MSP-10b » Change Management

Service Blueprint Bricks » Managed Services Series

Process Details

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Process Description

Ad-hoc changes made to client IT systems without the proper oversight can result in costly disruptions to IT systems and services.  Change Management is a structured process that ensures IT changes are introduced in a controlled and coordinated manner, minimizing the potential negative impact of the change.  Through the use of "pre-approved" or pre-planned changes, Change Management also seeks to improve the efficiency and effectiveness of routine change implementation.  Change Management is a "governance" process that operates in parallel with other process modules, providing a consistent framework for change planning, review, and approval regardless of the reason for the change.

MSP Module 10b, Change Management,  provides the process framework for managing IT configuration changes in any of three scenarios: Pre-approved changes, Minor changes, and Major changes.  Types of activities involved include change logging, planning, approval, implementation, and closeout.

This module consists of the Module Overview Diagram plus 7 pages of detailed process maps personalized for your company.

Benefits
Components
  • Changes to client systems are executed in an authorized and planned manner, limiting change-related incidents and reducing service disruptions
  • Routine system changes are implemented efficiently and effectively

Included with your first Service Blueprint Brick for a series:

  • Life Cycle Diagram depicting process modules for the service offering
  • Tutorial on "How to read a Service Blueprint"
  • Kaizen-based guide on "How to deploy a Service Blueprint module"

Included with each Service Blueprint Brick:

  • 11x17 and Legal  PDF versions (A3 version for international clients)
  • Detail Report (describing roles, systems, documents, and KPIs for the module)
  • Task Report (listing all of the onstage and backstage tasks in the process module)
  • Personalization with your logo, roles, and service automation systems

Additional features for Service Blueprint Subscription clients:

  • Editable native MS Visio version of the Service Blueprint
  • Accompanying AntFarm tools and templates such as agendas, project plans, planning tools
  • Access to online Service Blueprint training
Objectives
Entry Conditions
Exit Conditions
Process Topics
KPIs / Metrics

The goals of this process are to:

  • Ensure that all changes to IT systems are executed in an authorized and planned manner
  • Limit change related incidents to reduce IT service disruptions to the business
  • Improve the efficiency and effectiveness of routine system changes

At the onset of this process:

  • A change is required for a client system
  • Policy and cost approval have been obtained

Upon completion of this process:

  • Change request is denied by the client and documented in Risk Management (or)
  • Change is implemented successfully
  • Client has been notified of the change results
  • Configuration database is updated
  • Change Service Ticket or Request for Change is closed out (if required)

This process module includes these sub-processes:

  • 10b.01 Managing the Standard (Pre-Approved) Change Catalog
  • 10b.02 Standard (Pre-Approved) Changes
  • 10b.03 Change Logging & Classification
  • 10b.04 Minor Change Planning
  • 10b.05 Major Change Planning
  • 10b.06 Major Change Authorization & Scheduling
  • 10b.07 Change Implementation
  • 10b.08 Change Closeout

These metrics and KPIs provide an indication of process performance:

  • Change Completion SLA Compliance
  • Change Completion Time
  • Change Failure Rate
  • Service Tickets Resulting from Improper Changes
  • Unauthorized Changes Detected
  • Unscheduled Downtime From Changes

Process Overview Diagram