Change Management Process Guide: Coles Group LTD Information Technology IS&O - Service Delivery

CHANGE MANAGEMENT PROCESS GUIDE
Coles Group Ltd Information Technology IS&O - Service Delivery
2008, Coles Myer Ltd.
Record of Changes to this Document

Version 2.0 Date 15/11/07 Change Major re-write, and merge from previous documents Rewrite completed Revised for ServiceCenter 6 Author Paul Cosgrave Reviewed By Ross Halford Karen Hardman 2.1 23/06/08 Ross Halford Ross Halford Paul Cosgrave
Document Stakeholders
Name Robyn Freeman Ross Halford Paul Cosgrave Debbie Browning IT CAB Members Service Delivery Manager Incident & Change Coordination Team Lead Unix Manager IS&O Platform Support Manager Change Advisory Board Members Position Interest Document Owner Approver Reviewer Reviewer Reviewers
Distribution List
This document has been distributed to the following personnel:
Name Title & Department All updates to be communicated to all of IT via IT News announcements. Details of significant changes, or process/policy changes to be noted in the version control above, for easy reference DATE
2007, Coles Group Limited
Change Management Guide Coles Group Ltd. Information Technology IS&O - Service Delivery
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CONTENTS
1. INTRODUCTION.............................................................................................................................................. 5 1.1 1.2 2. OBJECTIVE ................................................................................................................................................... 5 INTENDED AUDIENCE .................................................................................................................................. 5
CHANGE MANAGEMENT OVERVIEW...................................................................................................... 6 2.1 2.2 2.3 WHEN TO USE CHANGE MANAGEMENT ....................................................................................................... 6 CHANGE MANAGEMENT & PROBLEM / INCIDENT RESOLUTION................................................................... 6 CHANGE MANAGEMENT EXEMPTIONS ...................................................................................................... 7
3.
ROLES AND RESPONSIBILITIES ................................................................................................................ 8 3.1 3.2 3.3 3.4 3.5 3.6 3.7 3.7.1 3.7.2 CHANGE REQUESTOR .................................................................................................................................. 8 CHANGE OWNER ......................................................................................................................................... 8 LINE MANAGER ........................................................................................................................................... 8 CHANGE COORDINATOR .............................................................................................................................. 9 SERVICE COORDINATOR ............................................................................................................................ 10 BRAND REPRESENTATIVE .......................................................................................................................... 10 SECONDARY SUPPORT TEAM REVIEW & APPROVAL ................................................................................. 11 Reviewing Another Teams Change Request......................................................................................... 11 Approving Another Teams Change Request ........................................................................................ 11
4.
CHANGE ADVISORY BOARD (CAB) ........................................................................................................ 12 4.1 4.2 4.3 CAB OVERVIEW..................................................................................................................................... 12 CAB MEMBERS ......................................................................................................................................... 12 CAB MEETINGS ........................................................................................................................................ 12
5.
CHANGE CONCEPTS.................................................................................................................................... 14 5.1 5.1.1 5.1.2 5.1.3 5.1.4 5.1.5 5.1.6 5.2 5.2.1 5.2.2 5.2.3 5.2.4 5.2.5 5.2.6 5.2.7 5.2.8 5.2.9 5.3 5.3.1 5.3.2 5.3.3 5.4 5.4.1 5.4.2 5.4.3 CHANGE CLASSIFICATION ......................................................................................................................... 14 Planned Changes ................................................................................................................................. 14 Urgent Changes ................................................................................................................................... 14 Retrospective Change Requests ........................................................................................................... 15 CAB Pre-Approved Changes ............................................................................................................... 15 CAB Exempt Changes .......................................................................................................................... 16 Change Templates................................................................................................................................ 16 REASON FOR CHANGE ............................................................................................................................... 16 Problem Resolution.............................................................................................................................. 17 Incident Resolution .............................................................................................................................. 17 Preventative Maintenance.................................................................................................................... 17 Company / Project Request.................................................................................................................. 17 Hardware Maintenance ....................................................................................................................... 