Change Enablement Practice

Statement of Best Practice

The purpose of change management is to control the lifecycle of all changes, enabling beneficial changes to be made with minimum disruption to IT services

  • Changes are completed on-time and successfully
  • All changes are authorized; no change occurs outside of the process
  • The change process as a whole is understood by, valued, and visible to stakeholders
  • Change process must be easy to use, scalable, and automated where possible
  • The risk of a change is known, quantified, and optimized
  • Strategies to mitigate the impact of failed changes must be established prior to the change
  • Ensuring that all changes to configuration items are well managed and recorded in the configuration management system
  • Defining and agreeing to individual change plans with customers and stakeholders
  • Ensuring integrity of a change and its constituent components throughout the transition activities
  • Ensuring that there is appropriate knowledge transfer

Contact

  • Assistant Director, IT Process and Planning: Bob Black
  • Process Owner: Pete Ferris
  • Process Sponsor: Troy Travis

Roles and Responsibilities

  • Requestor: 
  • Change Authority: 
  • Implementer:
  • Client / Sponsor:

Process Activity

Requestor

Change Authority 

Implementer

Client/Sponsor

Support

Communications

Select Change Model

R

A

        

Create Change Record1

A/R

I

C

C/I

  

I

Conduct Risk Assessment2

R

A

C

C

C

I

Document Plans

R

A

C

C

C

C

Select Change Authority

R

C

I

I

  

I

Authorize Change for Deployment2

C

A/R

C

C

C

I

Implement Change Plan

C

I

A/R

C

I

  

Conduct Change Test Plan

A/R

I

R

R

    

Review & Close Change Record

R

A/R

C

R

C

I

1: Perform as soon as feasible for emergency changes
2: By-pass for changes to test configuration items

Process Policies

  • All changes must follow the Change Management process; there is zero tolerance for unauthorized change
  • All changes must be logged in the configuration management system*
  • Establish a single focal point for changes in order to minimize the likelihood of conflicting changes and potential disruption to supported environments
  • People who are not authorized to make a change should not have the access to make the change*
  • Seek to integrate with other service management processes to establish traceability of change, detect unauthorized change and identify change-related incidents
  • Changes take place within defined maintenance windows with special authorization for exceptions
  • Perform risk evaluation of all changes that impact service capability
  • Establish performance measures for the change management process, e.g. efficiency and effectiveness

Definitions 

  • Normal Change: 
  • Standard Change: 

Related Documents, Forms, and Tools 

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