USM650-102

Written by Super User on . Posted in USMBOK

This Guide is intended to act as a practitioner’s reference for professionals developing practices to manage changes as they relate to products and services, providing a detailed specification of a change management system and its operational components.

The book draws upon available terms, methods, concepts, and guidance used across all industries, regardless of sector. Its development starts with a universal perspective and is inclusive of all theory and concepts regardless of their source, and then applies these to services.

This reference is also designed to be compatible with relevant international standards, such as ISO 20000® and ISO 9000®, popular best practice frameworks such as the IT Infrastructure Library (ITIL®), and COBIT®.

USM650 Service Change Management Contents

Introduction

An introduction to the practitioner guide for service change management

  • About this book
  • How the book is organized

Introduction to Change Management

An introduction to (universal) change management

  • What is a change?
  • What are the problems of managing changes?
  • Recognizing sources of change
  • Types of change
  • Factors influencing the success of a change
  • The adapted ADKAR Cycle
  • What is change management?
  • What is 'service change management'?

Goals and Objectives

An overview of the goals and objectives

  • Introduction to the goals and objectives

Principles and Scope of Operation

Principles and Scope of Operation

  • Principles
  • Management of service changes
  • Standardization
  • Facilities and resources
  • Scope of operation
  • The relationship between continuous improvement and change management
  • The relationship between incident, problem and change
  • The relationship between change and a project
  • The relationship between change and release
  • The relationship between change and configuration

Roles and Responsibilities

Roles and Responsibilities

  • Introduction
  • Change Sponsor
  • Change Manager
  • Change Coordinator
  • Change Agent
  • Support Specialist
  • Contractors and Vendors
  • The Change Management Group
  • Change Review Board
  • The Change Review Board for High Risk
  • The Continuity Response Team

Lexicon of Terms

Lexicon - definition of key terms related to change management

  • Improvement queue
  • Service change
  • Change plan
  • Change proposal
  • Consumer scenario
  • Vital mission activity
  • Stakeholder interest
  • Impact
  • Urgency
  • Change constellation
  • Risk assessment
  • Risk priority number
  • Priority
  • Change queue
  • Change schedule
  • Change slot
  • Work order
  • Test plan
  • Backout plan
  • Change history

Key Artifacts

Key Artifacts

  • The service incident record
  • The service incident database
  • The unique identification scheme
  • The service incident report catalog items

Concepts and Methods

Concepts and Methods

  • The service change record
  • The unique identification record
  • Model change
  • Standard, pre-approved change
  • Change queue
  • Change catalog
  • Change schedule
  • Work order
  • SCARI Chart
  • The service change report catalog items

Inputs and Outputs

Key Inputs and Outputs to Service Change Management

  • Inputs
  • Outputs

Major Activities

Major Activities, Major Influences of Each, Sub-Activities

  • Phases: Start, Action, 3R, End
  • How to interpret major activity information
  • The initiate activity
  • The classify activity
  • The prioritize activity
  • The assess risk activity
  • The categorize activity
  • The approve activity
  • The resource activity
  • The schedule activity
  • The build activity
  • The test activity
  • The implement activity
  • The review activity
  • The complete (C1) activity
  • The close (C2) activity
  • The report activity

Key Performance Measures

Key Performance Measures

  • Quantitative (Frequency and Volume)
  • Qualitative
  • Financial

Governance

Governance

  • Introduction to Governance
  • The scenario action plan approach
  • The problem with policies and procedures
  • Service request action plan
  • Service request pathway
  • Mapping practitioner guide roles to client roles
  • The SCARI concept and method
  • The SCARI chart
  • The major activity template
  • Combining major activity and SCARI charts

The Ideal Companion

This book is a companion and authorized extension to the Guide to the Universal Service Management Body of Knowledge (USMBOK) publication, for the USM650 Service Change Management knowledge area.  It is an ideal companion to the very latest editions of frameworks such as the IT Infrastructure Library (ITIL®) and COBIT®, and is specifically designed to be compatible with the ISO/IEC 20000-1 and ISO 9000 standards.