Without limiting the rights under copyright, no part of this document may be

reproduced, stored in or introduced into a retrieval system, or transmitted in any form

or by any means (electronic, mechanical, photocopying, recording, or otherwise) or
for any purpose, without the express written permission of Synergycentric Sdn Bhd.
Synergycentric may have patents, patents applications, trademarks, copyrights, or
other intellectual property rights covering subect matter in this document. !xcept as
expressly provided in any written license agreement Synergycentric, the furnishing of
this document does not give you any license to these patents, trademarks,
copyrights, or other intellectual property.
Standard Operating Procedure:
Change Management
Prepared for: Synergycentric Sdn. Bhd.
Prepared by: TWM IT Outsourcing Project Transition Team
Date:
st
October !"#
$ersion:
Standard Operating
Procedure (SOP)
Change Management
Change Management Release 1 1
st
October 2014
Release and Revision Record
"he following information is being used to control and track modi#cations made to
the document.
Revision Date Section(
s)
Versio
n
Page
Number(
s)
Summary of Changes(s)
$
st
%ctober &'$( )ll $ $* +nitial ,raft
% Synergycentric Sdn Bhd& 'ersion Page ! of (
Change Management Release 1 1
st
October 2014
Document Control
Author )bdul -a#. )ri/n
File Name S%0 1 "W2 1 3hange 2anagement4v$
Created Wednesday, $
st
%ctober &'$(
ast !dited Wednesday, $
st
%ctober &'$(
D"S#R"$%#"&N
$. Synergycentric Sdn. Bhd.
#RAD!'"NDS "# &%#S&%RC"N( PR&)!C# #RANS"#"&N #!A*
)bdul -a#. )ri/n
Service )ssurance Specialist
5ee Boon 3hong
Service ,elivery 2anager
PR!PAR!D $+ R!V"!'!D $+
S+N!R(+C!N#R"C SDN, $-D,
5ee Boon 3hong
Service ,elivery 2anager
ACC!P#!D $+
% Synergycentric Sdn Bhd& 'ersion Page ) of (
Change Management Release 1 1
st
October 2014
TAB! O" CO#T!#T
., "N#!N#"&N &F #-! S&P,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,/
.,. "ntention of the S&P,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,/
0, Princi1les,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,/
0,. Princi1les,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,/
2, Res1onsibilities,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,3
2,. Res1onsibilities,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,3
4, Re5uirements,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,.6
4,. Re5uirements,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,.6
7, Procedure,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,.6
7,. Procedure,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,..
8, References,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,.7
8,. References,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,.7
/, &ther S&P9 document9 la:s and rules to consider,,,,,,,,,,,,.7
/,. &ther S&P9 document9 la:s and rules to consider,,,,,,,.7
;, <ey %sers,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,.7
;,. <ey %sers,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,.7
3, #raining = "m1lementation Plan,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,.8
3,. #raining = "m1lementation Plan,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,.8
.6, A11endices,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,.8
.6,. A11endi> . ? Change Re5uest Form,,,,,,,,,,,,,,,,,,,,,,,,,,,.8
% Synergycentric Sdn Bhd& 'ersion Page # of (
Change Management Release 1 1
st
October 2014
$ST O" TAB!
N& #A$! &F F"(%R!S !N#R"!S F&%ND,
$ST O" "$%&R!
6igure $7 3hange 2anagement 0rocess 6low...............................................$$
% Synergycentric Sdn Bhd& 'ersion Page * of (
Change Management Release 1 1
st
October 2014
., ., "ntention of the S&P "ntention of the S&P
.,."ntention of the S&P
"he intention of this S%0 is to describe 3hange 2anagement process.
0, 0, Princi1les Princi1les
0,.Princi1les
3hange 2anagement is the process of planning, coordinating, implementing
and monitoring changes a8ecting any production platform within +nformation
"echnology9s control.
