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Flinders University


Change Management Procedure for Master Change Records

Controlled Document

Owner: Change Manager


Author: Lee Crawford/Mark Carrocci
Version: 0.2

TABLE OF CONTENTS





1.0DOCUMENT CONTROL 4

1.1Document History 4

1.2Document Review/Approval/Implementation 4

1.3Document Sign-off 4

1.4Document Distribution following Sign-off 4

2.0INTRODUCTION 6

1Purpose 6

2Definition 6

3Objective 6

4Related Primary Document 6

5Scope 6


6Assumptions 7

7Competency/Training 7

8Change Manager 9

9Change Initiators 9



10Change Advisory Board 10

  1. DOCUMENT CONTROL




    1. Document History


      Version

      Date

      Summary of Change

      Author

      0.1

      19.03.15

      First Draft

      Lee Crawford/Mark Carrocci

      0.2

      19.03.15

      Updated following document review

      Lee Crawford/Mark Carrocci
































































































    2. Document Review/Approval/Implementation


      Name

      Service Area






























    3. Document Sign-off


Name

Service Area

Date





















    1. Document Distribution following Sign-off


NOTE: This document will only be distributed to the following.


Name/Group

Service Area














  1. INTRODUCTION

1Purpose


This document details the lifecycle process for the Change Record type: “Master Change Record” (MCR). This Change Record Type is used to formally capture and communicate delivery details for the project work it describes, including its’ planned implementation date and associated risk, impact and urgency. In addition, the MCR is updated at specific points during the lifecycle to reflect its’ progress, authorisation, implementation and closure.

2Definition


A MCR captures the end to end lifecycle of a project or programme of work.

3Objective


  • To define the lifecycle of an MCR, its’ key stages, approval requirements, updates and closure prerequisites.

  • To define the Functional Areas and Process Owners involved in each stage of supporting the process, including any related processes and sub-processes.

  • To describe the appropriate context in which an MCR should be raised, as opposed to those associated with any other Change Record type.

  • To describe the escalation procedure relevant to the MCR process.



4Related Primary Document


This procedure supports the implementation and delivery of the Change Management process as defined in the Change Management Charter.

5Scope


The scope of the process covers all Major Project and Programme work resulting in hardware and/or software deliverables implemented or otherwise supported by Flinders University. Any work of this type initiated or completed without an MCR is therefore “out of process”, considered to be “at risk” and subject to normal Change Management process strictures.

6Assumptions


  • That this process is owned and maintained as part of the Change Management process.

  • Governance requirements will be met through existing Change Management arrangements.

  • Responsible and/or accountable bodies identified in the RACI chart have their own, separate processes for fulfilling their responsibilities/accountabilities. The processes of the responsible/accountable parties are beyond the scope of this document but will be referred to when known.


7Competency/Training

Based on the activity details outlined in this document, staff must be sufficiently competent to carry out this procedure; or, as part of their personal development plan (PDP), undertake the necessary training outlined in the table below.




Competency

Training and Development Method

Knowledge of the following processes:

Change Management, Configuration Management




Self-study (reading)

Awareness raising through shadowing




Knowledge of this procedure

Self-study (reading)

Awareness raising through shadowing



Operation of Assyst

Self-study

Training Courses



Influencing Skills

Learning and Development Training Course

Knowledge of SLAs

Self Study of SLA documentation on document management system

Technical Training relevant to Internal Resolving Group

Coaching

Learning and Development Training Course



Self-Study



  1. ROLES AND RESPONSIBLILITES


This section outlines the key roles involved in delivering this procedure and summarises the associated activities each key role is responsible for.

8Change Manager





  • The Change Manager is the process owner and is responsible for its effective operation, maintenance, for the day-to-day execution of the process and managing the schedule of work within.

  • Effective development, implementation, maintenance and communication of policy, process, procedures and working practices.

  • Chairing weekly CAB.

  • Resolving change scheduling issues, managing any rescheduling requirements.

  • Maintaining the Forward Schedule of Change (FSC).

  • Managing issues arising from change conflict.

  • Identifying and managing exceptions and deviations to the standard process.

  • Identifying who should participate in the impact assessment of change.

  • Providing training and guidance when necessary.


9Change Initiators





  • Accountable for the individual changes they raise in terms of quality and implementation success.

  • Responsible for change from planning to successful implementation

  • Providing detailed change record and ensuring:

    • Prerequisites for the change are considered and completed.

    • Approval sought for any service level impacts.

    • Assigning correct change risk and impact.

    • Informing affected support areas of the change details.

  • Avoiding conflict with other changes.

  • Obtaining appropriate resource for all tasks. Ensuring an appropriate communication plan to ITS staff, business owners and customers is implemented

  • Ensuring pre-live testing carried out.

  • Ensuring change is authorised, attending any review meeting as required.

  • Ensuring any rejected changes are amended and in a fit state prior to resubmission.

  • Planning the change within the required lead times.

  • Inputting to post change review process.

  • Where the Change Initiator is the Service Owner (as identified in the Service Catalogue), liaise with the Client to negotiate any required service outage.

  • Update the CMDB as necessary.


10Change Advisory Board





  • Ensure appropriate risk and impact analysis has been undertaken by considering the accuracy and appropriateness of the change details in conjunction with individual knowledge and expertise of the production environment and in light of any existing problems and other scheduled changes.

  • Ensure that the change has been communicated effectively to the business.

  • Ensuring any support for which they are responsible is available for implementation/monitoring of the change.

Participating in post implementation reviews.

PROCESS WORKFLOW


  1. PROCEDURE ACTIVITY DETAILS





Activity Name

Designated Role

Activity Details

Planning Stage

Change Initiator

  • Initiator raises and schedules the Master Change Record (MCR) in the Assyst tool

  • Details the change information, live Implementation date for a given Project or Programme Phase.

  • Describes associated risks, impact and business priority, business cases and business approvals..

  • Ensures all related change requests are managed through the Change Management RFC process.

  • Ensures all directly related RFCs from all Flinders ITS teams are linked/captured within the Master Change Record

Verification Stage


Change Management

  • Review and verify RFC to ensure enough information is provided and that it is correct.

  • Make any amendments necessary to clarify the RFC

  • Check the schedule time of change and the configuration item being changed (e.g., does not conflict with other changes in the system)

  • Change Management confirms all information is correct and if any anomalies discusses with Change Initiator.

Assessment Stage


CAB

  • The CAB review the MCR submission received to ensure that all delivery risks have been addressed and that there are no existing or emerging operational activities that would adversely impact implementation

Set status to “Approval” CAB Approved


Workflow / Change Management/ CAB

Implement Change


Workflow / Change initiator/ IRG

  • If approved toolset moves the MCR to Implement Status.

  • Workflow generates a notification to let the Change Initiator know that the MCR has received approval.

  • The change initiator will be responsible for ensuring the Master Change Record is updated with the most current and up to date information throughout the project

  • The change initiator will be responsible for ensuring all related changes go through the change Management process.




PIR completion

(if applicable)



CAB/

Change Team / Change initiator/ IRG



  • A Post Implementation Review is undertaken to confirm that the project was completed. The MCR is updated and closed on the toolset.








Flinders University Change Management Procedure for Master Change Records (Controlled)

13/12/2016 page of

Version: 0.2


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