224 Achieving the Highest Levels of Parallel Sysplex Availability
and therefore the number of emergency changes is excessive. This results in too many
changes that have bypassed necessary steps in the process. Very often, higher levels of
approval are required for emergency changes. In a true emergency, when the systems are
down, the staff should be empowered to apply the change to fix a high-severity problem,
rather than losing time while waiting for approvals.
4.3.7 Communicate change
q Communicate the change plan to all affected groups.
q Communicate details of the change by setting expectations, aligning support
resources, communicating operational requirements, and informing users. The risk
level and potential impact to affected groups, as well as scheduled downtime as a
result of the change, should dictate the communication requirements. Although it is not
always possible to notify all users of all changes, end users should be notified of any
changes that affect them directly.
q Define who will be affected by a change and what the potential downtime may be for
each application, user group, or server. Keep in mind that different groups may require
varying levels of detail about the change. For instance, support groups might receive
communication with more detailed aspects of the change, new support requirements,
and individual contacts; while user groups may simply receive a notice of the potential
downtime and a short message describing the business benefit.
4.3.8 Implement and document
The Change Management procedure steps needed to implement the change, and back-out
plan, and who to call if there are any problems installing the change must be documented. Do
not forget to provide additional documentation when the environment changes.
Sometimes, putting in changes does not go smoothly and may take longer than originally
estimated. There comes a point when a decision must be made: Back out the change and try
again during the next scheduled change window, or continue trying to install the change,
risking an unplanned outage as the change window is longer than expected.
q A pre-defined policy needs to be put in place to handle this situation. Issues deal with the
rate of process being made, the cost to the business of not getting the change in on time,
and scheduling when the next change window is available.
4.3.9 Change record content
The readiness checklist can be incorporated into a change record, flagging the results of the
change can be added in, and completion codes can be defined to track the causes of change
failures.
A change record can include elements as described in Figure 4-5 on page 225.

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