Change Management
Slide 1
Goal – Primary Objective
• To ensure that standardised methods and procedures are used
for efficient and prompt handling of all Changes, in order to
minimise the adverse impact of any Change-related incidents upon
service quality
Slide 2
Responsibilities
• Raising and recording Changes
• Assessing the impact, cost, benefit, resource requirements and
risk of proposed Changes
• Developing business justification and obtaining approval
• Managing and coordinating Change implementations
• Monitoring and reporting on the implementation
• Reviewing and closing Requests for Change (RFC)
Slide 3
Why Change Management
• Ensure Standard methods used for all changes
• Facilitate prompt handling of changes
• Keep a balance between the need for change and the potential
detrimental impact of change
Slide 4
Types of Change
• Basic Change
- Priority: Based on Impact+Urgency
High, Medium, Low … (Urgent?)
- Category: Based on business impact
Minor, Significant, Major
• Urgent Change
- A change that needs to be implemented more quickly
• Standard Change
- An accepted solution to an identifiable and relatively common
set of requirements (e.g. set up of User profile, Password reset)
Slide 5
Change Control Process – Basic (normal)
Implement
Change Manager Change Manager Change Manager
Start change using
Filters requests Allocates initial Decide category appropriate
priority and/or use of Standard
standard model Change model
major significant minor
Change Manager Change Manager Change Manager
Approves / rejects
Circulates RFCs to Circulates RFCs to
and schedules
Board members CAB members
Changes, reports
action to CAB
Senior management / Senior management /
board level board level Change Builder
Approve / reject Approve / reject Builds Change,
Changes Changes devises back-out &
(Financial / Technical / (Financial / Technical / testing plans
Business) Business)
Change Manager Change Manager Independent tester
Closed
Co-ordinates Change Tests Changes
Change review implementation
Slide
Slide 66
Change Control Process - Urgent
Change Manager Change Manager Change Manager
Start
Filters requests Allocates initial
Calls CAB or CAB /
priority
EC meeting
Change Manager Independent tester Change Builder CAB or CAB / EC
Co-ordinates Change Builds Change,
Quickly assesses
implementation Urgent testing devises back-out &
impact resources
testing plans
and urgency
Change Manager Change Manager Closed
Ensures records are
brought up to date Review Change
Slide
Slide 77
Change Process
RFC
Registration Acceptance
Stage 1 Priority (Urgent?)
Stage 2 Category Impact Assessment
Authorisation & Schedule
Build
Stage 3
Test
Stage 4 Implement
OK - Y/N? Backout
Review Close
Stage 5
RFC
Slide 8
Considerations
• Change Advisory Board (CAB)
- RFC are circulated to selected members depending on
Change Category (Minor, Major, Significant)
- Mandatory assessment of RFC
- Optional attendance of CAB meeting
- Meetings held on a regular basis
• CAB / Emergency Committee (CAB/EC)
- Responsibility for impact assessment of urgent changes
• Forward Schedule of Changes (FSC)
• Projected Service Availability (PSA) based on FSC
Slide 9
Benefits
• Increased visibility and communication of changes to both
business and service support staff
• Reduced adverse impact of change from improved
business, technical impact and risk assessment
• Improved productivity of Users through less disruption and
higher quality of service
• Better assessment of the cost of proposed changes
• Greater ability to absorb a large volume of change
Slide 10
CH
Exam Tips
• Basic and Urgent Change Control Process
• Change is associated with RISK
• CAB Members
► Problem Manager
► Change Manager
► Customer Representatives
Slide 11
Exam Question
• When can the building, testing and implementation of a change
begin?
A If it is urgent, as soon as the Request for Change has been
classified
B As soon as there is a back-out plan for the change
C As soon as the impact analysis has been discussed by the
members of the Change Advisory Board
D As soon as the Request for Change has been formally
authorised
Slide 12
Exam Question
• How frequently should CAB/EC meeting be held?
A Daily
B Monthly
C Weekly
D As required
Slide 13
Exam Question
Consider the following statements:
1 Effective Change Management ensures that urgency and impact
are keys to decisions made on the scheduling of changes
2 Change Management controls all aspects of the change process
• Which of these statements is true?
A 1
B Neither of them
C 2
D Both of them
Slide 14
