ITIL® Change Management is an extremely important process. The ITIL® Change Management process depends on the accuracy of the configuration data to ensure the full impact of making Changes is known. Ultimately there is a very close relationship between Configuration Management, Release Management and Change Management.
Goal of ITIL® Change Management
The goal of the Change Management process is to ensure that standardized methods and procedures are used for efficient and prompt handling of all Changes, in order to minimize the impact of Change-related Incidents upon service quality, and consequently to improve the day-to-day operations of the organization.
Where do Changes come from?
Changes arise as a result of Problems, but many Changes can come from proactively seeking business benefits such as reducing costs or improving services. Details of the Change process are documented in SLAs to ensure that Users know the procedure for requesting Changes and the projected target times for, and impact of the implementation of Changes.
Service Desk interface
Details of Changes need to be made known to the Service Desk. Even with comprehensive testing there is an increased likelihood of difficulties occurring following Change implementation either because the Change is not working as required or expected, or because of queries on the change in functionality.
The Change Advisory Board (CAB) is a group of people who can give expert advice to the Change Management team on the implementation of Changes. This board is likely to be made up of representatives from all areas within IT and representatives from business units as well as any external parties that are deemed necessary.
ITIL® Change Management assessment
To make an appropriate response to a Change request needs a reasoned approach to assessment of risk and business continuity, Change impact, resource requirements and Change approval. This considered approach is essential to maintain a proper balance between the need for Change against the impact of the Change.
It is particularly important that the ITIL® Change Management processes have high visibility and open ‘channels of communication’ in order to promote smooth transitions when Changes take place.