Change Management
From IT Process Wiki
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ITIL Version: ITIL Version 3 (ITIL V3)
Process Objective: To control the lifecycle of all Changes. The primary objective of Change Management is to enable beneficial Changes to be made, with minimum disruption to IT services.
Part of: Service Transition
Process Owner: Change Manager
Contents |
[edit] ITIL V3 vs. ITIL V2: Change Management
- Essentially, the activities and process objectives of the Change Management process are identical in ITIL V2 and V3
- ITIL V3 introduces "Change Models", putting more emphasis on defining different types of Changes and how they are to be handled
- Emergency Changes in ITIL V3 are authorized by the Emergency Change Advisory Board (ECAB), which was known as the Emergency Committee (EC) in ITIL V2
[edit] Sub-Processes of Change Management (ITIL V3)
- Change Management Support
- Process Objective: To provide templates and guidance for the authorization of Changes, and to supply the other IT Service Management processes with information on planned and ongoing Changes.
- RFC Logging and Pre-Evaluation
- Process Objective: To filter out Requests for Change which do not contain all information required for assessment or which are deemed impractical.
- RFC Classification
- Process Objective: To verify if the priority of the proposed Change was correctly set by the initiator, and to determine the adequate level of authority to approve or reject the RFC.
- Assessment of Urgent RFC by the ECAB
- Process Objective: To authorize, adjust or reject an urgent Request for Change as quickly as possible. This process is invoked if normal Change Management procudures cannot be applied because an emergency requires immediate action.
- Change Assessment by the Change Manager
- Process Objective: To authorize or reject a proposed Change as well as to ensure a preliminary scheduling and incorporation into the Change Schedule.
- Change Assessment by the CAB
- Process Objective: To authorize or reject a proposed Change as well as to ensure a preliminary scheduling and incorporation into the Change Schedule.
- Change Scheduling
- Process Objective: To agree a preliminary schedule for Change implementation and to transfer responsibility for Change deployment to Project and Release Management.
- Change Evaluation (Post Implementation Review)
- Process Objective: To assess the course of the Change implementation and the achieved results, in order to verify that a complete history if activities is present for future reference, and to make sure that any mistakes are analysed and lessons learned.
[edit] Change Management: KPIs and Checklists
- Key Performance Indicators (KPIs) Change Management
- Checklists Change Management: Checklist Request for Change - RFC
[edit] Roles and Boards within Change Management (ITIL V3)
- Change Manager (Process Owner)
- Change Advisory Board (CAB)
- Change Owner
- Configuration Manager
- Emergency Change Advisory Board (ECAB)
- Release Manager
[edit] Related ITIL Glossary Terms
- Change Authorization Hierarchy
- Change Model
- Change Record
- Change Schedule
- Post Implementation Review (PIR)
- Projected Service Outage (PSO)
- Request for Change (RFC)
- RFC Template
[edit] Demo ITIL Process Map V3: Change Management
The ITIL Process Map V3 demo shows samples of the ITIL process templates with contents from the new ITIL V3 Service Transition and Change Management processes, including the
- high-level view of the ITIL V3 Service Lifecycle (Level 0)
- overview of the Service Transition process (Level 1)
- overview of the Change Management process (Level 2)
- detailed process flow for the process "Change Assessment by the CAB" (Level 3)
