Change Management Policy Blouberg-Books Download

Change Management Policy Blouberg

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All Change Requests must adhere to the BLM Change Management Policy and must therefore follow the process as outlined in the Change Management Process document. Service and infrastructure changes must have a clearly defined and documented scope, desired outcome and back-out plan.



Change Management Policy BLM
Table of Contents
1 Document Control Sheet 4
2 Abbreviations Glossary Term 5
3 Introduction 6
5 Audience 6
6 Policy Objectives 7
7 Policy Statement 7
7 1 Introduction 7
7 2 Directive 8
7 3 Dependencies 8
8 Change Management 8
8 1 Change Analysis 8
8 2 Change Initiation 9
8 3 Change Classification 9
8 4 Change Prioritisation 10
8 4 1 Priority 11
8 4 2 Impact 11
8 4 3 Urgency 12
9 Remediation Planning 13
10 Change Approval 13
11 Change Authorisation Mandate Financial 13
11 1 Change Prioritisation 14
11 2 Change Freeze Periods 14
11 3 Urgent Emergency Changes 14
12 Non Compliance 15
13 Exemption 15
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Change Management Policy BLM
14 Policy Governance and Assurance 15
15 Promulgation 15
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Change Management Policy BLM
1 Document Control Sheet
1 1 Document Information
File Name Blouberg Local Municipality Change Management Policy
Author Matome Sekgala
Creation Date 20 March 2014
1 2 Document Distribution
Name Organization Role
Matome Sekgala ICT Manager Blouberg Municipality Project Owner
M S Netshimbupfe Acting Senior Manager Corporate Services Corporate Services Manager
T M P Kgoale Municipal Manager Blouberg Municipal Manager
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Change Management Policy BLM
2 Abbreviations Glossary Term
Abbreviations Terms Description Definition
Track IT Computer Associates
CAB Change Advisory Board
CI Compliance Inspection
CobIT Control Objectives for Information and related Technology
E CAB Emergency Change Advisory Board
FSC Forward Schedule Change
ISO International Organization for Standardization
ISO IEC 20000 ISO Specification and Code of Practice for IT Service Management
ISO IEC 20000 is aligned with ITIL best practice
IT Information Technology
ICT Information and Communications Technology
ITIL Information Technology Infrastructure Library
ITSM Information Technology Service Management
KPI Key Performance Indicator
BLM Blouberg Local Municipality
MM Municipal Manager
OLA Operational Level Agreement
RFC Request For Change
SIP Service Improvement Plan
SLA Service Level Agreement
SLR Service Level Requirement
UC Underpinning Contract
URL Uniform Resource Locator Universal Resource Locator
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Change Management Policy BLM
3 Introduction
The purpose of this Policy is to set the rules which will apply to all changes and the people
involved in analyzing or assessing building testing or implementing changes The ultimate goal
of the policy is to ensure minimum disruption to the overall business activities of Blouberg Local
Municipality and its entities
The Change Management Process shall be governed by the following guiding principles
Manage information in respect of any modification addition or deletion of a component
in the IT infrastructure systems and documentation which could potentially impact on
BLM to deliver a quality service
This implies that all changes will be logged and tracked in Track IT the ITSM tool at the
The scope of Change Management covers changes to baseline service assets and configuration
items that are under the control of BLM across the whole service lifecycle
System Software
Communications Equipment and Software
Live Applications Software
All documentation plans and procedures relevant to the running support and
maintenance of live systems
Environmental Equipment
5 Audience
This policy applies to all permanent and temporary staff within BLM as well as contractors and
visitors who work and or visit BLM This policy also applies in respect of 3rd party suppliers and
BLM customers clients and their respective personnel who use services provided by BLM in
respect of the communications channel available and the procedures to be followed to bring
issues to the attention of or to submit requests to BLM As such these policy guidelines shall
be referenced in Service Level Agreements and or contracts and applicable sections provided to
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Change Management Policy BLM
6 Policy Objectives
The following are key objectives of this policy
To ensure that the Change Management process is adhered to and in line with ITIL
To standardize Change Management processes throughout BLM
To ensure that BLM provides a world class service to BLM customers and its entities by
maintaining their infrastructure up to the agreed SLA
To ensure that there is minimum downtime experienced for BLM customers and entities
To ensure that all possible risks are considered when approving changes
To ensure that BLM IT infrastructure that is in scope of BLM is protected from
unauthorized and undocumented changes which may be in breach of legal or governance
requirements
To enable effective governance over the Change Management Process
7 Policy Statement