17 Software Maintenance ......................................................................................................................... 17 Infrastructure Improvement ................................................................................................................. 18 Pre-Approved....................................................................................................................................... 18 Disaster Recovery Test......................................................................................................................... 18 LEAD TIMES .............................................................................................................................................. 19 Urgent Changes ................................................................................................................................... 19 CAB Pre-Approved Changes ............................................................................................................... 19 Planned Changes ................................................................................................................................. 19 OTHER CHANGE ATTRIBUTES .................................................................................................................... 20 Risk....................................................................................................................................................... 20 Impact .................................................................................................................................................. 20 Business ............................................................................................................................................... 20
Business - Coles Group .............................................................................................................................. 20 If the Business is Unknown ........................................................................................................................ 21
5.4.3.1 5.4.3.2
6.
CHANGE MANAGEMENT PROCESS FLOW........................................................................................ 22 6.1 CREATING THE CHANGE REQUEST ............................................................................................................. 22
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6.2 SERVICECENTER APPROVAL PROCESS ...................................................................................................... 22 6.3 CHANGE IMPLEMENTATION ....................................................................................................................... 23 6.3.1 Problems or Incidents during Implementation .................................................................................... 23 6.3.2 Implementation Exceeding Change Window ....................................................................................... 23 6.4 CHANGE CLOSURE AND NOTIFICATION ..................................................................................................... 24 6.4.1 Change Requests Not Successfully Implemented ................................................................................. 24 7. CHANGE FOCUS AND FREEZE PERIODS .............................................................................................. 25 7.1 7.2 7.2.1 7.3 7.3.1 7.4 7.5 7.5.1 OVERVIEW................................................................................................................................................. 25 CHANGE FOCUS ......................................................................................................................................... 25 Focus Period Criteria.......................................................................................................................... 25 CHANGE FREEZE ....................................................................................................................................... 26 Freeze Period Criteria......................................................................................................................... 26 FOCUS AND FREEZE APPROVAL PROCESS................................................................................................ 26 FOCUS AND FREEZE - APPROVERS ............................................................................................................. 28 IT Leadership Team Members / Production Services Managers......................................................... 28 TABLE OF DEFINITIONS .................................................................................................... 29 EXTERNAL REFERENCES.................................................................................................. 31 FORMS AND TEMPLATES .................................................................................................. 32
APPENDIX A: APPENDIX B: APPENDIX C: C.1: C.2: C.3: C.4:
CAB CHANGE INCIDENT FORM .............................................................................................................. 32 CAB CHANGE REVIEW FORM ................................................................................................................ 32 CAB CHANGE PRE-APPROVAL FORM .................................................................................................... 32 CAB CHANGE EXEMPTION FORM .......................................................................................................... 32 ADDITIONAL CONTACT DETAILS .................................................................................. 33
APPENDIX D: D.1:
CHANGE COORDINATION ........................................................................................................................... 33
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1.
INTRODUCTION
Change Management is the process used to review, approve and implement alterations to the IT environment, with a view to minimising the risk of incidents and disruption to IT services.
1.1
Objective
The objectives of the Change Management process are: To ensure that standard procedures and consistent methods of implementation and approval are used across Coles IT To minimise the risk of unexpected incidents impacting IT services To ensure all Change Requests can be audited.
1.2
Intended Audience
This Change Management Guide is presented for all users of, and stakeholders, in the Change Management Process.
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2.
CHANGE MANAGEMENT OVERVIEW
2.1
When to Use Change Management

