ITIL Processes & Standards

DISTRIBUTION IS STANDARDS

ITIL Processes & Standards

I.07 Change Management

Version: 0.1 Draft

Date:10/24/2018

Author:Mike Capewell

ITIL Processes & Standards / I.07 Change Management /

Document Control

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Copy / Name / Organisation / Location
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Change Control

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0.1 / First Draft

Table of Contents

1INTRODUCTION

1.1Standards Document Set

2ITIL OverView

2.1ITIL Approach

2.2The CCTA Role

2.3Key Service Management Processes

2.4More Information on ITIL

3Change Management BackGrOund

3.1Change Management Overview

3.2Setting up Change Management

3.3Change Management Responsibilities

4REQUIREMENTS

5Detailed Standards

5.1ITIL Processes Coverage

5.2Roles and Responsibilities

5.3Specific Distribution IS Processes

5.4Tools and Techniques

5.4.1Software Tools

5.4.2In-house Produced Scripts and Automated Processes

5.5Data Gathering and Metrics

5.6Standard Tasks & Checklists

5.6.1Daily Tasks

5.6.2Weekly Tasks

5.6.3Monthly Tasks

5.6.4Longer-Term Analyses

5.7Reporting of Results

5.8Links to other Key Areas

5.8.1Service Management

5.8.2Disaster Recovery

5.8.3Business Continuity

5.8.4IT Planning

5.9Documentation

6Recommendations

File: I.07 Change Mgmt.doc / Author: Mike Capewell
Version: 0.1 Draft / 1 of 1 / Date: 24/10/18
ITIL Processes & Standards / I.07 Change Management /

1INTRODUCTION

This report is based on ITIL Change Management processes and standards.

1.1Standards Document Set

This report forms part of the Distribution IS technical standards documentation set. When complete, this will comprise a number of separate reports plus a comprehensive set of cross-referenced and detailed documents from other sources e.g. Oracle and Microsoft. The full set of Distribution IS standards documents is shown in the table below (with this document highlighted).

Document Type / ID / Description / Status
Standards Overview / A.01 / Standards Overview and Process
A.02 / Documentation Standards (Style Guide)
A.03 / Distribution IS Glossary
A.04 / Documentation index and cross-reference
Services Standards / B.01 / Business Continuity
B.02 / IT Disaster Recovery
B.03 / Programme Management
B.04 / Project Management
Technology Standards / C.01 / Operating System Standards
C.02 / Hardware Standards - Server
C.03 / Hardware Standards - Client
C.04 / Hardware Standards - Network
C.05 / Middleware Standards
C.06 / LAN/WAN Standards
C.07 / System Management Standards
C.08 / Reporting Tools Standards
C.09 / Development Tools Standards
C.10 / Internet Tools Standards
C.11 / Security Guidelines
Architecture Standards / D.01 / Business Architecture
D.02 / Information Architecture
D.03 / Systems Architecture
D.04 / Operations Architecture
D.05 / Internet Architecture
IT Operations Manuals / E.01 / Database Management Standards
E.02 / Backup and Recovery
E.03 / Archiving
E.04 / Operational Acceptance
Systems Standards / F.01 / MPAS Architecture
F.02 / DUOS Architecture
F.03 / DTS Architecture
F.04 / IBIS Architecture
F.05 / GIS Architecture
Development & Testing / G.01 / Development Environment Standards
G.02 / Testing Environment Standards
Supplier Standards / H.01 / Standard Contractual Terms
H.02 / Non-disclosure agreement
H.03 / Suppliers’ Contracts
ITIL Processes & Standards / I.01 / Availability Management
I.02 / Capacity Management
I.03 / Cost Management
I.04 / Contingency Planning
I.05 / Service Level Management
I.06 / Help Desk Management
I.07 / Change Management / Draft
I.08 / Problem Management
I.09 / Configuration Management
I.10 / Software Control and Distribution

Table 1: Standards Document Set

2ITIL OverView

ITIL (Information Technology Infrastructure Library) is a set of management disciplines aimed at achieving and maintaining the provision of high quality IT services. It was created in recognition of organisations ever increasing dependency on Information Systems Books of guidance have been developed by the Central Computer and Telecommunications Agency (CCTA) for managing IT Services.

