Group Information Technology

Change Approval Board (CAB)

Document Tracking

Table of Contents
Terms of Reference ....................................................................................................................................... 2 Key Performance Indicators for Change Management ......................................................................... 4 Membership .......................................................................................................................................... 4

Quorum.................................................................................................................................................. 5 Appendix ........................................................................................................................................................ 5 Change Management policies and approvals .............................................................................................. 5 Roles and Responsibilities summary ............................................................................................................ 5 Management Reporting................................................................................................................................ 6 Service Levels ................................................................................................................................................ 6 Change Classification .................................................................................................................................... 7 Normal Change .......................................................................................................................................... 7 Standard Change ....................................................................................................................................... 7 Emergency Change .................................................................................................................................... 7 Key definitions .............................................................................................................................................. 7 Change ................................................................................................................................................... 8 Incident .................................................................................................................................................. 8 Service Request ..................................................................................................................................... 8 Problem ................................................................................................................................................. 8 Process Quality.............................................................................................................................................. 8 Process Goal .............................................................................................................................................. 9 Process Scope ............................................................................................................................................ 9 Ownership ................................................................................................................................................. 9

Terms of Reference
This group will undertake the review and approval of change requirements on the IT environment. The Group will be chaired by the Change Manager who will report to Project Board to ensure operational and specific need is managed within time, cost, no interruption or anticipated interruption to the production environment. The purpose of change management is to ensure that all changes are recorded, evaluated, authorized, prioritized, planned, tested, implemented and documented in a controlled manner.

The primary reasons for establishing a clear, consistent and repeatable Change Management process within SCR project are to: Increase the level of consistency and control over Changes Increase the visibility of Changes implemented Reduce the volumes of Incidents raised as a consequence of Changes Increase the stability of the infrastructure and systems Improve the level of management information around Changes Improve staff utilization

The primary role of the Change Approval Board will be to review and advice on proposed Changes. The Change Manager will chair the CAB which is made up from Senior Management from IT and the business. This group will review and assess the submitted Change Request and advice of which changes should be approved and on the scheduling of the changes. The attendees of the CAB may vary as necessary to include members to discuss specific issues affecting the changes. CAB meeting will be hosted on a Tuesday of every week. 1. Standard Change - This is a change to a service/ infrastructure e.g. software upgrade / dot net installation. 2. Emergency Change - This is a change required to repair an error in an IT service that is negatively impacting the business e.g. bugs within software. 3. Normal Change - This is a change not done before so the impact of change is unknown and this is progressed using change procedures e.g. NCASP/CRS dataset changes.

The Normal Change process steps include: Create and record Change Request Review and filter Assess and Evaluate Authorize Plan update Co-ordination of Implementation

Review and close

The Project / IT lead will raise the Change Request through the IT Help Desk. Each Change Request will detail a single change with sufficient detail to ensure the implementation team and the CAB understands the requirements. The CAB will review and filter any incomplete / multiple requests in the Change Requests the requester will be informed of the reason for rejection at this stage. Assessment will take place using the 7Rs Raised; Reason; Return; Risks; Resource; Responsible; Relationships. The CAB will agree authority of change; this will include a review against business risk, financial implications and scope of change. There will be a right of appeal and the requesters lead should appeal to the Change Manager. Approved changes documented the IT Help Desk, Implementation Plan and work packages updated Approved Change Request passed to technical team Change Management co-ordinates changes. Recovery procedures prepared (to return to known state if necessary) Changes tested Implementation schedule agreed to ensure least impact on live services. Post implementation review Changes checked against objectives Related incidents, problems dealt with and closed Lessons learnt

Key Performance Indicators for Change Management

1. Total number of changes implemented to service which meet the requesters agreed requirements. 2. Reduced cost to the business of unavailability due to a higher success change rate. 3. Reduction in disruptions, defects, rework due to improved impact assessment. 4. Reduction in unauthorized, unplanned, failed, emergency changes. 5. Reduced backlog of changes

Membership
CAB Role Name Job Role

The following members will be required to attend whenever there are changes lined up for their respective territories or ; Country IT Managers Change Requesters Department Heads

Quorum
At least one of the nominated persons per Cancer Network must take part in the CAB meetings / forum. If a nominated person is unable to partake then a deputy must be appointed.

Appendix
Change Management policies and approvals
This section defines the standard policies and approval levels that exist for each category of Change. These policies will be enforced by the Change Manager and the CAB to ensure that the Changes are implemented in a way that minimizes the risk to the production environment. Adherence to Terms of Reference by Change Approval Board Standard Change - For each standard change, approval will be provided by the Change Manager and Senior Change Manager. This is a change to a service/ infrastructure e.g. software upgrade / dot net installation. Emergency Change - For each emergency change, approval will be provided by the Change Manager and CAB members. This is a change required to repair an error in an IT service that is negatively impacting the business e.g. bugs within software, replacing faulty infrastructure component. Normal Change - This is a change not done before so the impact of change is unknown and this is progressed using change procedures e.g. dataset changes / changes to look and feel of software/hardware, new system/service commissioning.