The Change Management process is to be used for alterations to all IT components and services within the production, and non-production environments. Changes that do not require a Change Request to be raised include: Changes to data within a database via data entry Application changes in the non-production environments
2.2
Change Management & Problem / Incident Resolution

The Change Management process will commonly be used reactively to address problems or incidents, however the need to use the process is dependent on the priority and impact of a problem or incident. Where an incident with significant business impact requires immediate action to restore service, a Change Request is generally not required and the details should be recorded in the incident record. This would usually be a Priority One or Two Incident. If however, the incident is a priority one and requires an update to system configurations or code, a Retrospective Change Request will be required within 24 hours of the implementation. Where an incident does not require immediate action to resolve or restore service and the resolution can be planned or scheduled, a Change Request should be raised. This would usually be the case for Priority Three incidents. For more information regarding the definitions of priorities, please view the Incident Management Process document, available through the following Connect site: http://portal.cmlconnect.org/portal/wps/portal/retail_support/it/working_in_it/managing_i t
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2.3
Change Management Exemptions

For routine changes that can be made without impacting infrastructure or application services, its possible to apply for an Exemption from the Change Management Approval Process, by seeking approval from the CAB. Examples of Change Requests exempt from the Change Management Approval process are available by selecting the Exemptions & Preapproval Register from the connect site below: http://portal.cmlconnect.org/portal/wps/portal/retail_support/it/working_in_it/managing_i t For more details on how to apply for an Exemption to the Change Management Approval process, see section, 5.1.4 CAB Exempt Changes.
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3.
ROLES AND RESPONSIBILITIES
3.1
Change Requestor
A Change Requestor is the person requesting the change be performed. This may be a Business representative or an IT Team Member.
3.2
Change Owner
The Change Owner is the Team Member performing the change, or performing most of the change. The Change Owner is responsible for creating the Change Request. Where the Change Owner and the Change Implementer differ, then both are jointly responsible for ensuring the following: Creating the Change record, complete with appropriate details for implementation, backout, timelines, and testing Allocating change tasks when the assistance of additional Support Teams are required Ensuring all approvals are obtained prior to commencing the change Liaising with any System Owners or Customers to ensure the change window is appropriate Escalating to the Change Coordinator and their Line Manager if any problems occur during, or as a result of the change Once the Change is complete, closing the Change Request with a suitable completion status and within 48 hours of its implementation
3.3
Line Manager
The Line Manager is the team member who has direct line management responsibility for the Change Owner, or departmental responsibility for the IT skills area. Line Managers are responsible for:
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Reviewing and approving all Change Requests from their team, ensuring theyre presented clearly and accurately
Reviewing Change Requests where a Support Team has allocated one or more change tasks to his or her group
Approving Change Requests where the service supported by his or her team will be impacted by the activities of another Support Team
Verifying all Change Requests have been tested appropriately Evaluating the back out plan and ensuring it is achievable and appropriate for the scheduled window
Ensuring any risks have been mitigated
The Line Manager may choose to delegate approval to other members of the Assignee Group, by registering one or more Team Members as Change Approvers in ServiceCenter.
3.4
Change Coordinator
The Change Coordinator is an IT Team Member responsible for completing quality control of the Change Management process. Responsibilities include: Confirming all fields of the Change Request are clearly stated and satisfactorily completed Ensuring Change Requests meet the set criteria during Focus or Freeze periods Providing approval to Change Requests that meet the Change Management guidelines Providing assistance to Change Owners in understanding the Change Management process Coordinating the CAB approval of Change Request Templates
The Change Coordinator is also responsible for the circulation of the Change Reports.
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3.5
Service Coordinator
The Service Coordinator is a Coles Group IT Team member responsible for representing the interests of the Coles Group brands. Responsibilities include: Reviewing changes and assessing the planned or potential impact to the business functions for which they are responsible Working with Brand Representatives to ensure the schedule of a change is satisfactory, and if not, work with the Brand and Change Owner to reschedule the work Highlighting business concerns or issues to the Change Owner Communicating upcoming Change Requests to Brand Representatives to ensure their awareness and approval Approve Changes Requests on behalf of the brand(s)
For a list of the Service Delivery Coordinators for each business, view, IT Change Approver Contacts from the following connect site: http://portal.cmlconnect.org/portal/wps/portal/retail_support/it/working_in_it/managing_i t
3.6
Brand Representative
A Brand Representative maybe engaged during the Change Management process to ensure the Brand agrees to the work being performed, the schedule of activities, or system outage if one is required. If the Brand Representative has provided approval for a Change Request, this should be included within the text of the Change Request, as it will streamline the approval. The Service Coordinators can be contacted for further details about who are the relevant Brand Representatives.
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3.7
Secondary Support Team Review & Approval

