Change Management Process (ITIL ISO 20K) (Word DOCX)

This document is 'change management process' as per ITIL framework and ISO 20K.

A change is any alteration to a service or service component that may have an impact on the quality of service delivered to the customers of that service. Hence, any change in service or service component, need to be appropriately managed and controlled. The Change management process depends on the accuracy of the configuration data to ensure the full impact of making Changes is known. There is a very close relationship between Configuration management, Release Management and Change Management.

Changes arise as a result of Problems, but many Changes can come from proactively seeking business benefits such as reducing costs or improving services. The goal of the Change management process is to ensure that standardized methods and procedures are used for efficient and prompt handling of all Changes, in order to minimize the impact of Change-related Incidents upon service quality, and consequently to improve the day-to-day operations of the organization.

To make an appropriate response to a Change request entails a considered approach to assessment of risk and business continuity, change impact, resource requirements and Change approval. This considered approach is essential to maintain a proper balance between the need for Change against the impact of the Change.

It is particularly important that Change Management processes have high visibility and open channels of communication in order to promote smooth transitions when Changes take place.