David Tan's List: ITIL

• controlling IT changes, protecting existing services during the change implementation and its aftermath, and also effecting quick and accurate changes based on business requirements.
• ITIL principles are basically process-driven, which can be practiced without any ITIL compliant Change Management application, or tool.
• (i) register and accept proposed changes,(ii) classify, prioritize changes,(iii) perform risk and impact assessment, (iv) coordinate change approval,(v) schedule and coordinate change implementation,(vi) conduct post-change review, and (vii) periodically disseminate management information and reports.
• mitigate any change-related risk

2 more annotations...

• Change is defined as the addition, modification or removal of anything that could have an effect on IT Services
• body that exists to support the authorization of change and to assist Change Management in the assessment and prioritization of change. The CAB is usually consulted for significant change that have a broad or major impact to the organisation. The CAB may be asked to consider and recommend the adoption or rejection of change appropriate for higher level authorization and then recommendations will be submitted to the appropriate Change Authority.
• The levels of authorization for a particular type of change should be determined by the type, size or risk. A major or significant change in a large enterprise that affects several distributed sites may need to be authorized by a higher-level authority such as the Board of Directors. A lesser one with limited scope and impact to the business or IT infrastructure may be authorised by a person. A simple, low risk change may even be pre-approved or pre-authorised.
• The CAB or ECAB does not authorise a Change unless they are specifically given the role as a Change Authority as well.

2 more annotations...

• multiple   perspectives necessary to ensure proper decision making.
• asked with reviewing and   prioritizing requested changes, monitoring the change process and   providing managerial feedback
• alance the need for change with the need to minimize inherent   risks
• esponsible for oversight of all   changes in the production environment
• makes a final   determination regarding whether the change should be allowed to   proceed

3 more annotations...

• he purpose of the CAB is to assess the impact of this change (the CAB is supposed to have a clear vision of the “big picture” of the IT / Business relationship) and to give a go / no-go answer.
• revent multiple changes that might collide

• When utility and warranty are guaranteed, then value is created. It’s not  possible to plan for one or the other -- there must be both. It is absolutely  necessary to address the question of utility and warranty when considering a  transition to a cloud computing environment.
• After the service requirements are defined, they are analyzed to determine if  the capabilities already exist to deliver the service, whether the capabilities  need to be developed, and whether the service should be approved

• Once a service is approved, it now moves along the  lifecycle to the service design phase. This is where the service is chartered,  designed, developed, built, tested, released, and operational and is entered  into the service catalog. The goal during this phase is to design for warranty  to guarantee utility.  

  Various processes interact during the design  phase, such as availability, capacity, continuity and information security  management. This is where the decision regarding cloud computing can be made. As  each and every requirement of the service is evaluated, decisions are made  regarding the processes, people and technology that will be required to support  it.
• The caveat related to cloud, however, is having a complete understanding of all  the service components to determine if the cloud is a viable option
• When evaluating the option to use SaaS vs. an internal technology-based  solution, organizations need to know the costs associated with delivering the  service so they can make an educated decision as to which option is more  suitable.
• UC is an agreement with an external provider (such as the SaaS, or cloud,  provider). These documents are the entities that will be used to govern whether  the requirements of the services being provided are met.
• Writing effective SLAs is always a challenge, but the main goal is to document  the level of service that is being provided and define the roles of both parties  in relation to the service requirements.
• Initial discussions with the business will define the requirements, which will  then be aligned with a design that can meet those requirements, followed by a  validation step where the SLA is finalized, agreed upon and signed by both  parties
• Too often, IT organizations focus more on the technology than service

7 more annotations...

• when you are delivering every two weeks, the organisation can no longer handle that much change manually. You’ve got to have a change control team that meets regularly, and you’ve got to have a CAB. All the transitional element of ITIL become vital.
• ith Agile, everything is tested, everything is documented in executable code, you know exactly when you will deliver and you can guarantee that the code will pass the [change management controls].
• Agile is the catalyst for change, and ITIL helps the organisation deal with it

1 more annotation...

• A maturity model includes indicators that  show evidence of capabilities.  Using the maturity model, you document the  process capabilities of your organization on a known, objective scale.
• organizational maturity indicates how much of ITIL to implement, and where to  start.
• Maturity assessments measure the degree to  which an organization uses its people, processes, tools and products, and  management. 
• at lower maturity levels you should proceed along the single process approach

2 more annotations...

• • True but there are non-incident related changes as well
• • This is true from a pure IT perspective but what about the impact on business process. Should there be an inventory/configuration for business processes as well?

• The prime goals of ITIL Change Management (often alternatively referred to as ITIL Change Control) are to (i) effectively respond to customer’s changing business needs while maximizing value, minimizing incidents, disruption and re-work and (ii) respond to the business and IT requests for change that will align the services with the business needs.
• efficient and effective implementation of change order or change requests in information technology with minimum adverse impacts upon service availability and quality
• reliability and business continuity are crucial for survival and success of the enterprise.
• any change in IT service accomplished by some change request or change order
• ‘addition, modification or removal of authorized, planned or supported service or service component and its associated documentation

3 more annotations...