In certain situations, a Change Owner will require the assistance of a Secondary Support Team to review or approve a Change Request.
3.7.1
Reviewing Another Teams Change Request When a Change Owner has allocated a Change Task to a secondary Support Team, the Change Approvers within the secondary Support Team will be prompted to review the Change Request. ServiceCenter will generate an email notification to all Reviewers, however prior to this the Change Owner is responsible for contacting any Support Teams assigned tasks. This ensures any rostering issues are addressed effectively and a Team Member is allocated to the task. If a Change Reviewer has any concerns with the allocation of the change task, he or she needs to raise this concern with the Change Owner.
3.7.2
Approving Another Teams Change Request A Change Approver within a secondary Support Team will be required to approve Change Requests, where the service supported by his or her team will be impacted by the activities of another Support Team. This mitigates the risk of Support Teams inadvertently impacting others, and ensures a good understanding of the planned activities across the relevant groups. If a Change Approver within a secondary Support Team has any concerns with the suggested activities, he or she needs to raise this concern with the Change Owner.
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4.
CHANGE ADVISORY BOARD (CAB)
4.1
CAB Overview
The role of the CAB is to ensure: The Change Management process is understood and consistently applied across the Organisation Change Owners present their Medium and High Risk, or Medium and High Impact Change Requests to the CAB for review and CAB approval Constantly question current work practices and assist with the introduction of improved work practices Increase the number of successful Change Requests implemented
4.2
CAB Members
The Change Advisory Board consists of a group of Senior IT Managers. For further details, check the members of the IT CAB distribution list.
4.3
CAB Meetings
The CAB has a number of fixed items on the agenda of its weekly meetings, including: Review breakdowns in the change process, for example unapproved Change Requests being implemented Medium and High Risk, or Medium and High Impact Change Requests requiring approval from the CAB Retrospective evaluation of changes implemented as a direct result of a Priority One problem or incident Review urgent Change Requests that are driven by IT Projects Review requests for Pre-approval or Exemption to the Change Management process
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Review requests from Support Teams for Change Request Templates.
If invited to attend the CAB meeting, to discuss the implementation of a Change Request that resulted in an incident, it is necessary for the Change Owner to complete the CAB Change Incident Form, Appendix C.1. If attending the CAB meeting to discuss the implementation of a Change Request, then the Change Owner must complete the CAB Change Review Form, Appendix C.2. The Change Owner should distribute these Forms and any other relevant information regarding the Change Request, to the distribution list, IT CAB, ahead of the meeting.
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5.
CHANGE CONCEPTS
5.1
Change Classification
The classification of a Change Request will be one of the following: Planned Urgent Retrospective CAB Pre-Approved
The relevant classification will be based upon the implementation timeframe, risk, the date of Line Manager approval and whether CAB Pre-Approval has been sought.
5.1.1
Planned Changes Planned Changes are those that do not need to be implemented urgently, and can be scheduled for implementation within the published Change Management lead times. Change Lead times are outlined below in section 5.4.
5.1.2
Urgent Changes Urgent Changes are those that have a clear business requirement for implementation in the shortest possible time, and would usually have one of the following Reasons for Change: Problem Resolution Incident Resolution Preventative Maintenance Company / Project Request
The CAB may invite a Change Requestor to the next CAB meeting to discuss why a Change Request did not meet the standard lead times.
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5.1.3
Retrospective Change Requests If the time to schedule the implementation for a fix to a business critical incident isnt available, the change can be implemented without a Change Request, however a retrospective Change Request is required where that change is: A system configuration A code change
Retrospective Change Requests must be raised no later than 24 hours following the implementation. These types of Change Request only require Line Manager approval.
5.1.4
CAB Pre-Approved Changes For regular changes of minimal risk that meet the criteria below, teams may request CAB Pre-approval. CAB pre-approved changes still require a change record, but have only a 24-hour lead-time and line manager approval. The CAB will decided on the appropriateness of Pre-Approval based on the following criteria: Frequency of the Change Request, two to three times a month Simplicity the of Change Request Low or Negligible Risk If the implementation is, or can be automated If the implementation process is documented, proven and repeatable
To request CAB Pre-Approval, complete the CAB - Change Pre-Approval Form, Appendix C.4.
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5.1.5
CAB Exempt Changes For regular changes of minimal risk that meet the criteria below, teams may request CAB Exemption. CAB exempt changes do not require a change record. The CAB will decided on the appropriateness of CAB Exemption based on the following criteria: Frequency of the Change Request, hourly or daily Simplicity of the Change Request, for example an administrative function within a role Low or Negligible Risk If the implementation is, or can be automated If the implementation process is documented, proven and repeatable
To request CAB Exemption, complete the CAB - Change Exemption Form, Appendix C.5.
5.1.6
Change Templates For regularly occurring Change Requests that do not meet the requirements of a CAB Pre-Approval or Exemption, a Change Template maybe requested. When a Change Owner flags a Change Request as a potential Template, the Change Owners Line Manager and CAB will review it. If approved, the Change Owner can reuse the template for similar Change Requests in the future.
5.2
Reason For Change

