Change Management

Overview
Part of the Service Transition lifecycle, the Change Management process provides a clearly
defined procedure to submit, review, approve and schedule requests for IT service changes.
The objective of the process is to ensure that changes to the IT environment are carefully
considered and reviewed so as to minimize the impact on individuals who use our IT
services and to avoid change-related conflicts between our IT services.

CM Process Document

At a very high level, the Change Management Process includes seven sub-process activities:

§ Record & Review Change Request - Information from the Request for Change
(RFC) is used to create a Change record.
§ Prioritize & Categorize Change Request - Changes are categorized according
type, size and risk of the change.
§ Assess & Evaluate Change - Change Manager will ensure both a technical impact
assessment and the risk to the business relative to the change requests are
completed by those stakeholders required to assess the Change.
 § Authorize Change - Formal authorization is obtained for each Change from a
Change authority. The levels of authorization should be judged by the type, size
or risk of the Change.
§ Coordinate Change Build & Test - Authorized RFCs should be passed to
relevant technical groups to build the Changes.
§ Coordinate Change Deployment - Authorized RFCs should be passed to the
relevant technical groups to deploy the Changes
§ Review & Close Change Record - On completion of the Change implementation,
the results should be reported for evaluation to the Change Manager. A Change
Review (Post Implementation Review) should be carried out to confirm that the
Change has met its objectives.
"Change management isn’t implemented to impede progress, but to ensure progress is well-
thought-out before changes are being made." -Lynn Bosworth, Change Manager
Governance and CAB Board Members
§ Change Advisory Board Meetings: IT Enterprise CAB: Tues, Wed, Thur at 9:30am.
Dial-in info & dynamic Pre-CAB report link can be found in ServiceNow, under
Change > Overview, found in the Navigation Bar.
§ All CAB Board Members must be present to proceed.