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Change Management

This process aims to expedite change while minimizing business risk. It rationalizes changed impact, sets IT organizational change policies, and coordinates all changes to systems, networks, and applications.

Tasks

Skills

Maintain ongoing process of accepting requests, analyzing them, submitting to management, and processing according to feedback

Develop integrated processes for all aspects of change management

Ensure that back-out provisions exist for all changes

Provide reasonable technical orientation to assess changes and back-outs

Strong process orientation/discipline

Detail oriented

Familiar with all major operational disciplines

Relationship/arbitration skills (people skills)

Familiarity with existing inventory and trouble ticketing systems

Staffing

Automation Technology

Change specialist

Change coordinator

Impact assessment specialist

Business/IT liaison

Configuration management and infrastructure change/service request management tools

Change management systems or add-ons such as Peregrine, HP, Tivoli, IBM

Application change management (often focused more on configuration rather than change, such as CA-Endevor, ChangeMan, MicroFocus/InterSolv, Rational Atria, Continuus, and others)

Vendor proprietary products, such as SAP CTS

Best Practices

Metrics

Building your own/internal application currently, but shifting to vendor tools

Tends to break across software configuration management and infrastructure change/service request management tools

Change management systems or add-ons, such as Peregrine, HP, Tivoli, IBM, and others

Application change management (often focused more on configuration rather than change, such as CA Endevor, ChangeMan, MicroFocus/InterSolv, Rational Atria, Continuus, and others)

Vendor proprietary, such as SAP CTS

Number of requests for change (RFCs)

Proportion of RFCs rejected

Gross numbers of changes and trends

Percent of system outages with change as the root cause

Percent of changes scheduled that are executed on time

Percent of changes executed outside of normal change release schedule (that is, emergency changes)

Number of changes backed out

Number of support calls generated by executed changes

Proportion of implemented changes that were unsuccessful

Process Integration

Futures

No Items

Development of quality-of-service metrics

Introduction of cost-recovery methodologies

New, more user-friendly technology


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