what more can be done?

[sach0111]

Hello everyone,
I have to implement change management in an ISP.
Currently they already have RFCs. What more can be added to make it an ITIL compliant change management?? One of the thought that i had was:
Setup a CAB. Atleast comprising of 2-3 people, because it is not a very densely populated office.
Apart from this what else can be done??
All suggestions are welcome
Thanks in advance
Ranjani

[itilimp]

I'd say stand back and review the whole process objectively.

What works well at the moment?
What doesn't work at the moment?

Analyse the RFC metrics. Are there lots of changes going through that need authorising that could be pre-authorised as standard changes?

Are there failed changes being put through on a regular basis because the same issues (perhaps of communication) aren't being addressed?

Are failed changes actually reviewed?

Who is authorising changes at the moment? Are they notifying / seeking input from the right people before authorising a change? (If you don't have a CAB at the moment then putting one together would help facilitate this. How about emergency changes? You need to think about people for the EC/CAB as well)

That's just a few things to get you started, but I'm sure there are a few change managers on the forum here who could add a lot more

[Ed]

Hi Sach0111

I agre with everything that Iilimp has said, in addition, think hard about the composition of your CAB - It can be virtual, if you do not need to meet - ours is at the moment and we also rely on wet signatures.

The CAB needs to be someone from every area that is affected by the Change, including 3rd party suppliers, if you have them. Do not be misled into not including someone who is affected.

Look at the RFCs themselves - is the information at the right level (is it in techie speak or could your mum understand it) Do you have a peer review of the Change to ensure that it is safe - does someone sign off on the business side to ensure that the Change is something you want to do and not just a 'nice to have'?

What about testing - do the implementers have to prove that it has been done, or do you take their word for it?

If you have reviews of Changes look at the questions, arec they pertinent and meaningful or do they need revising.

Do you have a policy document for the Change Management process, and an OLA for the Change Manager?

Just a starter for ten

Regards

Ed

[sach0111]

Thanks a lot for the replies guys,
A major point struck me after reading the replies. They only have RFCs. They dont have any metrics to measure the successes and failures. .....a major setback!!
Thanks once again