ITIL Change Management in a Nutshell CM0002 (2 pages)
A quick and useful overview of the ITIL Change Management process.
A change is the modification, removal or addition of any IT configuration item (CI) that alters the business operations or the technology infrastructure of any production or pre-production system or service. Where a change requires the modification, removal or addition of multiple CIs or requires multiple outages to complete the change then that change is a complex change known within Company X as a Project.
Change management is the process of coordinating changes to CIs. It manages any change which has the potential to impact on the operational working conditions and capabilities of one or more workgroups within Company X, or any external parties requiring access to shared IT services. It is the continuing process of planning, communicating, scheduling, monitoring, implementing and reviewing IT changes.
Change Management excludes service requests made via the IT Service Centre, such as access control requests, password changes, requests for extended support hours etc.
Change Requests are to be submitted by people responsible for making changes to production systems. Change Requestors can be Shared Services technicians, IT support staff from business units, external suppliers, including application developers, or Project Managers. Several changes may be required to implement a more complex solution. Alternatively, a single change request with a comprehensive implementation plan can be used to coordinate the activities of several groups.
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