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ITIL - Change Management
Introduction
Change in IT service refers to commissioning, decommissioning or upgradation of configuration of servers.
All changes are required to be implemented with minimum disruption of IT services.
Change Management process deals with following aspects while implementing a change −
Study the adverse impact of change and minimize it
Create and maintain change management process
Prevent unauthorized changes in the environment
Maintain record of all the changes
Post implementation review of all changes
Change is not implemented by change management team rather it is implemented by a technical team. Change management team only reviews and approves the change.
Change Manager is the process owner of this process.
Key Points
Change manager is the person who approves the changes and closes it. He also checks whether it meets the desired result.
Change coordinator raises change requests.
Change coordinator has to send screen shots after the change in Post Implementation Report (PIR).
Objectives
The objectives of change management process are as shown below −
Seven Rs of Change Management
These are the seven questions that must be answered for all changes. It helps to assess the impact of changes and risk and benefits to the service.
Request For Change (RFC) is the key information source and the catalyst for the change activities of −
Create and record
Review
Assess and evaluate
Authorize
Plan
Coordinate
Review
Close
Each RFC will follow a certain change model that is suitable for the nature and type of change.
Change Models
There are basically three change models as explained below −
Standard change model
This model is used for pre-authorized repetitive, low risk and well tested changes.
Normal change model
In this model any change must go through certain steps such as assessment, authorization, and Change Advisory Board (CAB) agreement before implementation.
Emergency change model
This change model deals with highly critical changes needed to restore failed high availability service failure.
Change Advisory Board (CAB) is a body to authorize the changes and assist change management in assessing and prioritization the changes.