Change Management

Objective:
To implement approved changes efficiently, cost-effectively and with minimal
risk to the existing and to the new IT infrastructure. Only approved changes made, risk
and cost minimized.

Change Management Tasks:
• Filtering Changes
• Managing Change Process
• Managing Changes
• Chairing CAB and CAB/EC
• Review and Closure
• Management Information

Inputs:
• Requests for Change (RfC)
• CMDB
• Forward Schedule of Changes (FSC)

Outputs:
• Forward Schedule of Changes (FSC)
• Requests for Change (RFC)
• CAB minutes and actions
• Change management reports

Impact of change:
• Category 1
o Little impact on current services. The Change Manager is entitled to
authorize this RfC.
• Category 2
o Clear impact on services. The RfC must be discussed in the Change Advisory Board. The Change Manager requests advice on authorization and planning.
• Category 3
o Significant impact on the services and the business. Considerable manpower and/or resources needed. The RfC will have to be submitted to the board level (CAB/EC – Change Advisory Board / Executive Committee)

Priority Setting:
• Urgent
o Change necessary now (otherwise severe business impact)
• High
o Change needed as soon as possible (potentially damaging)
• Medium
o Change will solve irritating errors or missing functionality (can be
scheduled)
• Low
o Change leads to minor improvements
A change backout plan must always be possible.
Change management always ends with a review of the change.

Change:
The addition, modification, or removal of approved, supported or baselined
hardware, network, software, application, environment, system, desktop build or
associated documentation.

Request for Change:
Form or screen, used to record details of a request for a change to any CI within an infrastructure or to procedures and items associated with the infrastructure.
Forward Schedule of Changes (FSC):
Schedule that contains details of all the Changes approved for implementation and their proposed implementation dates.
Change Management Process
1. Request for a Change
2. Registration and Classification
3. Monitoring and Planning
4. Approve
5. Build & Test
6. Authorize Implementation
7. Implementation
8. Evaluate