Improve your agility by moving towards automation and streamlined processes between your IT and dev teams. ITSM with Jira Service Management (JSM) can help optimize your processes and significantly reduce manual touch points, while change management minimizes risks and disruptions to your IT services. This is the first part in a series where we cover change management with Jira Service Management in depth. Join our ITIL-certified experts to learn how to manage changes to your software or infrastructure using Jira Service Management so that you accurately understand the impact and scope of changes up and downstream. Explore: • How to get started with change management • A demo of change management features in JSM • Change management best practices and tips

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2. How to Enable Change Management
with Jira Service Management

3. Meet Our Panelists
Mario Vaccari
Atlassian Solutions Architect &
Client Success Lead
Cprime
AJ Schmalenberger
Head of Atlassian Center of
Excellence
Cprime

4. 01 ABC’s of Change
02 Why is this important?
03 Jira Can Help
04 Keep the Conversation Going/Q&A
Agenda

5. Production is Down!
Sign onto the bridge and help
figure things out.

6. How are people on the bridge?
friendly
Confused
Optimistic
Generalizations
Inquisitive
Curious Hopeful
Process
Unpleasant
Capable
Lost
Slow
Interested
Functioning
Anxious
Frustrated
Exhausted
Under-informed
Unhappy Stressful
Hesitation
IPLM
Overwhelmed
Misplaced
Satisfied
Time-consuming Discouraged
User
Annoyed
Improving
Credit - https://gofarwell.com/word-cloud-employee-change-readiness/

7. Good CM moves your team to the right…
Credit - https://gofarwell.com/word-cloud-employee-change-readiness/
Fine
Confident
Comfortable
Good
Optimistic
Helpful
Unimpressed
Thankful Uncertain
Efficient
Okay Better
Positive
Nervous
Aligned
Neutral
Moderately
Hopeful
Adapted
Lag Struggling
Tentative
Patient
Frustrated
Laborious
Opportunity
Unsure
Anticipatory
Excited
Irked
Acceptable
Determined
Interested
Support
Relieved
Relevant
friendly
Confused
Optimistic
Generalizations
Inquisitive
Curious Hopeful
Process
Unpleasant
Capable
Lost
Slow
Interested
Functioning
Anxious
Frustrated
Exhausted
Under-informed
Unhappy Stressful
Hesitation
IPLM
Overwhelmed
Misplaced
Satisfied
Time-consuming Discouraged
User
Annoyed
Improving
Earlier
Later

8. An Introduction to Change Management

9. Change management —is a service management
practice designed to minimize risks and disruptions to
IT services while making changes to critical systems
and services.
Change enablement offers your teams a standard way
of requesting and initiating changes.
What is Change Management?

10. In ITIL, a change is any modification or removal of something that could have
a direct or indirect effect on services, processes, configuration items, or
documentation.
• Such as...
• Update to API documentation
• Deployment of code to to software
• Change to load balancer
• Configuration change to production environment
• Patching of commercial software
• Restart of a backend server
What is a Change?

11. • Yes - this process will get in the way of
your modification going live
• Thankfully ITIL has developed a
pattern we can follow
• Apply best practices through
reflection
Slowing Down to Go Fast

12. • “CAB – known formally as the Change Advisory Board, is a group of people
who are tasked with evaluating changes to the IT environment. It can be as
simple as an email distribution list, or as formal as a Chairman-led, take-
minutes, raise-your-hand-to-speak board. The culture and the business
needs of the organization determines what’s appropriate.”
• Reference - http://itsmtransition.com/2013/06/whats-an-itil-cab-a-simple-explanation/
• “Release Manager is responsible for satisfying the information needs of
the CAB to assure the change will not adversely impact the target
environment.”
• Reference - https://www.plutora.com/blog/cab-and-release-management-whats-the-connection
Who is Responsible?

