Change Management Flashcards
What is the purpose of change management
Maintaining stable, reliable, predictable services while allowing rapid change to meet evolving business requirements
What are some of the benefits of Change Management
- Assuring that all proposed changes are fully evaluated for their benefits and risks
- Prioritize changes so that lmited resources are allocated to those changes that produce the greatest benefit based on the business need
- Creates a process for ensuring changes are thoroughly tested and that a backup plan is in place
- Ensuring that the CMDB is updated to reflect current environment
What is the purpose of a change model
When similar changes are frequently impleneted the Change Manager may implement a change model to standardize the procedure for said change. This streamlines the process and reduces risk.
A Standard Change is an example of a specific ___ ___
Change Model
What is the body involved in approving changes? Who is this group comprised of?
The Change Advisory Board - IT, Finance, and Business representatives
What are three Key Performance Indicators (KPIs) for Change Management
- Successful Changes -
- The number of changes that have been completed successfully compared to the total number of completed changes.
- Backlog of Changes -
- The number of changes that are not yet completed. This absolute number depends on the size of the organization and should not increase over time.
- Emergency Changes -
- The number of completed “emergency” changes. This absolute number depends on the size of the organization and should not increase over time.
What is the Scope of IT Change Management?
Implementations that will cause the following:
- A service to become unavailable or degradd during service hours
- The functionality of a Service to become different
- The CMDB to require an update
Other changes generally don’t require Change Management and can be considered “standard”
What are typical IT Change Management Procedures?
- Request for Change Review
- Change Planning
- Change Approval
- Change Implementation
- Change Closure
What are the three types of IT Changes
- Standard changes -
- changes to a service or to the IT infrastructure where the implementation process and the risks are known upfront. These often don’t require approval.
- Normal changes -
- Must go through change process and are reviewed by change advisory board
- Emergency changes -
- occur when there is an unexpected error or threat that must be addressed immedieately.
Why aren’t expedited or significant changes listed as types?
These are just modifications on the Normal change process. All organizations may have different variations of these but the difference between these and “Normal” changes are arbitrary.
Define the following role:
change initiator
This is the individual who recognizes the need for change. It is not one set person but instead would be many people who provide support services for various tools.
Define the following role:
Change Coordinator
This person assess requests for change coming from incident management, problem management, release management, or continuity management. They asses risk and impact of change requests, prepares implementation plans, and monitors progress of changes.
(This person could also be the Change Manager)
Define the following role:
change manager
This person is responsible for making and managing change procedures, receiving and prioritizing change requests, evaluating risks, and documenting each change.
This role is similar to the change coordinator but typically found in larger organizations.
Define the following role:
change advisory board
This is the body responsible for authorizing changes and evaluating high risk changes. It is comprised of IT experts, as well as business and financial representatives.
Define the following role:
approver
this is the person tasked with approving the change request. Who this is will vary by type and significance of change
Define the following role:
change implementation team
group who actually makes changes. this will be the functional area in which the change occurs and may include outside help such as the change manager for oversight
What are typical pieces of information typically found in an initial change request submission?
- Incident resulting in the need for change
- Description of implementation plan
- Impact the change is expected to have on all associated systems
- Assessment of risk
- Contact information for everyone involved
- Outline of approval required
- Backup plan in case of failure
What does the following system property do:
glide.ui.risk_calculate_rule
Change risk calculation method. Business rule calculates on insert/update, UI action calculates only on demand. None disables this capability.
- Type: choice list
- Default value: ui_action
For more information, see Risk Calculator property.
What does the following system property do:
com.snc.change_request.auto.discovery
Trigger Discovery for the Affected CIs automatically, manually or not at all.
- Type: Choice list
- Values: Off, Both, Automatic, Manual
- Default value: Off
What does the following system property do:
com.snc.change_request.disco.auto.state
Defines which Change Request states Discovery will be automatically triggered.
- Type: String
- Default value: Review
What does the following system property do:
com.snc.change_request.disco.manual.state
Defines which Change Request states allow Discovery to be manually triggered.
- Type: String
- Default value: Implement, Review
What does the following system property do:
com.snc.change_request.enable_copy
Enable copy change feature.
- Type: true | false
- Default value: true
What does the following system property do:
com.snc.change_request.copy.attributes
List of attributes (comma-separated) that are copied from the originating change.
- Type: string
- Default value: category, cmdb_ci, priority, risk, impact, type, assignment_group, assigned_to, short_description, description, change_plan, backout_plan, test_plan
What does the following system property do:
com.snc.change_request.copy.rl.change_task.attributes
List of attributes (comma-separated) from the Change Task [change_task] related list that will be copied from the originating change.
- Type: string
- Default value: cmdb_ci, priority, assignment_group, assigned_to, short_description, description
What does the following system property do:
com.snc.change_request.copy.rl.task_ci.attributes
List of attributes (comma-separated) from the Affected CIs ([ask_ci] related list that will be copied from the originating change.
- Type: string
- Default value: ci_item
What does the following system property do:
com.snc.change_request.attach.enable_copy
Copy attachments from the originating change.
- Type: true | false
- Default value: true
What does the following system property do:
com.snc.change_request.copy.rl.task_cmdb_ci_service.attributes
List of attributes (comma-separated) from Impacted Services [task_cmdb_ci_service] related list that will be copied from the originating change.
- Type: string
- Default value: cmdb_ci_service
What does the following system property do:
com.snc.task.refresh_impacted_services
List of all the Task types where Refresh Impacted Services action is enabled.
- Type: string
- Default value: incident, change_request
What does the following system property do:
com.snc.change_request.copy.related_lists
Related lists (comma-separated) that will be copied from the originating change.
- Type: string
- Default value: task_ci, task_cmdb_ci_service, change_task
What does the following system property do:
com.snc.change_request.rl.change_task.attach.enable_copy
Copy attachments from originating change task.
- Type: true | false
- Default value: true
