ITIL doesn’t speak to the role of the functional manager in IT service change management. And yet, prior to change management, functional managers usually set their team’s rules for changing production.
Clearly defining the role of functional managers in change management will help you implement or improve your process.
Learn how functional managers can help change management become more flexible to the needs of different IT teams without sacrificing quality--such as through defining managers’ authority and their on-going responsibilities, their role in change auditing and enforcement, and the decisions that managers can make within the change management process.
1. People managers in IT service
change management
JOHN BORWICK, MANAGER AND FOUNDER
HIGHER EDUCATION IT MANAGEMENT, LLC
2. John Borwick, PMP®, ITIL® Expert
Wake Forest University,
2003-2012
Director of Service Mgt
PMO Director
Manager and Founder,
HEIT Management
Career goal: Make people’s
lives easier by improving
how higher education IT is
managed.
johnb@heitmgt.com
3. Higher Education IT Management, LLC
One-on-one coaching
Custom engagements
Blog
http://www.heitmanagement.com
4. Agenda
Functional managers’ jobs
Brief change management guidance review
Functional manager buy-in for change management
Functional managers within the change management
process
Q&A
5. People Managers
(or “Functional Managers”)
CIO
Director, Appl
ication
Management
Manager,
Custom
Development
30 people
Manager, App
lication
Support
15 people
8. A Day in the Life of an (IT) Functional Manager
7:45 AM
8:07 AM
9:42 AM
10:17 AM
11:32 AM
1:30 PM
2:45 PM
3:28 PM
4:47 PM
5:35 PM
Text from a sick employee
Boss calls to ask why a server is down
Write status report
Call Bob to follow up on his status report
Surprise budget planning session
Performance planning meeting with Alice
Reply to emails about upgrading servers
Attend virtualization roll-out status update
Begin drafting IT audit response
Receive call from irate customer
9. Sample
Responsibilities, Accountabilities, Authorities
RESPONSIBLE for setting expectations, motivating
RESPONSIBLE for removing roadblocks, knowing
what the team is doing
ACCOUNTABLE for team performance, team
coverage
ACCOUNTABLE for a budget
AUTHORITY to spend money
AUTHORITY to hire and fire
AUTHORITY to approve vacation
AUTHORITY to define intra-team processes
11. Functional managers are the default owner of
unassigned work
Workplace safety
IT service continuity
Informal change approvals
12. Without a formal change management process,
functional managers “figure it out”
“E-mail me before you change production”
“Make sure you talk together before you upgrade
servers”
14. Change management process activities
Create and record RFC
Review RFC
Assess and evaluate change
Authorize change build and test
Coordinate change build and test
Authorize change deployment
Coordinate change deployment
Review and close change record
15. Roles for Change Management
Process owner
Change manager
Change initiator
Change practitioner
Change authority
CAB member
CAB chair
18. Is change management a good or a bad thing?
(from a functional manager’s perspective)
Bad Thing?
Good Thing?
Less control over the
No longer accountable
change process
Extra meetings
Extra work
Keeps staff from doing
their jobs
Mismatched
accountabilities?
for all changes;
changes can be
escalated
Better change visibility
Fewer surprises
Less work
19. Improve the perception of change management:
balance accountabilities
Change authority responsible for approving changes
change authority accountable for the changes
Change manager responsible for prioritizing changes
change manager accountable for prioritization
Change management process owner responsible for
defining the process
Change management process owner accountable
to functional managers for process efficiency
20. How to balance accountabilities
RACI charts that include functional managers
Functional manager performance review templates
Change management scorecards
Senior management included in change management
21. Improve the perception of change management:
clarify decision-making
Who decides whether to be on the cutting edge of
software patches?
Who authorizes overtime for changes performed
after hours?
Who consults customers?
22. Improve the perception of change management:
find ways to reduce functional manager workload
Reports on change records
Replace existing meetings with CAB agenda items
Identify the budget impact of changes
Communicate changes so functional managers don’t
have to
Prepare change management data for IT auditors
23. Meet with functional managers and follow up
with them
Meet
Act
Check
Follow up
Plan
Do
25. Process Compliance
Functional managers should be…
RESPONSIBLE for team members learning about
the change management process
ACCOUNTABLE for following the change
management process
26. Functional managers in the change process
Create and record RFC
Review RFC
Assess and evaluate change
Authorize change build and test
Coordinate change build and test
Authorize change deployment
Coordinate change deployment
Review and close change record
27. Functional managers in the change process
Create and record RFC
Review RFC
Assess and evaluate change
Authorize change build and test
Coordinate change build and test
Authorize change deployment
Coordinate change deployment
Review and close change record
1. Ensure staff are
creating RFCs.
2. Use change
management rather than
ad hoc processes.
28. Functional managers in the change process
Create and record RFC
Review RFC
Assess and evaluate change
Authorize change build and test
Coordinate change build and test
Authorize change deployment
Coordinate change deployment
Review and close change record
Participate in change
authorization
30. Functional managers in the change process
Create and record RFC
Review RFC
Assess and evaluate change
Authorize change build and test
Coordinate change build and test
Authorize change deployment
Coordinate change deployment
Review and close change record
Pull reports on team
work from change
management
31. Functional managers in the change process
Create and record RFC
Review RFC
Assess and evaluate change
Authorize change build and test
Coordinate change build and test
Authorize change deployment
Coordinate change deployment
Review and close change record
Ensure staff availability
32. Functional managers in the change process
Create and record RFC
Review RFC
Assess and evaluate change
Authorize change build and test
Coordinate change build and test
Authorize change deployment
Coordinate change deployment
Review and close change record
Ensure all production
work documented
accurately
33. Functional managers in the change process
Create and record RFC
Review RFC
Assess and evaluate change
Authorize change build and test
Coordinate change build and test
Authorize change deployment
Coordinate change deployment
Review and close change record
Learn from postimplementation reviews
34. Other considerations
Who addresses unauthorized changes?
How are functional managers involved in emergency
changes?
Who decides to expedite changes?
35. Quick Review
Functional managers’ jobs
Change management guidance review
Functional manager buy-in for change management
Functional managers within the change management
process
36. John Borwick, Manager and Founder
Higher Education IT Management, LLC
http://www.heitmanagement.com
Notes de l'éditeur
Responsible for setting expectations, Accountable for team performance, Authority to hire and fire.