AI06 Process Description

1. Description

The analysis, implementation and follow-up of significant changes requested and made to the "live" IT infrastructure. Changes can fall into one of three significance categories:

Minor impact only, and few 'build' or additional 'runtime' resources required
Change management should have delegated authority to authorize and schedule such Changes, which should be logged so that:
- records and work patterns can be identified
- accurate and complete costs for each service, Customer area, etc are available
- repetitive Changes, follow-on Changes, and associated Problem/Incident areas can be identified.
Recording every Change in summary helps to deliver an effective and efficient service to the Customer by allowing wastefully repetitive tasks to be spotted and eliminated. If Change Management has any doubts about authorizing any such Change, the Change can be referred informally to members of the CAB for a wider assessment.
Over time consideration should be given to standardizing the procedures in this category and migrating their status to pre-approved, within standard documented procedures - ie. AI03 - Technology Infrastructure Acquisition and Maintenence
Significant impact, and/or significant build or runtime resources required.
Depending on the urgency of the Change to be made, Change Management should decide whether to talk to members of the CAB or to convene a CAB/EC. Prior to any meeting all documentation should be circulated for impact and resource assessment.
Major impact and/or very large amount of build or runtime resources required, or impact likely upon other parts of the organization
Where a major Change pertains directly to IT, the RFC should be referred to the organization's top Management Board or other appropriate body for discussion and a policy decision. Such Changes, once approved should be passed back, perhaps via the CAB, for scheduling and implementation.

2. Service Activities

Change request initiation and control: initiate and process Requests for Change.
Documentation: whenever system changes are implemented, the associated documentation and procedures are updated accordingly,
Impact Assessment: structured assessment of all possible impacts on the operational system and its functionality of a Change Request,
Change Schedule: Maintain an accessible record of all past and upcoming changes and evaluate the impact amongst changes occurring within that established timetable,
Standard Changes: Maintain inventory of pre-authorized, low risk changes. Current definitions should include many of the activities/items cited under AI03 Technology Infrastructure Acquisition and Maintenence,
Authorized Maintenance: ensure ongoing maintenance with established maintenance periods which minimize overall system disruption.

3. Key Goal Indicators

Reduced number of errors introduced into systems due to changes
Reduced number of disruptions (loss of availability) caused by poorly managed change
Reduced impact of disruptions caused by change
Reduced level of resources and time required as a ratio to number of changes
Number of emergency fixes

ebc Service Commitments

overall management of EBC change management process, including both cluster CAB and corporate CAB, contribution to regular and emergency meetings, review and/or update process and overall measurement of change management process
Development and implementation of the ITIL release management processes, with effective cost/benefits analysis and measurements
replacement of existing printer infrastructure, using desktop VOR

4. Key Performance Indicators

Number of different versions installed at the same time
Number of software release and distribution methods per platform
Number of deviations from the standard configuration
Number of emergency fixes for which the normal change management process was not applied retroactively
Time lag between the availability of the fix and its implementation
Ratio of accepted to refused change implementation requests

ebc Service Commitments

Modify Server Configuration

A Simple Configuration change to an ebc controlled server (the designation simple is assumed unless approved to be or designated as Complex by CAB)will be completed within 10 days of being approved by CAB, 95% of the time
A Complex Configuration change fix to a ebc controlled server (the designation simple is assumed unless approved to be or designated as Complex by CAB)will be completed within a timeframe established by CAB 95% of the time

WAN Connectivity

A new WAN connection under 1.5 Millibytes per second will be installed within 8 weeks of submission of an RFC to ebc CAB, 95% of the time
A new WAN connection between 1.5 and 100 Millibytes per second will be installed within a timeframe established by EDS CAB, 95% of the time
A speed change to an existing WAN connection which does not require new hardware to be installed will be completed within 5 days, 95% of the time
A speed change to an existing WAN connection which requires that new hardware be installed by Bell will be completed within 15 days, 95% of the time

Firewall Move, Add or Change

a MAC to a firewall controlled by ebc Cluster Operations will be completed within 12 days of approved by ebc CAB
a MAC to a firewall controlled by or reliant upon servers controlled by EDS or iSERV will be completed within 17 days of approved by ebc CAB
an emergency MAC to a firewall (triggered by a severity 1 incident) will be acknowledged per Severity 1 protocols, will have onsite support show up the same day and be completed in the next available change window available to the organizational responsible for the firewall

Workstation Refresh

business organizations will be notified of the termination of leased workstations 30 days prior to the lease's expiration
workstations will be delivered to clients within timeframes to be negotiated with line of business management, commencing from receipt of a Purchase Order and Equipment Return Forms, 95% of the time

Application IP Move, Add or Change

A request to modify an application's IP address will be completed within 5 days for applications hosted by ebc-controlled servers, 95% of the time
IP address changes to applications using servers hosted iSERV will be be completed within 15 days, 95% of the time

New application, web or database server

installed on an iSERV-hosted server will be completed within 16 weeks of submission of an RFC to ebc CAB, 98% of the time
installed on an ebc-hosted server will be completed within 4 weeks, 95% of the time

Voice Processing Modifications

considered a premium service modifications are to be determined

ACD Software Changes

To Be determined

5. Critical Success Factors

Change policies are clear and known and they are rigorously and systematically implemented
Change management is strongly integrated with release management and is an integral part of configuration management
There is a rapid and efficient planning, approval and initiation process covering identification, categorisation, impact assessment and prioritisation of changes
Automated process tools are available to support workflow definition, pro-forma workplans, approval templates, testing, configuration and distribution
Expedient and comprehensive acceptance test procedures are applied prior to making the change
A system for tracking and following individual changes, as well as change process parameters, is in place
A formal process for hand-over from development to operations is defined
Changes take the impact on capacity and performance requirements into account
Complete and up-to-date application and configuration documentation is available
A process is in place to manage co-ordination between changes, recognising interdependencies
An independent process for verification of the success or failure of change is implemented
There is segregation of duties between development and production

6. Additional Information

Change Management Guidelines

Maturity Level Characteristics


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