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Table Of Contents

Figure 1: Change State Phases
Figure 2: Transition Cycle
2 The Change Management Process
2.2 Objectives
2.4 Defining What a Change Is
2.5 Defining a Change Category
2.5.1 Normal (Proactive)
2.5.2 Emergency
2.5.3 Urgent (Mandatory)
2.5.4 For Information Only (Reactive)
2.5.5 Delegated or Standard
2.6 Definition of a Change Management
Figure 3: Change Management Flow
2.7 Change Advisory Board (CAB)
3 Roles and Responsibilities
3.1 Change Management Owner
3.2 Process Leader (Change Manager)
3.3 Change Management Coordinator
3.4 Change Requester
3.5 Change Reviewer(s)
3.6 Change Approver
3.7 Change Implementer
4 Guidelines
4.1 Operational Guidelines
4.2 General Guidelines
4.3 Implementation Plan Guidelines
4.4 Install Procedure Guidelines
4.5 Test Plan Guidelines
4.6 Back-Out Plan Guidelines
4.7 Security Guidelines
4.8 Change Windows
4.9 Change Freeze
5 Change Categories
5.1 Normal Change Process
5.2 Emergency Change
5.3 Urgent Change
5.4 For Information Only
5.5 Delegated Changes (a.k.a. Standard Change)
6 Life of an RFC
Figure 4: Request for Change Life Cycle
6.1 Change Request Record Status
6.2 RFC Change Lead Times
7.2 Seeking CAB Approval
8 Closing an RFC
8.1 Final Closing Checklist
8.2 Waiting Period for Closure
8.3 Change Closure Codes
8.4 Backed-Out Changes—Failed Change
8.5 Postimplementation Review (PIR)
9 Measurements
9.1 User Satisfaction
9.2 Overall Process Health
Figure 6: KPI Sample Metrics
9.3 Process Efficiency
9.4 Process Effectiveness
9.5 Continuous Improvement
9.5.1 Process Analysis
9.5.2 Process Improvement
10 Reporting
10.1 Change Schedule
10.2 Change Summary
11 Meetings
11.1 Attendees
11.6 Meeting Minutes
12 Forms and Templates
12.1 Request for Change (RFC)
12.2 Standard Risk Assessment Procedure
12.3 Category-to-Procedure Relationship
13 Rules
14 The Change Management Procedures
14.1 Procedure Flow of Change Management Process
Figure 7: Procedure Flow
14.2 Change Entry
Figure 8: Change Entry
Figure 9: Technical Assessment Flow
14.3.2 Business Assessment
14.4 Scheduled Change
Distribution and Installation (DI)
14.7 Report and Control
Figure 14: Reporting and Control Flow
15 Terminology and Acronyms
Exhibit A: Standard Risk Assessment Procedure
Exhibit B: Emergency Change Management Procedure
Exhibit C: Approver Matrix
Exhibit D: Sample Change Request Form
Exhibit E: Category-to-Procedure Relationship
Exhibit F: RFC Lead Times and Waiting Periods for Closure
Exhibit G: Sample Agenda and Minutes
CAB Meeting Minutes
Exhibit H: Carrying out a Postimplementation Review (PIR)
Exhibit I: Sample Change Schedule
Exhibit J: Sample Change Schedule
Exhibit K: General Questions and Answers
Exhibit L: Category 4 Flow
P. 1
Change Management Process For Information Technology

Change Management Process For Information Technology

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Published by Xlibris

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Published by: Xlibris on Feb 03, 2012
Copyright:Traditional Copyright: All rights reservedISBN:9781469132129
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