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The Service Level Agreement for the customer specific roles is maintained by the Service Level Agreement Management.Įxample: Service Level Agreement Customer(s) Customers of the affected Service with a valid SLA Information artifacts Roles depending on the affected customer(s) are found in the Service Level Agreement (SLA). The Service Description, including the service specific roles, is delivered from the Service Portfolio Management.Įxample: Service Description Service Expert/Service Specialist They can consult and/or act as Roles depending on the affected service are found in the Service Description. This can be identical with a service or customer specific role. Change Requester (CR) This is the person who triggers a change via a Request for Change (RFC) form. The members of the CAB are defined in the activity „classification“ and recruited from:Ĭhange Authority (CA) The authority (person or group) authorizing a change Change Authorities vary depending on the change category. See the Activity Specific Rules in the activity Change Classification for details. The Change Agent can be changed with the help of a Functional Escalation , if permitted by the Rules.Ĭonsulting body in category 2 and 3 changes. The attribute in the records contains the value of the Role/Function currently responsible for either an activity or task within the overall activity of the change. The Change Owner can be changed with the help of a Hierarchical Escalation. The attribute in the records contains the value of the Role/Function currently accountable for the change (but NOT for the Change Management Process).

See the process-specific or activity-specific rules for details. These roles are dynamically created during the Change Management Process. Senior Management of the IT provider Dynamic Process Roles It is recruited from the Senior Management. Team associated to the Change Management Process.ĭecision Maker in the case of an emergency change. Team leader of the function „Change Management Team“. Manager of the entire process, responsible for its effectiveness and efficiency. See Continual Process Improvement Management for a detailed description of these activities Initiator of the process, accountable for defining the process strategic goals and allocating all required process resources. See Change Management section, Service Management Roles x Person for details Roles & Functions Change Management specific roles Static Process Roles Every implemented change is documented and reviewed.Every change with a risk to normal service operation is carefully assessed and sufficiently tested to avoid service disruption or degradation of service quality, in particular in terms of SLA deviations.Every change runs through a set of standardized activities and procedures in order to ensure effective and efficient processing.

Every change and all required data is recorded.

The purpose of Change Management is to establish standardized procedures for the handling of IT-related change requests and facilitates the assessment, scheduling, coordination, documentation and evaluation of all changes.Ĭhange Management contributes to an integrated Service Management approach by achieving the following goals: For this purpose, close collaboration between Change Management and Project, as well as Release Management is critical for the success of this process. Change Management coordinates the incidental tasks in the context of change building, testing and release. Each requested change is classified by determining its priority and impact, and afterwards the responsible change authority decides on the approval or dismissal of the change. Change Management is triggered every time a request for change is received from one of the various of sources which make such requests. A well-defined and controlled process leads to the effective handling of these changes.

Digitale Transformation mit Data AnalyticsĬhange Management deals with any kind of change to the IT infrastructure and services.