IT Service Provision Week 6, Session 6, IT management functions(2)

IT Service Provision Week 6, Session 6, IT management functions(2)

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406031 IT Service Provision Week 6 - Complete change pattern & Fulfil service request
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1.1 Agenda for today Complete change pattern Fulfil service request
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1.2 Learning objectives To understand the concept of change management Integrate Risk, Configuration, Change, and Metadata The concept of Deliver Release and deployment pattern Configuration and metadata risk management Integrated change management
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2. Change management Change request Change Management Activities Integrate Risk, Configuration, Change, and Metadata Risk management Problem and change management
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2.1 Change management Change management : process to control the lifecycle of all changes, enabling beneficial changes to be made with minimum disruption to IT services. Remediation (planning) : actions taken (or planned) to recover after a failed change or release . Remediation may include back-out, invoking service continuity plans , or other actions to enable the business to continue A change advisory board (CAB) is used to authorise all changes and to assist in the evaluation and prioritization of changes . The CAB is often the change authority – i.e. no changes can be made without the prior approval of the CAB
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2.2 Goal of change management The purpose of the Change Management process is to ensure that: Standardised methods and procedures are used for efficient and prompt handling of all changes. All changes to service assets and configuration items are recorded in the Configuration Management System (CMS). To respond to the customer’s changing business requirements while maximizing value and reducing incidents, disruption and re-work . To respond to the business and IT requests for change that will align the services with the business needs .
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2.3 Change Management Objectives & Scope Objectives Ensure that changes are recorded and then evaluated, authorized, prioritized, planned, tested, implemented, documented and reviewed in a controlled manner. Scope Change Management covers changes to baselined service assets and configuration items across the whole Service Lifecycle.
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2.4 Change Management Roles Change Manager Change Authority Change Advisory Board (CAB) Emergency CAB (ECAB) 80% of service interruption is caused by operator error or poor change control (Gartner)
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2.5 Seven Rs of change management The seven Rs are used to assess the potential impact, costs, business benefit vs. risk, etc. of a change. The seven Rs must be answered for every change. Who RAISED the change? What is the REASON for the change? What is the RETURN required from the change? What are the RISKS involved in the change? What RESOURCES are required to deliver the change? Who is RESPONSIBLE for the build, test and implementation of the change?
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