About Basic Change Management Workflow
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Common Workflow
The basic Change management workflow begins when a Request for Change (RFC) comes from Problems/Error Control or when a New Change is created. At that point, the Change Manager categorizes the input as RFCs, New Changes, or Templates and classifies them by type.
After that, the workflow is determined by type as described in the following sections.
Emergency Change Workflow
Bypasses further action by Change Manager and is sent to directly to the Emergency Committee for recommendation from board members. Goes to Release Management to implement change and educate users, and then to Post Implementation Review (PIR) before change is closed.
Significant Change Workflow
Bypasses further action by Change Manager and is sent to directly to the Change Advisory Board (CAB). CAB reviews change plan and its risk and makes recommendation. CAB sends plan to Release Management Team. Release Management implements changes and educates users, and sends plan to the Post Implementation Review (PIR). PIR closes the change.
Major Change Workflow
Bypasses further action by Change Manager and is sent to directly to the Change Advisory Board (CAB). CAB reviews change plan and its risk and makes recommendation. CAB send plan to Release Management Team. Release Management implements changes and educates users, and sends plan to the Post Implementation Review (PIR). PIR closes the change.
Minor Change Workflow
The Change Manager defines a change plan, approves and schedules it, and then reports change plan to the Change Advisory Board (CAB). CAB reviews change plan and its risk and makes recommendation to implement or return to Change Manager for further work. When approved, CAB forwards approved plan to Release Management Team. Release Management implements changes, educates users, and sends plan to Post Implementation Review (PIR). PIR posts implementation review and closes the change.
Standard Change Workflow
When a Standard Change occurs, pre-approved Change plans bypass further action from the Change Manager and goes to Change Advisory Board (CAB). CAB reviews the change plan and its risk and makes a recommendation. CAB forwards plan to the Release Management Team. Release Management implements changes, educates users, and sends plan to Post Implementation Review (PIR). PIR posts implementation review and closes the change.
The following diagram shows the basic Change management workflow as encouraged by ITIL:
See also: About Change Records and Creating New Change Records.
