Change Management - ITIL V2: Difference between revisions

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Image:ITIL-Wiki-deutsch.jpg|right|ITIL V2 Change Management
Image:ITIL-Wiki-deutsch.jpg|right|ITIL V2 Change Management
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'''ITIL Version''':  ITIL V2 '''&#8594;''' see also '''[[Change Management|Change Management - ITIL V3]]'''
'''ITIL Version''':  ITIL V2 '''&#8594;''' see also '''[[Change Management|Change Management - ITIL V3]]'''


'''Process-Objective:''' In Change Management, all Changes to the IT infrastructure and its components (Configuration Items) are authorised and documented, in order to ensure that interruptive effects upon the running operation are kept to a minimum. The implementation steps are planned and communicated, in order to recognise potential side-effects as early as possible. The [[Roles_within_ITIL#Change Manager|Change Manager]] and (for further-reaching Changes) the [[Roles_within_ITIL#Change Advisory Board (CAB)|Change Advisory Board (CAB)]] bear the responsibility for this. A specific procedure is in existence for emergencies, dealing with Urgent Changes.
'''Process-Objective:''' In Change Management, all Changes to the IT infrastructure and its components (Configuration Items) are authorized and documented, in order to ensure that interruptive effects upon the running operation are kept to a minimum. The implementation steps are planned and communicated, in order to recognize potential side-effects as early as possible. The [[ITIL Roles#Change Manager|Change Manager]] and (for further-reaching Changes) the [[ITIL Roles#Change Advisory Board (CAB)|Change Advisory Board (CAB)]] bear the responsibility for this. A specific procedure is in existence for emergencies, dealing with Urgent Changes.


'''Part of''': [[Service Support]]
'''Part of''': [[Service Support]]


'''Process Owner''': [[Roles_within_ITIL#Change Manager|Change Manager]]
'''Process Owner''': [[ITIL Roles#Change Manager|Change Manager]]


<p>&nbsp;</p>


==Sub-Processes==
==Sub-Processes==
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[[Image:overview_chm.jpg|frame|none|Overview of Change Management]]
[[Image:overview_chm.jpg|frame|none|Overview of Change Management]]


<p>&nbsp;</p>


;Set Rules for the Handling of Standard Changes
'''Set Rules for the Handling of Standard Changes'''
:Process objective: Rules are to be set that define explicitly for the IT organisation, which Changes are allowed to be implemented without being subjected to the Change Management Process. For this purpose it is also determined, how these Changes ("Standard Changes") are handled.
*Process objective: Rules are to be set that define explicitly for the IT organisation, which Changes are allowed to be implemented without being subjected to the Change Management Process. For this purpose it is also determined, how these Changes ("Standard Changes") are handled.
<br />


;Pre-Evaluate RFC
'''Pre-Evaluate RFC'''
:Process objective: It is to be ensured, that only [[ITIL Glossary#Request for Change (RFC)|RFC]] which are in accordance with the defined quality requirements are accepted into the Change Management Process
*Process objective: It is to be ensured, that only [[ITIL Glossary#Request for Change (RFC)|RFC]] which are in accordance with the defined quality requirements are accepted into the Change Management Process.
<br />


;Register and Classify Change
'''Register and Classify Change'''
:Process objective: Registration and categorisation of [[ITIL Glossary#Request for Change (RFC)|RFCs]]/ Changes, so that only documented RFCs gain access into the process and are assigned to the correct and appropriate body (Change Manager, CAB, or EC)
*Process objective: Registration and categorisation of [[ITIL Glossary#Request for Change (RFC)|RFCs]]/ Changes, so that only documented RFCs gain access into the process and are assigned to the correct and appropriate body (Change Manager, CAB, or EC).
<br />


;Clearance of Change by the Change Manager
'''Clearance of Change by the Change Manager'''
:Process objective: Clearance or rejection of a Change as well as preliminary scheduling and incorporation into the [[ITIL Glossary#Forward Schedule of Changes (FSC)|FSC (Forward Schedule of Changes)]].
*Process objective: Clearance or rejection of a Change as well as preliminary scheduling and incorporation into the [[ITIL Glossary#Forward Schedule of Changes (FSC)|FSC (Forward Schedule of Changes)]].
<br />


;Hold CAB Meeting
'''Hold CAB Meeting'''
:Process objective: Clearance or rejection of a Change, in addition to preliminary scheduling and incorporation into the [[ITIL Glossary#Forward Schedule of Changes (FSC)|FSC (Forward Schedule of Changes)]].
*Process objective: Clearance or rejection of a Change, in addition to preliminary scheduling and incorporation into the [[ITIL Glossary#Forward Schedule of Changes (FSC)|FSC (Forward Schedule of Changes)]].
<br />


;Group Changes into Releases
'''Group Changes into Releases'''
:Process objective: Approved Changes are to be grouped into Releases; the clearance for the Rollout is to be issued by Change Management.
*Process objective: Approved Changes are to be grouped into Releases; the clearance for the Rollout is to be issued by Change Management.
<br />


;Evaluate Change (Post Implementation Review)
'''Evaluate Change (Post Implementation Review)'''
:Process objective: Appraisal of the process and the results of the Change-implementation, so that a complete documentation is present for later reference and lessons may be learnt from any mistakes.
*Process objective: Appraisal of the process and the results of the Change-implementation, so that a complete documentation is present for later reference and lessons may be learnt from any mistakes.
<br />


;Handling of Urgent Change by Emergency Committee (EC)
'''Handling of Urgent Change by Emergency Committee (EC)'''
:Process objective: Quickest possible clearance or rejection of an Urgent Change, which is to serve to fight an emergency.
*Process objective: Quickest possible clearance or rejection of an Urgent Change, which is to serve to fight an emergency.


