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Office of State Finance
Purpose
ITIL Training
Purpose
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Purpose
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Contents
Office of State Finance
Roles
ITIL Training
Roles
Change Request Review Board
Coordinator
Oversight of Change Management process
Coordinate between functional groups and
ensure processes are followed
Service Provider Group
Team implementing change
Responsible for testing change before
implementation
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Roles
Change Request Review Board
Review all requests to make certain
• The change has been authorized by the Service Provider
Group’s manager
• The change is scheduled during normal maintenance
windows or if not, approving variances
• There are no conflicts with other scheduled activities
• If multiple activities are to be performed during the same
window, the activities are coordinated
• Any communications with service users about outages or
impacts are identified and performed
• The change does not conflict with the strategic direction of
OSF / ISD
• Any security issues are identified
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Roles
Request Review Board
Membership
Position / Role Name
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Request Review Board
Schedule
Weekly / Thursdays at 1pm
Agenda
Review outcome of changes scheduled to occur
during week prior to meeting
Review all proposed changes
Determine impact of changes and if customer
notifications will be required
Identify any coordination issues
Approve change and change schedule
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Contents
Office of State Finance
Calendar
ITIL Training
Change Management Worksheet
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Navigation to Public Folders
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Continue to expand the list
by clicking on the + sign
next to All Public Folders,
Office of State Finance,
and then Change
Management. Then click
on the calendar you need
to view or update. Do not
add entries to the main
Change Management
folder.
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Change Management Entry
A customized Outlook form is used to collect appropriate information.
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Creating an Entry
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Data Items
Short Description Title for change. This will appear in the Subject line in the calendar Mandatory
Start Date / Time Date and time the change is scheduled to start. If unknown and the entry is for future Mandatory
changes with undetermined dates, pick a best guess date. It can be altered later.
End Date / Time Instead of entering the duration, enter the date and time you expect to be finished Mandatory
barring no exceptional issues arise. The duration will be calculated.
All Day Event If the event is to last all day (24 hours) check this box
Category Category should be 1 of 3 possibilities: 1) Change, 2) Change: Emergency (use this Mandatory
when we have something we have to do that has not been through Change
Management), 3) Maintenance (All routine or semi-routine maintenance activities
that have the potential to impact services) If you change the Category after initially
setting it, be sure to click on “Clear All Categories” first to clear the field.
Services Impacted Selected from a list of possible services. It is preferable that you do not enter the Mandatory
service here. Switch to the Agencies / Services tab and click on all services
impacted. If the change is location based, ex., circuit or switch down that impacts all
services for an office, select “Based on Location” and include details in the Change
Description.
Product This is a specific product associated with a service. If known, enter. Product table is
still being developed
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Data Items
Short Description Title for change. This will appear in the Subject line in the calendar Mandatory
Will this cause an outage? If this change / maintenance activity will cause an outage to services,
check this box
If outage required, has customer been Generally, the Help Desk will be the ones to check this box after a
notified? Check, if Yes. notification is sent. If the change was negotiated with an agency prior to
implementation, the provider group’s change representative may check the
box.
Detailed Change Description Provide enough detail to support meaningful conversation about the Mandatory
change, its impact, and possible scheduling conflicts.
Change Management Notes A place where we can enter notes during the Change Management
meeting if necessary
Backout Plan If the change fails, how will you back it out?
Contacts: This interfaces with your Contacts list and allows you to enter contact
names of people planning and performing the change. Before you can add
them here, they need to be added to your personal Contacts.
Agencies Impacted Selected from a list of possible agencies. It is preferable that you do not Mandatory
enter the agency name here. Switch to the Agencies / Services tab and
click on all services impacted. If the change is location based, ex., circuit
or switch down that impacts all agencies at a location, select “Based on
Location” and include details in the Change Description.
Change Completed as Planned? Check, If the change was completed within the time allotted and there were no
if Yes severe issues, check Yes.
Change Completed with issues?, Check If the change exceeded the time allotted by more than 20% or went past a
, if yes and explan below hard deadline, check Yes.
Change Results: Record issues that were encountered, if any.
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View of Change Calendars
View your calendars in “Overlay” mode by right clicking the name of
the calendar and selecting “View in Overlay mode”.
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Contents
Office of State Finance
Process
ITIL Training
Process Flow
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Contents
Office of State Finance
Policy
ITIL Training
Change Management Policy