ITIL Change Evaluation

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Change Evaluation

 

Overview

Objective: ITIL Change Evaluation aims to assess major Changes, like the introduction of a new service or a substantial change to an existing service, before those Changes are allowed to proceed to the next phase in their lifecycle.

Part of: Service Transition

Process Owner: Change Manager

 

Process Description

In ITIL 2011 a Change Evaluation process has been added, following a clarification in the ITIL® books that the purpose of this process is the evaluation of Major Changes.

ITIL Change Evaluation

Change Evaluation is called upon by the Change Management process at various points in a Change’s lifecycle to perform a Change assessment.

The results of a formal Change evaluation are documented in a Change Evaluation Report, which is thus the main output of the new Change Evaluation process.

The process overview of ITIL Change Evaluation is showing the most important interfaces (see Figure 1).

 

Sub-Processes

These are the ITIL Change Evaluation sub-processes and their process objectives:

 

Change Evaluation prior to Planning

Process Objective: To assess a proposed major Change before authorizing the Change planning phase.

Change Evaluation prior to Build

Process Objective: To assess a proposed major Change before authorizing the Change build phase.

Change Evaluation prior to Deployment

Process Objective: To assess a proposed major Change before authorizing the Change deployment phase.

Change Evaluation after Deployment

Process Objective: To assess a major Change after it has been implemented, to verify if the Change has met its objectives and to identify any lessons to be learned.

 

Definitions

The following ITIL terms and acronyms (information objects) are used in ITIL Change Evaluation to represent process outputs and inputs:

 

Change Evaluation Report

Certain types of major Changes, like the introduction of a new service or a substantial change to an existing service, require formal Change evaluations before being authorized. The results of a formal Change evaluation are documented in a Change Evaluation Report. Change evaluations may be used at different points in a Change’s lifecycle, for example before authorizing the Change/Release build or during the Post Implementation Review.

 

Roles | Responsibilities

Change Manager - Process Owner

The Change Manager controls the lifecycle of all Changes. His primary objective is to enable beneficial Changes to be made, with minimum disruption to IT services. For important Changes, the Change Manager will refer the authorization of Changes to the Change Advisory Board (CAB).

 

Responsibility Matrix: ITIL Change Evaluation
ITIL Role | Sub-Process	Change Manager	Other roles involved
Change Evaluation prior to Planning	A[1]	R[2][3]
Change Evaluation prior to Build	A	R[3]
Change Evaluation prior to Deployment	A	R[3]
Change Evaluation after Deployment	A	R[3]

 

Remarks

[1] A: Accountable according to the RACI Model: Those who are ultimately accountable for the correct and thorough completion of the Change Evaluation process.

[2] R: Responsible according to the RACI Model: Those who do the work to achieve a task within Change Evaluation.

[3] In cooperation, as appropriate: Applications Analyst, Technical Analyst, Configuration Manager, Project Manager, Risk Manager and others. Role descriptions...