The Policy has been established in accordance with specifications contained in the
ISO IEC20000 2005 Part 1 quality standard and the ITIL Framework best practice approach
7 1 Introduction
All Change Requests must adhere to the BLM Change Management Policy and must
therefore follow the process as outlined in the Change Management Process document
Service and infrastructure changes must have a clearly defined and documented scope
desired outcome and back out plan
Line Managers are responsible for ensuring that the relevant staff members are suitably
trained to support this policy
All Change Management documentation shall be maintained on the BLM portal or file
server which will be communicated by BLM IT
This policy and all supporting documentation must be communicated and made available
to all relevant stakeholders either by formal distribution or by placement on an
accessible portal
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Change Management Policy BLM
7 2 Directive
All changes shall be recorded in Track IT the ITSM Tool and initiated controlled and
implemented within the documented Change Management Process
There will be no exception to this directive unless duly authorised as complete and
comprehensive records form the basis of strategic decisions
Major and emergency changes shall be classified and managed according to the Change
Management Process and with due consideration in accordance with the Change
Advisory Board s CAB process
This policy shall be brought to the attention of all new and existing staff and other
relevant stakeholders
BLM employees shall confirm receipt of and acknowledge comprehension of this specific
policy in writing signature within seven days of employment or within fifteen days of
the broadcast of this policy
7 3 Dependencies
For the successful implementation of this policy the following is required
Senior Management Commitment and Line Managers
Commitment and acceptance to change by all staff
Adherence to Change Management Process and Procedure
Competence awareness and training of all supporting staff fulfilling responsibilities of
the Change Management Process owner
Adherence to all ITIL practices with specific emphasis on Change Management Process
8 Change Management
The role of the Change Management Process is to ensure that new services and changes to
services are assessed approved implemented and reviewed in a controlled manner with
minimum risk to the business
8 1 Change Analysis
Change records must 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 a Service Improvement Plan SIP for improving the service
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Change Management Policy BLM
8 2 Change Initiation
All operational changes i e changes to the live environment need to be requested at
least seven working days prior to implementation
All changes must be a triggered by a properly filled out RFC form and managed through
the documented Change Management Process
o RFC s must be reviewed for completeness by the assigned Change Coordinator
o Mandatory fields in the RFC must be completed or the RFC will not be
considered
o All attempts must be made to complete the applicable optional fields in the RFC
All Changes must be logged in Track IT the ITSM Tool with the RFC form attached
8 3 Change Classification
All changes need to be classified according to how much impact they will have on the
business and service provision Below are some clear definitions of types of changes These
changes will all have different priorities based on assessed urgency and impact levels
depicted further below
Type of Change Description Definition
Minor Changes These usually entail the correction of one or more specific errors and are
often modifications that implement documented emergency solutions
correctly Normally contain small enhancements and fixes some of which
may already have been issued as emergency fixes Usually associated with
an impact classification of Minor
If not deemed to have an Enterprise wide impact these changes must be
considered by the Change Management Process Owner Change
Coordinator and other identified stakeholders
Standard Changes Standard Changes are well known low risk and their implementation
steps are proven and documented As such they don t need formal
Change Management approval for each occurrence
Change Management approval is however needed to classify a certain
type of Change as a Standard Change Standard Changes have their own
process and procedure which is simpler than a normal Change
The list of Standard Changes can be found on BLM portal or file server
which will be communicated by BLM IT
Type of Change Description Definition
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Change Management Policy BLM
Type of Change Description Definition
Urgent Changes Urgent changes must be approved by the Emergency Change Advisory
Emergency Board
Urgent changes are only permitted where when the implementation of
the Change is to resolve or prevent an event or to address identified
security vulnerabilities with a classified impact of Severe and a classified
urgency of Critical
The possibility exists that all Priority 0 changes would be deemed
Urgent but care must be taken to ensure that changes do not get
classified as such to simply fast track implementation since testing is