The Reason For Change is a simple explanation as to why the change is required and is determined by the Change Owner when creating the Change Request.
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5.2.1
Problem Resolution The Problem Resolution Change Driver is to be used when a Change Request is made to resolve an outstanding problem.
5.2.2
Incident Resolution The Problem Resolution Change Driver is to be used when a Change Request is made to resolve an outstanding incident.
5.2.3
Preventative Maintenance The Preventative Maintenance Reason for Change is used for instances where action is required to maintain the stability of an operational system or service. It is to be used for Change Requests where the likelihood of a service interruption is considered significant. This may include taking action to prevent the likely occurrence of a Priority One or Two problem or incident.
5.2.4
Company / Project Request The Project Request Reason for Change is to be utilised when a Change Request is made at the request of a Project.
5.2.5
Hardware Maintenance This Reason for Change is used for any scheduled hardware maintenance required to keep hardware at Vendor supported levels. This Reason for Change is not used to correct an immediate Hardware problem or incident.
5.2.6
Software Maintenance This Reason for Change is used for any scheduled software maintenance required to keep software at Vendor supported levels.
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This Reason for Change is not used to correct an immediate Software problem or incident.
5.2.7
Infrastructure Improvement This Reason for Change is used for Change Requests to improve service capabilities, such as increasing bandwidth, capacity or performance.
5.2.8
Pre-Approved This Reason for Change is to be used for regularly occurring Change Requests previously approved by the CAB. For more information on CAB Pre-Approved Change Requests please see section 5.1.4 CAB Pre-Approved Changes
5.2.9
Disaster Recovery Test This Reason for Change is to be used for testing of Disaster Recovery functionality and fail over.
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5.3
Lead Times
5.3.1
Urgent Changes Urgent Change Requests do not require a lead-time. It is recommended however, that the Change Owner allow some time to gather the relevant approvals before initiating the Change Request.
5.3.2
CAB Pre-Approved Changes CAB Pre-Approved Changes require one day lead time, however a pre-approved change may require less than one day lead time, in which case it is an Urgent Pre-Approved change.
5.3.3
Planned Changes The following table provides a summary of the lead times required for both Planned Impact and Non Impact Change Requests. The Lead Time is calculated from the time the Change Owners Line Manager approves the Change Request. Planned Change Requests (Non Impact and Impact) Risk Negligible Low Medium High Lead Time 1 Days 7 Days 14 Days 21 Days
Change Requests that do not meet these lead times will be considered urgent.
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5.4
Other Change Attributes
5.4.1
Risk The risk level for a Change Request indicates the potential of the Change failing or causing an unexpected impact during its implementation. It will be categorised as Negligible, Low, Medium or High. The risk level is calculated automatically when creating the Change Request, by the Change Owners responses to the risk analysis questions. The risk level calculated for a change will determine the lead-time for planned changes.
5.4.2
Impact Changes Requests are categorised as having an impact of either negligible, low, medium or high. The category is automatically calculated while creating the Change Request, based on the Change Owners response to questions regarding system availability.
If during the time of the Change Request a system or application would normally be available, but due to the actions being taken it will be unavailable, even briefly, then the responses to the relevant availability questions should be no.
5.4.3
Business The Change Originator should include in the Change Request all businesses that will be, or could be affected as part of the Change.
5.4.3.1 Business - Coles Group The Coles Group business should be selected for Change Requests affecting any Shared Service function provided across the organisation, such as Finance or Human Resources.
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Change Requests may also be considered Coles Group, if a change is being made on an IT system that doesn't have any Users. An example of this would be the installation of a new server that isn't yet being used.
5.4.3.2 If the Business is Unknown The Change Owner is responsible for ascertaining the businesses that may be affected by their change. If the owner is unsure which businesses may be affected, they should seek clarification from the Line Manager, the Change Coordinator, or Service Delivery team. If it is unclear if a business may be affected by the change, then that business should be included in the change. This ensures businesses are aware of changes, and reduces the risk of a Change Request unexpectedly impacting businesses, other than those listed in the Change Request.
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6.
CHANGE MANAGEMENT PROCESS FLOW
6.1
Creating the Change Request

