Change Management
Changes in the IT environment are ubiquitous – they may
arise reactively and proactively. Both cases require a quality process of change
management designed to manage the life cycle of all the changes and ensure the
standard procedures during their assessment and implementation. This minimizes
the risk of introduction of new potential problems.
There are three different types of changes:
-
Standard change - A
pre-authorized change that is low risk, relatively common
and follows a procedure or work instruction.
-
Emergency change - A
change that must be implemented as soon as possible, for
example to resolve a major incident or implement a security
patch.
-
Normal change - Any
service change that is not a standard change or an emergency
change.
Normal changes can be further
differentiated based on the business impact the present:
-
Category 1 (minor or
small) - authorized by Change
Manager
-
Category 2 (significant
or medium) - authorized by Change
Advisory Board (CAB)
-
Category 3 (major or
large) - authorized by IT Executive
Various Change models can be specified
using the
templates functionality to support consistent handling of frequently
occuring situations.
Standard Change sample workflow
This is the default process sample for the Standard Change
workflow the customer can further edit according to his own needs.
| Status |
Description |
Instructions for solver |
|
Requested
|
Pending classifying request for change.
|
Make sure that this is a "Request for change".
If it is not the case, click on "Move to another
service" to move the request to the correct
service.
Specify the solution priority.
Then use "Assign to solver" to hand the request
over to a specific solver for analysis.
|
|
Implementation
|
The implementation of the change is in progress.
|
Coordinate the change implementation activities
and document them in this and potential linked
records.
|
| Resolved |
The change has been resolved.
| |
|
Closed
|
The change has been closed. No further actions
are required.
|
|
Normal Change recommended attributes
The following table presents the recommended set of
attributes for managing workflow of change management process entitites.
| Attribute name |
Attribute type |
Mandatory for statuses |
|
Risks |
Multiline text
|
Requested
|
|
Resources |
Multiline text
|
Requested
|
|
Remediation plan tested
|
Boolean
|
Authorization
|
|
Authorized
|
Boolean
|
Scheduled for
implementation, Implementation
|
|
Scheduled
|
Boolean
|
Scheduled for
implementation, Implementation
|
|
Scheduled start of implementation
|
Date and time
|
Scheduled for
implementation, Implementation
|
|
Scheduled end of implementation
|
Date and time
|
Scheduled for
implementation, Implementation
|
|
Ready for review
|
Boolean
|
Review
|
|
Post implementation review
|
Multiline text
|
Resolved
|
|
Change closure category
|
List of values
|
Resolved
|
Normal Change sample workflow
This is the default process sample for the Normal Change
workflow the customer can further edit according to his own needs.
In order to support different Normal change categories and their
appropriate authorization level, there can be either:
| Status |
Description |
Instructions for solver |
|
Requested
|
Pending classifying request for change.
|
Make sure that this is a "Request for change".
If it is not the case, click on "Move to another
service" to move the request to the correct
service.
Specify the solution priority.
Then use "Assign to solver" to hand the request
over to a specific solver for analysis.
|
|
Authorization
|
Pending assessment and authorization of the
Request for Change.
|
Authorization of the change is in progress. The
workflow will be determined based on its result.
|
|
Waiting for implementation
|
The change is scheduled for implementation and
is now waiting for the scheduled start of
implementation activities.
|
|
|
Implementation
|
The implementation of the change is in progress.
|
Coordinate the change implementation activities
and document them in this and potential linked
records.
|
|
Review
|
The change is being reviewed.
|
Document the change in the post implementation
review.
|
| Resolved |
The change has been resolved.
| |
|
Closed
|
The change has been closed. No further actions
are required.
|
|
Did not find what you were looking for? Ask our technical support team.
|