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 users 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. Based 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. communicated to ensure service levels that such Changes are efficiently processed to 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 after they are extensive review. all Changes after they have implemented. been implemented. Change Management metrics and Assessing performance Communicates Incidents management reports will be provided measures (e.g., efficiency and Problems as a result to Management and Customers in and effectiveness) of the of a Change accordance with outlined procedures Change Management Provides trend analysis and agreements. process. Identifies opportunities for improvement
environment must occur when no test bed is available. Every change will have a test or validation plan in place. implementation requires risk analysis and approval. 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 users 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. Based 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. 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 extensive review. Clarify the responsibility of the CAB to perform Post Implementation Review for all Changes after they have been implemented. Assures that all Changes are reviewed for learning opportunities after they are implemented. Change Management metrics and management reports will be provided to Management and Customers in accordance with outlined procedures and agreements. Assessing performance measures (e.g., efficiency and effectiveness) of the Change Management process. Communicates Incidents and Problems as a result of a Change Provides trend analysis Identifies opportunities for improvement
ITSM-Process-Description---Change-Management---Final.docx