Join Mark Thomas for an in-depth discussion in this video Activities of change management, part of Cert Prep: ITIL Foundations.
- Okay, so the change management process, again still in service transition, let's hit at a very high level some of the activities that take place during change management. First, some of the things we talked about up to this point, the trigger point to kick this process off is to create the RFC or the request for change. This is the formal request, the document that is input into the change record. And once that RFC is created, that can be done a couple of different ways, it could be done electronically, you may have a RFC that's done on paper, but it's an official recondition that that request is being made.
So, it gets recorded, it's been officially recognized, then we record that information as when we record it it's put into the change management tool, typically this is where it's given a request number or whatever you have for that to officially recognize that it has been recorded. We walk into the review phase next, the review is a filtering. Does the RFC have everything it needs, does it have the remediation or backout plan, do we have the appropriate test plans identified for this and so on.
So, if for some reason that RFC is missing something we can kick it back and say "hey, if you can get "a couple of these pieces back into the RFC, "get it to me by a certain time and we can still get it in "and possibly meet our CAB deadline for submittals" that type of stuff, so we want to make sure we work with the customers on this. So we go to the next piece after it has been reviewed, then we do the asses and evaluate that change, this can be done in a lot of different ways. We have to understand the type of change it is, the change module that we are actually using for this, because there is a different authority that may have to approve this.
Again, this may be a change that comes right into our CAB, this may be a change that has to go to a higher authority for example, like a steering committee or those types of things. So, as we are looking at the assessment of those things, it's the level of change, the authority we have to make to do this. Now, once this assessment takes place, again this change request is going to be in a certain state, let's assume that it gets approved and scheduled, so one of the things that comes out of this is that thing we call the change schedule or the CS.
Here is where that change is being planned for deployment. We also may have something, basically it's called the projected service outage, or the PSO. So in many cases, you know, or in most cases we do not want to affect service availability as we are making these changes. In some cases, based on our SLAs, there may be some cases during certain change windows, maintenance windows, release windows, whatever you call them in which services are unavailable during that.
So that's where we identify what that planned service outage might be as a result of that change. Now, we take a look at this next piece, so remember we go into, now change management as a process isn't technically doing the build, test, deploy and so many times if it's a very small change that goes through the system, change may approve it and it goes in and it's kind of gone to deployment, change is just general oversight of that. But for larger changes, let's say that are coordinated with say releases, we go through this authorization, where we authorize the change build and test.
So that's really kind of the first phase of that release and deployment management piece, so change, remember, is the oversight through the lifecycle of this change, so we say "great, you've got authorization to move to build to test" and we are monitoring that. And during that build test, maybe coordination of that change build and test we may then give authorization for change deployment, we may coordinate the change implementation and then when that is complete, we review and close that information.
So remember release and deployment management may be doing a lot of the actual build, test, deploy piece but change management being the oversight ensures that we are providing the proper approvals at certain steps there. One thing I wanted to point out here in all this mess of ink that I've put up here is to point out there's some things that you see on the side these yellow boxes say update change in configuration in the CMS. The change manager should ensure that updates, changes the configuration items through this process are made in the configuration management system.
If you think back to the process we have called SACM, service access and config, we are approving changes to configuration items or CIs, we have to make sure that we provide the proper updates to those CIs throughout that entire process. You see a couple of processes that are becoming very, very closely intertwined with each other. Change management, release and deployment management and service asset and configuration management work extremely close within service transition. So those are the activities, we'll talk about a couple more things on change management in the next few videos.
ITIL® is a registered trade mark of AXELOS Limited. This ITIL Foundations course is offered by Interface Technical Training, ATO of EXIN.
Skill Level Advanced
Qualification scheme3m 51s
1. Service Life Cycle
2. Service Management as a Practice
3. Key Principles, Models, and Concepts
4. Life-Cycle Phases
5. Life-Cycle Processes: Part One
6. Life-Cycle Processes: Part Two
7. Service-Management Functions
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