Body
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:
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Process Activity
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Requestor
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Change Authority
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Implementer
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Client/Sponsor
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Support
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Communications
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Select Change Model
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R
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A
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|
|
|
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Create Change Record1
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A/R
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I
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C
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C/I
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|
I
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Conduct Risk Assessment2
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R
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A
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C
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C
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C
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I
|
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Document Plans
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R
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A
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C
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C
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C
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C
|
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Select Change Authority
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R
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C
|
I
|
I
|
|
I
|
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Authorize Change for Deployment2
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C
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A/R
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C
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C
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C
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I
|
|
Implement Change Plan
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C
|
I
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A/R
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C
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I
|
|
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Conduct Change Test Plan
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A/R
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I
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R
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R
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|
|
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Review & Close Change Record
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R
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A/R
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C
|
R
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C
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I
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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:
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