Change Management

Change Management (Change Manager)

• Changes are requested and handled as Request for Change (R f C) tickets

• A change is requested.

• The request for change is reviewed and if deemed necessary processed further.

• The change is assessed and categorized based on the impact and urgency.

• The change is authorized.

• The change implementation is planned.

• The change is implemented (ITIL Release Management deals more with the testing and releasing changes into IT production environment).

• After the change is implemented it is reviewed for success and further improvement.

Roles and responsibilities :

Change Originator (CO):
Incident Management, Problem Management, Service Request, CI owner, Business IT, vendor, user or any other interest group who has noticed a defect or enhancement target.
Responsibilities:
submitting the change request
accepting the completed change

Change Coordinator (CC):
Service owner, Application key-user, Infrastructure manager, Project manager or Business IT Manager
Responsibilities: 
taking care that the change is planned and applied according to agreed procedures (acceptance, outage times, SLA)

Change Implementor (CI):
Internal expert / expert team, external supplier or Business IT
Responsibilities: 
planning the change technical solution
applying the change according to agreed procedure
updating CMDB CIs after changes


Roles and responsibilities 2/2

Change Advisory Board (CAB):
For IT infrastructure changes CAB consists of Back End Services team (including workstation manager) of the datacenter in question. If authorization from Business application owner is needed CAB meeting participants are considered separately.
Responsibilities:
authorizing Major changes to implementation
Post Implementation Review (PIR) after resolved RFCs
closing RFCs

Emergency Change Advisory Board (ECAB):
Consists of service key user, service owner and if service has related services their s:ervice owner(s)
Responsibilities :
Accepting major changes which are prioritized as critical and which could cause substantial harm to business if not applied immediately
ECAB has the role of reviewing and accepting changes that cannot wait until the next CAB meeting

Change Management – change categories

Changes were categorized into 3 different levels :
Normal, Major and Emergency change:

Normal change:
Descriptive to Normal changes is that they are planned and implemented by a predefined procedure
These changes are repetitive with known outcomes and known staff who are authorized to implement
Examples:
Ordering, installing and testing a data center switch
Upgrading a network connection at a remote office

Major change:
A change that will or has the potential to interrupt multiple critical IT services
Typically these are changes, which have a direct impact for the customer, costs, resource requirements or which may cause technical risk
Major changes have to be approved by CAB
Examples:
Move of a data center switch connected to several servers
Changing a network operator at a medium to large sized office with more than 5 users (limit set by Konecranes IT Management)


Emergency change:
A change is considered an Emergency change if it may cause a severe risk for the service continuity if not implemented immediately
Emergency changes have to be approved by ECAB
Examples:
Konecranes data center switch connected to several server needs to be replaced
Fiber module of a fiber connection to an office building with tens of users needs to be replaced (broke down)