optional if sufficient time is not available for Urgent changes and
documentation may be done ex post facto
Every Emergency Change must follow the full Change Management
process except for the testing phase which may be skipped ONLY if there
is no time and if it is approved by the ECAB
Major Changes Represent a significant change of hardware and software and which
introduce important modifications to functionality technical
characteristics etc Normally contain large areas of new functionality
some of which may eliminate temporary fixes to problems Usually
associated with an impact classification of Severe Major and
Significant
Major changes must be considered by the local CAB
8 4 Change Prioritisation
Change prioritization will be based on two things
Potential impact associated with the services and SLA s effected Impact
Speed with which the change needs to be effected Urgency
Change prioritization is the sequence in which changes need to be rolled out or
implemented based on impact and urgency as defined below The rationale for this
approach is that although the impact previously severity associated with a particular
change might be high the urgency to have it implemented might be low thus enabling BLM
ICT Office to strategically commit resources and capabilities
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Change Management Policy BLM
Although it is likely that a high impact change will also be urgent this is not always the case
A change may have a high impact on a customer but low urgency if the customer does not
require a solution to be implemented for six months Alternatively a change could have a
high urgency but low impact Equally urgency may change over time for example in 1996
the Year 2000 change had very high impact but not high urgency in 1997 it still had high
impact and was becoming more urgent in 1998 the urgency increased again and so on
8 4 1 Priority
Priority must be associated with the services and SLA s affected or potentially affected
Service level agreements formalize the relationship between BLM ICT Office and the
customer base Changes must be linked with the correct SLA to allow correct
classification according to potential impact of the services customers associated with
the SLA This quickly and accurately establishes the change s urgency and its impact on
the business as the SLA identifies the service s affected the users of that service and
the consequences of service interruption It also records the expected timescales for
return to normal and if specified the arrangements for the invocation of business
continuity planning The following table provides the default association of Impact and
Urgency from which Priority is derived
8 4 2 Impact
This signifies business impact and criticality The impact of a change must be determined
by the effect it has on the business of both BLM BLM ICT Office and the customer
business impact The determination of impact in this way can only be effectively
undertaken in agreement with the business community during the development of the
SLA Factors that must be considered are
The number of customers users affected or could potentially be affected
The extent to which business degradation results or could potentially result
The stage in the business cycle when the change is implemented
IMPACT Definition
0 Severe Any change where the impact could lead to a complete loss of
service or could potentially pose a threat to the integrity of the
whole of LDPW
1 Major A change where the potential impact to service could lead to
o A loss of more than 50 of total capacity or
o A loss of more than 50 of served targets origins destinations
not reachable
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Change Management Policy BLM
2 Significant A change where the potential impact to service could lead to
o A loss of less than 50 of total capacity or
o A loss of all redundancy exposure to complete service outage or
o A loss of a served target origin destination not reachable or
o Material financially penalties impact to BLM
3 Minor A change where the potential impact could
o Degrade the quality of service or
o Affect a small number of individuals or CI s for example a change
to a printer used by a department risk is less because of BLM
experience level in respect of the proposed change this has to be
noted in the SLA
4 Any change that doesn t have any potential to impact directly on
Inconsequential service delivery in respect of existing services to existing
customers such as
o Request for a new service or
o Amendment of supporting documentation or
o A change with a set release mechanism standard change
8 4 3 Urgency
This signifies the urgency of the request This relates to the speed with which a change
needs to be implemented according to its impact
URGENCY Definition
0 Critical Immediate action required Changes if not implemented immediately
will leave of BLM open to huge risk financially and other All Severe
impact changes will have a Critical urgency not all Critical urgency
changes would have a Severe impact
1 High A change that must be implemented immediately but doesn t have a
Severe Impact
2 A change that must be implemented as soon as possible associated
Medium with partial denial of service with an impact on a large number of
3 Low A change that must be implemented as soon as possible associated
