Global Change Management

Change Management Process Overview

 Goals of This Training Session

Change Process Highlights

Change Planning and Execution

Topics Of Guidelines
Discussion
Change Compliance

CAB Meeting Detail

Change Management QRG

Goals of This Training Session

Improve understanding of Change Management process

Describe key Change roles & responsibilities

Reduce Non-compliant Changes

Improve Change ticket quality

Provide link to resources & contact information

Change Process Highlights
Why Change Management

Change Management Process

Change Process Flow & Life-cycle

Change Request Types

Normal Change Cut-Off & CAB Meeting

AVP Testing

Change Closure Codes

Why Change Management

 Change Management ensures that changes are recorded, evaluated, authorized,

prioritized, planned, tested, implemented, documented and reviewed in a controlled
manner.

W H Y ?

Reduce any Enhance Increase Improve

negative impact information and productivity of planning,
of Change on our communication IT Services communication
business about Changes and decisions on
partners Change
Change Management Process

ITIL change management is a process designed to understand

and minimize risks while making IT changes. Businesses has
two main expectations from the IT service:
 The services should be stable, reliable, and predictable while
minimizing any risk.
 The services should be able to change rapidly to meet evolving
business requirements.

7 Rs of Change Management
 Who Raised the change?
 What is the Reason for the change?
 What Return is expected from the change?
 Risks involved in the change?
 Resources required to deliver the change?
 Who is Responsible for create, test and
implement the change?
 Relationship between suggested change and other
changes?

Less is not best when it comes to documentation !!

Change Process Flow & Life-cycle
States & Timely Update
Authoriz Impleme
New Assess Schedule Review Close
e nt

Manually Actual Actual

add Start End Date
Approval Date auto-
Groups auto- populate
when populate d
applicabl d
e

The Change Remember:

Coordinator All Change
is responsible Records need
for the timely to be closed by
update of a the Planned
Change’s State End Time.
throughout its
lifecycle.
Change Request Types

Standard Normal Expedited Emergency

• A change to a service or • A change carried out according • A Normal change submitted • A change that is initiated in
infrastructure for which the to the full change process after the defined submission response to a P1 or P2 incident
approach is pre-authorized by including; Change Request date for the change review and must be implemented
the Change Management documentation, risk & impact cycle and due to their urgent immediately to sustain normal
Team. These changes have an analysis, scheduling, and nature, they cannot follow business operations.
accepted and established approvals. This is the most established lead-times for Emergency changes are
procedure for business common type of Change and review and approval. These intended to repair or prevent a
approval, testing, roll-back, and allows for sufficient time for changes are not as critical as disruption to a service causing
PIR. Categorized as low risk. planning, approval and emergency changes but or could cause significant
Can only be created from the execution. require to be addressed within impact to the business.
Standard Change Catalog. the current change review
Implementation window: cycle.
Implementation window: Can Application Change: Friday, 8PM
be scheduled anytime based on – Sunday, 11.59PM local time. Implementation window: Can be
the pre-approved window implemented anytime based on the
Infrastructure Change: Friday, urgency and criticality; however,
7PM – Monday, 6.59AM local sufficient time should be given for
time. review and approval.
Normal Change Cut-Off Time & CAB Meeting
Very High & High Risk
• Change will need to be in ‘Assess’ state by Monday, 11.59PM ET of the
week prior to the implementation weekend (4th)
• Change will need to be in ‘Authorize’ state by Monday, 11.59PM ET of
the implementation weekend.
• Change will be required to go through at least two CAB meetings
• This will be effective from 1st March 2021 onwards.
• Change is required to be presented in CAB meeting of all impacted
CAB region.

Moderate & Low Risk

• Change will need to be in ‘Authorized’ state by Monday,

11.59PM ET of the implementation weekend.
• Change will go through at least one CAB meeting.
• Change is not required to be presented in CAB meeting.

Normal Change Weekend Window

Change Risk Assessment
Application: Friday, 8PM – Sunday, 11.59PM local
time KB for Risk Assessment scoring mechanism.
Infrastructure: Friday, 7PM – Monday, 6.59AM local
time
AVP Testing
 Make sure that the application team is aware of the Change and tests its impact on their
applications
 The Change Coordinator must ensure that AVP is performed (if required) for each of their
Changes

Populate Contact Ensure AVP is

Proceed with
Affected CIs & Business Assign AVP Performed &
Change or
Impacted Service CTASK Results
Backout
Services Owners Documented

• Kick-start • Determine if AVP • Assign the CTASK • Coordinate & • Did the Change
notification of an is needed to the ensure that the achieve its
impending • Identify individuals / testing is objectives?
Change to app & individuals & groups identified completed • Did it negatively
CI owners groups who will • Document results impact the
• Contact the CMDB perform testing of testing business service
team if a CI is • Must be or environment?
missing a link to completed • Should the
its business within the Change be
service testing window backed out?
after Change is
implemented
Did You Know?
Lack of, or incomplete AVP is a major reason for changes to cause
P1/P2 Incidents!
Change Closure Codes

Successful
Successful with Unsuccessful Backed Out
Issues

Change was
Change was
implemented with
implemented but Change was
expected result, but
Change was failed or did not implemented
encountered issues
completed achieve its objectives. fully/partially but
prior to change
(implemented) The Change backed out due to
closure or the change
successfully Coordinator issues occurred or
was completed
with no issues. documents the issues due to any
successfully but
encountered in the dependency.
exceeded the
close notes.
planned window.

