LIG Name goes here
George Neiport October 13, 2011
Change Management
Implementation
History, Performance & Lessons
Learned
Pittsburgh Local Interest Group
K&L Gates LLP review
Change Management at K&L Gates
– History
– Performance
– Lessons Learned
Questions
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About K&L Gates
1946 Kirkpatrick, Pomeroy, Lockhart & Johnson
1/1/2007 Kirkpatrick Lockhart, Nicholson, Graham combined with
Preston Gates & to form L&L Gates LLP
Nearly 2,000 lawyers; 38 offices; 3 continents
Private Equity Analyst regularly ranks K&L Gates as one of the
“most active law firms” world wide for both private equity/venture capital transactions and fund formation
Pittsburgh Local Interest Group
About K&L Gates (continued)
CIO magazine awarded K&L Gates its annual CIO Award in 2011,
2007, 2004, 2003 and 2002 in recognition of our technological innovations
K&L Gates ranked No. 2 in IP Today’s 2011 list of the busiest
trademark practices in the United States
The BTI Consulting Group recognized K&L Gates as a leader in
client service on both the 2010 BTI Client Service 30 and 2011 BTI Client Service A-Team surveys
Most First-Tier rankings of any law firm – 2010 U.S. News & World
Report – Best Lawyers survey
Pittsburgh Local Interest Group
About K&L Gates (continued)
Ranked No. 1 in the AmLaw Recession Performance Index –
October 2010
K&L Gates was ranked as among the nation’s five most influential
law firms in lobbying and government policy work in both 2009 and 2010 by the National Journal and Legal Times 2009 and 2010
ranking
Pittsburgh Local Interest Group
Local Lawyers - Global Connections
We provide seamless client service throughout our platform,
collaborating across offices and regions
We offer clients local market knowledge and access to national and
international capabilities
Pittsburgh Local Interest Group
Who We Serve
We represent a broad array of leading global
corporations in every major industry, capital
market participants, and ambitious middle-market and emerging growth companies
We also serve public sector entities, educational
institutions, philanthropic organizations, and individuals
Pittsburgh Local Interest Group
Representative Clients
Alcoa Inc.
Allegheny Technologies Incorporated Archer Daniels Midland Company Bank of America Corporation Baxter International Inc.
Brightstar Corp. CBS Corporation Crane Co.
Duke Energy Corporation
E. I. du Pont de Nemours and Company Eaton Vance Corp.
Education Management Corporation Flow International Corporation
FUJIFILM America, Inc.
The Goldman Sachs Group, Inc. Halliburton Company
Henderson Global Investors
Honeywell International Inc.
John Hancock Financial Services, Inc. Laing O'Rourke Plc
Man Investments, Inc. Merrill Lynch & Co., Inc. Microsoft Corporation
Philips Electronics North America Corporation
PPG Industries, Inc. PPL Corporation
Sprint Nextel Corporation Starbucks Corporation T-Mobile USA, Inc.
UBS Financial Services Inc.
United Technologies Corporation Viacom Inc.
Wm. Wrigley Jr. Company
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Behind every great law firm is
Pittsburgh Local Interest Group
Technology Census
5,400 Computers 4,100 desktops 1,300 laptops 5,019 Email Accounts 112 PMO-managed Projects 43 in-progress 7 in-analysis 11 on hold 32 approved 18 candidates 312 Network Devices 61 routers 235 switches 16 firewalls4,800 Internal Email Groups
37 Phone Systems 2 Asterix 8 Avaya 7 Cisco 2 NEC 6 Nortel 2 shared systems 10 Siemens 88 Videoconference Units
10,000 Help Desk Calls / Month 2,662 Mobile Devices Blackberry iPhone / iPad Windows Mobile 6 Data Centers 2 Asia 2 Europe 2 United States 960 Server Computers 714 physical 246 virtual 1,000 Videoconferences / Year 400 Software Applications 1,087 Terabytes Storage (1.1 petabyte)
Pittsburgh Local Interest Group
Information Systems Mandate
Provide effective & efficient services to K&L Gates’clients,
lawyers, and staff
Support the practice & business of law
Leverage the firm’s investments in information technology Raise the profile of K&L Gates’ technology capabilities
internally and externally
Pittsburgh Local Interest Group
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Year # Office Locations 1946 1 Pittsburgh
1998 6 Boston, Harrisburg, Miami, New York, Washington, DC 2001 10 Dallas, Los Angeles, Newark, San Francisco
2005 12 London, Palo Alto
2007 21 Anchorage, Berlin, Beijing, Hong Kong, Orange County, Portland, Seattle, Spokane, Taipei
2008 28 Austin, Charlotte, Fort Worth, Paris, Raleigh, Research Triangle Park, Shanghai
2009 33 Chicago, Dubai, Frankfurt, San Diego, Singapore 2010 36 Tokyo, Moscow, Warsaw
Pittsburgh Local Interest Group
Pittsburgh Local Interest Group
History
Data Center Consolidation Project
Decentralized transition to Centralized
Support responsibility changes
Recommendations
Pittsburgh Local Interest Group
Change Management Objectives
Design and implement formal change management processes and
procedures using ITIL
Maintain an integrated change process that deals effectively
with minor updates to extensive system upgrades and new system implementations
Ensure that established change management discipline and
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Change Management Objectives (continued)
•
Enforce a consistent approach to change across all groups•
Design, implement and conduct communication processes related to change management•
Work closely with all IS areas to ensure that change management standards are incorporated into all facets of systems processes and proceduresPittsburgh Local Interest Group
Purpose of Change Management
Change Management ensures that changes are recorded,
evaluated, authorized, prioritized, planned, tested, implemented, documented and reviewed in a controlled manner
The goal of change management is the process of controlling
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Management Overview
•Review Objectives •Why are we doing this • What we do today
• Considerations (who, what, when, where, how) • Continual Process Improvement
• ITSM & ITIL • Next steps
Pittsburgh Local Interest Group
Next Steps
Where do I begin?
