WorkFlow

ITIL Change Management Workflow Document

1. Introduction

Change Management within ITIL is a structured process designed to control the lifecycle of all changes to IT services, minimizing risks and impacts while maintaining alignment with business objectives. The main objective of Change Management is to ensure that standardized methods and procedures are used for efficient and prompt handling of all changes to mitigate risks, reduce service disruptions, and support business outcomes.

2. Objectives

The primary objectives of Change Management are:

• To ensure that changes are managed, recorded, and evaluated.
• To reduce incidents, errors, and failures due to unauthorized or improperly executed changes.
• To ensure changes align with business and IT requirements.
• To provide visibility and control over the IT change process.

3. Change Management Process Workflow

The Change Management workflow consists of several stages, as outlined below:

Step 1: Request for Change (RFC) Submission

• Objective: Capture details about the change, including purpose, scope, affected services, and expected impact.
• Roles Involved: Change Requestor
• Activities:
  • Fill out a Request for Change (RFC) form.
  • Submit the RFC to the Change Management tool.
  • Document the details of the change, including reasons, resources required, expected impact, and timeline.

Step 2: Change Logging and Categorization

• Objective: Classify the change based on its type, risk, and impact.
• Roles Involved: Change Manager
• Activities:
  • Review the submitted RFC for completeness.
  • Categorize the change as Standard, Normal, or Emergency based on risk level.
  • Assign the RFC to the appropriate team for assessment.

Step 3: Change Assessment and Approval

• Objective: Evaluate the change request to determine feasibility, risk, and business impact.
• Roles Involved: Change Manager, CAB (Change Advisory Board), Change Owner
• Activities:
  • Assess risk, impact, and resource requirements.
  • Consult with CAB for high-risk or high-impact changes.
  • Approve or reject the change based on the evaluation, possibly recommending changes to the plan.

Step 4: Change Planning and Scheduling

• Objective: Develop a comprehensive plan and set an appropriate time for the change.
• Roles Involved: Change Manager, Implementation Team
• Activities:
  • Develop a detailed plan, including rollback procedures.
  • Determine the date and time for implementation.
  • Coordinate with affected teams to ensure minimal disruption.

Step 5: Change Implementation

• Objective: Execute the change as per the approved plan.
• Roles Involved: Implementation Team, Change Manager
• Activities:
  • Implement the change according to the documented plan.
  • Monitor for unexpected issues during implementation.
  • Document any deviations from the plan.

Step 6: Post-Implementation Review and Closure

• Objective: Confirm successful implementation and assess the outcome.
• Roles Involved: Change Manager, Change Requestor
• Activities:
  • Conduct a review to confirm the change met its objectives and there were no adverse effects.
  • Document lessons learned and update the knowledge base as necessary.
  • Close the RFC and update the change log.

4. Types of Changes

ITIL classifies changes into three main types, each with its own handling process:

• Standard Change: Pre-approved, low-risk, and frequently occurring changes (e.g., software updates).
• Normal Change: Requires assessment and approval, with varying levels of risk.
• Emergency Change: Requires immediate implementation due to critical business impact, often requiring expedited CAB approval.

5. Roles and Responsibilities

• Change Requestor: Initiates and documents the change.
• Change Manager: Oversees the Change Management process, approves changes, and ensures proper documentation.
• Change Advisory Board (CAB): Reviews and advises on changes with high impact.
• Implementation Team: Executes the change according to the approved plan.

6. Key Performance Indicators (KPIs)

• Number of changes successfully implemented.
• Number of failed changes and reasons for failure.
• Average time for change approval and implementation.
• Reduction in incidents due to poor changes.

7. Tools and Documentation

It’s important to use a Change Management tool (like ServiceNow or Jira Service Management) for tracking, recording, and approving changes. Essential documentation includes:

• RFC forms
• Change Logs
• CAB meeting minutes
• Implementation Plans and Post-Implementation Review Reports

8. Risk Management in Change Management

• Risk Assessment: Each change should be evaluated for potential risks, categorized, and treated accordingly.
• Rollback Plans: Ensure that each change has a rollback procedure to restore service if implementation fails.

9. Continual Service Improvement (CSI)

Change Management is an ongoing process. Regular reviews of failed changes, customer feedback, and audit reports should inform improvements in Change Management practices.

10. Conclusion

Following ITIL's Change Management workflow helps minimize the risks associated with changes, promotes accountability, and aligns IT service modifications with business needs. This structured approach improves service quality, reduces incidents, and ensures business continuity.

By adhering to this ITIL-aligned workflow, organizations can manage IT changes more effectively, balancing speed and stability while meeting business objectives.