Managing ChangeImproving Operational Quality through p g p Q y g

Release and Change ManagementTim Golden, Principal ArchitectEnterprise Architecture & IT Governance

Denise MillerSr IT Quality Assurance AnalystEnterprise Architecture & IT Governance

McGuireWoods LLPSr. IT Quality Assurance Analyst

Hunton & Williams LLP

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My Firm: McGuireWoods LLP

900 Lawyers

19 Offices (US & Europe)

My Team: EA & IT Governance

Architecture Design / Review

Business Analysis

Balance of litigation, corporate, and finance work for clients in 25 industries

Project Management

Information Security

Q l ACentralized Infrastructure

Windows XP / Office 2003

WorkSite 8 5 (Matter Centric)

Quality Assurance

Release Management

Change ManagementWorkSite 8.5 (Matter Centric)

Elite (Windows / SQL)

SharePoint (Intranet) / eRoom

Configuration Management

IT Measures / Metrics

IT P li i / P d(Extranet) IT Policies / Procedures

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What Drives Change?#TECH7

Change at McGuireWoodsQ3 2010 Q2 2011Q3 2010 – Q2 2011

40 300 3,000 Projects Releases

,Changes

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IncidentIncidentManagement

Project Small ScaleProblem

ManagementManagement Development

Release Management

Change Management

Configuration ManagementConfiguration Management

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Building Your Process(es)

Start with people!

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Building Your Process(es)

Start with people!Then the process.

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Building Your Process(es)

Start with people!Then the process.

Fi ll t lFinally, tools.

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Rinse and repeat.

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Process Iteration at McGuireWoods2004 2008 2012

Change Change ChangChange v1.0

Change v2.0

Change v3.0 Change v4.0Change v5.0

QA v1.0 QA v2.0 QA v3.0QA

QA v1.0 QA v2.0 QA v3.0v4.0

Incident v1.0Incident

v2.0Incident

v3.0

Problem v1.0Problem

v2.0

RM RM RM

Configuration v1.0Configv2.0

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RMv1.0

RMv2.0

RMv3.0

Release Management Roles

Release ReleaseRelease Owner

Release Coordinator

Technical Lead

RM Committee

Test Lead

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Release Management

Wh / HWhat / Howt T k?to Track?

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Key Performance Indicators

are consistently measured…are consistently measured…are cheap to gather…are expressed as a cardinal number or

percentagepercentage…are expressed using at least one unit of

measure…are contextually specificy p

Jaquith, 2007#TECH7

What About Release Quality?

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Low drag QA processesLow drag QA processes

The After Action Review (AAR)The After Action Review (AAR)

CProjects Releases Individual Changes

��• 800+ Attorneys / 1800+ Users

���� y /• 19 offices across the US, Europe and Asia• Windows XP / Office 2003 ��• Windows 7 / Office 2010• Centralized DMS / Matter Centric Autonomy

/• iManage Autonomy DeskSite/ FileSite• HBR FastFolders / FastFiler• SharePoint (eHunt intranet)• SharePoint (eHunt intranet)• Client Workroom (extranet) / eRoom• Citrix VPN and Published ApplicationsCitrix VPN and Published Applications

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Process Progress

People

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rev-elationnoun–noun

1.the momentum that will move us into a new era -a time of renewed vigor and creativity; a time to look ahead with newfound knowledge and develop new strategies for SUCCESS.new strategies for SUCCESS.

2.the positive outlook; the shift in mindset that informs the creation and development ofinforms the creation and development of substantive content for ILTA 2011.

3.an opening of your mind’s eye to energy and innovation.

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rev-elationnoun–noun

1.the momentum that will move us into a new era -a time of renewed vigor and creativity; a time to look ahead with newfound knowledge and develop new strategies for SUCCESS.new strategies for SUCCESS.

2.the positive outlook; the shift in mindset that informs the creation and development ofinforms the creation and development of substantive content for ILTA 2011.

3.an opening of your mind’s eye to energy and innovation.

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Wh i it k t t t ki h ?When is it okay to stop tracking changes?

NeverNever

Never

Never

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H&W CCR Owner FeedbackH&W CCR Owner Feedback

“Over the years that I have been here I have seen the Over the years that I have been here I have seen the QA and Change Control go from a wishful thought to a working system. Before the change control process was in place it was like the wild, wild west. Everyone was running around doing their own thing. Even members of h h d h d i k i i h ll h the same group had a hard time keeping up with all the changes that just their group was making.”(H&W N t k A l t)(H&W Network Analyst)

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General Attitudes Toward ChangeGeneral Attitudes Toward Change

Our dilemma is that we hate change and love it at the same time; what we reallysame time; what we really want is for things to remain the same – but get better.

