Change - LANDesk
Change - LANDesk
Change - LANDesk
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<strong>LANDesk</strong> ® Service Desk -<br />
The Impact of <strong>Change</strong><br />
Why <strong>Change</strong> is Good and <strong>Change</strong> is Inevitable<br />
Andy Parker<br />
EMEA Pre-Sales<br />
October 12, 2010<br />
<strong>LANDesk</strong> Software Confidential
<strong>LANDesk</strong> ® Solutions<br />
2<br />
Power &<br />
Infrastructure<br />
Management<br />
Virtualization<br />
Management<br />
Systems<br />
Lifecycle<br />
Management<br />
Management<br />
Automation<br />
Platform<br />
IT Service<br />
Management<br />
<strong>LANDesk</strong> Software Confidential<br />
Endpoint<br />
Security &<br />
Compliance<br />
Asset<br />
Lifecycle<br />
Management
<strong>Change</strong> Management<br />
What is it?<br />
A bit of ITIL background<br />
Why <strong>Change</strong> is important. Why bother?<br />
What IS a <strong>Change</strong> then?<br />
› RFC / IMAC / Request?<br />
Following a <strong>Change</strong><br />
› Creation<br />
› Impact / Risk Assessment<br />
› Someone call me a CAB!<br />
› Authorization/Approval<br />
› Scheduling and the <strong>Change</strong> Schedule/FSC<br />
› Synchronization and Reconciliation<br />
› Throughout it all …. Communication<br />
How to Start?<br />
3<br />
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Audience Assessment<br />
Do you have any <strong>Change</strong> process defined ?<br />
In <strong>LANDesk</strong> ® Service Desk? Elsewhere?<br />
Do you know/follow ITIL „best practice‟ for <strong>Change</strong>?<br />
Are you an expert (Practitioner/Manager) for ITILv3 and <strong>Change</strong><br />
Management?<br />
Are you None of the Above?<br />
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What is it – part one<br />
<strong>Change</strong> Management is<br />
Process-driven planning, scheduling and verification of <strong>Change</strong>s<br />
to a managed IT environment<br />
Using People, Process and Technology to reduce business<br />
impact of changing IT, whilst still supporting effective IT<br />
management.<br />
Linked to, but distinct from …<br />
› Deployment<br />
› Release Management<br />
› Configuration Management<br />
Part of ITSM / ITIL<br />
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ITSM<br />
Customers<br />
6<br />
the service desk<br />
Incidents<br />
Requests<br />
Management<br />
Problems<br />
CMS/<br />
CMDB<br />
Configuration<br />
Suppliers<br />
<strong>LANDesk</strong> Software Confidential<br />
<strong>Change</strong>s<br />
Releases<br />
IT Dept
Definitions and ITIL Background<br />
<strong>Change</strong>…<br />
“The addition, modification or removal of anything that could have an effect<br />
on IT Services. The Scope should include all IT Services, Configuration<br />
Items, Process, Documentation, etc” Wikipedia Sept 2010<br />
RFC…<br />
“A formal proposal for a <strong>Change</strong> to be made. An RFC includes details of<br />
the proposed <strong>Change</strong>, and may be recorded on paper or electronically.<br />
The term RFC is often misused to mean a <strong>Change</strong> Record, or the<br />
<strong>Change</strong> itself.”<br />
IMAC …<br />
install move add change - Computer-specific change categorisation<br />
An „IMAC‟ is a Computer-<strong>Change</strong><br />
7<br />
Wikipedia Sept 2010<br />
<strong>LANDesk</strong> Software Confidential
<strong>Change</strong>s – What you need to know<br />
ITILv3, 7 things<br />
Who requested, Why<br />
What value/return, Risk, Resources<br />
Who builds + tests + implements<br />
What relationships to other CIs and <strong>Change</strong>s<br />
Simple Summary for <strong>Change</strong> Planning<br />
Value: why do it<br />
Cost: effort involved<br />
Impact: affected systems and services<br />
Risk: what might go wrong<br />
8<br />
<strong>LANDesk</strong> Software Confidential
<strong>Change</strong> Request Types<br />
<strong>Change</strong> request types<br />
Type Description Authorization Example<br />
Standard Common<br />
procedure<br />
Minor Low impact, Low<br />
resource<br />
Significant Some impact,<br />
some risk, more<br />
resources<br />
Major Greater risk,<br />
significant effort<br />
Emergency Significant impact<br />
if not implemented<br />
immediately<br />
…retro <strong>Change</strong>s Oops, I did it last<br />
night<br />
9<br />
<strong>LANDesk</strong> Software Confidential<br />
Pre-approved Password Reset,<br />
Patching<br />
Team Leaders,<br />
Manager<br />
BugFix<br />
Managers New application<br />
install, hardware<br />
move<br />
Business Line<br />
Heads<br />
Key server<br />
replacement or<br />
modification<br />
Team Leader Server bounce<br />
required to fix<br />
major incident<br />
? New Power Supply<br />
had to be fitted at<br />
midnight in Las<br />
Vegas Data<br />
Center.
