Change Management Process

1. Change Management Process Information Services Division Office of State Finance

2. Contents Purpose Roles Process Calendar Policy ITIL Training

3. Contents Purpose ITIL Training

4. Purpose • Provide a consistent method to follow (and consistent terms) when changes having significant impact are required to maintain or improve the production environment (routine configuration changes made on a daily basis are not reviewed in the process) • Identify groups & personnel that should be involved in the process and their responsibilities

5. Purpose • Define specific artifacts to be used • Establish general policies regarding how changes are to be implemented and the communication to the users of the impacted services • Full documentation of process may be found in the document Change Management Process.docx

6. Contents Roles ITIL Training

7. Roles • Change Request Review Board Coordinator • Oversight of Change Management process • Coordinate between functional groups and ensure processes are followed • Service Provider Group • Team implementing change • Responsible for testing change before implementation

8. Roles • Change Request Review Board • Review all requests to make certain • The change has been authorized by the Service Provider Group’s manager • The change is scheduled during normal maintenance windows or if not, approving variances • There are no conflicts with other scheduled activities • If multiple activities are to be performed during the same window, the activities are coordinated • Any communications with service users about outages or impacts are identified and performed • The change does not conflict with the strategic direction of OSF / ISD • Any security issues are identified

9. Roles Request Review Board Membership

10. Request Review Board • Schedule • Weekly / Thursdays at 1pm • Agenda • Review outcome of changes scheduled to occur during week prior to meeting • Review all proposed changes • Determine impact of changes and if customer notifications will be required • Identify any coordination issues • Approve change and change schedule

11. Contents Calendar ITIL Training

12. Change Management Worksheet • All change requests are scheduled using Change Management calendars in MS Exchange Public Folders.

13. Navigation to Public Folders • The calendar can be found in a folder named “Change Management”. Navigation to the public folders and to the Change Management folder is performed as follows: • If you have not used public folders, in the past, you may not have them displayed in Outlook. To display public folders, at the bottom of the Navigation pane on the left hand side, you will see something similar to this: • Click the folder icon. You should see Folder List at the bottom of the Navigation pane. • Expand the Public Folders list by clicking on the + sign. • All change requests are scheduled using Change Management calendars in MS Exchange Public Folders.

14. Continue to expand the list by clicking on the + sign next to All Public Folders, Office of State Finance, and then Change Management. Then click on the calendar you need to view or update. Do not add entries to the main Change Management folder.

15. Change Management Entry A customized Outlook form is used to collect appropriate information.

16. Creating an Entry • Even though this is a calendar entry, do not click on “Invite Attendees.” Meeting invites only work in personal folders, not public. This will also change fields behind the scenes and make it impossible for you to save your information. •  Fill out the fields as appropriate. There are several mandatory fields. An explanation of each field follows in sequence as they appear on the screen:

17. Data Items

18. Data Items

19. View of Change Calendars View your calendars in “Overlay” mode by right clicking the name of the calendar and selecting “View in Overlay mode”.

20. Contents Process ITIL Training

21. Process Flow

22. Contents Policy ITIL Training

23. Change Management Policy • The Change Management process should be followed for all architecture change requests related to the support of existing services or the addition of new services. • Requests should be logged as soon as enough information is available to provide a meaningful description of change and the purpose behind the change, even if the specific date for the change has not yet been determined. • Architectural changes are not to be implemented without first being approved by the Change Request Review Board. In emergency situations, the Change Request Review Board should be notified as soon as is feasible. • For non-emergency, but urgent situations in which a change should be implemented before the next scheduled Review Board meeting, notification of the change request will be made to the Change Request Review Board coordinator who will obtain the proper approvals through the use of email, telephone, and individual conversations.