Join Mark Thomas for an in-depth discussion in this video Change management interfaces, part of Cert Prep: ITIL Foundations.
- One of the things I really want you to understand about change management are the interfaces between change management and other processes because this is a very integrated process out there. So let's talk about some of the main interfaces that you might see out there. The fist one is what we call SACM, you might remember what SACM was that was service asset and configuration management. There is definitely a relationship here because now change management is approving changes to configuration items at which service asset and configuration management is controlling those CIs and storing that information in the CMS.
So there is definitely a relationship there, we see, with SACM and change management. RDM, release and deployment management, releases are the build test deploy portion of the deployment of the change. What is the relationship there? Remember we saw in the activities that change actually might be doing authorizations and approvals at certain points during the deployment process, so definitely a relationship there. Transition planning and support, or TPS, remember what TPS did, we talked about this several slides ago, it is an overall coordination effort for the transition phase in general, so there is definitely some link between those.
Change evaluation, again, this is going to be one of those that is out of scope of the foundation level course, but change evaluation essentially is ensuring that we are providing the value of that change once it's deployed to make sure that we have provided the benefits that the customers are expecting. Problem management, clearly has a big relationship for a couple of reasons, one is problem management might be the reason we have a change actually in the process because we have a problem, we have a known error, a workaround we have to actually deploy a change to remove that particular known error.
Problem management might also be advising us in change management to particular problems that may arise based on assessing those RFCs and the changes coming in. But what about some others? You can imagine there's probably a few more processes in other areas in which we want to make sure that, here, in change management that we have a very close relationship to. One of those things might be what we call business change management. So, business change management is essentially ensuring that we are aligning with the strategy, making sure that we are coordinating issues and those kinds of things.
Project and program management. There is definitely a relationship here. Projects, programs, one of the results of a project is potentially a request for change or several changes that might be part of a release. So, work with project and portfolio or project and program management, sourcing and partnering we might be dealing with. How about portfolio management? There might be changes to portfolio items, remember portfolio has the pipeline, the current service catalog and retired services, there might be some relationships right there.
How about continuity management? Definitely continuity management, change management is going to be going through the approval of changes associated with the continuity plan we may in the event of a major disruption have emergency changes or well understood changes, we may have to have as a part of a continuity plan to ensure we have a smooth transition into the continuity situation if there is such a thing a smooth transition to that.
Security management. We may have separate model for security related changes that might be affecting us, those are also things that might be part of this. Excuse me, sorry about that, knocked that one off by accident. Capacity and demand management, making sure that we have the proper capacity for the required changes. Availability management, looking at the uptime, looking at the effects of the availability plan on those changes that we might have. Release and deployment management, we talked about that, SACM, we hit that one already.
So we see a lot of those processes have a lot of interfaces with each other. Change basically is a parent in just about every one of the other processes that we have out there. So, talking about these things and I kind of mentioned what I like to call the big trilogy of relationships in the change management process. And here's really what I'm talking about in the three things here. So, you know it's a couple of key processes we talked about. Here is change management. You'll notice we have the steps along the change management the general activities, record the IFC, assess it, approve/reject, change implementation coordination, review and then we officially close that change.
We have another process down here called service asset and configuration management. So in service asset and configuration management there may be activities that we have in SACM that we can align quite well with change management, kind off see how that comes together. And so, for example, the review change there may be activities where we're auditing items as a part of the configuration management system. When we approve or reject an RFC, we may be doing the update records within the SACM or service asset and configuration management. Notice when hen the coordinate the change implementation, capturing the release environment baselines, something right here, release and deploy new or changed CIs, that's release and deployment management and all this is a part of that configuration management system that we have, so you see it's a very complex interrelationship between all these processes and I don't want to discount the fact that we have a couple of other key processes out there.
Transition planning and support, helping us coordinate across all those processes. Knowledge management, that we'll talk about soon, that helps us capture and document all of the knowledge, articles, the artifacts, the documentation we need in order to be able to support this within the service operation phase, which comes up after service transition. So, service asset and configuration management, big, I'm sorry, big connection with change management.
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