Task: Perform Initial Assessment Of Change
The Request For Change must then go through initial assessment before it is submitted. In most cases this task determines if the change is of the normal, standard or emergency type.
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RolesPrimary Performer: Additional Performers:
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    Process Usage
    Main Description

    The Request For Change (RFC) undergoes the first level of review in this task. The Change Coordinator should perform an initial verification to check if all required information to proceed with the change, is provided. In case of a shortfall, the Change Coordinator should obtain the additional information (and supporting documentation) as needed. This activity may involve consultation with the Change Requester, technical and support teams, or inputs from the IT Service Management tool. The Change Coordinator must also determine if the change requested is within scope and if it has been raised earlier. In case the request is out of scope, impractical, duplicate, out of scope RFC’s must be rejected and the Change Requester should be notified on the same.

    The Change Coordinator should verify the below information during the initial assessment of the change:

    • Change Requester information
    • Change Complexity in terms of the number of configuration items impacted or the volume of work in terms of requirements or functionality
    • Relationship between the affected configuration items
    • Cross-reference of Problem or Incident records in the tool
    • Supporting documentation.

    The Change Coordinator must also validate the RFC information furnished by the Change Requester. This would include assessing the impact and urgency of the change. Initial impact and urgency may be modified during the change review and authorization process. Impact is based on the benefit due to successful implementation of the change, or the degree of damage to business or the cost to business, if the change is not implemented. The urgency of the change is based on how long the implementation can afford to be delayed. Change priority should be derived from the agreed impact and urgency. Impact and urgency would also help to determine the correct change class.

    The Change Coordinator must then determine the classification of the change. The general change class terminologies are Normal, Standard, Emergency.

    Once all the information is assessed and details are complete, the change is submitted to Change Manager. Changes should be submitted in an appropriate lead time to allow the reviews and approvals to occur. The lead time for change submission should be defined for each change class and communicated, so that all potential Change Requesters are aware of the requirements.

    Based on the type of classification change, the change may follow one of the below mentioned activities:

    • If the change is classified as an Emergency Change, the activity "Perform Emergency Change Management" must be followed
    • If the change is classified as Standard Change, then activity “Perform Standard Change Management" must be followed
    • If the change is classified as a Normal change, activity “Assess And Approve Change” must be followed.