<strong>Change</strong> Management Key Items<br />
1. Creation<br />
2. Authorization/Approval<br />
3. Someone call me a CAB!<br />
4. Impact / Risk Assessment<br />
5. (Authorization/Approval ... Again)<br />
6. Scheduling and the <strong>Change</strong> Schedule/FSC<br />
7. (implementation)<br />
8. Synchronization, Versioning, Reconciliation<br />
9. Throughout it all …. Communication<br />
11<br />
<strong>LANDesk</strong> Software Confidential
1. Creating <strong>Change</strong>s<br />
From above (Tactical Projects)<br />
From across (Customer requests)<br />
Within IT (CSI / maintenance)<br />
From other processes (Problems, Incidents,<br />
Requests)<br />
Automatically?<br />
12<br />
<strong>LANDesk</strong> Software Confidential<br />
Strategic<br />
Tactical<br />
Operational
Omnipay – <strong>Change</strong> Management<br />
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<strong>LANDesk</strong> Software Confidential
2 - Authorization/Approval<br />
Service Manager<br />
IT Manager<br />
CAB<br />
Business Line<br />
Voting / Multiple<br />
Weighted Approval?<br />
14<br />
<strong>LANDesk</strong> Software Confidential
3 – CAB!<br />
15<br />
Strategic<br />
Tactical<br />
Operational<br />
<strong>LANDesk</strong> Software Confidential<br />
Approves, and<br />
Prioritises <strong>Change</strong>s<br />
Can be physical or<br />
virtual<br />
Not all <strong>Change</strong>s<br />
require CAB approval<br />
CAB<br />
Emergency and Simple <strong>Change</strong>s
4 - Impact Assessment<br />
Users<br />
CI relationships<br />
Services<br />
16<br />
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Risk Assessment – Risk Register<br />
17<br />
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6 - Scheduling<br />
Resource Scheduling?<br />
› ResourceManager demonstration<br />
<strong>Change</strong> Scheduling?<br />
18<br />
› <strong>Change</strong> Calendar<br />
<strong>LANDesk</strong> Software Confidential
OmniPay <strong>Change</strong> Schedule / <strong>Change</strong> Portal<br />
19<br />
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Implementation<br />
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8 – Synchronize, Version, Reconcile<br />
Pot of gold at the end of the rainbow<br />
The end result of good change management<br />
Requires <strong>Change</strong> + Configuration Management<br />
21<br />
<strong>LANDesk</strong> Software Confidential
<strong>Change</strong> and the CMDB<br />
<strong>Change</strong> raised<br />
for Server to be<br />
upgraded from<br />
SP2 to SP3<br />
<strong>Change</strong> Process<br />
commenced<br />
Owner notified<br />
CI updated with a<br />
future version<br />
Past, Current & Future Versions of a CI <strong>Change</strong> date<br />
CMDB<br />
Previous Current Version<br />
Current Future Version<br />
MANAGED<br />
<strong>LANDesk</strong> Software Confidential<br />
Desktop Management<br />
IT Staff<br />
Server Patched<br />
Windows 2003 SP2<br />
Windows 2003 SP3<br />
Unauthorised <strong>Change</strong>s DISCOVERED
Onmipay <strong>Change</strong> Processes<br />
23<br />
<strong>LANDesk</strong> Software Confidential
How to start?<br />
3 words:<br />
KEEP<br />
IT<br />
SIMPLE<br />
Phase<br />
Plan/Roadmap (timeline, milestones)<br />
Have a change manager role<br />
Be pragmatic and realistic<br />
Like all ITSM… It‟s all about people<br />
24<br />
<strong>LANDesk</strong> Software Confidential
Conclusion<br />
Why do it? To manage IT. There is no other way.<br />
Add DIRECTION to CONTROL<br />
How <strong>LANDesk</strong> Service Desk makes it easier<br />
› Visibility<br />
› Consistency<br />
› Integration<br />
Ideas<br />
25<br />
› Scheduling<br />
› Impact and Risk<br />
› Synchronization<br />
<strong>LANDesk</strong> Software Confidential
26<br />
Thank You!<br />
The information herein is the confidential information and/or proprietary property of <strong>LANDesk</strong> Software, Inc. and its affiliates (referred to collectively as<br />
“<strong>LANDesk</strong>”), and may not be disclosed or copied without prior written consent of <strong>LANDesk</strong>.<br />
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<strong>LANDesk</strong> retains the right to make changes to the information herein or related product specifications and descriptions, at any time, without notice.<br />
<strong>LANDesk</strong> makes no warranty for the use of the information herein and assumes no responsibility for any errors that can appear nor does it make a<br />
commitment to update the information contained herein. For the most current product information, please visit www.landesk.com.<br />
Copyright © 2010, <strong>LANDesk</strong> Software, Inc. and its affiliates. All rights reserved. <strong>LANDesk</strong> and its logos are registered trademarks or trademarks of<br />
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others.<br />
<strong>LANDesk</strong> Software Confidential
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