Join Mark Thomas for an in-depth discussion in this video Change models, part of Cert Prep: ITIL Foundations.
- Okay, so we are still in change management as part of service transition. I once did some interviews when doing an assessment of some processes for an organization and we started looking at change management. I interviewed 13 different people, 13 people about the change management process. But you'll never guess how many versions of the change management process I got. It wasn't 13, it was somewhere around 17. There were so many different versions, there wasn't a single change management process.
Now what I was looking at was a single process, but this organization didn't realize how to set this up with multiple change models and there's different change models that you can have. So understand that a process, there are deviations to a process, authorized deviations to a process, for certain types of changes. For example I would handle the change process for let's say a large enterprise application resource, enterprise resource planning, let's say like an Oracle or SAP.
I would handle the approval process for that differently than I would handle the approval process a password reset different types of models. Remember we had different change types, we talked about in the previous video. We have standard, normal, we have emergency changes, different models exist for those. We had different change models for changes that were in the security area, so there was a different approval type of process, different thresholds of approval authorities that had to go through those. And that's the whole idea behind a change model.
Have your core change manager process that everybody understands and then you have different models to accommodate different types of changes. So, in terms of change models, repeatable, predefined steps. One of the activities and one triggers for us to move form activity to activity in here. Different types of changes, again, particular type of change we have a change model for emergency change and a separate type of model for that. We may have a separate model for urgent versus routine changes, different models for standard changes and a lot of those standard changes will come through maybe say a request to fill the process.
Making sure they are handled in a predefined path, predefined timescales, those types of things. Emergency changes, standard changes and those time scales oftentimes are driven by our service level agreements and our operational level agreements and to a smaller extent underpaying contracts, or actually could be a major extent. So making sure we understand, at each step along the way we have different timescales on those things. So basically I want you to understand some basic change model elements that we have here, what steps do we take in order to process this change, what's the chronological order, what are the dependencies of the other steps.
Responsibilities, who does what, what's the level of authority, and level of responsibilities in that. The time scales and thresholds and escalation procedures, don't forget, there are escalation procedures in the event that when we are in a certain task or activity that there is a higher level or a functional or maybe of a hierarchical aspect that we have to get involved with that. And remember, have a single change process, but you can have multiple change models to support change management.
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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