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ITIL :: View topic - CSF's for Change and Release Management
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CSF's for Change and Release Management

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Joined: Mar 13, 2006
Posts: 1

PostPosted: Mon Mar 13, 2006 10:20 pm    Post subject: CSF's for Change and Release Management Reply with quote

I've been tasked with drawing up some Critical Success Factors for Change and Release Management and I'm reaching a bit of an impassse!

Has anyone else got a view on what should be included? I'm starting from a blank canvass!
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Joined: Mar 12, 2005
Posts: 255
Location: Melbourne, Australia

PostPosted: Mon Mar 13, 2006 11:01 pm    Post subject: Reply with quote

Just quickly - the following should get you started Smile

From the ITIL,

Change Management CSFs

  • a repeatable process for making Changes
  • make Changes quickly and accurately (business driven needs)
  • protect services when making Changes
  • deliver process efficiency and effectiveness benefits.

Release Managemnt CSFs

  • better quality software and hardware
  • a repeatable process for rolling out software and hardware Releases
  • implementation of Releases swiftly (business driven needs) and accurately
    cost-effective releases.

From BS15000-1 the following might also help

change Management

  • Service and infrastructure changes shall have a clearly defined and documented scope.
  • All requests for change shall be recorded and classified, e.g. urgent, emergency, major, minor.
  • Requests for changes shall be assessed for their risk, impact and business benefit.
  • The change management process shall include the manner in which the change shall be reversed or remedied if unsuccessful.
  • Changes shall be approved and then checked, and shall be implemented in a controlled manner.
  • All changes shall be reviewed for success and any actions taken after implementation.
  • There shall be policies and procedures to control the authorization and implementation of emergency changes.
  • The scheduled implementation dates of changes shall be used as the basis for change and release scheduling.
  • A forward schedule of change shall be maintained and communicated to relevant parties.
  • Change records shall be analysed regularly to detect increasing levels of changes, frequently recurring types, emerging trends and other relevant information.
  • The results and conclusions drawn from change analysis shall be recorded.
  • Actions for improvement identified from change management shall be recorded and input into the service improvement plan.

Release Managment

  • The release policy stating the frequency and type of releases shall be documented and agreed.
  • The service provider shall plan with the business the release of services, systems, software and hardware.
  • Plans on how to roll out the release shall be agreed and authorized by all relevant parties, e.g. customers, users, operations and support staff.
  • The process shall include the manner in which the release shall be
    backed-out or remedied if unsuccessful.
  • Plans shall record the release dates and deliverables and refer to related change requests, known errors and problems. They shall be communicated to incident management.
  • Requests for change shall be assessed for their impact on release plans.
  • Release management procedures shall include the updating and changing of configuration information and change records.
  • Emergency releases shall be managed according to a defined process that interfaces to the emergency change management process.
  • A controlled acceptance test environment shall be established to build and test all releases prior to distribution.
  • Release and distribution shall be designed and implemented so that the integrity of hardware and software is maintained during installation, handling, packaging and delivery.
  • Success and failure of releases shall be measured.
  • Measurements shall include incidents related to a release in the period following a release.
  • Analysis shall include assessment of the impact on the business,
  • IT operations and support staff resources, and shall provide input to the service improvement plan.

If you formulate a list of say the top five most important objectives for your implementation, from the above, you should get a workable set of CSFs. (Remember they are relative to the maturity level you are aiming for.)
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