Task: Manage Change Requests
The purpose of the task is to monitor all the open and closed change requests, analyze and track the outstanding issues and thereby implement the identified corrective actions for Change Request closure.
Relationships
RolesPrimary Performer: Additional Performers:
Outputs
    Process Usage
    Main Description

    Change Management involves co-ordination between multiple stakeholders to a large extent. This includes coordinating with the Change Advisory Board for approval, Delivery Teams for implementation of the change, etc. Hence regular monitoring is essential to ensure the Change Records can be closed as per schedules. The Change Manager should also review closed Change Records randomly to monitor if the Change Management process was followed correctly and consistently.

    The Change Manager must monitor the following during the execution of change:

    • RFC are logged accurately in IT Service Management tool
    • Appropriate change models are applied
    • Incomplete and impractical changes are rejected
    • CAB discussion happen as planned and have a proper agenda
    • Change progress is regularly reviewed
    • Stakeholders are regularly updated
    • Documentation is complete
    • Changes are moved to relevant queues based on change class
    • Closed changes are updated in IT Service Management tool.

    The Change Manager must also verify the change backlog and coordinates to reduce the same. Also, changes must be regularly reviewed to identify improvement opportunities in the Change Management process. Issues could be raised at any point during change execution by stakeholders such as Delivery Teams, CAB, etc. It is the responsibility of Change Manager (along with the change Coordinator) to coordinate on these issues with the concerned stakeholders to identify actions so that it doesn’t delay the implementation process. Change Manager must also ensure that the actions identified are executed as planned and tracked to closure.