1. Org Change Management
Dallas User Group
January 19, 2011

2. Kyle Brown Sathya Sridhar
Directory of Sales Professional Services Manager
@dfsoftwareinc @sridharsa
6 yrs exp. with salesforce.com Certified Developer
5 years exp. with salesforce.com

3. Agenda
• What is Change Management?
• Why do we need Change Management?
• Change Management Practices
• Using SnapShot for Change Management - Demo
• Q&A

4. Change Management
• Process of managing Org enhancements to ensure an
orderly release process
Change by design, not by chaos!

5. Why do we need Change Management?
• Ensure optimal execution of releases through a codified
process
 minimize customer frustration resulting from change
 and eliminate downtime.
• Lifecycle Management
 continually manage requirements, enhancement projects and deployed
changes
• Org health
 optimize usability, untangle complex orgs for maintainability, and eliminate
bloat
• Governance
 Control & track: who, what, when and audit results
 Document change for compliance
Avoid expensive rollbacks!

6. Change Management Practices
• Backup, backup, backup
• Document current state, expected changes
• Gain buy-in/ approval before applying change
• Explain and Train before change occurs
• Have the ability to track and verify changes
• Have an exit strategy (roll back or alternate
implementation)

7. Process Guidance for Change and
Release Management

8. Topics of Discussion
• Managing change on-demand
• Principles of on-demand change management
• Maintaining a quality implementation
• Questions & feedback

9. Change Management
Defined
• Change Management is the process by which your
organization identifies, prioritizes, assigns, executes and
communicates change
• In a Salesforce deployment this could result from:
– Organizational change
– Business process changes
– Addition or subtraction of processes
– Modeling modifications
– Salesforce release of new features and capabilities
– Introduction of new custom applications or integrations

10. Change Management
A process of continuous evolution
Initiate/Plan

11. Business Responsibilities
Daily Changes Monthly Changes
 Reports  Minor Release: Simple configuration
 Dashboards changes that do not impact day to day
 List View Management business or require training.
 Documentation Management As Required (Target Monthly)
 User Administration
 Solution Management  Major Release: New Initiatives and other
 Communication Templates changes that require training or testing.
 Email Templates Dates determined by Steering Committee
(Target Quarterly)

12. Release Definitions
For consistent implementation and support, investment requests should be categorized as
immediate, minor or major based on level of effort
Release Type Activities Examples Level Of Effort
Immediate Release • Small changes that can be implemented in a short time span and • New dashboards and LOW
directly in the production environment as needed reports • No additional training
• Changes can be configured, tested and deployed with minimal • Field positioning required
impact within a single business unit • New related lists (existing • None or minimal impact to
• DOES NOT HAVE TO GO THROUGH CHANGE CONTROL objects) integration
PROCESS • New roles • Potential candidate for
• Data Loads Business Administrators
• Territory Alignments
Minor (Monthly) • Medium level changes that can be implemented with minor impact • New Fields MEDIUM
Release to the production environment • New page layouts • < 1 day of additional
• Changes can be configured, tested and deployed with minor impact • New custom Objects training required
to one business unit • < 1 week of configuration
• New org or sub-org in role
or territory hierarchy development
• IT involvement
Major Release • Large changes that have major impacts to the business or • New AppExchange app HIGH
environment • Process-impacting • 1 day of additional training
• Changes requiring a significant interface update, data migration configuration changes required
and/or integration impact • Data migration impact • > 1 week of configuration
• Major releases should be tracked by a standard naming convention • Integration changes development
for items such as: Role Hierarchy, Profiles, Page Layouts, Record • > 1 week of integration
Types, Sales and Support Processes, sControls • Impacts to multiple
business units development
• Items that do not need to follow naming convention: Fields, Custom • IT lead
Objects, Reports, Dashboards

13. Change Management Process Flow
Example
SFDC User
Change Mgmt
Committee
SFDC Admin
IT
Sandbox Environment Production Environment

14. Principles of Change Management
Managing the process
1 2
Collect ideas and requests Analyze and prioritize
from Users requests
4 3
Fully-replicated
Communicate to end-Users Configure/develop and
about new or changed deploy using Sandbox
functionality

