1. After complete this unit, student must be able to review change request
- collect and review fault details from various sources
- obtain technical data from various sources
- clarify nature of change with client
2. After complete this unit, student must be able to modify the system to accept changes
- review changes against business requirements
- design, code and document changes according to standards, if hardware change then it is installed according to manufacturer's specification
- revise technical documentation to reflect change
- test and finalise system changes
3. After complete this unit, student must be able to meet training requirements
- users are shown how to use the changed system
- change management training is supplied
4. After complete this unit, student must be able to complete an evaluation of the change status
- determine system effectiveness to identify need for replacement rather than maintenance
- make recommendations of system effectiveness
5. After complete this unit, student must be able to implement changes
- develop a backup plan to ensure business continuity during implementation
- update training materials and training requirements
- review technical requirements to facilitate acceptance of changes into production
- introduce changes into production in accordance with business requirements
- complete and update change requests and other documentation
Change management is a structured approach to transitioning individuals, teams and organisatins from a current state to a desired future state. Change management (or change control) is the process during which the changes of a system are implemented in a controlled manner by following a pre-defined framework/model with, to some extent, reasonable modifications
Change Management in IT is an IT Service Management discipline. The objective of Change Management in this context is to ensure that standardized methods and procedures are used for efficient and prompt handling of all changes to controlled IT infrastructure, in order to minimize the number and impact of any related incidents upon service. Changes in the IT infrastructure may arise reactively in response to problems or externally imposed requirements, e.g. legislative changes, or proactively from seeking improved efficiency and effectiveness or to enable or reflect business initiatives, or from programs, projects or service improvement initiatives. Change Management can ensure standardized methods, processes and procedures are used for all changes, facilitate efficient and prompt handling of all changes, and maintain the proper balance between the need for change and the potential detrimental impact of changes.
Review change requests2. Gather and organise system data relevant to the change requests, using available diagnostic tools
3. Review the proposed changes against current and future business requirements and examine the system data, with work team, in order to select appropriate changes to be carried out
4. Discuss and clarify the selected changes with client
1. Develop a plan, with prioritised tasks and contingency arrangements, for modification of the system
2. Undertake the selected system changes according to organisational guidelines and procedures and in accordance with manufacturer recommendations
3. Test the system changes for performance and identify problems
4. Resolve identified problems
5. Revise relevant client and technical documentation to reflect system changes according to organisational standards
6. Notify client of status of change and update change management system, as per organisational help desk procedures
ProjectTrack 2007 - Personal Edition Overview
The Personal Edition of ProjectTrack is targeted to anyone that needs to manage projects in a single user environment.
ProjectTrack compliments applications such as MS Project, but does not replace them. Rather than a planning tool, ProjectTrack is a program to help you execute your plan; saving you time with all the administrative work that surrounds projects.
For example, if you use a spreadsheet or word processor to keep track of action items (to-dos), issues, milestones, etc. You can use ProjectTrack to keep track of all those items from a single location. You can have multiple companies and projects, each one of them with its own set of information. But keeping track of things is not all you can do with ProjectTrack. Most projects generate documents that need to be easily accessible. They can be linked directly to the project, saving time and stress searching. What about looking for a document related to a project that was finished some time ago? With ProjectTrack, the document can remain linked for easy access.
ProjectTrack also has a Document Management System; simple, but powerful.
With ProjectTrack you can catalog all of your documents. Once a document is attached to ProjectTrack, you can search for it using a multitude of parameters, and the results display immediately. You still need to save the documents someplace in your computer or network, but once ProjectTrack is linked to them, you will not ever need to remember where you put them.
Activity 3
Your Helpdesk has received a variety of calls on the OKI C110 printers.
Many of these calls require a hardware service from an OKI technician. Although at present these printers are still under warranty, the delays in getting a technician are causing inconvenience and aggravation amongst your users.
Other OKI C110 printers do not seem to cause problems - -one is working quite well for the Director of the Information Technology Department. Yet the one in the Human Resources section has had five calls requiring technical assistance in the past seven weeks.