Sydney J. Harris,Chicago Journalist 1917-1986

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Technology Change ControlTechnology Change Control

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H&W Change Control DefinitionH&W Change Control Definition

“Any change that 1) has Any change that 1) has potential impact on one or more users; 2) disrupts a service; 3) changes a configuration; or 4) adds

h l or removes technology from the environment requires prior requires prior authorization from the Change Advisory Board”g y

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Goals of H&W IT Change ControlGoals of H&W IT Change Control

• Keep Accurate IT Systems RecordsKeep Accurate IT Systems Records• Constantly Improve

M A f• Minimize Potential End User Issues Arising from Technology Change

Lessons L d Continuous ImprovementLearned Co uous p ove e

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H&W IT Change Control HistoryH&W IT Change Control History

U d t d

Formal Quality

Updated Change Control Policy October 2010

Change Control Implemented September

Assurance April 2008

p2004

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H&W IT Quality AssuranceH&W IT Quality Assurance

Phase 1 Phase 2 Phase 3Test Plan & Phase 4 Phase 5

Request Entered

Requirements Agreed Upon

Test Plan & Test Script

DevelopmentTesting &

RemediationClose Out -

Review

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H&W IT QA SharePoint HomeH&W IT QA SharePoint Home

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H&W IT QA SharePointProject Web Page

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H&W IT Feedbackon QA Process

“Due to the great work of our QA team the quality of Due to the great work of our QA team the quality of our delivered products has gone up and the stress during projects has gone down.” (H&W Network Analyst)

“I have only good comments about the QA process.”(H&W Project Manager)

“QA was something that was sorely needed for years.” (H&W Network Analyst)

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H&W IT Change Control PolicyOctober 2010

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H&W IT Change Control PolicyOctober 2010

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H&W IT Change Control PolicyOctober 2010

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H&W IT Change ControlRequest Requirements

Roll back Plan

• “Justin Case”

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H&W CCR Owner FeedbackH&W CCR Owner Feedback

“CC is only as good as the people using it The CC is only as good as the people using it. The system we have is working well . . . I like that we include all groups across the IT team While we include all groups across the IT team. While we might not have a clear understanding of what everyone else does I think it's important that we everyone else does, I think it s important that we know about all changes to avoid overlaps and conflicts ”conflicts.(H&W Sr. Network Analyst)

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CCR ReviewersCCR Reviewers

Board and Peer

All Team Supervisors and

QA

Team SupervisorTeam Supervisor

Owner

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Communication MattersCommunication Matters

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H&W IT Change Control SharePoint Home

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Types of CCRsTypes of CCRs

Board Pre-Approved

Project Related

Magic Work Orders

Break-fix Walk-around

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Post Change – What’s Next?Post Change What s Next?

Complete the Complete the Puzzle!

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H&W CCR Owner FeedbackH&W CCR Owner Feedback

“With respect to CCR I think that we have a With respect to CCR, I think that we have a good, understandable process that is well-adhered to We have instilled a sense of adhered to. We have instilled a sense of ownership and accountability in system owners that was lacking There is and always will be that was lacking. There is, and always will be room for improvements, but overall I think CC is meeting our requirements ” meeting our requirements. (H&W Project Manager)

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Most Important Take-Away . . .Most Important Take Away . . .

Process Progress

People

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H&W CCR Owner FeedbackH&W CCR Owner Feedback

“The process is a huge improvement over the days when The process is a huge improvement over the days when things were done and no one knew about them or found out only when something went wrong or changed the way we operated. There are considerably fewer outages as the result of changes and those that do occur

h i d i d h h l i h are short in duration and have much less impact as the result of the review process and proper planning. I would never want to return to the days of “no change would never want to return to the days of no change control.” (H&W Sr. Network Analyst)(H&W Sr. Network Analyst)

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Change ControlChange Control

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ReferencesReferences

Jaquith Andrew (2007) Security metrics: Jaquith, Andrew. (2007). Security metrics: replacing fear, uncertainty, and doubt.

Klosterboer Larr (2009) Implementing ITIL Klosterboer, Larry. (2009). Implementing ITIL change and release management.S A ( 993) A fUS Army. (1993). A leader’s guide to after-action reviews. (TC 25-20)

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Reach Tim at:tgolden@mcguirewoods.com@Tim_Golden on Twitter

Reach Denise at:Reach Denise at:dmiller@hunton.com

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Thanks!Thanks!

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