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
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The timely introduction of business benefit and enhanced user productivity by minimizing the risk of disruption to
IT services
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Introducing change in a predictable, repeatable, improvable and accountable manner
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Ensure business and technical risk policies are not exceeded
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To reduce incidents caused by changes
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Maintain open channels of communications to promote smooth transition when changes take place
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Increased visibility and communication of changes to both business and support staff.
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Better assessment of the cost of proposed changes before they are incurred
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Greater ability to absorb a large volume of changes
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Enhanced perception of the quality of IT
Scope
Includes
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Enforcement of standard methods and procedures from request for change through post implementation review
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Changes, standard changes (pre-approved by policy) and emergency changes (policy exception request)
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Control and management of the implementation of those changes that are subsequently given approval
Excludes
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Configuration Management
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Hardware faults/repairs which do not alter the form fit or function of a tracked Configuration Item (CI)
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Solution development and testing
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Data entry
Key Performance Indicators
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Customer satisfaction with
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the timeliness and value of the change approval process
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the timeliness, value, and quality of change implementation
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The elapsed time and direct costs
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In this process domain
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In each process step and between steps
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Business value of approved, rejected, and deferred changes
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Number of change requests
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opened, closed, and pending
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approved, rejected, or deferred
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Percent of emergency changes
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Percent of change requests needing revision
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Percent of approved changes
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completed as planned and scheduled
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rescheduled or delayed
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backed out
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Percent of implementation tasks
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that are automated
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that fail
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Governance effectiveness - number & percent of changes implemented without change approval
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Number of Incidents due to
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Approved changes
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Non-approved changes
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