Category:Change Management
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A key process in the Service Transition life cycle phase.
Contents |
Goals & Objectives
To respond to change requests and ensure all changes are managed in a controlled manner.
Terminology
- CI - Configuration items are controlled, measured, manged by configuration management
- CMDB - Configuration Management Database stores all managed information on all defined CIs
- RfC - Request for change can be sent by anybody
- Standard Change - Pre-authorized change in that it has gone through change management process at least once
- Emergency change - Change needed ASAP
- Normal Change - All changes that are not standard or emergency.
- CAB - Change Advisory Board is an advisory organ to the Change Manager
- ECAB - Emergency Change Advosory Board gives advice ASAP to assist the Change Manager
- Remediation Plan - A rollback/fallback plan after a change
- Priority - Based on impact + urgency
- PIR - Post Implementation Review evaluates changes
- SC - Schedule of Change contains details for all approved changes
Roles
Scope
ITIL descibes changes as "the addition, modification or elimination of an authorized, planned or supporting service and its related documentation.
Activities
The activities of Change Management include but are not limited to:
- Change planning & support
- Change release scheduling
- Change testing
- Change remediation tests
- Change reporting to CMDB
- Change approvals and rejections
- Assessing Change risks
- Defining standard changes
- PIR and CSI on all changes in all life cycle phases
A Change model should be implemented for the Change Management process. ITILv3 recommends a model based on the 7 Rs. With effective use of the model, all changes should increase value to the business.
- Raised - Who raised it? Who wants to change something?
- Reason - Whydoes somebody want to change something?
- Return - What do we get back if we change something?
- Risk - What are the risks involved?
- Resources - What resources do we need to implement the change?
- Responsible - Who is reponsible?
- Relationship - What will the change affect?
The 7 Rs are a guide and should cover the full scope of the change, from planning to PIR.
Interfaces
Change Management may be triggered on all decision levels (Strategic, tactical, operational)
CSI always delivers SIPs to be handled within Change Management
Inputs/Outputs
Inputs
- RfCs
- Transition plans
- Service windows, PSO (Projected Service Outages)
- Supplier changes
- Changes from Service Portfolio to Service Catalogue
Outputs
- Approved/Rejected RfCs
- Updated and/or changed services and /or service components
Value to the Business
No surprises regarding unplanned changes. Some changes may need to interrupt "service as normal" but Change Management is also responsible for increased value to business.
Implementation
Challenges to implementation
Tips for exam
- You should know the 7 Rs, order doesnt matter
- The 3 types of change
- Purpose of CAB & ECAB
- Priority is based on imapact + urgency
- RfCs can come from anywhere
References and resources
Service Transition, OGC
Articles in category "Change Management"
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