Change Management Process


A Change is the addition, modification, or removal of anything that could have an effect on IT Services.

A Change Request is a formal proposal for a change to be made which includes details of the proposed change and may be recorded. 

A Change Record contains the details of a change. Each change record documents the life cycle of a single change. A change record is created for every request for change that is received, even those are rejected. Change records should reference the configuration items affected by the change. Change records may be stored in the configuration management system or elsewhere in the service knowledge management system.  

Change Types

Normal changes go through the full assessment, authorization, and implementation stages. Normal Changes are typically categorized as major, significant or minor.

Standard changes are pre-approved change which is low risk, relatively common and follows a procedure or work instruction. Every standard change should have a change model that defines the steps to follow, including how the change should be logged and managed as well as how it should be implemented. 

Emergency changes are reserved only for highly critical changes that must be implemented as soon as possible to resolve a major incident or implement a security patch. Details of emergency changes may be documented retrospectively. In an emergency situation it may not be possible to convene a full change advisory board (CAB) meeting. Where CAB approval is required, this will be provided by the emergency CAB (ECAB).

Change Advisory Board (CAB) and Change Managers

CAB Members are Dr. Reif, James Morrison, Dalton Root, Hayden Moles-Clare, Rob Moruzzi, Chris Garrett and Scott Williamson.

Change Managers are James Morrison, Dalton Root, Hayden Moles-Clare, Rob Moruzzi, Chris Garrett and Scott Williamson.


RACI Matrix

Responsible the person or people responsible for getting the job done.

Accountable the person who has ownership of quality and the end result. Only one person can be accountable for each task.

Consulted the people who are consulted and whose opinions are sought.

Informed the people who are kept up to date on progress.

Change Models

Change Models are a way of predefining the steps that should be taken to handle a particular type of change in an agreed way.

  1. Steps that should be taken to handle the change, including handling issues and unexpected events
  2. Chronological order these steps should be taken in, with any dependencies or co-processing defined
  3. Responsibilities - Who should do what
  4. Timescales and thresholds for completion of the actions
  5. Escalation Procedures - who should be contacted when 

Process Activities

Overall change management activities include

  1. Planning and Controlling changes
  2. Change and Release scheduling
  3. Communications
  4. Change decision making and change authorization
  5. Ensuring that there are remediation plans
  6. Measurement and control
  7. Management Reporting
  8. Understanding the impact of change
  9. Continual Improvement

Typical activities in managing individual changes

  1. Create and record the RFC
  2. Review RFCs and filter changes
  3. Assess and evaluate the change:
    1. Establish the appropriate level of change authority
    2. Establish relevant areas of interest (who should be involved in the CAB)
    3. Evaluate the business justification, impact, cost, benefits, risks, and predicted performance of change
    4. Request formal evaluation of the change from the change evaluation process is this is required
  4. Authorize the change:
    1. Obtain authorization/rejection
    2. Communicate the decision with all stakeholders, in particular the initiator of the RFC
  5. Plan updates
  6. Coordinate change implementation
  7. Review and close the change


Article ID: 72598
Tue 2/26/19 8:32 AM
Thu 9/17/20 2:23 PM