Change_Management_with_Narration_Notes

[Audio] Change Management Overview March 30, 2026 This presentation provides an overview of Change Management, its purpose, scope, and importance in IT service delivery..

[Audio] Basic of Telecom System Overview Scope & Purpose Release and Deployment Management This slide introduces the basics of a telecom system, including overview, scope, purpose, and release and deployment management..

[Audio] Overview What is a Change? Addition, modification or removal of authorized CI (Configuration item) affecting IT services What is Configuration Item (CI) ? An Asset, Service Component or any other item that needs to be managed in order to deliver an IT Service All CI’s are under control of SACM (Service Asset & Configuration Management) and need formal RFC to be changed Information about each CI is recorded in a Configuration Record within the Configuration Management System Maintained throughout its Lifecycle by Configuration Management A change refers to any addition, modification, or removal of a configuration item that affects IT services. Configuration items are managed under SACM..

[Audio] $PPTXTitle H Computers, ardware Computer components, Network components & cables (LAN, WAN), Telephones, Switches Dat a Files What, Where, Most Important Software Systems; In-house applications; O/S; Utilities (scheduling, B/R); Packages; Office systems; Web Management Network Mgmt Peop le Users, Customers, Who, Where, What Skills, Characteristics, Experience, Roles Se Desktop Support rvices , E-mail, Service Desk, Payroll, Finance, Production Support Doc umentation Designs; Reports; Agreements; Contracts; Procedures; Plans; Process Descriptions; Minutes; Records; Events (Incident, Problems, Change Records); Proposals; Quotations Environment Accommodation; Light, Heat, Power; Utility Services (Electricity, Gas, Water, Oil); Office Equipment; Furniture; Plant & Machinery This slide explains major configuration item types including people, documentation, data, environment, hardware, software, and services..

[Audio] Change Management - Purpose & Goals Purpose : Standardized methods and procedures are used for efficient and prompt handling of all changes All changes to CI are recorded in the Configuration Management System Goal : Respond to the customer’s changing business requirements while maximizing value and reducing incidents, disruption and re-work Respond to the business and IT requests for change that will align the services with the business needs The purpose of change management is to standardize handling of changes, while goals focus on maximizing business value and minimizing disruption..

[Audio] $PPTXTitle Supplier Manage The Supplier’s Business Business Manage The Business Service Provider Management IT Services Strategic change Manage The Business Process Service Portfolio Manage External Service Tactical Change Service Change Manage The Business Operations External Operational Operational Change Service Operations Scope of Change Management This slide explains the scope of change management across service providers, business, suppliers, and different levels of change..

[Audio] Change Management - Activities Planning and controlling changes Change and release scheduling Communications Change decision & change authorization Ensuring there are remediation plans Measurement & control Key activities of change management include planning, scheduling, communication, authorization, remediation planning, and monitoring..

[Audio] $PPTXTitle Normal Change – Changes which follow normal change process Standard Change – Pre-approved changes(for routine tasks) Emergency Change – Changes which need to be installed faster than normal process and requires ECAB’s approval. There are three types of changes: normal changes, standard pre-approved changes, and emergency changes requiring ECAB approval..

[Audio] $PPTXTitle Change shouldn’t be approved without addressing - what to do if it is not successful? A back-out plan to restore organization to initial situation Not all changes are reversible Remediation may require a revisiting of the change itself in the event of failure Risk of proposed change be determined and appropriate decisions taken only by considering what remediation options are available before instigating a change Remediation planning ensures that back-out plans exist in case a change fails and risks are properly assessed..

[Audio] $PPTXTitle CAB (Change Advisory Board): Group of people that advise Change Manager in the Assessment, prioritization and scheduling of Changes Board is usually made up of representatives from all areas ECAB (Emergency Change Advisory Board) : Sub-set of CAB to take decisions about high impact Emergency Changes Membership of ECAB may be decided at the time a meeting is called Depends on the nature of the Emergency Change CAB advises on normal changes while ECAB handles emergency high-impact changes..

[Audio] $PPTXTitle Communication Escalation For RFCs, Risk Issues Communication Decisions & Action Examples of configuration Level Impacted Change Authority Hi cost/risk Change-Requires Decision From Executives Business Executive Board Level 1 IT Management Board Change Impacts Multiple Services Or Organization Divisions Level 2 Level 3 CAB or Emergency CAB Change which Impacts Only Local or Service Level 4 Group Local Authorization Standard Changes This model explains change authorization levels based on risk, impact, and approval authority..

[Audio] $PPTXTitle Who RAISED the change? What is the REASON for the change? What is the RETURN required from the change? What are the RISKS involved in the change? What RESOURCES are required to deliver the change? Who is RESPONSIBLE for the build, test and implementation of the change? What is the RELATIONSHIP between this change and other changes? The seven R's help assess change impact including reason, risk, resources, responsibility, and relationships..

[Audio] $PPTXTitle Number of unauthorized changes Reduction in the backlog of change requests Number of Unplanned changes Number of standardized changes Percentage of successful changes Percentage of unsuccessful/failed changes KPIs help measure change management performance such as success rates and reduction of unplanned changes..

[Audio] Change Management – Challenges Lack of ownership of the impacted systems Poor impact assessments due to inaccurate configuration data Bypassing the agreed procedures Resistance against an umbrella of Change Management authority Common challenges include lack of ownership, poor data quality, bypassing procedures, and resistance to control..

[Audio] Release & Deployment Management Goals: Release and Deployment Management aims to build, test and deliver the capability to provide the services specified by Service Design To deploy releases into production and establish effective use of the service In order to deliver value to the customer and be able to handover to service operations Release and Deployment Management focuses on building, testing, and deploying services into production..

[Audio] $PPTXTitle Scope: the processes, systems and functions required to package, build, test and deploy a release into production and establish the service specified in the Service Design Package before final handover to service operations Objectives: Clear and comprehensive release and deployment plans are present New/changed services are capable of delivering agreed service levels Minimal unpredicted impact on production services, operations and support organization Customers, users and Service Management staff are satisfied This slide explains the scope and objectives of Release and Deployment Management..

[Audio] $PPTXTitle Is defined for one or more services and includes: Unique identification, numbering and naming conventions for different types of release together with a description Roles and responsibilities at each stage in release and deployment process Expected frequency for each type of release Approach for accepting and grouping changes into a release Mechanism to automate the build, installation and release distribution processes Release policy defines identification, roles, frequency, grouping, and automation of releases..

[Audio] Overview This slide provides a summary overview of the topic..

[Audio] Thank You! Thank you for your attention. This presentation is confidential and proprietary to Mphasis..