2.1ITIL Approach

ITIL is primarily concerned with the key Service Management processes that should be in place for a “best practice” IT organisation.

The ITIL approach:

• Provides the only comprehensive non-proprietary and publicly available set of guidance on IT Service Management
• IS adopted and used by European "blue chip" IS organisations
• Provides a Single IS "language"
• Aims to overcome Service Culture barriers
• Limited education in Service Management
• Poor recognition of critical services
• The need for a balance between costs and quality
• Complies with requirements for BS5750 and ISO9001 quality standards.

Using ITIL delivers the following benefits to an IS organisation:

• Learning from the past and improving quality
• Comprehensive, consistent and coherent processes
• Business focus
• Improved control of services
• Increased productivity.

2.2The CCTA Role

The CCTA is an agency of the UK government's Cabinet Office; CCTA has taken a lead in bringing public and private sector organisations together to develop world class methodologies for IT Management, including PRINCE for project management; SSADM for systems analysis and design and ITIL for IT service management.

The IT Infrastructure Library remains the only comprehensive, non-proprietary, publicly available set of guidance, making it a unique and valuable product. The IT Infrastructure Library documents best practice for IT service management. Best practice being determined through involvement of industry experts, consultants and practitioners. The Library provides a systematic approach to help organisations deliver well managed IT services in the face of financial and time constraints, more exacting user demands and the growing complexity of information systems.

2.3Key Service Management Processes

The key Service Management processes within the ITIL approach are:

1. Availability Management
2. Capacity Management
3. Cost Management
4. Contingency Planning
5. Service Level Management
6. Help Desk Management
7. Change Management
8. Problem Management
9. Configuration Management
10. Software Control & Distribution.

1. Availability Management - deals with the planning, implementation and management of IT services to meet the business availability targets stipulated in the Service Level Agreements. This will include:

• Defining and implementing resilience into the infrastructure to support availability targets
• The contractual conditions with 3rd party suppliers regarding maintainability and reliability of parts of the service they support
• Security - ensuring that relevant services are available only to authorised personnel.

2. Capacity Management - is concerned with having the appropriate IT capacity and making the best use of it. This is just not about ensuring you have enough capacity but ensuring you do not have too much thus incurring unnecessary cost. The main benefits of Capacity Management are reduced risk to business services from performance problems; increased efficiency from installed resources by using performance management, impact assessment when modelling new applications or enhancements to quantify the effect of their implementation into production.

3. Cost Management - The use of Cost Management lays the foundation for running IT services as a business unit, which is not only customer led but also accountable, cost conscious and forward looking. Cost Management is made up of two elements, Costing which is the process of determining the true cost of providing IT services and identifying where and by whom the resources are being used. Charging is the process of recovering costs from the customer on an equitable basis.

4. Contingency Planning - is concerned with reducing the vulnerability of the organisation to threats to the IT services and ensuring that if a disaster occurs that IT services can be recovered as required by the business. This takes the form of a plan of action when a disaster occurs and allows the recovery to be performed in a controlled manner. This plan should sit as part of the overall Business Continuity Planning process.

5. Service Level Management - is concerned with managing the quality of IT services and setting up and maintaining Service Level Agreements between the IT service providers and the customer. Service Level Agreements provide both parties to the agreement with a clearer view of requirements and responsibilities, they set performance targets and the metrics that will provide evidence of service levels being met. This function includes the production of the Service Level Agreements, service-reporting packs, and liaison with the business to review performance against Service Levels, review and agreement of Service Level Agreements

6. Help Desk Management. The Help Desk is the focal point for anyone who needs to contact the service provider because there is, has been or needs to be a variation in the normal level of service provided. The help desk can be central or distributed but will use a central database, key functions will be to log all calls, prioritise, manage escalation/communications and provide management information. Depending on the type of help desk the operatives may or may not resolve incidents. The Service Centre (Level 1) is the focal point for anyone who needs to contact the service provision team because there is, has been or needs to be a variation in the normal level of service provided. This process includes the handling of all calls into the Service Desk (Level 1) whether they are resolved by the Service Desk or escalated through to Technical Support (Level 2).

