About the Change Management process

Article:HOWTO81872  |  Created: 2012-11-05  |  Updated: 2013-04-18  |  Article URL http://www.symantec.com/docs/HOWTO81872
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About the Change Management process

The Change Management process ensures that standardized methods and procedures are used to handle all changes efficiently and promptly. The process minimizes the effect of any related incidents upon service. Using Change Management improves the reliability and responsiveness of IT services and processes, leading to a higher turnaround of changes. It also reduces rework and the duplication of effort. Standard or common change requests can be expedited. The use of automation rules enables customization without having to edit the workflow directly. The process includes the ability to define and use templates for quickly completing a change plan.

See About Change Management.

The Change Management process is initiated when someone requests a change.

The change manager who provides the initial approval of a change request also selects the change type. The change type determines the number of steps that the change implementation requires. It also determines the number of workers who must be involved in each step.

When a task is assigned to multiple workers, all the assignees must complete the task for the change request to advance to the next stage. The change manager can complete tasks on behalf of the task assignees by checking the Work Tasks Assigned To Others check box on the change request's Process View page. This option helps move the process forward if a task assignee is unavailable, on vacation, or otherwise unable to work the task.

See About cascading relationships among process tickets.

The Change management process consists of the following states:

During the planning phase, the change manager can select one of two variations to tailor the process to the request: Standard or Emergency.

A standard plan change is commonly requested and performed, meaning that procedures, risk and cost are well-understood and CAB approval is not necessary. Essentially, the Planned state is skipped. For example, once a computer has become obsolete, it experiences a standard change of repurposing or disposal. A standard change is usually scheduled for a later time to coincide with maintenance windows or a release. Typically, an organization has a one-to-one mapping between standard plans and plan templates. This one-to-one mapping is so that if the Standard type is selected, the change manager can find the matching template, and load the plan details.

An emergency change cannot be scheduled for later. If it is designated as an emergency, then it should be implemented immediately following approval by the E-CAB. Like the Standard plan type, the plan details are not required before submission to the CAB.

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