The organisation has 45 of these printers, which were bought as a cheaper alternative to the Hewlett Packard photosmart C6380, which had been the organisation standard until this year.
Q: Investigate both printers, including their price, consumables, warranty conditions and throughput. Produce a recommendation for your manager Lothar Voigt about the OKI printers.
A: Referring to table bellowing, the HP C6380 is will be better than Oki c110 because of by the same amount of consumables and warranty but HP C6380 is a bit cheaper.
Activity 4
Activity 4.1 By reserching on the web, find the mission statements of
4.1a: A profit making organisation
A: A mission statement is a brief description of a company's fundamental purpose. A mission statement answers the question, "Why do we exist?"
The mission statement articulates the company's purpose both for those in the organization and for the public.
For instance, the mission statement of Canadian Tire reads (in part): “Canadian Tire is a growing network of interrelated businesses... Canadian Tire continuously strives to meet the needs of its customers for total value by offering a unique package of location, price, service and assortment.”
The mission statement of Rivercorp, business development consultants in Campbell River, B.C., is: “To provide one stop progressive economic development services through partnerships on behalf of shareholders and the community.”
As you see from these two mission statement samples, mission statements are as varied as the companies they describe. However, all mission statements will "broadly describe an organization's present capabilities, customer focus, activities, and business makeup" (Glossary, Strategic Management: Concepts and Cases by Fred David).
4.1b: A non-profit making organisation
A: A Non-profit making organisations are also known as 'not for profit' organisations and this is the name we give them simply because they want to do something or provide something rather than make more and more money.
What kind of organisations are we talking about that just want to do something rather than making money? Well, is there a Youth club near you? Or a Garden Society? Or a Working Men's Club? They are probably examples of non-profit making organisations. Here's a bigger list!
- Associations
- Clubs
- Societies
- Unions
- Charities
- Universities
- Churches
Activity 4.2 Produce a set of instructions for installing the following
4.2a: Hewllet Packard Laserjet 5100
- Go to Start > Printers and Faxes. Then you will see the list of printers which are installed on your PC.
- Double-click on the icon 'Add Printer'.
- Click on 'Next'
- The option "A network printer, or a printer attached to another computer" is automatically checked.
- Click on 'Next' and you will see following three possibilities to add a printer: 1) find a printer in the directory, 2) connect to this printer, 3) Connect to printer on the internet or...(greved out)
- Choose the first option
- If you know the name or location of the printer, fill it in and press 'Find Now'. (This limits the number of matches).
If you do not know the name and/or location, leave all fields blank and press 'Find Now'. - Select the correct printer and press 'OK'.
- Choose whether you want to install the printer as default printer or not and press 'Next'.
4.2b Windows XP
A: This procedure demonstrates how to install Windows XP Professional. The procedure to install Windows XP home edition is very similar to the professional edition. Since Windows XP Pro is more advanced operating system, it will be used to demonstrate the installation procedure.
All versions of Windows XP CD are bootable. In order to boot from CD/DVD-ROM you need to set the boot sequence. Look for the boot sequence under your BIOS setup and make sure that the first boot device is set to CD/DVD-ROM. You can then perform the following steps to install Windows XP:
Step 1 - Start your PC and place your Windows XP CD in your CD/DVD-ROM drive. Your PC should automatically detect the CD and you will get a message saying "Press any key to boot from CD".
Step 2 - At this stage it will ask you to press F6 if you want to install a third party Raid or SCSI driver. If you are using a an IDE Hard Drive then you do not need to press F6. If you are using a SCSI or SATA Hard drive then you must press F6 otherwise Windows will not detect your Hard Drive during the installation. Please make sure you have the Raid drivers on a floppy disk. Normally the drivers are supplied on a CD which you can copy to a floppy disk ready to be installed. If you are not sure how to do this then please read your motherboard manuals for more information.
Step 4 - You will be asked to insert the floppy disk with the Raid or SCSI drivers. Press enter after you have inserted the disk.
Step 5 - You will see a list of Raid drivers for your HDD. Select the correct driver for your device and press enter.