7. Change Management (Technical) - Change Management is about ensuring that all changes to the IT infrastructure are assessed for their impact, costed, authorised and planned thus providing full control over all changes. ITIL recommends a single centralised change management system for the whole of the IT infrastructure.

8. Problem Management. The objective of Problem Management is to minimise the impact of incidents and problems and to reduce the number of avoidable or recurring incidents. The main components of Problem management are restoring the normal service when it goes wrong, getting to the root cause of incidents, correcting problems and providing management information on incidents and problems.

9. Configuration Management. Configuration Management is a discipline that can be used to register, control and manage all components of an IT infrastructure. This enables the tracking and control of infrastructure costs, management of assets, identifies components for impact assessment, progression and regression, and a single centralised, accurate source of information.

10. Software Control & Distribution - The main objective of Software Control & Distribution (SC&D) is to contribute to the provision of quality IT services by ensuring that all software assets of the organisation are securely controlled and that only correct versions of authorised software, appropriately tested are in live use. This is done by ensuring that the software:

• has the right functionality
• is in the right place
• is legal and virus free
• is secure and protected from loss

• is available at the right time.

2.4More Information on ITIL

The World Wide Web has several sites devoted to the topic of ITIL. Below are details of some of these sites:

• ITIL Homepage -
• itSMF Homepage -
• CCTA -
• ULTRACOMP -
• Pink Elephant -
• Sysop Training -
• Everything you wanted to know about ITIL -
• Prolin - ITIL compliant software vendor -
• Help Desk User Group -

3Change Management BackGrOund

3.1Change Management Overview

Copy the introduction from the ITIL manual.

Changes are a natural part of any organisation, and Change Management makes sure that they are properly evaluated and controlled. Reasons for change include:

• Solving problems raised by Incident or Problem reports
• Responding to user requests
• Introducing new components
• Upgrading components
• Responding to changed business requirements or directions
• Responding to new or changed legislation
• Introducing a new product or service.

3.2Setting up Change Management

The Change Advisory Board will need to include some of the following individuals:

• The Change manager (also the chair of the meetings)
• Customers
• Developers
• IT service teams
• Problem solvers
• Others affected by the change.
• Urgent changes WILL require special arrangements.

3.3Change Management Responsibilities

Change Management should operate at every stage of the software development life-cycle. It involves:

• Processing Requests For Change
• Change scheduling
• Change building
• Change recording
• Implementation.

Processing Requests For Change. These are assessed for the impact they will have – their criticality, cost, benefits and impact on the overall live environment. Changes are then prioritised and authorised.

Change Scheduling. This is most successful where:

• Target releases are used to implement approved changes
• Releases are kept to manageable proportions
• Changes are planned well in advance
• Changes come within available budgets. Delays can push changes over-budget and result in rescheduling
• Changes schedules issued – and kept to.

Change Building. Authorised changes are passed on to technical staff who build the change. There should be documented back-out procedures before the change is carried out.

Change Recording. Change Management keeps a record of all changes by logging, tracking and reviewing them.

4REQUIREMENTS

5Detailed Standards

5.1ITIL Processes Coverage

5.2Roles and Responsibilities

5.3Specific Distribution IS Processes

5.4Tools and Techniques

5.4.1Software Tools

5.4.2In-house Produced Scripts and Automated Processes

5.5Data Gathering and Metrics

5.6Standard Tasks & Checklists

5.6.1Daily Tasks

5.6.2Weekly Tasks

5.6.3Monthly Tasks

5.6.4Longer-Term Analyses

5.7Reporting of Results

5.8Links to other Key Areas

5.8.1Service Management

5.8.2Disaster Recovery

5.8.3Business Continuity

5.8.4IT Planning

5.9Documentation

6Recommendations

File: I.07 Change Mgmt.doc / Author: Mike Capewell
Version: 0.1 Draft / 1 of 1 / Date: 24/10/18