Service change

‘The addition, modification or removal of authorized, planned or supported service or service component and its associated documentation.’

The scope of Change Management covers changes to baseline d service assets and configuration item s across the whole service lifecycle.

Each organization should define the changes that lie outside the scope of their service change process. Typically these might include:

• Changes with significantly wider impact s than service changes, e.g. departmental organization, policies and business operations – these changes would produce RFCs to generate consequential service changes
• Changes at an operational level such as repair to printers or other routine service component s.

Figure 4.1 shows a typical scope for the service Change Management process for an IT department and how it interfaces with the business and supplier s at strategic, tactical and operational levels. It covers interfaces to internal and external service provider s where there are shared assets and configuration items that need to be under Change Management. Service Change Management must interface with business Change Management (to the left in Figure 4.1), and with the supplier’s Change Management (to the right in the figure). This may be an external supplier with a formal Change Management system, or with the project change mechanisms within an internal development project.

Figure 4.1 Scope of change and release management for services

The Service Portfolio provides a clear definition of all current, planned and retire d services. Understanding the Service Portfolio helps all parties involved in the Service Transition to understand the potential impact of the new or changed service on current services and other new or changed services.

Strategic changes are brought in via Service Strategy and the Business Relationship Management processes. Changes to a service will be brought in via Service Design, Continual Service Improvement and the service level management process. Corrective change, resolving error s detected in services, will be initiated from Service Operation s, and may route via support or external suppliers into a formal RFC.

Exclusions

This chapter does not cover strategic planning for business transformation or organizational change although the interfaces to these processes do need to be managed. Guidance on organizational change is addressed in Chapter 5. Business transformation is the subject of many publications aimed at the general business manager.

Дата добавления: 2015-10-29