate business process change activities • Coordinate application setup changes • Review and approve development and support budgets Yale University Administration Systems Change Management Fall 2001 OAUG

9. Systems Integration • Coordinate application infrastructure and architecture • Align infrastructure changes with development timelines • Infrastructure upgrade/replacement planning • Create application architecture diagrams Yale University Administration Systems Change Management Fall 2001 OAUG

10. Change ManagementLots of interested groups to keep in the loop Users & Testers Application Owners Training & Support Data Center Database Networks Hardware& Operating Systems Yale University Administration Systems Change Management Fall 2001 OAUG

11. Yale’s project phases • Project definition and design • Development and unit testing • Pre-deployment user integration testing • Deployment including user training • Post-deployment special support Yale University Administration Systems Change Management Fall 2001 OAUG

12. Components critical to the quality of the software development and implementation process • Functional/technical design • Your test scenarios should be developed ion this phase • Impact analysis • Development, pre-deployment and controlled production test plans • User testing • Migration control Yale University Administration Systems Change Management Fall 2001 OAUG

13. Yale functional/technicaldesign components • Functional objectives and business requirements • Flow diagrams of the new process (Business process, Data, ERD, UML) • System/network architecture diagram • Technical design solution executive overview • Technical detailed documentation of solution or RFP if purchased solution • Gap analysis (gap between functional objectives and business requirements and technical solution) • Include work arounds or next steps if gaps exist which will create problems in the business process. (note: this step should be performed for both in-house developed and purchased software.) • Impact analysis Yale University Administration Systems Change Management Fall 2001 OAUG

14. Data flow example Yale University Administration Systems Change Management Fall 2001 OAUG

15. Architecture example Yale University Administration Systems Change Management Fall 2001 OAUG

16. Impact analysis Yale University Administration Systems Change Management Fall 2001 OAUG

17. Multiple environments support Yale’s software development and support process Production Patch Test Migration Test Standard Development Unit Test Pre-production Integration Test Special Development Unit Test Special Pre-production Integration Test Training Yale University Administration Systems Change Management Fall 2001 OAUG

18. Types of testing • Development • Pre-release integration • Post-release controlled production • Load • Load balancing Yale University Administration Systems Change Management Fall 2001 OAUG

19. Test plan components • Scenarios based on functional/technical design documents and flow diagrams (business processes) • Test data matrixes to ensure all data permutations and boundary conditions have been considered in test plans • Standard scenario sets for regression testing of up/down stream processes • End-to-end testing to ensure integrity of up/down stream processes Yale University Administration Systems Change Management Fall 2001 OAUG

20. Change ManagementSoftware Quality Assurance Cycle Standards Quality Metrics Training Technical Reviews Yale University Administration Systems Change Management Fall 2001 OAUG

21. Quality assuranceminimum activities • Maintain some level of software development and documentation standards • Use these standards for periodic developer training • Ensure an appropriate level of documentation of functional and technical design and support requirements, and impact analysis for each project • Maintain strict control of the inventory of objects migrated to production instances • All objects must be under version control • Label all objects to be migrated in the version control system with reference to migration project and release • Migration requests must include specific labels and versions • Migrate only versions tested and approved by process owners and others impacted • Use automated build tools wherever possible • Create a consistent development project information infrastructure to ensure a common frame of reference from budgeting to project planning to status reporting to migration to final user acceptance • Provide clear and continual communication • Provide effective tools for DB monitoring, application development, migrations, impact analysis, testing and bug tracking • Create and communicate quality metrics Yale University Administration Systems Change Management Fall 2001 OAUG

22. Some tools used at Yale Yale University Administration Systems Change Management Fall 2001 OAUG