Change Management Process Overview
Change Management receives a Request for Change (RFC) and either approves or rejects the RFC.
Relationships
Main Description

This process is responsible for controlling and managing a Request for Change (RFC) to the IT environment. A Change is anything which changes the status of a Configuration Item (CI)

Goals

  • The timely introduction of business benefit and enhanced user productivity by minimizing the risk of disruption to IT services
  • Introducing change in a predictable, repeatable, improvable and accountable manner
  • Ensure business and technical risk policies are not exceeded
  • To reduce incidents caused by changes
  • Maintain open channels of communications to promote smooth transition when changes take place
  • Increased visibility and communication of changes to both business and support staff.
  • Better assessment of the cost of proposed changes before they are incurred
  • Greater ability to absorb a large volume of changes
  • Enhanced perception of the quality of IT

Scope

Includes

  • Enforcement of standard methods and procedures from request for change through post implementation review
  • Changes, standard changes (pre-approved by policy) and emergency changes (policy exception request)
  • Control and management of the implementation of those changes that are subsequently given approval

Excludes

  • Configuration Management
  • Hardware faults/repairs which do not alter the form fit or function of a tracked Configuration Item (CI)
  • Solution development and testing
  • Data entry

Key Performance Indicators

  • Customer satisfaction with
    • the timeliness and value of the change approval process
    • the timeliness, value, and quality of change implementation
  • The elapsed time and direct costs
    • In this process domain
      • In each process step and between steps
  • Business value of approved, rejected, and deferred changes
  • Number of change requests
    • opened, closed, and pending
    • approved, rejected, or deferred
  • Percent of emergency changes
  • Percent of change requests needing revision
  • Percent of approved changes
    • completed as planned and scheduled
    • rescheduled or delayed
    • backed out
  • Percent of implementation tasks
    • that are automated
    • that fail
  • Governance effectiveness - number & percent of changes implemented without change approval
  • Number of Incidents due to
    • Approved changes
    • Non-approved changes