Unit 6 – Change Management
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Change
Management
Slide 6-2
› Describe the goals of Change Management
› List the activities of Change Management
› Describe the relationships Change Management has with other ITIL processes
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Service
Desk
Service Support
Incident
Management
Problem
Management
Configuration
Management
Change
Management
Release
Management
Change
Management
Slide 6-3
Service Level
Management
Capacity
Management
Service Delivery
Availability
Management
Financial
Management
IT Service Continuity
Management
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Change
Management
Change is the process of moving from one defined state to another
› Reactive requests to fix a Problem
› Proactive requests to improve quality of a Service
However… Change introduces RISK
› Triggers for change include:
– Resolution of Incident or Problem
– Change in Business requirements
– Legislation changes
– Dissatisfied Customers
› Any one in the organization should be able to trigger a RFC
Slide 6-4
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› Minimize the impact of change-related incidents upon service quality
› Ensure that standardized methods and procedures are used for:
– Efficiency
– Prompt handling of all changes
› Improve the day-to-day operations
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Change
Management
Slide 6-6

Change
Management
Slide 6-7
› Better alignment of IT services to business requirements
› Improved risk assessment
› Reduced adverse impact of changes on the quality of services and on
SLAs
› Better assessment of the cost of proposed changes before they are incurred
› Fewer changes that have to be backed out
› Increased productivity
› Enhanced business perception of IT
› Greater ability to absorb a large volume of changes
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n t g e m e n a
M a a n
C h g e
Registration and
Classification
Monitoring and
Planning
Approval
Authorization and
Implementation
Evaluation
(PIR)
C
A
B
Build
Test
Implement
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n t g e m e n a
M a e c t o j
P r
Change
Management
Slide 6-8

› Change logging/registration
– General
• Use standardized forms
• Provide access to everyone to submit RFCs
• Assign a unique Chronological ID
› Classification
› Prioritization
› Risk determination
› Categorization
Impact + Urgency = Priority
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Change
Management
Slide 6-10
Registration and
Classification
Approval
Authorization and
Implementation
Evaluation
(PIR)

›
› Impact and resource assessment
› Change approval
– Financial
– Technical
– Business
› Change scheduling
Forward Schedule of Change (FSC)
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Change
Management
Slide 6-13
Registration and
Classification
Approval
Authorization and
Implementation
Evaluation
(PIR)

Change
Management
Slide 6-16
› Authorized RFCs are passed to relevant technical groups
› Implementation
› Coordinated by Change Management
– Release Management
– Configuration Management
– Operational units
Registration and
Classification
Approval
Authorization and
Implementation
Evaluation
(PIR)
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› Changes should be reviewed after implementation to ensure:
– Had the desired effects and met their objectives
– User and Customers
• Are content
• Identify any shortcomings
– No unexpected or undesirable side effects
– The actual resources required were as planned
– The implementation plan worked correctly
– Implemented on time and on budget
– The back-out plan functioned correctly
Change
Management
Slide 6-18
Registration and
Classification
Approval
Authorization and
Implementation
Evaluation
(PIR)
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Change
Management
› Change Manager
– Receive, log and allocate a priority to all RFCs
– Chair and decide membership of CAB meetings
– After consideration of the advice given by the CAB, authorize acceptable
Changes
– Produce regular and accurate management reports
– Review the Change process
› Change Advisory Board (CAB)
– Provide details of likely impact, the implementation resources, and the ongoing costs of all Changes
– Membership determined by pending RFCs
Slide 6-19
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› A typical CAB meeting agenda should include a review of:
– Problematic changes
• Failed changes
• Backed-out changes
• Unauthorized changes
– RFCs
• To be assessed
• Previously assessed
– Change Management process, itself
– Change Management wins/accomplishments
Change
Management
Slide 6-20
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› Urgent changes are still changes
› Should be kept to a minimum
› More disruptive and error prone
› Will be required
› May be approved by CAB/Emergency CAB (EC)
Change
Management
Slide 6-21
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Service
Desk
Service Support
Incident
Management
Problem
Management
Configuration
Management
Change
Management
Release
Management
Change
Management
Slide 6-23
Service Level
Management
Capacity
Management
Service Delivery
Availability
Management
Financial
Management
IT Service Continuity
Management
Copyright © 2006, BMC Software, Inc. All rights reserved.

Change
Management
Slide 6-24
1. What is change?
2. In an emergency, urgent changes are allowed. Is Change
Management responsible for them as well?
3. Does Change Management manage the process of actually building or developing the required changes?
4. Once changes are complete and ready to be implemented in the live environment, does Change Management perform the implementation?
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Change
Management
5. Within an ITIL compliant Change Management process, who decides on the categorization of a proposed change?
a. Change Manager b. Change Advisory Board c. Change Requestor d. Change Implementer
6. Which of the following activities is the responsibility of Change
Management?
a. Reviewing changes to ensure they have worked b. Creating a change to rectify a known error c. Determining the release strategy for a major change d. Implementing a software change at a remote site
Slide 6-25
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Change
Management
Slide 6-26
7. Which of the following statements are true? The Change Advisory
Board should ensure that proposed changes are assessed for: a. The likely impact on continuity plans b. The effect of not implementing the change c. The resources required to implement the change d. The likely impact on capacity and performance e. All of the above
8. Change Management ensures that scheduling decisions are based on: a. Urgency b. Impact c. Resource d. All of the above
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Change
Management
Slide 6-27
9. Which concept is part of Change Management?
a. Post Implementation Review b. Emergency Release c. Service Request d. Work-around
10. The management of ABC Inc. has insisted that each request for a new workstation installation be handled with optimum efficiency and effectiveness. Which ITIL process is designed to achieve this desired outcome?
a. Change Management b. Customer Liaison c. Problem Management d. Service Level Management
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Change
Management
Slide 6-28
11. When processing a Request for Change (RFC), the Change
Manager initiates a number of activities. Which action is required if this involves a complex change?
a. The Change Manager reports the change to Problem Management b. The Change Manager reports the change to Incident Management c. The Change Manager presents the change to the Change Advisory Board d. The Change Manager presents the change to the IT Manager
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Change
Management
Slide 6-29
12. The successful diagnosis of a problem results in a Known Error. On the basis of this Known Error, a request for change may be raised.
The known error may be closed when… a. A review of the change has led to a satisfactory result b. The proposal for change is logged with Change Management c. The request for change is authorized by the Change Advisory Board d. Incidents related to the known error don’t occur any more
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Change
Management
Slide 6-30
1. Change is the process of moving from one defined state to another.
2. Yes. Urgent changes are changes and are managed by Change
Management. The Change Management process simply runs in an expedited mode.
3. No. The actual building or developing of required changes is managed as a project outside of the direct control of Change
Management.
4. No. Release Management implements the change in the live environment, but always under the authority granted by Change
Management.
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5. (a) Change Manager
6. (a) Reviewing changes to ensure they have worked
7. All of them
8. (d) All of the above
9. (a) Post Implementation Review
10. (a) Change Management
11. (c) The Change Manager presents the change to the Change
Advisory Board
12. (a) A review of the change has led to a satisfactory result
Change
Management
Slide 6-31
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Change
Management
Slide 6-32
› You are now able to accomplish the following tasks:
– Describe the goals of Change Management
– List the activities of Change Management
– Describe the relationships Change Management has with other ITIL processes
Copyright © 2006, BMC Software, Inc. All rights reserved.

Change
Management
Slide 6-33
Copyright © 2006, BMC Software, Inc. All rights reserved.