with partial denial of service on a limited number of customers or
degradation in the quality of service
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Change Management Policy BLM
4 A change that is not required to be implemented as classified above or a
Scheduled request for a new service
9 Remediation Planning
The Change Management Process should include the manner in which the change is to be
reversed or remedied if unsuccessful
All changes must be approved and implemented in a controlled manner and according
to the documented process
All changes shall be reviewed for success and any actions taken after implementation
A Forward Schedule of Change FSC that contains details of all the changes approved
for implementation and their proposed implementation dates shall be maintained and
communicated to relevant parties
10 Change Approval
All changes shall be approved by the Change Management Process Owner assisted by the
Change Advisory Board where necessary The Change Management Process Owner may decide
which additional people to invite in order to assist the CAB in assessing the change depending
on the nature of the change to be made
11 Change Authorisation Mandate Financial
Change Management Process Owner in conjunction with the Change Coordinator may
approve changes of which the financial impact does not exceed R 50 000 Except in cases
where prior financial authorization has been obtained
The Change Advisory Board may approve changes of which the financial impact does not
exceed R150 000 Except in cases where prior financial authorization has been obtained
Changes of which the financial impacts exceed R150 000 but are less than R200 000 can
be conditionally approved and must be referred to the applicable executive manager for
authorization
Changes of which the financial impacts exceed R200 000 can be conditionally approved and
must be referred to the applicable Senior Manager for motivation and authorization
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Change Management Policy BLM
11 1 Change Prioritisation
All changes must be reviewed after implementation and the results of this review must be
documented in Track IT This review must cover the following
Whether the change met its objectives If not the reasons must be documented and
improvement actions identified
Whether the change stayed within its budget If not the reasons for exceeding the
budget must be documented
Whether the implementation went as planned and if not whether the back out plan
Whether the change has an impact on the customer s business operations
The review period may differ for each type of change For large changes the review period will
typically be longer
11 2 Change Freeze Periods
Change Freeze Periods are imposed in order to protect the IT infrastructure application and or
other business activities from any change activity that may undermine its stability and
Generally speaking ITIL recommends that a change freeze is imposed during business critical
activities these activities are likely to be different for each organization but could include
monthly billing runs monthly salary runs invoice printing batch processing jobs or alternatively
high profile customer facing activities
The change Freeze periods depend largely on what information you have from the business
ideally you would have a calendar of business events well ahead of schedule where you could
identify times and dates when change freezes are required this way everyone knows well in
advance that they will not be able to make changes at that time and can therefore plan around
11 3 Urgent Emergency Changes
All Urgent Emergency changes during these freeze periods must be referred to the Change
Management Process Owner for evaluation and authorization The Change Management
Process Owner can be contacted on Tel 27 15 505 7148 or e Mail
sekgalamatome blouberg gov za
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Change Management Policy BLM
12 Non Compliance
Where non compliance is found necessary steps will be taken to remedy the situation The
remedy may include actions as per the Company s Disciplinary Code and could lead to dismissal
BLM has made huge investment in its infrastructure and cannot allow non compliance to its
Enterprise Governance of which this policy is a part to jeopardize its own investment or the
business enterprise of its customers A culture of Change Management should be created
across BLM ICT Office where there is zero tolerance for unauthorized change
13 Exemption
The Manager IT Municipal Manager s office has the sole right to exempt a person or application from
this policy or part thereof The exemption will be null and void unless
It is in writing
It is signed and dated by the Senior Manager
A record is kept of the exemption
14 Policy Governance and Assurance
Policy Owner Matome Sekgala ICT Manager Blouberg Local Municipality
Date Approved 2014
Approved By T M P Kgoale Municipal Manager Blouberg Local Municipality
Review Date 2014
Policy Contact Matome Sekgala ICT Manager Blouberg Local Municipality
15 Promulgation
This policy was signed into effect on by in
his capacity as This policy will be reviewed annually
Name Signature Date
Date 20 March 2014 Page 15 of 15 Version 1 0


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