13. • Standardize Change requests
• Details about the change
• Certifications by Testers and Stakeholders
• Communication plan
• Deployment plan
• Manage the Submission, Review, Scheduling, and Tracking from a central
location
• Change Management Team will vet and schedule Changes BEFORE
execution
• Compliance assures alignment to maximize the success incident-free
changes with a high success rate
How do we Manage and Mitigate Risk?

14. The simple answer is no.
Does that mean we can skip our process?
● No, we can’t skip the change management processes.
● We can enable our teams while maintaining our policies.
That sounds like a lot of work. Are all changes the same?

15. • Standard changes: Pre-approved changes that are low risk, performed
frequently, and follow a documented process. For example, adding memory
or storage.
• Normal changes: Non-emergency changes that require further review and
approval by the Change Advisory Board (CAB), such as upgrading to a new
content management system.
• Emergency changes: Changes that arise from an unexpected error or
threat that needs to be addressed immediately. Think implementing a
security patch or resolving a major incident.
Common Types of Changes

16. How Does Jira Service Management Help?

17. • Jira Service Management is a PinkVERIFY™ Certified ITIL® 4 Toolset
• The seven ITIL guiding principles are:
• Focus on value.
• Start where you are.
• Progress iteratively with feedback.
• Collaborate and promote visibility.
• Think and work holistically.
• Keep it simple and practical.
• Optimize and automate.
Why Jira Service Management?

18. • Every instance of JSM offers a free ITSM Template
• Issue Types included:
• CHANGE
• INCIDENT
• NEW FEATURE
• PROBLEM
• SERVICE REQUEST
• Enhanced purpose specific functionality available out of the box
• Familiar UI/UX lowers the barrier to adoption
Come Up to Speed Quickly

19. • If you have a Jira Service Management instance
• Simply create a project using the ITSM Template
• Change issue type and request type is now ready for use!
• Lets see what we’ve got…
Where Do We Start? Right here!

20. Service Offerings

21. Simple Forms

22. Collaborative and Transparent – Requestors View

23. Collaborative and Transparent – Requestors View
Clear view of
open Change
requests

24. Collaborative and Transparent – Requestors View
Change
request
details

25. Collaborative and Transparent – Requestors View
Register the
Change
window on the
Change
Calendar

26. Collaborative and Transparent – Requestors View
Ensure timely
response to
Requestor(s)
with SLA’s

27. Mission Accomplished?
Room for improvement!

28. • Teams should reflect on deployments
• At a minimum invite the Release Manager and all those directly involved in the
deployment
• Post-Mortem discuss topics
• What went well
• What could have gone better
• What identify improvements to their process
• Agree to modifications to their Change Management process
Reflection and Iteration

29. • JSM is built to support teams beginning their journey as well as those with
extensive and mature Change Management practices
• Combining other Atlassian tools like Confluence, Jira Software, Bitbucket
creates a clear line through
• Ideation
• Planning
• Work
• Code management
• Change Review
• Deployment
Jira Service Management Encourages Change

30. • Jira Service Management facilitates all seven
ITIL guiding principles:
• Focus on value
• Start where you are
• Progress iteratively with feedback
• Collaborate and promote visibility
• Think and work holistically
• Keep it simple and practical
• Optimize and automate
Key Takeaways

31. Connect with our
speakers on LinkedIn!
Mario Vaccari
AJ Schmalenberger
Check out Cprime
upcoming webinars,
read our blog,
download
whitepapers/case
studies & more:
cprime.com/resources
Share with us what
topics you are
interested in, ask us
questions or give us
feedback!
learn@cprime.com
Keep the Conversation Going…

32. Share in the conversation & keep updated on
thought leadership, events & more!
on LinkedIn, Twitter, Facebook, & YouTube
Follow Us on Social Media

33. QUESTIONS?
cprime.com | 877.800.5221 (US) | + 44 (0) 203 811 0424 (UK)
Thank You
cprime.com | 877.800.5221 (US) | + 44 (0) 203 811 0424 (UK)