Change Management

Change Management is required when a service defect or enhancement requires a code change to remediate. Change Management is a Service Transition process, so this flow separates the Development and Operations activities, as well as the tasks transitioning the service from Development to Operations.

  1. Release Management requires a change record be created as part of Release planning.
  2. Problem Management can also initiate the Change Management process.
  3. This happens when releasing a change is required to remediate a Problem.
  4. The Development team leverages a defect tracking tool to analyze, code, test, and deliver a build to remediate the Problem. This team may leverage the Agile methodology, adding the defect remediation to an upcoming sprint.
  5. The Transition team creates a Change Record with all items included in the Release (1).
  6. Configuration Management informs the Change Management process by identifying related services that may be impacted by the Change.
  7. A Change Evaluation is performed to confirm the Change has met the organizational standards, including a back-out plan.
  8. A Change Approval Process is initiated, considering the risk and urgency of the change.
  9. If the Change is approved, it is deployed, otherwise, it is rejected and routed to Release Management (1) for review.
  10. After implementation, the Operations team confirms there are no unintended consequences of the Change. If a new Problem is identified as caused by the change, the Problem Management process is initiated (2).
  11. Successful Service Transition is achieved when Changes are released without unintended consequences.