INFO: Overview of Change Management

Change Management - Overview

Enterprise IS Change Management is committed to minimizing the impact of change-related incidents on service quality, and improving the day-to-day operations of the Partners organization. The Change Management process implemented at PHS is geared to ensuring that we have adequate review, communication, and analysis of all changes affecting the organization, as well as a process for reviewing the overall change management strategy. Major components of our change management process include our review boards, our classification of changes into change types and subtypes, and trend reporting.

 

Review Boards

Change Advisory Board (Operational) – Meets every Wednesday to reviews all changes, with the exception of routine Minor changes, prior to implementation.

Change Evaluation Board (Strategic) – Meets every other week to oversee the change management strategy and planning efforts of Major changes impacting the enterprise. The CEB is comprised of IS senior management. 

 

Change Subtypes

Use this field to assess the lead-time and review requirements for a change based on a combination of the impact and risk. Change Subtypes are as follows, based on the Change Subtype Matrix: 

  • Minor
  • Significant
  • Major
 Change Subtype Matrix

Risk

Impact

 

Department

Site

Enterprise

Low

Minor

Minor*

Minor*

Medium

Minor

Significant

Significant*

High

Minor

Major

Major

 * Local technical team must be in agreement with risk assessment or change must be clearly routine.

For details on how impact and risk affect the Change Subtype, click here.

 

Change Types

The combination of the Change Type and the available lead-time allows us to classify changes into the following Change Types:

  • Normal – Changes that allow for adequate lead-time based on the Change Type.
  • Expedited – Changes that do not allow for adequate lead-time.
  • Emergency – Changes with less than 30 minutes lead-time or in the past. Typically to resolve a service interruption (Incident).
  • Pre-Approved - The Pre-Approved change type was recently introduced to provide a template for introducing low-risk, routine changes to the Partners environment.

 

Trend Reporting

Best practice change management looks to increase the instances of Normal change types. Reports are reviewed during CAB and CEB meetings to analyze trends of Expedited and Emergency changes by project, team, or individual.

An example of the key metrics reported is shown here. Note that the associated dashed line for each metric indicates the overall trend.

 

 

A description of each line is as follows. 

  • Green line () – Indicates total number of successful changes. The Change Management process attempts to get this as close to 100% (top of the chart) as possible.
  • Blue line () – Indicates the number of changes closed by the system. Best practice would be for users to close changes, not the system. The Change Management process attempts to keep this trending downward, implementing features such as a one-click to close successful changes.
  • Black line () – Indicates the number of changes awaiting approval. Generally, this number should be low and constant. Any upward trend should correlate to an increase in total number of changes.
  • Yellow line () – Indicates the number of Expedited changes. Expedited changes do not allow adequate lead time for the associated change type. As such, the Change Management process attempts to keep this number trending downward.
  • Red line () – Indicates the number of Emergency changes. Emergency changes allow less than 30 minutes of lead time. Emergency changes should be limited to changes needed to resolve service interruptions. As such, the Change Management process attends to keep this number trending downward.
  • Brown line () – Indicates the number of Emergency changes not related to Major Incidents. Best practice Change Management looks to limit Emergency changes to Major Incidents only. Accordingly, this number should be as close to zero (0) as possible.
  • Purple line () – Indicates the number of Major incidents caused by a change. The Change Management process attempts to keep this number as close to zero (0) as possible.

The purpose of the review is to ensure trending is moving in the proper direction and to encourage the use of Normal changes.

 


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