15. User Feedback & Requests
Suggestions on managing enhancement requests
• Implement Salesforce Ideas or Use Chatter


16. Principles of Change Management
Managing the process
1 2
Collect ideas and requests Analyze and prioritize
from Users requests
4 3
Fully-replicated
Communicate to end-Users Configure/develop and
about new or changed deploy using Sandbox
functionality

17. Prioritizing Requests
Determining what’s important
• An oversight or steering committee should be established to
review, analyze and prioritize change requests. The
committee should be comprised of members of the:
– Administration team
– Executive Sponsor
– Cross-functional business leads
• The committee should meet on a regular basis (e.g. monthly
or quarterly) to discuss the change requests received
including review current metrics:
– Adoption
– Usage
– Performance

18. Principles of Change Management
Managing the process
1 2
Collect ideas and requests Analyze and prioritize
from Users requests
4 3
Fully-replicated
Communicate to end-Users Configure/develop and
about new or changed deploy using Sandbox
functionality

19. Managing Configuration Changes
Best Practices
Development
Testing
Training

20. Refreshable Sandbox Environment
The process
Source Control
Updated production configuration User testing in full UAT sandbox
CVS
Start
Refresh sandboxes
Parallel development in
config only dev orgs

21. Implementing Change Requests
Force.com configuration/code migration tools
Force.com Eclipse Force.com
Metadata API
Sandbox Force.com IDE Code Share
Easy Access to Code Instantly Set Up Everything You Need Easy to Collaborate
and Schema Dev Environments to Build Apps on Projects
Force.com Migration Tool Guide @ http://wiki.apexdevnet.com/index.php/Migration_Tool

22. Migrating Changes
Moving data from Sandbox to Production – Force.com tools
Multiple Sandbox IDE Production
Environments Deployment
Develop
Test
Train
Version Control
CVS

23. Migrating Changes
Moving data from Sandbox to Production – partner tool




24. Controlling Change
Mitigating risk when introducing change



“ ”

25. Maintaining Compliance
(CobIT, ITIL, International Organization of Standardization ISO standards)
•
•
•
Typical change
management process
Develop
Test
Review and approve the
Test and validate changes
change Deploy into production
Typical compliance
documentation Records of approval Records of changes
requirements Records of testing
from appropriate deployed into
and validation results
approval authority production

26. Principles of Change Management
Managing the process
1 2
Collect ideas and requests Analyze and prioritize
from Users requests
4 3
Fully-replicated
Communicate to end-Users Configure/develop and
about new or changed deploy using Sandbox
functionality

27. Communication Strategy
Best practice – Assessing your organization’s needs
• A comprehensive communication strategy:
– Is targeted training for specific groups or roles
– Assesses needs of each audience and is based on functional, cultural or
geographical needs
– Allows users to prepare before hand (e.g., web based tutorials, etc.)
– Provides formal and informal training programs for continuous improvement
– Utilizes the right type of training/communication tool for the size and scope of
the release
• Suggested training and communication tools:
– Class room training
– Web-based training/recordings
– Chatter posts and groups, e.g., Tips & Tricks
– Home page Messages & Alerts

28. SnapShot for Change and Release
Management

29. SnapShot Change and Release Management
• Code free approach
• Schema studio for bulk editing
• Automated push
• Timestamp backups
• Data dictionary (with relationships)
• Comparison Reports
• Governance
• Change logs
Design, Promote, Monitor

30. SnapShot for Change and Release Management
DEMO

31. Question and Answer

32. Q&A
Question Answer
How do you find complete list of accounts without Create multiple reports, export to excel and
activities (could be case, could be attachment, compare. If just wanting activities (object) use
could be activity, could be case) “Last Activity” (Date) field and run straight activity
report where “Last Activity” is blank. Cross object
workflow might help track this during the future to
create “Last Date Touched”
On Professional Edition – How should we Very carefully
manage change without sandbox?
Restrict visibility of other reps opportunities (see Create duplicate fields (not best practice), use
everything on their records, fewer on records page layouts (doesn’t address reporting issue or
owned by others (contract end dates, size of searches)
customer, etc)