In 2004, we began down the road of adopting the IT Infrastructure Library framework. We began implementing our ITIL processes with Incident Management and Service Desk. We quickly followed with creating a Service Catalogue. The next major process was Change Management. A group of key people were assigned to become our IT Change Advisory Board (CAB). The membership of the CAB was solely IT Services technical staff and managers at the start.
The IT Services CAB had representation from all our teams: Service Desk, Desktops, Satellite Campuses, Applications, Web Services, Servers, Storage and Network teams.
Over the years, we have worked to establish the credibility of the CAB and the value that it brings to our organization. I am the current Change Manager and take every opportunity to talk about our Change Management Process to stakeholders in our community.
We have slowly grown our IT CAB into an enterprise CAB. We now have membership from our Learning and Teaching Centre, our Library, our Facilities Management group and now from our Broadcast Engineers (from our School of Business – Broadcast programs). As more and more groups ask to join, we get better communication about enterprise wide and campus wide (we have 5 campuses) changes.
The end result of this maturing process is that we can better manage changes initiated by service departments. reduce risk and maintain highly available, quality services to our students and our stakeholder community.
Here are some links to information about our change management process:
IT Services Scheduled Downtime http://www.bcit.ca/its/services/downtime.shtml
IT Services Maintenance Announcements http://www.bcit.ca/its/services/maintenance/