Where do we want to be?
How do we get there?
How do we know when we’re arrived?
We need a roadmap (Visible Ops Handbook)
Culture change
Pittsburgh Local Interest Group
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Next Steps (continued)
• Data gathering
• Identify gaps and impacts
• Assistance required from qualified consultants & practitioners • Define metrics for quality, performance and compliance
• Create policy, procedures, work instructions and workflows • Get buy in
Pittsburgh Local Interest Group
Change Management Requirements
– Satisfy objectives (ITIL) – Pink Certified
– OOTB solution
– Reasonably priced
– Include other Service Management Processes – Enterprise Class Scalability
– Easy to maintain – Integrate with HEAT
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Pittsburgh Local Interest Group
Front Range (HEAT) w/ITSM change module Excalibur
Gartner Forsythe
Local Contacts
ILTA (International Legal Technology Association) Pink toolset certification
Visible Ops Handbook
Metrics – CSFs – KPIs-Process Improvements
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Vorys – HEAT, Axios/Assyst
ReedSmith – in house
Orrick-ServiceNow
Highmark – HP
Consol – HEAT for problem & change—used for SOX audits
ACS, Duquesne Light – Peregrine Service Center
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Are there any?
ITSM Consultants
ITIL Foundation training
Internal Training
Visible Ops Handbook
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Recommendation
Due Diligence
Requirements verified
Project Implementation SOW
Reference Checks
Pittsburgh Local Interest Group
ITIL Processes in Cherwell
Incident Problem Change
Configuration
Release & Deployment SLA/SLM Service Catalog Service Portfolio Request Fulfillment Event Management Knowledge Self Service Asset Discovery
Pittsburgh Local Interest Group
Decision
How will the recommendation enhance change management and
how will the software assist?
Compare K&L Gates’ requirements with the OOTB implementation
Describe the plan for implementation. What is the actual timeframe
Pittsburgh Local Interest Group
Installation
Planning/Discovery Phase 3 – 5 days
– Overview, guidelines
– Gap Analysis & change id
Configuration Phase 3 – 4 days
– Tailor to fit needs – Knowledge transfer
Installation/Setup 1 – 2 days Training 1 day
Pittsburgh Local Interest Group
Policy
Purpose Policy
Weekly Change Cycle
Change Advisory Board (CAB)
Change Management Team (CMT) Workflows
Weekly Meetings Monthly Metrics
Pittsburgh Local Interest Group
Policy
Clearly defines that all changes must be requested and recorded
All required information must be documented
Change Requester’s Manager is responsible for ensuring
compliance and sponsoring a change
All changes must be planned, reviewed, accepted, approved
Emergency changes—necessary within the next 24 hours to correct
Pittsburgh Local Interest Group
What is a change?
The addition, modification or removal of any infrastructure
configuration item, business application or any aspect of services
Pittsburgh Local Interest Group
Who, What, When, Where, Why, How
Communication/Notification of a change event
What will it impact?
Keeps everyone informed of what changes are planned and when
they are implemented
Pittsburgh Local Interest Group
Out of Scope ---- Routine operational tasks
Considered to be administrative activity
User account additions/deletions
Password resets
Adding, deleting or revising security groups
Pittsburgh Local Interest Group
Change Scheduling Cycle
Friday 12:01AM through Thursday 12:00AM
Deadline for Requests For Change (RFC) is every Tuesday by ‘your
COB’ or 11:59PM
Monthly Maintenance – 3rd Sat/Sun 10PM – 4AM
Do not disrupt production
Can be implemented during normal business hours if approved by
Pittsburgh Local Interest Group
Change Approval, Scheduling, PIR
Submit the RFC as soon as you are aware
Forward Scheduling Calendar-Upcoming Changes
All changes must be approved to be scheduled
Thursday CMT meeting reviews
Final schedule is published every Thursday
Pittsburgh Local Interest Group
Training
Cherwell Basic Navigation Training, Learner’s Guide
ITIL – Lite
Change Management Team
Workflow Training
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Lessons Learned
If you don’t plan and communicate you’ll face backlash, resistance
and outright challenge…
You need people’s support and you need to support them
throughout the change process
Pittsburgh Local Interest Group
Pro-active executive sponsorship
Buy-in by middle managers
Team encouragement & help
Communication
Training
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July, 2009 – Change Management Announced
September, 2009 - Review SOWs
October, 2009 – Review Proposals, Short List
November, 2009 – Recommendation
December, 2009 – Prep for Installation in January 2010
Training in May, 2010
Implemented June 1, 2010
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