Quick Reference Guide “Post Implementation Review Process”

Purpose:-
The primary purpose of this process is to analyze the success
of the change and capture lessons learned
Did the change meet its expectations?
Did the change meet its business and operational goals?
What could be done differently next time to improve the
outcome?

When is the Post Implementation Review done?

Once the change is implemented, the implementer is required
to update the RFC and move it to “Evaluate” stage. Ideally,
Post implementation review is started 3 days after the
implementation is completed.

What tools are used to perform Post

Implementation Review? Post Implementation Review is
performed with the help of an Online Questionnaire which is
available on the Change and Release Management website.

Benefits:-
Measure success factor associated with the implementation.
Identify and escalate any incidents or other issue resulting
due to the implementation.
Inform all concerned about the completion (success/failure)
of the change.
Compare the original objectives to accomplished objectives
Identify common problems or repeated mistakes.
Comparison of performance between Actual IT solutions to
anticipated performance.
To learn lessons from this project, lessons which can be used
by the team members and by the organisation to improve
future project work and solutions.
Roles & Responsibilities:-
Change Management Team owns the Post Implementation
Review process and assigns questionnaire to the Change
Implementer.
Change implementer is required to update the questionnaire
with answers pertaining to the deployment.
Response of the questionnaire is maintained by the Change
Manager and presented in weekly change meeting for
discussion with the CAB.
Process Flow:-
Process Activity:-
Once a change is deployed, the change implementer updates
the RFC and the change moves from “Implementation” to
“Evaluation” stage.
After the change is moved to evaluate stage, the Change
Manager and Facilitator observe the effect of the
implementation by monitoring the services for incidents or
other unknown impacts due to the implementation after
which
the Change implementer is requested to complete the Post
Implementation Review which is forwarded to them in the
form of questionnaire through Share Point. The Change
Manager rates the RFC based on the answers provided by the
Change Implementer.
Ratings:-
Change was successfully completed
Implementation performed without any untoward incidents or
irregularities. Rating provided for such changes is “A” with a
notification forwarded to respective Dept. Manager with
reasons for the rating.
Change was successfully completed with Minor
incidents
Implementation performed successfully, but results in minor
incidents. Rating provided for such changes is “B” with a
notification forwarded to respective Dept. Manager with
reasons for the rating.
Change was successfully completed with Major
incidents
Implementation performed successfully, but results in major
(Sev1 & Sev2) incidents. Rating for such changes is “C” with
a notification forwarded to respective Dept. Manager with
reasons for the rating.
Change needs to be backed out
Deployment resulted in major impacts, decision to back out
the change and restore service to its original state. The
change is considered as “Failed”.
Rating for such changes is “D” with a notification forwarded
to respective Dept. Manager with reasons for the rating.
Policy Violations
Any change deployed without formal approvals, or
implemented out of authorized schedule, or changes which
are not updated within a given period of time (for Emergency
change, 5 business days, for the rest 2 working days) are
marked with Policy Violation and escalated to respective
Dept. Manager.