Emergency Change Management is initiated only when the change is classified as an “Emergency Change”.

Emergency Changes are the changes that are intended to repair an error in an IT service that negatively impact the business to a high degree. Emergency Changes should only be considered where it is impossible to schedule a Normal Change or there is an unavoidable risk to the live environment, if the change is not implemented immediately. Only when these changes are implemented, they resolve an incident or problem deemed critical to the service continuity where a work-around is not sufficient.

Emergency changes may be raised in the following scenario’s:

• Change forced by regulatory or statutory requirements
• Change addressing security requirements
• Change which needs to be applied to mitigate a Major Incident
• Change needed to meet a business need of either Capgemini or the Client.

Emergency Changes are approved by Emergency Change Advisory Board (ECAB). Due to urgency of the Emergency Changes it may not be possible to assemble the full CAB. The ECAB would therefore have lesser number of members.

Due to time constraints, it may not be possible to complete all steps and tasks of a Normal Change. Therefore, a reduced number of tasks that are critical must be completed.

Emergency Changes are more disruptive and prone to failure, hence the number of Emergency Changes executed should be very minimum.