CHANGE MANAGEMENT

Introduction
Change management process helps enterprises to implement new changes without interruption
and downtime. Change management follows a standard operating procedure to remove any
unintended interruptions and includes evaluation, planning and approval of changes.system
information. The goal of Change Management is to establish standard procedures for agile and
effective management of change requests in an attempt to dramatically minimize the risk and
impact that a change can have on business operations.

Benefits of Change Management

 Reduction of risk and impact
 Maintenance of current state of work
 Communication and approval management
 Effective change planning with optimized resources
 Reduction in number of incidents due to execution changes
 Improved IT to business alignment
 Increased staff productivity
 Faster change implementation
 Reduced service disruptions and system downtime

Type of Changes:
 Standard change

A standard change is one that is implemented frequently, has repeatable implementati

on stepsand has a proven success story. They follow a streamlined process with group
or peer approval and CAB approval.

 Emergency change
This change is performed when transition needs to be made as soon as possible, such
as fixing a major incident or installing a security patch. This change is of such high
priority that it bypasses group and peer review and approval and goes straight to the
CAB approval group's authorization state for approval.

 Normal change
These changes require a full range of assessments and authorizations such as peer or
technical approval, change management, and authorization from the Change Advisory
Board (CAB) to ensure completeness, accuracy, and minimum service disruption. Such
changes are most commonly planned during defined blackout periods of transition or
during specified maintenance times.
Essential Steps in Change Management

1. Identify What Will Be Improved

Since most changes occur to strengthen a system, a product, or an outcome, defining t
he objective and clarifying objectives is essential. This also involves defining the tool
s and people that will make the process simpler and guide the effort.

2. Plan for the Change

This is the "roadmap" that defines the origin, the path to be followed and the destinati
on. You will also include exploiting capital, context or intent, and costs in the budget.
Throughout this method, there is also a common warning to practice patience and avoi
d shortcuts.

3. Provide Resources
Resource identification and funding are essential elements as part of the planning proc
ess.

4. Communication
A critical element in all modalities of transition is the provision of clear and open line
s of communication throughout the system. The approaches promote openness and bid
irectional communication mechanisms that provide outlets for agitation, celebrate wha
t works, and change what doesn't work seamlessly.

5. Take Necessary Stakeholders and CAB approval

All production improvements will be brought for approval through the CAB. The
CAB's ultimate goal is to ensure launch of performance. This is done by keeping in
mind the following objectives during the course of operations.
 Ensuring that the timetable for the request does not overlap with other business
needs.
 Requiring that all standards of architecture be met.
 Retention of ownership of the process of change management.
 To provide customers with consistent quality standards.
6. Implement and Test Change in Production environment.

7. Close Change Request and Evaluate Change Feedback.

Workflow Diagram:

Service Now Screen for Change Management Request:

Change Management Metrics

1. No of Changes Requested. Total no of change requests made during a given

timeframe.
2. No. of Changes Rejected. The no of change requests that were rejected during a given
time frame.
3. No of Unauthorized Changes. The no of changes that were implemented without
authorization.
4. Number of Successful Change Implementations. The no of changes that were
requested, approved, and implemented successfully.
5. Rate of Failed Changes. The no of changes that were requested, approved, but were
failed to be implemented.
6. Rate of Service Outages Due to Changes. The number of times service interruptions
occurred as a result from change implementations.
7. No of Changes Backlogged. The no of changes in a backlog at a given time.
8. Average Time to Implementation. Average time change takes to complete.
9. No of Urgent Change Requests. The no. of urgent change requests, compare to the
total number of change requests.
10. No of Change-Related Incidents. The number of incidents that were related to ITSM
changes.
11. Average Time to Approval / Rejection. Average time, change take to be approved or
rejected.
12. Change Acceptance Rate. The percentage of changes that are accepted within given
time frame.