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Change Management
ITIL Change Management

Goal : 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 the day-to-day operations of the organization

Input : RFCs, CMDB, Forward Schedule of Changes(FSC))
Filtering changes
Managing changes and the change process
Chairing the CAB and CAB/EC
Reviewing and closing RFCs
Management reports
Better alignment of IT service to business requirements
Increased visibility and communication on changes to both business and service support staff
Improved risk assessment
Reduced adverse impact of changes on the quality of services and on SLAs
Improved problem and availability management through the use of valuable management information relating to changes
Fewer changes to be backed-out

Change Management Overview

Mission Statement
Coordinate and control all changes to IT services to minimize adverse impacts of those changes to business operations and the users of IT services.

Process Goal
Achieve the process mission by implementing:
ITIL-aligned Change Management Policies, Processes and Procedures
Standardized methods and techniques for efficient handling of changes
Dedicated Change Manager
Change Advisory Board
Forward Schedule of Changes (FSC)
Published Service Availability (PSA) reports
Proper levels of pre and post Change communications with customers and users

Critical Success Factors (CSFs)
The Critical Success Factors (CSFs) are:
Controlling Changes
Making Quick And Accurate Changes Based On Business Priorities
Protecting Services When Making Changes

Key Activities
The key activities for this process are:
Accept Changes
Prioritize and classify changes
Coordinate change impact assessment
Coordinate approval of changes
Coordinate scheduling of changes
Coordinate implementation of changes
Conduct post implementation reviews
Provide management information about Change Management quality and operations

Key Performance Indicators (KPIs)
Examples of Key Process Performance Indicators (KPIs) are shown in the list below. Each one is mapped to a Critical Success Factor (CSF).

Controlling Changes

Number of RFCs processed
Number of RFCs rejected
Number of unauthorized changes detected
Number of RFCs implemented on schedule
Number of RFCs requiring reschedules

Making Quick and Accurate Changes Based On Business Priorities

Number of RFCs marked as URGENT
Number of RFCs not tested prior to implementation
Number of RFCs that failed
Number of RFCs without business case
Number of RFCs bypassing CAB or CAB/EC

Protecting Services When making Changes

Number of SEV1 incidents caused by RFC implementation
Number of SEV2 incidents caused by RFC implementation
Number of other incidents caused by RFC implementation
Number of RFCs without a backup strategy

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Change Management


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