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Change Management Briefing

02 Apr 2015

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• Briefing on new Emergency Change process• Frequently asked questions over ECR• Briefing on upcoming modifications in the Change process• AOB

Agenda

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Emergency Change Process• Manulife is in process of aligning their Global Change Management

process with the current Change Management process followed by CSC for Manulife related Changes.

• Going forward there will be no "Expedited" and no "Latent" Changes. All such Changes need to be submitted as "Emergency" Change Request (ECR)

• Any Change which does not meet the lead time of a normal Change, yet has valid business justification , can go ahead at an Emergency Change.

• All ECRs must obtain full approval before implementation.

• Duty Commander On-Call (DCO) approval is mandatory for all ECRs

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CSC Teams

CSC Change Team

Manulife Change Team

ECAB Meeting

Change details are complete and ECR

justification is valid

Raise Emergency Change and call CSC Change team

Confirm the change details and reason for emergency change

CSC team calls Manulife Change team with ECR number

Send back to CSC team to follow the Normal change process or add missing details

NO

YES

Open the conference bridge for ECAB. CSC joins meeting and represents ECR.

Update the Change with the DCO approval information

Schedule ECAB meeting or contact DCO for fast track approval

Confirm the change details and reason for emergency change

Change details are

complete and ECR

justification is valid

NO

Notify CSC Change team with required updates

Notify CSC Change team with ECAB time(Adhoc or standing meeting)

YES

ECR approved at ECAB or as fast track by

DCO?

YESYES

NO

Send back to CSC team to follow the Normal change process

From 9am to 5pm SGT , Mon - Fri

CSC Teams

CSC MIM (after hours /weekends)

Manulife MIM (after hours/weekends)

ECAB Meeting

Change details are complete and ECR

justification is valid

Raise Emergency Change

Confirm the change ID and reason for emergency change

CSC team calls Manulife MIM team with ECR number

Send back to CSC team to follow the Normal change process or add missing details

NO

YES

Open the conference bridge for ECAB. CSC joins meeting and represents ECR.

Update the Change with the information

Schedule ECAB meeting or contact DCO for fast track approval

Confirm the change details and reason for emergency change

Change details are

complete and ECR

justification is valid

NO

Notify CSC Team with required updates

Notify CSC Change team with ECAB time(Adhoc or standing meeting)

YES

ECR approved at ECAB or as fast track by

DCO?

YESYES

NO

Send back to CSC team to follow the Normal change process

Call their Tech Lead/CDM and get the approval

ECR in response to

P1/P2 incident

YES

NO

After Hours/ Weekends

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How to obtain DCO approval• DCO approval can be taken via

– Daily ECAB held at 4.00pm SGT– Adhoc ECAB held based on requirement– Fast Track ECR approval based on requirement.

• ECAB Details– International toll-free look-up: http://www.services-bell.com/tollfree

(enter 4164063406 in search field) – Conference ID 6467484#

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Frequently Asked Questions• I have to perform a Change to fix a P3/P4 incident. Can this be an ECR?Yes. Such Changes qualify for an ECR and should follow the emergency Change process.

• Client has requested me to perform an Emergency Change. What shall I do?Ask the client these three questionsa) Why the Change is required as an Emergency Change?b) Why was it not planned in advance?c) What will be the impact if the Change is postponed to follow the normal Change process?Once these answers are provided, an ECR can be raised with the above information and the Emergency Process is to be followed.

• I have to perform a ECR after hours and it is not related to P1/P2. What should I do?You need to contact your tech lead/CDM and get their approval (verbal/email). Then you need to contact the Manulife MIM and inform them about the ECR. Manulife MIM will arrange for the DCO approval, and if the DCO requires an ECAB, Manulife MIM shall arrange the ECAB.

• How shall I know who are the approvers for an ECR ?Open the ECR and go to the approvals section. Select “Future Approvers” from the drop down and you can see all the list of approvers who are supposed to approve the ECR

• Change Team is not available after-hours. The first and final layer of approval is from Change Team. Who is going to approve the Change ticket in remedy?

In such scenario, all approvals should be taken over the email (or verbal if email is not possible). The Change ticket can still be in “Request for Authorization” stage, but once all approvals are taken, it can be implemented. CM Team shall override all approvals the next business day.

• Should the CSC MIM conduct ECAB ?No. The responsibility of conducting ECAB lies with Manulife Change Team during business hours and Manulife MIM team during after-hours/ weekends.

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• If the ECR has been raised post daily ECAB, can it be implemented?Yes. It should follow the emergency process and if fully approved, it can be implemented.

• I have taken DCO approval. Do I need other approvals for the ECR ?DCO approval is an additional approval for all ECRs. All other approvals (triggered in remedy) must be taken for the ECR. However, if exclusively requested, the DCO can provide override approval only for Manulife approvals. Similarly CSC SDM/DE has the authority to provide override over all CSC approvals.

• Does the Incident Team replace Change Team during after-hours/weekends?No. ML MIM facilitates the ECAB and helps in obtaining DCO approval. In case of P1/P2 CSC MIM is expected to inform ML MIM about the ECR. The Change Management team remains responsible for all Changes.

• Can I raise an ECR after gaining all approvals?All ECRs must be raised and approved before implementation. However, in case of a major failure the DCO and the ML Major Incident Manager can allow to implement the Change first and raise the Change later.

• Approvers of an ECR do not have access to email or remedy. Can I take verbal approval and perform the Change.Yes verbal approval is allowed in case of emergency Changes. However, it should be followed by an email approval at the earliest availability of the approver and should be attached in remedy by Change Owner. This applies to all verbal approvals.

• I have raised an ECR. I have taken my tech-lead/CDM approval and now I have to contact the Manulife MIM team. How shall I contact them ?

You can reach the Manulife MIM Team at asia_incident_management@manulife.com. They can also be contacted at their prime line number (+1 519 594 2728).

Frequently Asked Questions

Upcoming Process Modifications• Only medium risk (risk level 3) and high risk (risk level 4 & 5) Changes will be

discussed in the CAB meeting. • Low Risk (risk level 1 & 2) shall still be available in the CAB agenda but will not be

discussed unless specifically asked for by any of the stakeholders. • All medium and high risk Changes in the CAB are to be represented by the

respective Change Owners. The Change owners need to discuss what the change is for, when it is scheduled to start/end, the impact of the change, and address the concerns/questions raised by the stakeholders.

• Attendance is mandatory for all the Change Owners having medium and high risk Changes.

• If the Change Owner (having medium or high risk Changes) is not able to join the CAB they must delegate to a team member who is well aware of the Change.

• If the Change is not represented by the Change Owner or their delegate, then the Change will be marked as “rejected due to absence of Change Owner in the CAB meeting”

• All “rejected” Changes need to be rescheduled to a future date. If the change must proceed to address or prevent an incident the ECAB process will need to be followed. 9

Q & A ??

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