27. 11. 2015 MarinovMihail Service Management

Change Evaluation With EriZone 3.4

The new EriZone 3.4 version supports the Change Evaluation process according to ITIL v3 rev.2011. Let’s see briefly what Change Evaluation process is and how it is supported in EriZone.

ITIL defines a change as “the addition, modification or removal of anything that could have an effect on an IT service” and the Change Management (CM) process is responsible for “controlling the lifecycle of all changes, enabling beneficial changes to be made with minimum of disruption to IT services”. The change management process has several points at which a decision has to be made whether to continue or not. Generally, all changes will be evaluated before they are transitioned but only major changes (significant) require a formal process for that, which is the ITIL Change Evaluation (CE). The change evaluation process should provide at every point of decision of the CM process the most appropriate information.

The first step in the CE process is to create a plan of the evaluation – supported by EriZone through the Evaluation Performance Plan form where details of the test plan and Service Design Package (SDP) can be recorded.
Then comes the step supporting the CM assessment and evaluation.
What is required from the CE process is:

  • Predicted performance evaluation – make clear what stakeholders expectations are and what are the quality outputs of the change. The impact on the other services should be assessed. EriZone support this step through the Evaluation Performance module where performance predictions and expected quality outputs are registered.
  • A deeply risk assessment and evaluation. There is no change without risks. So all risks from business point of view have to be assessed and evaluated. With EriZone assessed risks relative to the Request for Change can be recorded, categorized using the Risk-Impact-Likelihood matrix and then mitigation strategy should be defined.
Img. 1 - Risk Module

Img. 1 – Risk Module

  • Budgeting and costs. What financial resources are requested and are they significant? With EriZone it is possible to record all costs relative to the Request for Change. Costs can be grouped in bundles (per area by ex.) and categorized (Capital and Operating expences). At any cost item can be assigned an owner responsible for that item. A detailed report is available.
Img. 2 - Budget Module

Img. 2 – Budget Module

  • Recommendation to the CM process: accept or reject the RfC. There is a separated module in EriZone for recommendation registration.
Img. 3 - Planning, Performance and Recommendation modules.

Img. 3 – Planning, Performance and Recommendation modules.

At the next go/ no-go step of the CM process (authorization to deploy) the CE process should make available an evaluation of the actual performance of the change at that point taking into consideration also the outputs from the Service Validation and testing process. In EriZone that step is supported using again the modules Evaluation Performance and Evaluation Performance Result.

The CE process terminates when the change is completed, providing to the CM process a detailed evaluation report to be used during the closing step of the CM process where the review of the actual performance, the outcomes and the benefits of the change is done (Post Implementation Review). In EriZone the Evaluation Performance module can be used to record the actual performance of the deployed change and the detailed evaluation report is also available.

Img. 4 - Evaluation report

Img. 4 – Evaluation report

MarinovMihail

MarinovMihail

Developer at Würth Phoenix
“Hi guys! I’m Mihail and since the university years I has been fascinated by distributed systems and measurements on them. Now when I join the Neteye project I get the possibility to continue with this passion and this is great. My free time is completely dedicated to my wife and my daughters, I simply love them.”

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MarinovMihail

“Hi guys! I’m Mihail and since the university years I has been fascinated by distributed systems and measurements on them. Now when I join the Neteye project I get the possibility to continue with this passion and this is great. My free time is completely dedicated to my wife and my daughters, I simply love them.”

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