Transformation Update: ITIL Rollout Plan - End User Performance Support Needs Assessment - AITR CE 070830

1
ITIL Change, Configuration, Release
Processes Staged Roll Out Plan
2
Revised Change, Configuration, Release (CCR)
Rollout Overview

• Objectives
• Update CCR rollout plan to address specific
  agency concerns
• Mature the CCR processes internally within ITP
• Allow adequate time to develop effective agency
  to ITP change management interface
• Optimize rollout stages for ITP change management
  and full agency integration
• Stage 1 ITP Infrastructure Change Management
• Objective To create a solid following and
  adoption of ITIL processes within the
  partnership.
• Consists of six distinct phases (a f)
• Participation levels increase as processes mature
  over time
• Scheduled to be phased in throughout 2007
• Stage 2 Agency Change Management Integration
• Objective ITP infrastructure changes and agency
  application changes requested before moving to
  production infrastructure
• Consists of three main phases (pilot, feedback,
  agency by agency rollout)
• Scheduled to commence pilot in January 2008

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The objective of Stage (1) is to create a solid
following and adoption of ITIL processes within
the partnership
Stage (1) IT Infrastructure Partnership
Implementation
Pilot
Go Live
ITIL Compliant DOC/DGIF CAB participationd
Internal Change Management No agency CAB
representation c
ITIL Compliant all agency CAB representation e
Deployment a
Feedback b
Feedback f
Continuous Feedback from employees, agencies and
KPIs
STAGE (1) Infrastructure Changes only No
Agency change submission. ITP will continue to
use any existing agency change management
process, in addition to the new ITP process a,
b Pilot with ITP employees supporting (DOC,
DGIF) Convene CABs internally c Internal
Change Management Rollout to all ITP staff
Convene CABs internally. Changes communicated to
agencies via existing process. d, e ITIL
Compliant Change Management Rollout the CAB to
all agencies f Gather feedback and analyze
KPIs
Phase I Change, Config, Release
09/03/2007 --- 09/28/2007
10/01/2007 --- 10/26//2007
Start 08/06/2007 --- End 08/31/2007
Start 10/29/2007 --- End 12/21/2007
Time
08/06/2007
12/21/2007
4
What is the role of the Change Advisory Board
(CAB)?

• The CAB provides advice to the Change Manager
  regarding the Change Request
• Members of the CAB are chosen based on the nature
  of the Change Request and the IT service that the
  change will impact. CAB members include the
  change submitter and all the stakeholders that
  have responsibility for a component of the
  impacted IT service, and they act in an advisory
  capacity.
• The CAB evaluates the impact and risk of pending
  changes to IT Services and the production IT
  Infrastructure.
• The Change Manager is the chairman of the CAB and
  evaluates the Change Request based on advice from
  the CAB members. When there is non-concurrence
  the Change Manager will manage the escalation
  process.
• Not all classifications of Change Requests
  require a CAB. CABs are required for changes
  classified as Major, required for Minor changes
  with a high priority and never required for
  Standard changes. Emergency changes require the
  immediate meeting of an Emergency CAB that
  includes the ITP Change Manager and a pre-named
  Agency stakeholder.
• The ITP will schedule time with each Agency to
  detail the members of the Emergency CAB or CAB.

5
The objective of Stage (2) is to implement Phase
I processes with all agency employees over a
period of time
Stage (2) Agency Change Management Integration
Go Live
Pilot
Deployment a
Feedback b
Scheduled Deployment c
Continuous Feedback from employees, agencies and
KPIs
STAGE (2) ITP Infrastructure Changes and Agency
Application Changes Requested before moving to
Production Infrastructure a Pilot with ITP and
Agency employees Convene CABs with Agencies b
Gather feedback c Begin scheduled rollout of
ITIL processes to all agencies. Gather continuous
feedback.
Phase I Change, Config, Release
Start 01/07/2008 --- End 01/31/2008
Start 02/04/2008 --- End TBD/2008
01/07/2008
TBD/2008
Time
6
Agency Change Management Integration Planning
Focus Group

• Objectives
• Achieve a common understanding of the ITP change
  process vocabulary
• Lay the foundation to achieve mutual objectives
  of stability and flexibility of IT services
  through a collaborative effort with select COV
  agencies doing software development
• Create awareness and validation of ITP agency
  change management integration process,
  procedures, tools, approach
• Estimate typical agency change management
  Integration duration
• Understand the change management needs concerns
  of agencies participating in the focus group
• Determine what is required to obtain maximum
  participation with agency change management
  integration
• Incorporate lessons learned into plans, approach
  and tools for Stage 2
• Approach
• Facilitated workshop format with clearly defined
  objectives, agenda, roles, meeting norms.
• X number of weeks before start of Stage 2 (agency
  change management integration pilot) in January
• Select 5-6 agencies performing software
  development to participate no more than 10-12
  participants

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ITIL Change, Configuration and Release Staged
Implementation Plan
Stage (1) IT Infrastructure Partnership
Implementation
Stage (2) Agency Integration
Pilot
Pilot
Go Live
Phased Go Live
Internal Change Mgt c
Agencies use CAB d
Phased Deployment c
Deployment a
Feedback b
Deployment a
Feedback b
Feedback e
Objectives of Stage (2) ITP Infrastructure
Changes and Agency application Changes Requested
before moving to Production Infrastructure a
Pilot with ITP and Agency employees Convene
CABs with Agencies b Gather feedback c Begin
phased rollout of ITIL processes to all agencies.
Gather continuous feedback
Objectives of Stage (1) Infrastructure Changes
only No Agency change submission. ITP will
continue to use any existing agency change
management process, in addition to the new ITP
process a, b Pilot with ITP employees
supporting (DOC, DGIF) Convene CABs without
Agencies c Internal Change Management Rollout
to all ITP staff Convene CABs without
Agencies d ITIL Compliant Change Management
Rollout the CAB to all agencies e Gather
feedback and analyze KPIs
Phase I Change, Config, Release
08/06/2007
TBD/2008
Time
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Channels for additional information

• Sources for more information about ITIL
• Go to http//www.vita.virginia.gov/itpartnership/d
  efault.aspx?id455itil
• COIN meetings
• Publications (e.g. Network News, IT Partnership
  Web site)
• VITA Transformation POC
• ITIL Change Champions

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Questions