"he obectives of the 3hange 2anagement process are to7
ensure that changes are made with minimum disruption to the services
+" has committed to its users
support the e/cient and prompt handling of all changes
provide accurate and timely information about all changes
ensure all changes are consistent with business and technical plans
and strategies
ensure that a consistent approach is used
provide additional functionality and performance enhancements to
systems while maintaining an acceptable level of user services
reduce the ratio of changes that need to be backed out of the system
due to inade:uate preparation
ensure that the re:uired level of technical and management
accountability is maintained for every change
monitor the number, reason, type, and associated risk of the changes
*a@or change is de#ned as signi#cant change that are classi#ed as need1
approval changes and these changes must be planned in advance and
% Synergycentric Sdn Bhd& 'ersion Page ( of (
Change Management Release 1 1
st
October 2014
submitted for approval from the 3hange )dvisory Board (3)B). "he change
re:uest should also suggest a time for this change to take place via the
change form before being carried out. "he 3)B will have ultimate say if the
change goes ahead at the suggested time or not. ,etailed in the change
re:uest should be the documentation about what work is going to happen
and the perceived bene#t and impact to the users. "hese types of changes
should always have a back out plan or mitigating action plan attached. Some
examples of maor changes are7
change that results in an interruption to a service, or has a signi#cant
risk of an interruption to service
change that results in a business or operational practice change
changes in any system that a8ect disaster recovery or business
continuity
introduction or discontinuance of a service
operating system patches (critical, hot1#xes, and service packs)
*inor change is de#ned as routine change that may be done at any time as
these have been categori.ed as low risk and the procedures are known and
well documented. Some examples of minor changes are7
application1based security
business needs patches
regularly scheduled maintenance
operating system patches (critical, hot1#xes, ; service packs)
!mergency change is de#ned as unscheduled change, which resulted from
unscheduled outages, e.g. server crashes, etc. that may re:uire immediate
attention whenever they happen. "he change re:uest form should still be
#lled in, but this could be done after the fact as a means of looking back.
Some examples of emergency changes are7
department or building is without service
% Synergycentric Sdn Bhd& 'ersion Page + of (
Change Management Release 1 1
st
October 2014
a severe degradation of service re:uiring immediate action
a failure causing a negative impact on business operations
a response to a natural disaster
a response to an emergency business need
2, 2, Res1onsibilities Res1onsibilities
2,.Res1onsibilities
Service DesA
0rovides a single contact point for managing change re:uest
5og, track, and close change re:uest raised
Problem *anagement #eam
<aise a change re:uest to implement solution as part of problem
management process
=pdate the knowledge base so that it becomes a reference for Service
,esk and +ncident 2anagement teams
Change *anagement #eam
5ead by the +" manager from Synergycentric
>alidate, )pprove or reect change re:uest ? with involvement of
3hange )dvisory Board (3)B)
Schedule the approved change re:uest
3ommunicate the changes planned to the business users a8ected
% Synergycentric Sdn Bhd& 'ersion Page , of (
Change Management Release 1 1
st
October 2014
0ost implementation review
3onsists of representatives from Synergycentric, "radewinds and third
parties
Change Advisory $oard (CA$)
Suggested permanent members, %peration manager, )ppointed
representative by each 3ustomer
By invitation members consists of )pplication ,eveloper, "echnical
Specialist, @etwork Specialist
)pproving re:uested changes
)ssisting in the assessment and prioriti.ation of changes
0ost implementation review
"# &1eration #eam
+mplement the approved change re:uest
0repare change re:uest form with 6allback plan
)ctivate 6allback plan if change failed
4, 4, Re5uirements Re5uirements
4,.Re5uirements
Service ,esk software, which if available. +f not, at least -elpdesk software to
track change re:uest.
% Synergycentric Sdn Bhd& 'ersion Page - of (
Change Management Release 1 1
st
October 2014
@ote7 3urrently Synergycentric is using =lysses 3<29s +ntegrated Service
2onitoring
% Synergycentric Sdn Bhd& 'ersion Page " of (
Change Management Release 1 1
st
October 2014
7, 7, Procedure Procedure
"his chapter would describe in detailed what are the processes re:uired and
how they are being used in 3hange 2anagement to manage the change
re:uest logged.
