change Access to alter the production Prevents people who are Ensures that appropriate environment is controlled, and access not authorized to make a checks and balances are rights are only given to those people Change from having access achieved. who are authorized to make changes. to the production Decreases the risk of environment. unauthorized Changes and potential disruption to the production environment All Changes require successful Ensures that any Changes Reduces the likelihood for failed completion of testing before being are tested to being Changes and the subsequent cost implemented into the production implemented into the to Customers for unplanned environment when there is a test production environment downtime. environment in place. At a minimum, and any Emergency Change validation in the production not tested prior to environment must occur when no test implementation requires bed is available. Every change will risk analysis and approval. have a test or validation plan in place. All Changes to the production To ensure that service Reduces impact to the and environment will be made within downtime to implement allows them to plan their work agreed Change windows. Any changes is done during according to communicated exceptions will be agreed and agreed and communicated service outage windows. communicated. timeframes. All changes that impact service To ensure that a Change is Provides increased customer capability will be assessed for assigned a category. This availability and ensures proper performance and risk and resources will provide the authorization levels for changes needed to implement the information required to Change. on the assessment, define the level of categorization will be used to identify authorization. the level of authorization required for a Change. Standard Changes must be Standard Change processes Ensures efficient and implemented the accepted and and associated Change prompt handling of established procedure. All Standard workflows should be Change requests. Changes will be recorded in the developed and Improves customer Change logging system.((add in communicated to ensure service levels glossary that budgetary approvals that such Changes are may still be required for standard efficiently processed to changes)) support the organization’s business needs. All Emergency Changes will be Assessing the effectiveness To ensure there is effective reviewed at the CAB in retrospect. of an Emergency Change. oversight and review of Emergency Changes and proper communication. Every Change will receive a post Clarify the responsibility of Assures that all Changes are implementation review. All less than the CAB to perform Post reviewed for learning successful changes will receive a more Implementation Review for opportunities they are
change Access to alter the production environment is controlled, and access rights are only given to those people who are authorized to make changes. Prevents people who are not authorized to make a Change from having access to the production environment. Ensures that appropriate checks and balances are achieved. Decreases the risk of unauthorized Changes and potential disruption to the production environment All Changes require successful completion of testing before being implemented into the production environment when there is a test environment in place. At a minimum, validation in the production environment must occur when no test bed is available. Every change will have a test or validation plan in place. Ensures that any Changes are tested to being implemented into the production environment and any Emergency Change not tested prior to implementation requires risk analysis and approval. Reduces the likelihood for failed Changes and the subsequent cost to Customers for unplanned downtime. All Changes to the production environment will be made within agreed Change windows. Any exceptions will be agreed and communicated. To ensure that service downtime to implement changes is done during agreed and communicated timeframes. Reduces impact to the and allows them to plan their work according to communicated service outage windows. All changes that impact service capability will be assessed for performance and risk and resources needed to implement the Change. on the assessment, categorization will be used to identify the level of authorization required for a Change. To ensure that a Change is assigned a category. This will provide the information required to define the level of authorization. Provides increased customer availability and ensures proper authorization levels for changes Standard Changes must be implemented the accepted and established procedure. All Standard Changes will be recorded in the Change logging system.((add in glossary that budgetary approvals may still be required for standard changes)) Standard Change processes and associated Change workflows should be developed and communicated to ensure that such Changes are efficiently processed to support the organization’s business needs. Ensures efficient and prompt handling of Change requests. Improves customer service levels All Emergency Changes will be reviewed at the CAB in retrospect. Assessing the effectiveness of an Emergency Change. To ensure there is effective oversight and review of Emergency Changes and proper communication. Every Change will receive a post implementation review. All less than successful changes will receive a more Clarify the responsibility of the CAB to perform Post Implementation Review for Assures that all Changes are reviewed for learning opportunities they are
ITSMProcessDescription-ChangeManagement-2.0.docx