Joined: Mar 12, 2005 Posts: 255 Location: Melbourne, Australia
Posted: Mon Mar 13, 2006 11:01 pm Post subject:
Just quickly - the following should get you started
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
From BS15000-1 the following might also help
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.
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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