As some of the Approvers may not have a thorough Technical understanding of the change, Change Owners should take care to clearly and concisely describe the change without being unnecessarily technical.
6.2
ServiceCenter Approval Process

Approvals occur in the following order: Line Manager Secondary Support Team Leader Change Coordinator Service Coordinator
The need for any additional approvals is dependent on the Change Request classification, as well as the risk and impact. Change Requests that are considered to be Medium or High Impact will require the approval of the CAB, while Change Requests during the Focus or Freeze periods are subject to increased scrutiny and approval, as documented in section, 7.4 Focus and Freeze Approval Process. All approvals must be recorded within the change record. This can be performed by using the Approval function of ServiceCenter, or by forwarding an email to the IT Change Co-ordinator mailbox with the relevant approval. Approvers may deny a change if they have concerns with the Change Request. When a Change Request is denied an email will be sent to the Change Owner with an explanation as to why it was disapproved. The Change Owner is then responsible to discuss the concern with the approver that denied the Change Request, so that it may again be reviewed and submitted for approval.
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6.3
Change Implementation
Before implementing a Change Request it is the Change Owners responsibility to ensure the Change Request is fully approved, and all due diligence has been taken to maximise the success of the implementation. If its identified that the system is unstable, being used, or Team Members performing the implantation are unavailable, then the Change Request must be withdrawn and rescheduled to a later date.
6.3.1
Problems or Incidents during Implementation If an unexpected problem or incident occurs during implementation, the first course of action should be to perform a backout. If backout is not possible, then the mode of operation will alter from change management to problem management, and a ServiceCenter problem record logged. At this point, the Change Owner should escalate to their Line Manager and the Change Coordinator. For the contact details of the Change Coordinator, see Change Coordination, Appendix D.1.
6.3.2
Implementation Exceeding Change Window If during the implementation of a Change Request it becomes apparent the scheduled change window will be exceeded, then the Change Owner must: Confirm if any additional impact will occur if the implementation continues If a further impact may occur, take steps to commence a back out of the Change Request Notify the Change Coordinator of the situation and the actions being taken
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If the impact in extending the Change Window is minimal, then the Change Coordinator will contact the relevant Service Coordinators and ensure their approval for continuing the implementation of the Change Request. For the contact details of the Change Coordinator, see Change Coordination, Appendix D.1.
6.4
Change Closure and Notification

Once the implementation of a Change Request is complete, it is an audit requirement for the Change Owner to update the status and close the Change Request within 48 hours of its scheduled completion.
6.4.1
Change Requests Not Successfully Implemented If the Change Request was not successfully implemented, then the Change Owner must close the Change Request by choosing the relevant Closure Status, and provide a description of why the Change Request did not go ahead as planned, including a brief comment on what action is to now be taken.
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7.
CHANGE FOCUS AND FREEZE PERIODS
7.1
Overview
Change Focus and Change Freeze Periods are scheduled to increase the stability of IT environments and maintain service levels during critical trading periods. For the dates of the Focus and Freeze periods, select Focus & Freeze Dates & Approvals 08/09 from the following Connect site: http://portal.cmlconnect.org/portal/wps/portal/retail_support/it/working_in_it/managing_i t
7.2
Change Focus
Change Focus periods are scheduled for busy trading periods and business sensitive times.
7.2.1
Focus Period Criteria Only changes that meet the following criteria will be approved during Focus Periods: Single Business: Where the Change Request has been initiated and approved by a business and the Change risk is isolated to that business (excluding IT) Incident Resolution: Change Requests that are required to resolve an open priority one or two incident Problem Resolution: Change Requests that are required to resolve a known error Preventative Maintenance: Change Requests required to prevent potential problems, or to ensure that the integrity of services is maintained throughout the Focus Period Change Requests to Non-Production environments, including Test and Development systems CAB Pre-Approved Change Requests
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7.3
Change Freeze
Change Freeze periods are scheduled for critical trading periods and business critical times. Changes that do not meet the specified criteria are actively discouraged during Freeze periods.
7.3.1
Freeze Period Criteria During the Change Freeze Period, Change Requests that meet the following criteria are permitted to proceed: Incident Resolution: Change Requests that are required to resolve an open priority one or two incident Problem Resolution: Change Requests that are required to resolve a known error Preventative Maintenance: Change Requests required to prevent potential problems, or to ensure that the integrity of services is maintained throughout the Freeze Period Change Requests to Non-Production environments, including Test and Development systems
7.4
Focus and Freeze Approval Process

