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implementing change management

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implementing change management

davidapkelly
Am new to Itil and have become the change manager in our firm. does anyone have any tips/advice on how to implement change management.

thank you
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    0 Votes
    Tig2

    And before I can say much of anything- help me out.

    Is this the first time your company has implemented
    Change Management? Do you have a process in place
    today? Can you help me understand what that process (or
    lack thereof) is?

    How many users and how many systems?

    What is your environment (from a computing standpoint)?

    You are welcome to PM me. I understand that it may be
    impossible to answer those questions on a public board.
    But your question is excellent and needs to be answered.

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    0 Votes
    davidapkelly

    Cheers for your reply. I will try answer your questions
    this is the first time we have implmented Change Management. We kinda (used very lightly) have a process in place but its so thin you could see thru it.Basically,we get a form filled out when there is a change going to happen. We have incident and problem management in place which I took the lead on so now I have been asked to get CM up and running.
    All staff are users (4000) and about 40 systems with 90 virtual servers.
    we have 10 key systems on vmware.
    Hope this helps.
    I just looking for somewhere to start and go in the right direction.
    Thanks again for your help.

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    0 Votes
    Tig2

    Have you implemented CMDB? That will have an impact on
    how you set up a Change system.

    I'll start hunting up links for you.

    JMGarvin is an ITIL specialist. His questions are also good
    ones and will help guide you.

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    0 Votes
    davidapkelly

    We have a collague finishing a CMDB which we hope to have in place by mid January.
    There is some much around Change that I wouldn't know where to start.
    I agree with you on JM,both of ye look to have been down this road before.

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    jmgarvin

    ITIL will bring about world peace ;-)

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    0 Votes
    Jessie

    My company is implementing ITIL as well... and I got tasked with coming up with what the database fields should be for the CMDB... from what I've been able to glean from the ITIL toolkit... it doesn't so much matter what we track in the database so long as what we're tracking is relevant to the change management process... am I right?

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    0 Votes
    jmgarvin

    Are you planning on doing full on asset and license management as well? If so, then you need more information.

    If all you need is the CMDB for the Change process, then I've found machine name, type, and IP/MAC to be a good bare bones starting point.

    Let me add that you can do Change without a full on CMDB. What you need for Change is a strong Incident and Problem process. You'll need to know what machines you are effecting, but you can do that without a CMDB.

    Just keep in mind to REALLY implement ITIL you're looking at a 2 to 3 year commitment just for ITSM. If you are talking any of the other pieces like SAM, that's another year or two. It's not quick to implement because of corporate culture and people not being big on "another" standard to follow.

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    0 Votes
    jmgarvin

    ITIL IT Service Management (ITSM) is a BIG chunk to bite off. Change Management doesn't just start. You need to do a LOT of work before you can even get to Change.

    1) Do you have a strong Incident Process?
    2) Do you have a strong Problem Process?
    3) Do you have a plan for implementing your CMDB?
    4) Do you have a Knowledge Management tool?
    5) Do you have tools to help you down the ITSM road?
    6) Have you taken ITIL Foundation?

    Change requires a lot of knownledge and insight. You can't have that without a strong Incident process.

    +
    0 Votes
    davidapkelly

    Thanks for your reply.
    I agree with you on CM.In reply to your questions, we have a strong Incident Process and a weak Problem Process. That will change in the new year.We have someone finishing a CMDB,again for the new year.Knowledge Management is there but never really used.We have an ITIL compliant service desk if thats what you mean by tools,maybe you can explain a little deeper about that one.
    I have Itil Foundation about 2 years and have helped with the implamentaion of Incident and Problem Management.
    I am looking for a step in the right direction with Change Management and was wondering what other people have done or tried.
    Thanks again for your help,I appriciate it.

    +
    0 Votes
    jmgarvin

    It's good to hear you have a strong Incident process as, IMHO, that is the keystone to a good ITIL shop. I'd argue that a CMDB can wait if you don't have a strong Problem process yet. I'd focus on getting Incident and Problem processes strong so that when I implement Change it'd make more sense to my users.

