ITIL Change Management Manual CM0003 (36 pages)

A manual to outlining how to implement and run ITIL Operational Change Management within your organization. This document is IT infrastructure focussed. Example of contents of a Change Management Manual:

Definitions........................................................................................................................................................................................... 4

Change................................................................................................................................................................................................ 4

Change Management......................................................................................................................................................................... 4

Change Manager............................................................................................................................................................................... 4

Change Advisory Board.................................................................................................................................................................... 4

Customers and Consumers............................................................................................................................................................... 4

Entity................................................................................................................................................................................................... 4

Emergency Change............................................................................................................................................................................. 4

Fast track Change............................................................................................................................................................................. 4

Lead-time............................................................................................................................................................................................. 5

Temporary Change............................................................................................................................................................................. 5

Technology Item................................................................................................................................................................................ 5

Workgroup........................................................................................................................................................................................ 5

Why Have Operational Change Management?..................................................................................................................... 6

Purpose............................................................................................................................................................................................... 6

Objective............................................................................................................................................................................................. 6

Benefits............................................................................................................................................................................................... 6

Deliverables........................................................................................................................................................................................ 6

Process Scope..................................................................................................................................................................................... 6

Operational Change Management Process Flow Chart.................................................................................................. 7

Operational Change Management Process Stages............................................................................................................ 9

Types of Change............................................................................................................................................................................... 19

What types of change are there?.................................................................................................................................................. 19

Replace........................................................................................................................................................................................ 19

Upgrade / Enhancement......................................................................................................................................................... 19

Install.......................................................................................................................................................................................... 20

Relocate...................................................................................................................................................................................... 20

Remove........................................................................................................................................................................................ 20

Entities for Operational Change Management................................................................................................................ 21

Classifying the Change................................................................................................................................................................. 26

Assessing the LITO for the Change............................................................................................................................................... 26

LITO Classification Matrix....................................................................................................................................................... 26

Assessing the Business Impact of the Change.............................................................................................................................. 27

Business Impact Classification Matrix................................................................................................................................... 27

Assigning the Change Category.................................................................................................................................................... 28

Assessing the Risk............................................................................................................................................................................ 28

Change Category Definitions......................................................................................................................................................... 29

Lead-times......................................................................................................................................................................................... 29

Responsibilities................................................................................................................................................................................ 30

Summary of Responsibilities.......................................................................................................................................................... 30

The Role of the Change Manager................................................................................................................................................. 31

The Responsibilities of the Change Manager............................................................................................................................... 31

The Change Advisory Board.......................................................................................................................................................... 32

 

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