Step 6 - You will then get a Windows XP Professional Setup screen. You have the option to do a new Windows install, Repair previous install or quit. Since we are doing a new install we just press Enter to continue.
Step 7 - You will be presented with the End User Licensing Agreement. Press F8 to accept and continue
Step 8 - This step is very important. Here we will create the partition where Windows will be installed. In our case the drive size is 8190MB. We can choose to install Windows in this drive without creating a partition, hence use the entire size of the drive. If you wish to do this you can just press enter and Windows will automatically partition and format the drive as one large drive.
However for this demonstration I will create two partition. The first partition will be 6000MB (C: drive) and second partition would be 2180MB (E: drive). By creating two partition we can have one which stores Windows and Applications and the other which stores our data. So in the future if anything goes wrong with our Windows install such as virus or spyware we can re-install Windows on C: drive and our data on E: drive will not be touched. Please note you can choose whatever size partition your like. For example if you have 500GB hard drive you can have two partition of 250GB each.
Press C to create a partition.
Step 8 - Windows will show the total size of the hard drive and ask you how much you want to allocate for the partition you are about to create. I will choose 6000MB. You will then get the screen below. Notice it shows C: Partition 1 followed by the size 6000 MB. This indicates the partition has been created. We still have an unpartitioned space of 2189MB. Next highlight the unpartitioned space by pressing down the arrow key. Then press C to create another partition. You will see the total space available for the new partition. Just choose all the space left over, in our case 2180MB.
Step 9 - Now you will see both partition listed. Partition 1 (C: Drive) 6000MB and Partition 2 (E: Drive) 2180MB. You will also have 8MB of unpartitioned space. Don't worry about that. Just leave it how its is. Windows normally has some unpartitioned space. You might wonder what happened to D: drive. Windows has automatically allocated D: drive to CD/DVD-ROM.
Select Partition 1 (C: Drive) and press Enter.
Step 10 - Choose format the partition using NTFS file system.This is the recommended file system. If the hard drive has been formatted before then you can choose quick NTFS format. We chose NTFS because it offers many security features, supports larger drive size, and bigger size files.
Windows will now start formatting drive C: and start copying setup files
Step 11 - After the setup has completed copying the files the computer will restart. Leave the XP CD in the drive but this time DO NOT press any key when the message "Press any key to boot from CD" is displayed. In few seconds setup will continue. Windows XP Setup wizard will guide you through the setup process of gathering information about your computer.
Step 12 - Choose your region and language.Step 13 - Type in your name and organization.
Step 14. Enter your product key.
Step 15 - Name the computer, and enter an Administrator password. Don't forget to write down your Administrator password.
Step 16 - Enter the correct date, time and choose your time zone.
Step 17 - For the network setting choose typical and press next.
Step 18 - Choose workgroup or domain name. If you are not a member of a domain then leave the default settings and press next. Windows will restart again and adjust the display.
Step 19 - Finally Windows will start and present you with a Welcome screen. Click next to continue.
Step 20 - Choose 'help protect my PC by turning on automatic updates now' and press next.
Step 21 - Will this computer connect to the internet directly, or through a network? If you are connected to a router or LAN then choose: 'Yes, this computer will connect through a local area network or home network'. If you have dial up modem choose: 'No, this computer will connect directly to the internet'. Then click Next.
Step 22 - Ready to activate Windows? Choose yes if you wish to active Windows over the internet now. Choose no if you want to activate Windows at a later stage.
Step 23 - Add users that will sign on to this computer and click next.
Step 24 - You will get a Thank you screen to confirm setup is complete. Click finish.
Step 25. Log in, to your PC for the first time.
Step 26 - You now need to check the device manager to confirm that all the drivers has been loaded or if there are any conflicts. From the start menu select Start -> Settings -> Control Panel. Click on the System icon and then from the System Properties window select the Hardware tab, then click on Device Manager.
If there are any yellow exclamation mark "!" next to any of the listed device, it means that no drivers or incorrect drivers has been loaded for that device. In our case we have a Video Controller (VGA card) which has no drivers installed.