Change Requests that do not meet the above criteria will need extra approvals in order to proceed, these include: A member of the IT Leadership team, or their delegate, within the Change Owners line of reporting structure The Production Services Manager for the affected Business(es), or a delegate of the Production Services Manager
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The Change Owner should either paste these approvals into the Change Request, or forward an email to the IT Change Co-ordinator mailbox displaying the Change Request Number, and its approval. If the Change Owners Line Manager provides approval of the Change Request prior to approval being given by the relevant IT Leadership Team Member (or delegate) or Production Services Manager (or delegate), then the Change Coordinator will deny the Change Request. Once the additional approvals have been received, the normal approval process is followed. For more information on the approval process, see section, 6.2, ServiceCenter Approval Process.
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7.5
Focus and Freeze - Approvers
7.5.1
IT Leadership Team Members / Production Services Managers A list of members of the IT Leadership Team and the Production Services Managers is contained below:
IT Leadership Team
Coles Liquor IT Manager Merchandise Systems IT Manager General Manager Infrastructure Services and Operations Coles Express IT Manager Logistics Systems Manager IT Manager Shared Services Program Delivery Manager PMO Manager IT Manager
Phil Fisher John Kelvie Ken Harmsworth Mark Freeman Paolo Azzali Terry Court Helen Brunt Sally Duncan Carole Ackland David Hooley Lindsay Watson
Production Services Managers
Supermarkets & Coles Liquor Group Supply Chain, Coles Express & Retail Support
For a Change Owner to locate the name of the relevant IT Leadership Team Member, Production Services Manager, or any of their delegates, please view the Organisation Chart from the following Connect site: http://portal.cmlconnect.org/portal/wps/portal/HRonline/content?WCM_GLOBAL_CON TEXT=/CML+Connect/HR+online/Indexes/Organisational+Charts/Organisational+Chart s If still unsure, please speak to your Line Manager.
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APPENDIX A: TABLE OF DEFINITIONS

The following terms, acronyms and abbreviations are referred to in this document.
Table 1 - Table of Definitions
Term CGL Production
Definition
Coles Group Ltd A critical IT environment required for the delivery of Business and IT Operations, including redundancy
Non-Production
A non-critical IT environment typically used for Development and Testing. These systems are isolated from Production and provide no operational functionality to the Business or IT
Assignee Group
Specialized skill groups that work on incidents, problems and raise Changes Requests
Incident Problems ServiceCenter
An event that isnt part of the standard system operation An unknown underlying cause of one or more incidents The tool used for the recording of all incidents, problems and Change Requests
Change Request
A documented account of planned changes within, or affecting an IT environment.
Retrospective Change Request
Raised within 24 hours of implementing a fix for a business critical incident. Retrospective Change Requests are only required for fixes that involved updates to system configurations or code
Change Tasks
Change Tasks are allocated to additional Support Teams when their assistance is required
CAB
Change Advisory Board, made up of senior IT Managers who provide review and approval of certain Change Requests
Approval Pre-Approval
Acceptance of a Change Request Granted by the CAB for recurring Change Requests that meet a set criteria. Pre-Approved changes require a Change Request, but have a reduced lead time
Exemption
Granted by the CAB for regularly occurring Change Requests that meet a set criteria. A ServiceCenter Change Request is not required when Exemption is received
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Term Change Template
Definition
Change Templates can be requested to make the process of raising Change Requests for regularly occurring work more efficient
Change Classification
The urgency of the Change Request, planned, urgent or PreApproved
Reason for Change
The reason for the Change Request, for example Problem Resolution, Business Request, Project Request etc.
Lead Times
The period of time required for a Change Request to be reviewed and approved before being implemented
Impact
A description of the effect the implementation will have on the environment
Urgent
An urgent Change Request that must be implemented as soon as possible typically to resolve a high priority incident or problem
Planned
A non urgent Change Request that can be implemented based on the published lead times
Back Out Change Window
The action taken to return a system to its pre-implementation state The period of time allocated for the Change Request to be implemented
Focus Period
Change Focus periods are scheduled for busy trading periods and business sensitive times. During Focus periods certain Change Requests are actively discouraged while others require additional review and approval
Freeze Period
Change Freeze periods are scheduled for busy trading periods and business sensitive times. During Freeze periods certain Change Requests are actively discouraged while others require additional review and approval
Risk Level Deny
An indication of the potential risk in implementing the Change The action taken when an Approver disapproves a Change Request
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APPENDIX B: EXTERNAL REFERENCES
Document Title IT Service Delivery Connect Home Page Focus Calendar Incident / Problem Management Guide Urgent Change Procedures Change Management Risk Assessment Table
Source Location Home > Retail Support > IT > Managing IT Home > Retail Support > IT > Managing IT Home > Retail Support > IT > Managing IT Home > Retail Support > IT > Managing IT \\Goanna\Grpdata\Service Delivery\Change Coordination\New Change Process\New Change Process\Risk Assessment
Change Approval Contacts
\\Goanna\Grpdata\IT IS&O Change coordination\Change Approval Contacts.htm
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APPENDIX C: FORMS AND TEMPLATES
C.1:
CAB Change Incident Form
CAB - Change Incident Form
C.2:
CAB Change Review Form
CAB Change Review Form
C.3:
CAB Change Pre-Approval Form
CAB Change Pre Approval Form
C.4:
CAB Change Exemption Form
CAB - Change Exemption Form
The CAB Forms are available via the following page of the Portal: http://portal.cmlconnect.org/portal/wps/portal/retail_support/it/working_in_it/managing_it
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APPENDIX D: ADDITIONAL CONTACT DETAILS D.1: Change Coordination
The on site hours of coverage for the Change Coordinor is 08:00 to 16:30, Monday to Friday. The Change Coordination contact details are: Email: IT Change Co-ordinator Business Hours: 8544 7461 After Hours: 0408 569 194
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Change Management Process Guide: Coles Group LTD Information Technology IS&O - Service Delivery

