ISO 20000-Change Management Process Template

by Elina D

What is Change Management?

Change management is a process that controls and manages changes to an organisation's products, services, and systems. Change management aims to ensure that changes are made safely and efficiently without disrupting the business or causing any negative impact.

Change Management Process

Change management is critical to any organization's operations, as it helps ensure that changes are made safely and efficiently without disrupting the business or causing any negative impact. Change management is critical in industries with a high risk of negative consequences from changes, such as the healthcare and nuclear power industries.

There are many different models and frameworks for change management, but all typically include the following steps:
1. Planning and preparing for change
2. Implementing the change
3. Evaluating the results of the change
4. Adjusting and improving the change management process.

The change management process is often overseen by a management team responsible for planning, executing, and monitoring changes. The team typically includes a change manager responsible for coordinating the change management process and other members with expertise in risk management, communications, and project management.

There are many different aspects to change management, including:
• Change management process
• Change management tools
• Change management best practices

ISO 20000 Bundle

The change management process typically includes the following steps:

1. Change initiation: The first step in the change management process is to identify and assess the need for a change. An incident, problem, or opportunity may trigger this.
2. Change planning: Once the need for a change has been identified, the next step is to plan the transition. This includes creating a change mandate, identifying the stakeholders, and determining the resources required.
3. Change implementation: The next step is to implement the change. This includes preparing the environment, deploying the difference, and testing the change.
4. Change evaluation: After the change has been implemented, it is essential to evaluate the results. This includes assessing the impact of the change and taking corrective action if necessary.
Change management tools can be very helpful in managing change. Some standard tools include change request forms, change management software, and impact analysis templates.

Scope of the Change Management Process :

The scope of the Change Management Process in ISO 20000 defines how changes to IT services and service assets are controlled throughout their life cycle. The Change Management Process is responsible for authorizing, recording, scheduling, and managing changes to the IT services.
The Change Management Process is one of the key processes in ISO 20000 and ensures that changes to IT services are controlled and managed effectively. The Change Management Process is essential for ensuring that changes to the IT services are made in a controlled and coordinated manner.
The Change Management Process is designed to ensure that changes to the IT services are made in a controlled and coordinated manner. The Change Management Process ensures that changes to the IT services are authorized, recorded, scheduled, and managed effectively.

The objective of the Change Management Process

Change Management Process

The objectives of the Change Management Process are to:
• Ensure that all changes to the IT infrastructure are adequately planned, approved, and coordinated
• Minimise the risk of disruptions to service delivery
• ensure that changes are made in a controlled and consistent manner
• optimize the use of resources by avoiding unnecessary or duplicate changes
• Monitor and review the process to identify improvements

Process Description of Change Management

This process ensures that changes are controlled and consistent and that all stakeholders are kept informed.

1. RFC

All requests for change (RFCs) are logged and reviewed. This ensures that changes are assessed and authorized before they are implemented.
The steps in this process are as follows:
• RFC is logged: All requests for change (RFCs) must be logged. This allows for traceability and ensures that changes are assessed and authorized before implementation.
• RFC is reviewed: Once an RFC is logged, it must be reviewed. This assessment will identify potential risks and determine whether the change can be authorized.
• RFC is authorized: Once an RFC is reviewed and authorized, it can be implemented.
• RFC has implemented: The final step in implementing the change. This may involve deploying the change to a test environment before it is pushed to production.

2. Emergency Change

Emergency changes are usually implemented in response to an unforeseen event that threatens the stability of the IT infrastructure. The assessment of an emergency change should consider the potential impact of the change on the business, as well as the risks and costs associated with implementing the change.
• Emergency changes are changes that are required to be made to avoid or mitigate an incident or problem.
• The change management team should assess emergency changes to determine if they are truly required and in line with the organization's change management policy.
• If the change is approved, it should be implemented as soon as possible to avoid or mitigate the incident or problem.
• After the emergency change, a review should be conducted to determine if the change was successful and if any lessons learned can be applied to future changes.

3. Categorization

The Categorization This process ensures that changes with the potential to cause the greatest impact on the organization are given the highest priority. In contrast, those with a less significant impact are given a lower priority. This ensures that resources are used effectively to manage changes and that the most important changes are implemented in a timely manner. This process is usually referred to as categorization or classification.

4. CAB assessment

The CAB assessment begins with a review of the change request. The change request should include all relevant information about the proposed change, such as the business need for the change, the expected benefits, the risks and impacts, and the change management plan.
Once the CAB has reviewed the change request, they will recommend whether to implement the change to the management team. If the CAB believes the change should be implemented, it will work with the change management team to ensure it is properly planned and executed.

5. Change Advisory Board (CAB)

The Change Advisory Board (CAB) is responsible for assessing risks and conducting feasibility analysis in the Change Management Process of ISO 20000. The CAB helps to ensure that changes are properly planned and executed, minimizing the impact of disruptions on the organization.

The CAB assesses risks by considering the potential impact of a change on the organization's IT services. This includes assessing potential disruptions to service levels, data loss, or security breaches. The CAB also considers the feasibility of implementing a change, considering the available resources and whether the change can be implemented within the required timeframe.

Once the CAB has assessed the risks and feasibility of a proposed change, it will provide its recommendations to the Change Manager. The Change Manager will then decide whether to proceed with the change, considering the CAB's recommendations. He will also develop the needed change and submit it for approval through DCA. Finally, the Change Manager will schedule the changes and get your help to implement them.

6. scheduling and building

The scheduling and building process begins with the review of the proposed changes. The changes are then evaluated to determine if they are approved or not. If the changes are approved, they are then scheduled for implementation. The changes are then implemented and tested to ensure they do not adversely impact the service or the customer. Finally, the changes are documented, and the documentation is reviewed to ensure that it is accurate and up to date.

7. Deployment

Once a change has been approved, the next step is preparing for deployment. This involves creating a deployment plan that outlines all the steps needed to deploy the transition successfully. The deployment plan will consider any risks that have been identified and will ensure that all stakeholders are kept up to date with the progress of the deployment.

8. Post-implementation review (PIR)

A post-implementation study (PIR) assesses how successfully a project has been completed. It is conducted after the project is completed and compares its results against its original objectives. The findings of a PIR can be used to improve the management of future projects.
PIRs usually involve interviews and surveys of project stakeholders, as well as a review of project documentation. A PIR's results can help identify factors that contributed to the success or failure of the project.

ISO 20000 Bundle, ISO Implemetation Toolki