Roles and Responsibilities summary

This section summarizes the roles and responsibilities that are part of the Change Management process. Role Responsibilities
Review Change requests for completeness and validity Assign Change priority Approve and schedule normal changes Schedule and submit Change Requests to CAB Perform Change notification for Standard and Emergency Changes Perform post implementation change reviews Create Change request Build and implement Change Complete testing, implementation to agreed plan Update the Change record with Change progress Review, advise normal changes Review implemented Changes for completeness and accuracy Approve and schedule normal changes Manage changes as per direction from Change to: Perform Change notification to CAB and Service Managers

Change Manager

Change Requester

CAB member

IT Service Desk

Provide regular and timely updates to all stakeholders on the status of the change during the implementation window.

 Ensure a PIV (Post implementation verification) is done to ensure the

implementation is completed as per schedule. Coordinating with the Primary Implementers to advise all stakeholders in the event of any potential outage that arises from the implementation of the change. The Primary Implementers to advise all stakeholders in the event of any extended implementation duration of the change. Document any problem that occurred during the change implementation.

Management Reporting
Standard reporting will be produced that provides both qualitative and quantitative information around the Change Management process. The following table highlights some of the reports that will be produced by the IT Service Desk. It will be the responsibility of the Change Manager to ensure that the following reports are produced.
Report Name Change volumes Description Number of Changes registered by category and priority / Network Number of Changes implemented by category and priority Number of Changes rejected by the Change Manager Average time taken to implement changes by category and priority Frequency Quarterly Objective To understand growth and Change patterns To understand growth and Change implementation patterns Assess quality of the Change requests To indicate where the greater investment of time is spent Indicate the quality of the Change implementations

Implementation volume

Quarterly

Change rejections Change implementation time

Quarterly

Quarterly

Change failures

Number of Changes that failed

Quarterly

Service Levels
Service levels are essential to help with the balancing of workloads and also to ensure that support is provided based on customer expectation. Service levels exist per priority and will be reported against quarterly via the Service / Function Manager. Key definitions

Lead time: Response time:

The minimum amount of time required to implement the Change, measured from registration of the Change through to implementation. The time taken from registration of the Change to Approval

Change Classification
The priority assigned to a Change will influence the activities performed in implementing the Change, the level of control around the Change and the timing of implementation. The priority assigned is part of the Change Classification. The priority will be established by assessing the Impact and Risk levels associated with the Change, assigning a value to each, from which the priority can be identified. This section provides the definitions in order for the priority to be assigned. In addition, this section provides definitions for Emergency and Standard Changes. The Change Manager will be responsible for reviewing and approving the classification of all changes.

Normal Change
The classification of a Normal Change is a change not done before so the impact of change is unknown and this is progressed using change procedures via the Change Approval Board.

Standard Change
A standard change is classed as a pre-approved change that follows a standard model. Standard Changes are indicative of low risk, iterative changes that can be implemented with confidence of not disrupting the business operation. An approved list of standard changes will be maintained by the Change Management team.
Examples of Standard Changes are: Routine maintenance (change of hardware components, software standards or configuration) Deployment of a Software upgrade

Standard Changes will be reviewed by the Change Manager and the Senior Change Manager.

Emergency Change
The classification of Emergency Change allows for Changes with specific time drivers to be implemented efficiently.
Specifically, an Emergency Change is defined as a Change that is required: To Implement a fix to an Incident that is directly impacting the business operation

Key definitions
The key definitions that relate to Change Management, Problem Management and Incident Management are as follows:

Change
A Change is defined as the addition, modification or removal of any network, server, desktop, application and system software. In particular a Change would include:
A modification of a live application and system software The addition of a new application and system software Scheduled maintenance to a network component, server or application software An office move of more than 5 people Addition of new network component, server, desktop and printer Disposal of a live network component, server, desktop and printer

Incident
An Incident is defined as an IT related event that is not part of the usual IT service provision. In particular an Incident can be:
A deviation from the normal operation of an IT Service that impacts the business. e.g. internal network failing or too slow Request for help concerning the usage of an IT Service e.g. Application bug preventing User from working A complaint concerning the provision of an IT Service Feedback concerning the provision of an IT Service

Service Request
A Service Request is defined as a user initiated request for the provision of a new service that is not classed as a change to an existing application or supporting infrastructure. Some examples of a Service Request include:
Creation of a new User Account The deletion of an existing User Account Configuration of a printer Office moves (less than 5 people) Note: greater than 5 people would constitute a change

Problem
A problem is identified as a result of multiple Incidents that exhibit common symptoms, or a single significant Incident, for which the cause is unknown.

Process Quality

The purpose of this section is to define some of the operational boundaries from which the Change Management process will operate. In addition, the metrics around how the performance of the process will be measured is also highlighted.

Process Goal
The goal of Change Management process is to ensure that standardized methods and procedures are used for efficient and prompt handling of all Changes, in order to minimize the impact of Change-related Incidents upon service quality. The primary focus of the Change Management process is to safeguard the live environment. Change Management ability to achieve these goals will be measured and be identifiable from the key performance indicators.

Process Scope
The scope of the Change Management process is as follows:
In Scope The scope of this Change Management process covers all desktops, servers, network, systems software, applications and printers that: Are support by the IT Service for the entire Group. The Change Management process does not cover any other services unless expressly agreed between IT Management and Function Heads.

Out of Scope

Ownership
The process owner (Change Requester) is accountable for the change (including testing / quality of the Change Management process).