    By tools, I mean software, policy, forms, training, etc for the Service Desk, Change/Problem Mangers and the CMDB guys. Do you have some kind of ITIL based software that you've bought? Do you have clean policy to explain what to do and what the ITIL process is? Do you have the proper forms/paper work for the various processes? Do you have a ticketing system of some sort to track Incidents and Problems? Do you have a way to track RFCs? That kind of stuff is what I mean by tools.

    My job to train ITSM implementers to use the tool that my company makes (ironically called ITSM). So, my experience has basically been that you need a good Incident process (which you have), and a good Problem process (which you don't have yet) before the Change process can work. Typically, the reason why Change fails is because it's hard to understand what is changing and why (hence the need for a good Incident and Problem process). So, the Service Desk needs to know what should generate an RFC as well as the Problem team knowing the difference between Root Cause and the need to create an RFC.

    Change Management should always have:
    A) A way to do standard change (no need for a CAB). You know, the silly stuff like replacing mice or giving someone an egro keyboard rather than a regular one.

    B) It should have a way to link the Incident(s) and Problem(s) (if needed). This is so we can know if the Change itself resolved the Incident(s) and/or Problem(s).

    C) CABs should be able to vote quickly, but intelligently. There also should be a process for ties (if you have an even number in the CAB) or if someone doesn't vote (eg they're on holiday)

    Does that help some?

    +
    0 Votes
    davidapkelly

    Thanks a million for that reply JM.

    I chaired a meeting this morning and have outlined issues with Problem Management.If we get the issues sorted we can kick on with Change a lot better.For the moment we are going to use change for software releases and server updates. I am in the process of putting forms together as we speak.
    Thanks again for all your help.

    +
    0 Votes
    ITSM Consultant

    <a href="http://www.surveymonkey.com/s.aspx?sm=oqJbZ9YBwLV8ZGxCQNbCJA_3d_3d">Click Here to take survey</a>

    Get practical feed back and recommendations for improvement.

  • +
    0 Votes
    Tig2

    And before I can say much of anything- help me out.

    Is this the first time your company has implemented
    Change Management? Do you have a process in place
    today? Can you help me understand what that process (or
    lack thereof) is?

    How many users and how many systems?

    What is your environment (from a computing standpoint)?

    You are welcome to PM me. I understand that it may be
    impossible to answer those questions on a public board.
    But your question is excellent and needs to be answered.

    +
    0 Votes
    davidapkelly

    Cheers for your reply. I will try answer your questions
    this is the first time we have implmented Change Management. We kinda (used very lightly) have a process in place but its so thin you could see thru it.Basically,we get a form filled out when there is a change going to happen. We have incident and problem management in place which I took the lead on so now I have been asked to get CM up and running.
    All staff are users (4000) and about 40 systems with 90 virtual servers.
    we have 10 key systems on vmware.
    Hope this helps.
    I just looking for somewhere to start and go in the right direction.
    Thanks again for your help.

    +
    0 Votes
    Tig2

    Have you implemented CMDB? That will have an impact on
    how you set up a Change system.

    I'll start hunting up links for you.

    JMGarvin is an ITIL specialist. His questions are also good
    ones and will help guide you.

    +
    0 Votes
    davidapkelly

    We have a collague finishing a CMDB which we hope to have in place by mid January.
    There is some much around Change that I wouldn't know where to start.
    I agree with you on JM,both of ye look to have been down this road before.

    +
    0 Votes
    jmgarvin

    ITIL will bring about world peace ;-)

    +
    0 Votes
    Jessie

    My company is implementing ITIL as well... and I got tasked with coming up with what the database fields should be for the CMDB... from what I've been able to glean from the ITIL toolkit... it doesn't so much matter what we track in the database so long as what we're tracking is relevant to the change management process... am I right?

    +
    0 Votes
    jmgarvin

    Are you planning on doing full on asset and license management as well? If so, then you need more information.

