3.2 - Change Management Flashcards
(21 cards)
What is change management?
Minimise the risk and impact a change can have on business operations
What is Change Control Process?
Establishes standard procedures for managing change requests in a secure, timely and efficient manner
What are the Change management process components?
Prioritisation
Impact analysis
Testing
Roll back strategies
Accountability
Documentation
Automation
Implementation
What is Prioritisation in the Change Management Process?
The change has to align with business needs
What is Impact Analysis in the Change Management Process?
Evaluate the risks and benefits of the change
What is Testing in the Change Management Process?
There’s two types of testing
Regression - Testing that is done when changes have occurred
Interoperability Testing - Testing thats done to verify that different systems, software, hardware can exchange data and communicate seamlessly even if it is developed by different vendors or use different technologies
What is Rollback Strategies in the Change Management Process?
Methods put in place to recover to the previous state (back out plan)
What is Accountability in the Change Management Process?
Changes need to be authorised
What is Documentation in the Change Management Process?
All changes need to be documented including diagrams and procedures updated
What is Automation in the Change Management Process?
Baseline configuration scripts/code need to be updated automatically (if applicable)
What is Implementation in the Change Management Process?
Scheduling considering maintenance windows and acceptable downtime
What are the 4 types of changes?
Standard, normal, major, emergency
What is a Standard Change?
This change occurs frequently, is low risk and has pre-established procedure with documented tasks for completion (e.g. patch management -> has its own set of procedures)
What is a Normal Change?
It is not standard and not and emergency. The change can be approved by change control board or committee
What is a Major Change?
The change might have significant financial implications and/or be high risk
This change often requires multiple levels of management approval
What is an Emergency Change?
This change has to be assessed and implemented (without prior authorisarion)
What is the change control workflow/process?
Change request is received → change might be tested for feasibility (will it work? Does it make sense) → Identify rollback options → document changes → Finalise authorisation → determine change windows → Change is implemented → verify that the change is working correctly → Update configuration management baseline (if it has a CI) → Close and archive the request
What are KPIs?
Key Performance Indicators are business metrics used to measure performance in relation to strategic goals and objectives
What are successful changes?
Number of successful complete changes compared to the total number of completed changes. The higher the percentage the better
What are Backlog of changes?
Number of changes that are not completed. The number depends of the size of the organisation, it should not grow overtime
What are Emergency Changes?
Number of completed emergency changes. This absolute number depends on the size of the organisation, it should not trend upward