A change can also be rescheduled or

cancelled through implement state due
to a business decision to not perform
the change.
Change Planning and Execution Guidelines
Change Coordinator (Assignee) Responsibilities
• Plan for the Change and complete the technical & business review
CAB Approval
Notes: Start • Get a
Get required approvals representative to
Technical Review:
present the
• Hold discussion
Change to the
within the TS team Present Change in CAB (if respective CABs
to understand the Plan Change & create in draft required) (if required)
impact and
coordination Change Coordination
required between Coordinate Change for • The Change
teams Conduct technical review implementation Coordinator must
Business Review: coordinate the
change
• Discuss the implementation
Change impact, Conduct business review Close Change with all teams
schedule, and AVP involved in the
testing with the Change.
impacted
Update Change and submit
application owners End
for approval
Change Planning and Execution Guidelines
Assignment Group Manager Responsibilities
• Gate keeper and technical detail evaluator. Ensures that:
Affected CI, Related CIs & Impacted
Services
Subcategory
• Correct CIs & services have been added
• Application teams are aware of the Change
• Subcategory matches the activity being
performed
• Correct template is being used for the activity

Description & Justification

Implementation & Back-out Plan
• Correct & accurate details are available to
• Proper work instruction included and followed
describe Change
• Change on a production CI during a weekday
• Expedited Weekend Change
• Emergency Change (resolve a P1 or P2)

Risk & Impact Analysis Testing

• IVP test plans are made and executed

• Stated impact is correct, including the impacted • Change Coordinator has scheduled AVP & EUT (if
region needed)
• Coordination is in place between testers and relevant
CTASKs created
Change Planning and Execution Guidelines
Impacted Services / CI Approval Group Responsibilities

R
When you receive a Change E When you receive a Change
notification S notification & approval email
P
• Review the change and its impact to your O • Review the change and its impact to your
application N application
• If you have any concerns, work with the S • If you have any concerns, work with the Change
Change Coordinator (Assigned To) to I Coordinator (Assigned To) to understand the
understand the requested Change B requested Change
• If AVP is required, work with your team to • If AVP is required, work with your team to
I
allocate a resource to perform AVP allocate a resource to perform AVP
L
• Note: It is your group’s responsibility to identify • Note: It is your group’s responsibility to identify
I
the AVP steps that must be performed for your the AVP steps that must be performed for your
T applications
applications
Y • If there are no further concerns, approve the
Change
Change Planning and Execution Guidelines
CAB Member Responsibilities

R
Low / Moderate Risk Changes E High / Very High-Risk Changes
S
• Review the Change offline
P • Review and understand the Change
• If there are any concerns, work with the O requirements before the CAB meeting
Change Coordinator to understand the N • If necessary, engage / communicate with the
requested Change S Change Coordinator to understand the
• Note: If CAB members feel the Change I requested Change (offline)
requires additional review, they may inform the B • Discuss the Change in the CAB
Change Management team to include the I • If no concerns are raised, the Change will be
Change in the CAB meeting L approved by the CAB
• If no concerns are raised, the Change will be I • Change will go through at least two CAB
approved by Change Management after the T Meeting.
CAB meeting Y
Change Compliance
All Changes must be compliant (implemented in
accordance with the Change process and with all
necessary approvals).

A non-compliance status is given when a change

is identified with at least one of the following
conditions but not limited to:
1. Change implemented without being fully approved
2. Incorrect change type implemented
3. No Change recorded in Service Now

Non-compliance meeting is required to

review / evaluate any non-compliant Changes.
Anyone who implements one (1) non-
Meeting participants include:
- Change Coordinator compliant change in any 12-month period is
- Change Coordinator’s manager required to attend a call with the Change
- Change Management representative Management lead and their respective senior
- ITSM Manager / Senior Manager management for a policy reminder, as well as
a mandatory training refresher course.
CAB Meeting Detail
Change Window and CAB Timings

Production Change Window

Normal Application Tickets: 8:00 pm (Friday) -
Normal Infrastructure Tickets: 7:00 pm (Friday)- 6:59
11:59 pm (Sunday) UAE: 8:00 pm (Thursday)
AM (Monday) UAE: 7:00 pm (Thursday) to 06:59 am.
– 11:59 pm (Saturday) local time
(Sunday) local time

CAB Call Timings

APAC CAB Thursday CAB meeting at 02:00 PM. MYT

EMEA CAB Thursday CAB meeting at 10:30 A.M. BST

Japan CAB Thursday CAB meeting 16:30 JST

US CAB Thursday CAB meeting 11:00 A.M. EST

Change Management QRG
 How to raise a specific type of Change

Risk is low or well-understood and accepted Change Authority is given in advance,

Standard Implementation Tasks are well known, documented and proven to work Must be
supported by an approved template and deployed within an agreed time frame.

A normal production change is requested and follows the normal change process, including review
Normal and authorized by a CAB(s). Shared Infrastructure will be reviewed in multiple CABs.

is an unplanned production change, which requires a more rapid review, approval and
Expedite implementation (e.g., break/fix, preventative maintenance).

is intended to repair a failure or possible failure in an IT service that has a large negative impact
Emergency on the business and is associated with a valid and active incident.
Refer knowledge article KB0057678 for Emergency Change process detail followed in AIG.

From the ServiceNow portal search for Change -> New -> Choose the Type of Change required.
Please refer to the Job Aid document for guidelines: Change Management Job Aid Link
 Than
k You

Please contact Global Change Management (GCM) at [email protected] for additional process
guidance or any questions should you have.