7,.Procedure
Figure .? Change *anagement Process Flo:
% Synergycentric Sdn Bhd& 'ersion Page of (
Change Management Release 1 1
st
October 2014
., Pre1ares Change Re5uest form :ith FallbacA Plan
+" %peration team will develop the 6allback 0lan to revert to the
original state if the solution provide failed to function
+" %peration team will test the workable 6allback 0lan prior submitting
the change re:uest form to initiate change re:uest management
+" %peration team will prepare the change re:uest form and attach the
6allback 0lan
0, "nitiate from Problem *anagement
0roblem 2anagement team initiates the 0roblem 2anagement
processes by raising a <e:uest for 3hange (<63) to the Service
,esk
2, Create RFC ticAet
=pon receiving <63 form, Service ,esk veri#es that the re:uired
#elds in the <63 form is #lled up. 0lease refer to )ppendix $ for a
copy of 3hange <e:uest form
%nce all information is veri#ed to be correctly #lled up, Service
,esk creates a <63 ticket
4, Valid ChangeB
+f the change re:uest is valid, 3hange 2anagement "eam proceed
to determine the category of change
+f it is not a valid, 3hange 2anagement "eam will update Service
,esk, while Service ,esk will inform the re:uestor of the reection
% Synergycentric Sdn Bhd& 'ersion Page ! of (
Change Management Release 1 1
st
October 2014

7, "m1act Analysis
"he 3hange 2anagement "eam determine and con#rm the change
category by evaluating the impact that may occur as a result of the
change
"he 3hange 2anagement "eam will conduct an impact and risk
analysis to #nd out the feasibility to implement the change by
looking at the proper fallback plan and technical assessment plan
8, CA$ A11rovedB
+f the 3hange )dvisory Board (3)B) approve the change, the
3hange 2anagement "eam will schedule the change and
communicate with the business users
+f the 3hange )dvisory Board (3)B) reect the change, 3hange
2anagement "eam will update Service ,esk, while Service ,esk
would inform the re:uestor of the reection
/, Schedule Change C Communicate := Su11ort C $usiness %sers
"he 3hange 2anagement "eam will schedule the change as per
schedule window with respective parties
When the schedule has been #nali.ed, the 3hange 2anagement
"eam will inform the respective business users and +ncident
2anagement team who would be a8ected by the change
;, "m1lement Change
% Synergycentric Sdn Bhd& 'ersion Page ) of (
Change Management Release 1 1
st
October 2014
"he +" %peration "eam will proceed to implement the change at the
scheduled change window
)fter the change has been implemented, the +" %peration "eam will
proceed to test whether the implementation is successful or not
3, SuccessfulB
+f the implementation is successful, the 3hange 2anagement "eam will
evaluate the implementation
+f the implementation is not successful, the +" %peration will execute
the fall back plan
.6, Activate FallbacA Plan
) re:uest to execute appropriate back out procedures, as de#ned in
the change back out plan
"his re:uest is issued when the completion criteria of an
implementation step has not been met
.., Post "m1lementation Revie:
3onduct a review of the change management process to determine
what went wrong, what went right, and what changes to make to
the process
,ocument any lessons learned that were uncovered during the
post1change review
=se the lessons learned to recommend changes to procedures, if
any
% Synergycentric Sdn Bhd& 'ersion Page # of (
Change Management Release 1 1
st
October 2014
.0, Notify Re5uestor of Re@ection
+nform re:uestor the reason for reection of the change re:uest
.2, %1date and close RFC
Service ,esk changes the status of the change record to closed
+nform the change re:uester of change closure
8, 8, References References
8,.References
"he input for the development of this document is as follow7
+" +nfrastructure 5ibrary (+"+5) references
"he output for the development of this document is as follow7
Standard %perating 0rocedure, 3hange 2anagement
/, /, &ther S&P9 document9 la:s and rules to consider &ther S&P9 document9 la:s and rules to consider
/,.&ther S&P9 document9 la:s and rules to consider
Standard %perating 0rocedure, 0roblem 2anagement
Standard %perating 0rocedure, Service ,esk 6unction
;, ;, <ey %sers <ey %sers
% Synergycentric Sdn Bhd& 'ersion Page * of (
Change Management Release 1 1
st
October 2014
;,.<ey %sers
Synergycentric Service ,esk
Synergycentric 3hange 2anagement "eam
Synergycentric +" %peration "eam
3, 3, #raining = "m1lementation Plan #raining = "m1lementation Plan
3,.#raining = "m1lementation Plan
Aey users listed in 3hapter B needs to be briefed on the procedures.
.6, .6, A11endices A11endices
.6,. A11endi> . ? Change Re5uest Form
"W2 3hange
<e:uest 6orm.docx
Note? to use the 3hange <e:uest 6orm, double click and print out the form.
% Synergycentric Sdn Bhd& 'ersion Page ( of (