Process activities, methods and techniques

This section provides approaches to managing service changes effectively by addressing the tasks carried out to achieve and deliver controlled change.

Overall Change Management activities include:

• Planning and controlling changes
• Change and release scheduling
• Communications
• Change decision making and change authorization
• Ensuring there are remediation plan s
• Measurement and control
• Management reporting
• Understanding the impact of change
• Continual improvement.

Typical activities in managing individual changes are:

• Create and record the RFC
• Review RFC and change proposal:
• Filter changes (e.g. incomplete or wrongly routed changes)
• Assess and evaluate the change:
• Establish the appropriate level of change authority
• Establish relevant areas of interest (i.e. who should be involved in the CAB)
• Assess and evaluate the business justification, impact, cost, benefits and risk of changes
• Request independent evaluation of a change (see 4.2.6.4)
• Authorize the change:
• Obtain authorization/rejection
• Communicate the decision with all stakeholder s, in particular the initiator of the Request for Change
• Plan updates
• Coordinate change implementation
• Review and close change:
• Collate the change documentation, e.g. baseline s and evaluation reports
• Review the change(s) and change documentation
• Close the change document when all actions are completed.

Throughout all the process activities listed above and described within this section, information is gathered, recorded in the CMS and reported.

Figure 4.2 shows an example of a change to the service provider ’s services, application s or infrastructure. Examples of the states of the RFC are shown in italics. Change and configuration information is updated all the way through the activities. Figures 4.3 and 4.4 show the equivalent process flow for some examples of standard change process flows.

Figure 4.2 Example process flow for a normal change

Figure 4.3 Example process flow for standard deployment request

Figure 4.4 Example process flow for standard operational change request

Дата добавления: 2015-10-29