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Change Management Process Guide: Coles Group LTD Information Technology IS&O - Service Delivery

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CHANGE MANAGEMENT PROCESS GUIDE

Coles Group Ltd Information Technology IS&O - Service Delivery

2008, Coles Myer Ltd.

Record of Changes to this Document

2007, Coles Group Limited

2007, Coles Group Limited

APPENDIX A: APPENDIX B: APPENDIX C: C.1: C.2: C.3: C.4:

CHANGE COORDINATION ........................................................................................................................... 33

2007, Coles Group Limited

2007, Coles Group Limited

CHANGE MANAGEMENT OVERVIEW

When to Use Change Management

Change Management & Problem / Incident Resolution

2007, Coles Group Limited

Change Management Exemptions

2007, Coles Group Limited

ROLES AND RESPONSIBILITIES

2007, Coles Group Limited

Ensuring any risks have been mitigated

2007, Coles Group Limited

2007, Coles Group Limited

Secondary Support Team Review & Approval

2007, Coles Group Limited

CHANGE ADVISORY BOARD (CAB)

2007, Coles Group Limited

Review requests from Support Teams for Change Request Templates.

2007, Coles Group Limited

2007, Coles Group Limited

2007, Coles Group Limited

Reason For Change

2007, Coles Group Limited

2007, Coles Group Limited

2007, Coles Group Limited

2007, Coles Group Limited

Other Change Attributes

2007, Coles Group Limited

2007, Coles Group Limited

CHANGE MANAGEMENT PROCESS FLOW

Creating the Change Request

ServiceCenter Approval Process

2007, Coles Group Limited

2007, Coles Group Limited

Change Closure and Notification

2007, Coles Group Limited

CHANGE FOCUS AND FREEZE PERIODS

2007, Coles Group Limited

Focus and Freeze Approval Process

2007, Coles Group Limited

2007, Coles Group Limited

Focus and Freeze - Approvers

Production Services Managers

2007, Coles Group Limited

APPENDIX A: TABLE OF DEFINITIONS

Term CGL Production

Incident Problems ServiceCenter

A documented account of planned changes within, or affecting an IT environment.

Retrospective Change Request

2007, Coles Group Limited

Term Change Template

The urgency of the Change Request, planned, urgent or PreApproved

Reason for Change

A description of the effect the implementation will have on the environment