Introduction

1. Introduction Michala Kousted Tonsberg Group IT, Business Services – Sales and Marketing Specialist, Portals • Change Coordinator • Release Manager • Test Manager • Group Specialist • Vendor management DSV Online Services

2. Changes in Group IT resources Impact of Group IT restructuring in 2011 Business Services (”Build”) Business RelationshipManagement (”Plan”) IT Services (”Run”) Service Del. Management Enterprise Architecture Enterprise Application Services Sales & Marketing Processes & Solution Design BRM’s Data Center Services Communica- tion services. CL Decomiss. DSV e-services: Philip Hertel (Service manager) Jesper Centerval DSV e-services: Michala K. Tonsberg DSV e-services: Katrine W. Affelhøy Enterpr. user Services Enterpr. Appl. Support Srv. Asset management Service desk PMO From One to Several resources on Change Management Sales & Mkt. Finance EDI Air & Sea Road • BRM, Single Point of Contact for LoB • Service Manager, ensures operations • BS specialist, New/Changes to functionality Process optimization Press room

3. Change process introduction Roles and Responsibilities

4. Change process introduction What changed, why, by whom and how • What is a change? • Adding new functionality • Improving existing functionality • Removing existing functionality • Repairing existing functionality • Change “types” • Normal Change • Emergency change • Standard Change • Standard operational procedure (SOP) When ever you “hit” Production

5. Change process introduction What changed, why, by whom and how • DSV e-services forum evaluate future changes • The process starts with creating a CRQ ticket within Remedy Initial review and approval Implementation and testing (unit/system) Release planning Normal Change Flow

6. Change process introduction What changed, why, by whom and how • Release Review and final planning • User acceptance Test (UAT) in Test environment (DEV) • Regression test • Forum Change approval Change Advisory Board - Approval • Ready for Release Normal Change Flow

7. Change process introduction What changed, why, by whom and how Confirm Release/deploy planning Implement changes into Production Validate the implementation Take appropriate action Status information Release and CRQ closure Release/change evaluation Request for Closure Normal Change Flow

8. Change process introduction What changed, why, by whom and how • “Fast track” through the Change Process • Only Critical Changes • Require purely approval from eCAB • Examples: • Critical hot fix to fix identified security breach • Critical incident, with negative impact on the business Emergency Change Flow

9. Questions

10. Test and Release Test participation and Release notes • Test Participation: • All Forum members - Required • Other Countries: • June Release: 6 out of 16 = approx. 37% • September Release: 7 out of 16 = approx. 43%

11. Test and Release Test participation and Release notes • Release Notes: • Inform of Generic updates/changes pushed by Memnon Apport • Inform of DSV requested changes • Lists whom this will effect • Understand the effect of the changes

12. One Other Thing…….

13. Test and Release Process Changes • Changing the test procedure • Looking into Test management tools (GRIT) • Test Reports • Requirement alignment (Business/BS and Memnon) • Clear dates – regarding Releases

14. Answer to “Life, the Universe and Everything”Are in the documentation