<p>&nbsp;</p>


==Involved Roles==
==Involved Roles==
* [[Roles within ITIL#Change Advisory Board|Change Advisory Board]]
*[[ITIL Roles#Change Advisory Board|Change Advisory Board]]
* [[Roles within ITIL#Change Manager|Change Manager]]
*[[ITIL Roles#Change Manager|Change Manager]]
* [[Roles within ITIL#Configuration Manager|Configuration Manager]]
*[[Configuration Management#Involved Roles|Configuration Manager]]
* [[Roles within ITIL#Emergency Committee (EC)|Emergency Committee (EC)]]
*'''Emergency Committee (EC)''': The Emergency Committee represents the body for the approval of changes in emergencies which, due to their urgency, do not allow an orderly convening of the CAB. It is convened by the Change Manager or his representative for emergencies, whereby the constitution is determined by each individual situation. In order that the EC is definitely in a position to act in an emergency, rules for availability and temporary replacements must be reached with the members.
* [[Roles within ITIL#Release Manager|Release Manager]]
* [[Release Management#Involved Roles|Release Manager]]


<p>&nbsp;</p>


==Related Checklists and KPIs==
==Related Checklists and KPIs==


==== Checklists ====
====Checklists====
*[[Checklist Request for Change (RFC)]]
*[[ITIL-Checklists#Change Management|Checklists Change Management]]
*[[Checklist Change Record]]
*[[Checklist Change Classification]]
*[[Checklist CAB Agenda]]
*[[Checklist Forward Schedule of Changes (FSC)]]
*[[Checklist Post Implementation Review (PIR)]]


==== KPIs ====
====KPIs====
*[[KPIs Change Management|Key Performance Indicators "Change Management" according to ITIL V2]]
*[[KPIs Change Management|Key Performance Indicators "Change Management" according to ITIL V2]]


<p>&nbsp;</p>


==Related ITIL Glossary Terms==
==Related [[ITIL Glossary]] Terms==
* [[ITIL Glossary#Change Record|Change Record]]
*[[ITIL Glossary/_ITIL_Terms_C#Change Record|Change Record]]
* [[ITIL Glossary#Request for Change (RFC)|Request for Change (RFC)]]
*[[ITIL Glossary/_ITIL_Terms_R#Request for Change (RFC)|Request for Change (RFC)]]
* [[ITIL Glossary#Forward Schedule of Changes (FSC)|Forward Schedule of Changes (FSC)]]
*[[ITIL Glossary/_ITIL_Terms_F#Forward Schedule of Changes (FSC)|Forward Schedule of Changes (FSC)]]
* [[ITIL Glossary#Projected Service Availability (PSA)|Projected Service Availability (PSA)]]
*[[ITIL Glossary/_ITIL_Terms_P#Projected Service Availability (PSA)|Projected Service Availability (PSA)]]
 


<p>&nbsp;</p>


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[[Category:ITIL V2]][[Category:ITIL process]][[Category:Service Support]][[Category:Change Management]]
[[Category:ITIL V2]][[Category:ITIL process]][[Category:Service Support]][[Category:Change Management]]
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Revision as of 16:52, 31 July 2013

ITIL V2 Change Management
ITIL V2 Change Management


ITIL Version: ITIL V2 → see also Change Management - ITIL V3

Process-Objective: In Change Management, all Changes to the IT infrastructure and its components (Configuration Items) are authorized and documented, in order to ensure that interruptive effects upon the running operation are kept to a minimum. The implementation steps are planned and communicated, in order to recognize potential side-effects as early as possible. The Change Manager and (for further-reaching Changes) the Change Advisory Board (CAB) bear the responsibility for this. A specific procedure is in existence for emergencies, dealing with Urgent Changes.

Part of: Service Support

Process Owner: Change Manager

 

Sub-Processes

Overview of Change Management

 

Set Rules for the Handling of Standard Changes

  • Process objective: Rules are to be set that define explicitly for the IT organisation, which Changes are allowed to be implemented without being subjected to the Change Management Process. For this purpose it is also determined, how these Changes ("Standard Changes") are handled.


Pre-Evaluate RFC

  • Process objective: It is to be ensured, that only RFC which are in accordance with the defined quality requirements are accepted into the Change Management Process.


Register and Classify Change

  • Process objective: Registration and categorisation of RFCs/ Changes, so that only documented RFCs gain access into the process and are assigned to the correct and appropriate body (Change Manager, CAB, or EC).


Clearance of Change by the Change Manager


Hold CAB Meeting


Group Changes into Releases

  • Process objective: Approved Changes are to be grouped into Releases; the clearance for the Rollout is to be issued by Change Management.


Evaluate Change (Post Implementation Review)

  • Process objective: Appraisal of the process and the results of the Change-implementation, so that a complete documentation is present for later reference and lessons may be learnt from any mistakes.


Handling of Urgent Change by Emergency Committee (EC)

  • Process objective: Quickest possible clearance or rejection of an Urgent Change, which is to serve to fight an emergency.

 

Involved Roles

  • Change Advisory Board
  • Change Manager
  • Configuration Manager
  • Emergency Committee (EC): The Emergency Committee represents the body for the approval of changes in emergencies which, due to their urgency, do not allow an orderly convening of the CAB. It is convened by the Change Manager or his representative for emergencies, whereby the constitution is determined by each individual situation. In order that the EC is definitely in a position to act in an emergency, rules for availability and temporary replacements must be reached with the members.
  • Release Manager

 

Related Checklists and KPIs

Checklists

KPIs

 

Related ITIL Glossary Terms

 

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