Manage all changes in a controlled manner, including standard changes and emergency maintenance relating to business processes, applications and infrastructure. This includes change standards and procedures, impact assessment, prioritization and authorization, emergency changes, tracking, reporting, closure and documentation.
Enable fast and reliable delivery of change to the business and mitigation of the risk of negatively impacting the stability or integrity of the changed environment.
Evaluate, Prioritize and Authorize Change Requests
Use formal change requests to enable business process owners and IT to request changes to business processes, infrastructure, systems, or applications. Make sure that all such changes arise only through the change request management process.
Categorize all requested changes (e.g., business process, infrastructure, operating systems, networks, application systems, purchased/packaged application software) and relate affected configuration items.
Prioritize all requested changes based on the business and technical requirements, resources required, and the legal, regulatory, and contractual reasons for the requested change.
Plan and evaluate all requests in a structured fashion. Include an impact analysis on business process, infrastructure, systems and applications, business continuity plans (BCPs), and service providers to ensure that all affected components have been identified. Assess the likelihood of adversely affecting the operational environment and the risk of implementing the change. Consider security, legal, contractual, and compliance implications of the requested change. Consider also inter-dependencies amongst changes. Involve business process owners in the assessment process, as appropriate.
Formally approve each change by business process owners, service managers, and IT technical stakeholders, as appropriate. Changes that are low-risk and relatively frequent should be pre-approved as standard changes.
Plan and schedule all approved changes.
Consider the impact of contracted services providers (e.g., of outsourced business processing, infrastructure, application development, and shared services) on the change management process, including the integration of organizational change management processes with change management processes of service providers and the impact on contractual terms and SLAs.
Manage Emergency Changes
Track and Report Change Status
Close and Document the Changes
Include changes to documentation (e.g., business and IT operational procedures, business continuity, and disaster recovery documentation, configuration information, application documentation, help screens, and training materials) within the change management procedure as an integral part of the change.
Define an appropriate retention period for change documentation and pre- and post-change system and user documentation.
Subject documentation to the same level of review as the actual change.