Your hardware should come with manufacturer supplied drivers. You need to install these drivers using the automatic setup program provided by the manufacturer or you need to manually install these drivers. If you do not have the drivers, check the manufacturers website to download them.
To install a driver manually use the following procedure:
(a) From the device manager double click on the device containing the exclamation mark.
(b) This would open a device properties window.
(c) Click on the Driver tab.
(d) Click Update Driver button. The Wizard for updating device driver pops upYou now get two options. The first option provides an automatic search for the required driver. The second option allows you to specify the location of the driver. If you don't know the location of the driver choose the automatic search which would find the required driver from the manufacturer supplied CD or Floppy disk. Windows would install the required driver and may ask you to restart the system for the changes to take affect. Use this procedure to install drivers for all the devices that contain an exclamation mark. Windows is completely setup when there are no more exclamation marks in the device manager.
Activity 5 Answer the following questions about the process described in the Guide.
Q 5.1: How does this process ensure quality in the change?
A: The CCRB, the Requester, and the Implementer perform the PIR.- The effectiveness of the change made against the original objective
- Any planning of outstanding or further actions
- Determination of whether all documentation and change requests have been updated
- Any breakdowns in the process
PIR comments are recorded in the change request, including whether the change was successful or unsuccessful.
All requests (including cancellations) will be retained in a central repository for audit and knowledge base purposes.
Q5.2: Verify the success of the change?
A: Because of the dynamic of the change environment, it is necessary to constantly monitor the effectiveness of and compliance with the change process. Through the use of reports generated change management and reports generated through audits, periodic refinements can be made to the change process to improve its effectiveness.
Q5.3: Measure the results of the change
A: Reports regarding performance to pre-defined change metric standards such as those mentioned previously as Key Performance Measures, is key to understanding how well change is performed under varying circumstances. This information is the source for determining if change management is performed satisfactorily or requires a process review. Specific metrics and standards are defined during rollout of the change process.Activity 6
Your organisation is planning to remove a variety of colour inkjet printers which are attached to individual PCS, and replace them with two printers:
- a networked monochrome laser printer (a Hewlett Packard HP4100N)
AND
- a networked colour laser printer (a Hewlett Packard 4550N)
The reasons for doing this have been
- costs (it costs more to buy cartridges for all the inkjet printers than 10 toner cartridges for the monochrome laser printer and a full set of 4 colour laser cartridges for the colour laser printer)
- quality (the output of the lasers is of a higher quality than that of the inkjets)
- speed (the lasers are quicker than the inkjets)
- reliability (the lasers have fewer moving parts and are more robust)
Many of your users are unhappy with losing their own personal colour printer.
Q: What are the main issues that you will need to cover in training your users for the new printer configurations?
Key terms
Hardware: May include but is not limited to workstations, personal computers, modems or other connectivity devices, networks, DSL modems, remote sites, servers.
Software: May include but is not limited to commercial, in-house, packaged or customised software.
System: May include but is not limited to the hardware and software components that run a computer.
Requirements: May be in reference to the business, system, application, network or people in the organisation.
Client: May include but is not limited to internal departments, external organisations, individual people and employees.
Organisational guidelines: May include but are not limited to personal use of emails and internet access, content of emails, downloading information and accessing particular websites, opening mail with attachments, virus risk, dispute resolution, document procedures and templates, communication methods and financial control mechanisms.
Technical documentation: May include project specifications, reports, help references, technical manuals, training materials and self-paced tutorials, on-line help, user guides, brochures.
Standards: May include ISO/IEC/AS standards, organisational standards, project standards (for further information refer to the Standards Australia website at: www.standards.com.au).
Documentation: May follow ISO/IEC/AS standards, audit trails, naming standards, version control, project management templates and report writing, maintaining equipment inventory; client training and satisfaction reports.
Help desk procedures: May include:· customer contact centre or general contact point that then consults with a supplier or other technician· customer contact centre staffed by technicians capable of solving problems· real-time on-line support· web-based support.
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