Activity: 07.02 - Initiate And Record Change
The Change Management process is initiated by means of raising a "Request For Change". This request is then assessed and submitted to create a Change Record.
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Description

There can be many sources in an engagement that can trigger the Change Management process. A change may be needed as a response to an event, or to resolve an incident or problem. It may also be raised as a result of changes in business strategy, business processes or service design and architecture.

Once the need for the change is identified, the Change Requester must raise a formal Request For Change (RFC). RFC is a formal communication, seeking an alteration to one or more technical configuration items. The RFC can be logged directly in the IT Service Management tool or the Change Requester can use the default RFC template to raise the change. Once created, the Change Coordinator must ensure the requisite initial information for the change is in place. This would include parameters like impact, urgency, risk, priority assessment, classification of the change, etc.

In addition, the Change Coordinator must perform an initial assessment of the change before submitting the same to the Change Manager. In case, certain information about the change is missing, the Change Coordinator must obtain the same from Change Requester and update the RFC. If the change is out of scope, impractical or duplicate; the Change Coordinator should reject the request and communicate the same to the Change Requester.

The class of the change provided in the Change Record must also be reviewed and confirmed as standard, normal or emergency change. This is to ensure that each class of change gets the required attention, approval and treatment.

Different types of changes may require different types of handling, hence its necessary to have Change Models in place.

The Change Model would include:

  • The steps that should be taken to handle the change including issues and unexpected events
  • The extent of approvals and documentation
  • The sequence in which these steps should be performed along with any dependences
  • Responsibilities of all the stake holders
  • Timescales and thresholds for completion of the actions
  • Escalation procedures; who should be contacted.