What it is

Objectives

Promised Performance

Client Obligations

Funding

Dependent On

Activities

More Info

CO Summary

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1. Description

2. Objectives

• identification of risks associated with scheduling changes proximate to each other
• reduce incidents caused by poorly implemented changes
• reduce number of changes which need to be backed-out or reversed
• identify and pre-authorize standard, low-risk, repetitive changes
• improve change management through post-implementation evaluation of changes

3. Service Commitments

Collect Information to determine Baselines for...
• number incidents resulting from poorly planned or executed change
• number of post-evaluation reviews conducted
• number of changes considered during CAB meetings
• number of RFCs submitted to CAB for consideration
• number of RFCs turned down or delayed by CAB
• number of emergency CABs convened
• average length of time between submission of RFC and implementation of Change
• number of times change implemented within 21 days from submission of RFC
• produce definitive root case analysis of all incident caused by the implementation of a change into the live environment

How are we doing ?

4. Client Obligations

• inform Service Desk of any Incidents resultant from Change
• provide check-off that change has been implemented to line of business' satisfaction

5. Client Costs

Business Unit administrative costs are absorbed within business unit budget.

6. Dependencies

• changes to integrated network components are made by Government's integrated network provider - EDS
• changes to centrally hosted mainframe and WINTEL servers are the responsibility of iSERV
• EDS has been awarded a contract for four years, commencing in February, 2003 as the Ontario Government's network integrator
• TELUS will provide "wallplate-to-wallplate" LAN connections, or ports to Cluster ministries on behalf of EDS Canada Inc.
• all significant changes should be tested prior to their release into the production environment. The availability of a pre-production environment which simulates the production environment is a key factor in reducing errors caused by the implementation of poorly tested changes

7. Activities

• maintenance of Change Calendar of scheduled changes over next month or two
• convening Change Advisory Board meetings every two weeks to discuss upcoming changes for scheduling and impact consideration
• coordination of Requests for Change and assurance that due diligence is exercised in the consideration of all changes by evaluating submitted information on a request for Change form.
• documenting the results of changes as lessons learned for future improvements
• approving procedures as pre-authorized changes which can be actioned from Service Desk
• liaison with external Change Advisory Boards and Change Management processes to keep informed and to provide impact to changes controlled by external organizations
• change testing in simulated production environments
• change implementation into production environment including creation and testing of back-out plans

8. More Information

• Responsible for Service Management, delivery and accuracy of this Catalogue item: Joseph Chan, 416-326-9477
  For information contact Sean Fitzsimons, Change Coordinator, 416-326-7726
• change management guidelines

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