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ITIL :: View topic - Change Management SLA
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Change Management SLA

 
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mkandy
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Joined: Aug 20, 2008
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PostPosted: Tue Jan 20, 2009 12:50 am    Post subject: Change Management SLA Reply with quote

In a bit of a pickle.

A customer of mine is wanting some SLAs drawn up for Change Management, in our Service Management tool. Problem being, I don't think it's possible - Lead Times aren't a problem, but they're asking for specific SLAs for certain Changes.

Is there room for SLAs in Change Management, or effectively a scheduled Change window the SLA for each change?
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3296
Location: London, UK

PostPosted: Tue Jan 20, 2009 1:11 am    Post subject: Reply with quote

SLAs should not be used for Change Management

Remember, Changes which are scheduled may not be implemented if there is an major incident / incident that prevents the work being done

Even OLAs should not be used with Change Management

What should be defined are the following

Your standard change implementation windows
Your emergency change implemetations windows
Your Change Advisory Board periodic schedule
the CAB cutoff time before the CAB
the escalation patch for CAN rejection override


SLAs should not be used for Change Management
SLAs should not be used for Change Management
SLAs should not be used for Change Management
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John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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DYbeach
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Joined: May 25, 2008
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Location: Sydney, Australia

PostPosted: Tue Jan 20, 2009 8:37 am    Post subject: Reply with quote

Viking,
what about failed changes, for example when a change has to be rolled back and this extends past the window? Would you not have SLAs for that?
There are other scenarios that may justify SLAs I'm sure. What does everyone think?
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DYbeach
ITIL V3 Release, Control & Validation,
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"In times of universal deceit, telling the truth will be a revolutionary act." George Orwell
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UKVIKING
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PostPosted: Tue Jan 20, 2009 7:13 pm    Post subject: Reply with quote

DY,

An SLA is a contractual requirement that has - emphasis has - to be met. It defines what is the bar

An SLA is appropriate for incident management - because the core of incident management is to restore service

An SLA ois NOT appropriate for Change management - because

0 - Change Management is NOT A SERVICE in itself.
1 - failed changes - there is no guarentee that a change will work
2 - emergency changes - there is no guarentee that an emergency change that is to fix something .... does fix something
3 - The CAB may approve, reject the change or even put the change on hold - regardless of any SLA
4 - A Change - which has been approved - may not get implemented -scheduling conflicts, major outages.
5 - An Incident resolution has a higher priority than change implementation - if there is an outage and the change imp team is the incident 2nd or 3rd line... which should be done first... the incident of course


KPIs are valuable for Change Management and other disciplines

Numerical statisticis and time based statistices for KPIs

In order to write proper SLA, you need to get from the customer - the Service Level Requirements.

The main issue I have with SLAs against Change Management is this

In order to do proper analysis of risk, impact etc of a change, there should not be any influence to 'rush' the work - which an SLA would do.

The Change Management team should have OLAs with the following groups/teams.... but that is an internal working

OLA with the members (permanent) of the Change Board - stating attendance, roles and duties.
OLA with the testing group
OLA with the implementation group.
OLA with the requestors - this should be very vague. - stating that the Change mgmt process will be followed with out any time impetus - however, changes should be submitted using some sort of cutoff and lead time - associaetd with the frequency of the CAB Meetings

The thing is OLAs are not contractual and can not be used to beat up the Change management team if changes dont get implemented or if implemented dont work
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MVPS
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Joined: Oct 03, 2008
Posts: 28
Location: Canada

PostPosted: Wed Jan 21, 2009 12:51 am    Post subject: Reply with quote

I totally agree with UKVIKING.

DY, think in terms of process goal:

"The purpose of the Change Management process is to ensure that standardized methods and procedures are used for efficient and prompt handling of all changes. " Service Transition book

"The primary goal of the Incident Management process is to restore normal service operation as quickly as possible and minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. ‘Normal service operation’ is defined here as service operation within SLA limits." Service Operation book

So you can see that SLA limits must be used by incident management. As for change management, it has nothing to do with "hurry up, you've got a SLA to comply" thing.

It has to do with "do the right thing, the right and standard way".

Cheers!
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Murphysbone
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PostPosted: Wed Jan 21, 2009 1:12 am    Post subject: Reply with quote

I have an SLA with an external customer for service affecting changes that require communication.

The customer has it in their contract that all service affecting changes will be communicated to them with 5 working days notice. If a change does not meet this criteria, it is rejected. A tenuous link maybe, but a change related SLA non the less.

But yeah, Change KPI's are more relevant.
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MVPS
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PostPosted: Wed Jan 21, 2009 2:12 am    Post subject: Reply with quote

Murphy,

OK, but this is different. You have a SLA for communicating the change, not for planning it, deciding it, implemmenting it, etc.

Regards
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UKVIKING
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Joined: Sep 16, 2006
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PostPosted: Wed Jan 21, 2009 3:24 am    Post subject: Reply with quote

Murphysbone

That is not an SLA for change per se

That is a service Outage SLA - which is more incident management oriented than change

granted the change mgmt process initiates this / requires this as part of the CM process

but it really aint a change SLA

Either you or the external vendor provide a service to the other and any interuption in service has to be communicated w/in 5 business days

SLA for Service level management
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DYbeach
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PostPosted: Wed Jan 21, 2009 8:13 am    Post subject: Reply with quote

Morning (or evening) Viking,
I actually do agree with this and like your logic; who hasn't seen changes being rushed for ridiculous reasons?
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DYbeach
ITIL V3 Release, Control & Validation,
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"In times of universal deceit, telling the truth will be a revolutionary act." George Orwell
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UKVIKING
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PostPosted: Wed Jan 21, 2009 6:50 pm    Post subject: Reply with quote

DY

I take offense at logic

I have no issue approving ridiculous changes
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Change Management is POWER & CONTROL. /....evil laughter
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Wed Jan 21, 2009 7:22 pm    Post subject: Reply with quote

UKVIKING wrote:
SLAs should not be used for Change Management


UKVIKING wrote:
Change Management is NOT A SERVICE.


Nuf said!
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