    If all you need is the CMDB for the Change process, then I've found machine name, type, and IP/MAC to be a good bare bones starting point.

    Let me add that you can do Change without a full on CMDB. What you need for Change is a strong Incident and Problem process. You'll need to know what machines you are effecting, but you can do that without a CMDB.

    Just keep in mind to REALLY implement ITIL you're looking at a 2 to 3 year commitment just for ITSM. If you are talking any of the other pieces like SAM, that's another year or two. It's not quick to implement because of corporate culture and people not being big on "another" standard to follow.

    +
    0 Votes
    jmgarvin

    ITIL IT Service Management (ITSM) is a BIG chunk to bite off. Change Management doesn't just start. You need to do a LOT of work before you can even get to Change.

    1) Do you have a strong Incident Process?
    2) Do you have a strong Problem Process?
    3) Do you have a plan for implementing your CMDB?
    4) Do you have a Knowledge Management tool?
    5) Do you have tools to help you down the ITSM road?
    6) Have you taken ITIL Foundation?

    Change requires a lot of knownledge and insight. You can't have that without a strong Incident process.

    +
    0 Votes
    davidapkelly

    Thanks for your reply.
    I agree with you on CM.In reply to your questions, we have a strong Incident Process and a weak Problem Process. That will change in the new year.We have someone finishing a CMDB,again for the new year.Knowledge Management is there but never really used.We have an ITIL compliant service desk if thats what you mean by tools,maybe you can explain a little deeper about that one.
    I have Itil Foundation about 2 years and have helped with the implamentaion of Incident and Problem Management.
    I am looking for a step in the right direction with Change Management and was wondering what other people have done or tried.
    Thanks again for your help,I appriciate it.

    +
    0 Votes
    jmgarvin

    It's good to hear you have a strong Incident process as, IMHO, that is the keystone to a good ITIL shop. I'd argue that a CMDB can wait if you don't have a strong Problem process yet. I'd focus on getting Incident and Problem processes strong so that when I implement Change it'd make more sense to my users.

    By tools, I mean software, policy, forms, training, etc for the Service Desk, Change/Problem Mangers and the CMDB guys. Do you have some kind of ITIL based software that you've bought? Do you have clean policy to explain what to do and what the ITIL process is? Do you have the proper forms/paper work for the various processes? Do you have a ticketing system of some sort to track Incidents and Problems? Do you have a way to track RFCs? That kind of stuff is what I mean by tools.

    My job to train ITSM implementers to use the tool that my company makes (ironically called ITSM). So, my experience has basically been that you need a good Incident process (which you have), and a good Problem process (which you don't have yet) before the Change process can work. Typically, the reason why Change fails is because it's hard to understand what is changing and why (hence the need for a good Incident and Problem process). So, the Service Desk needs to know what should generate an RFC as well as the Problem team knowing the difference between Root Cause and the need to create an RFC.

    Change Management should always have:
    A) A way to do standard change (no need for a CAB). You know, the silly stuff like replacing mice or giving someone an egro keyboard rather than a regular one.

    B) It should have a way to link the Incident(s) and Problem(s) (if needed). This is so we can know if the Change itself resolved the Incident(s) and/or Problem(s).

    C) CABs should be able to vote quickly, but intelligently. There also should be a process for ties (if you have an even number in the CAB) or if someone doesn't vote (eg they're on holiday)

    Does that help some?

    +
    0 Votes
    davidapkelly

    Thanks a million for that reply JM.

    I chaired a meeting this morning and have outlined issues with Problem Management.If we get the issues sorted we can kick on with Change a lot better.For the moment we are going to use change for software releases and server updates. I am in the process of putting forms together as we speak.
    Thanks again for all your help.

    +
    0 Votes
    ITSM Consultant

    <a href="http://www.surveymonkey.com/s.aspx?sm=oqJbZ9YBwLV8ZGxCQNbCJA_3d_3d">Click Here to take survey</a>

    Get practical feed back and recommendations for improvement.