Change Management

Change Management controls the lifecycle of all changes. This enables the execution of economic changes with minimal impact to existing IT services.

Scope

Change Management has the following aims:

  • Reliable and central contact for change requests from business and IT
  • Increasment of value creation and reducement of incidents
  • Ensure the creation, assessment and decisions for all Requests for Changes (RfC)
  • Ensure the planning, testing, implementation, documentation and review of all changes
  • Ensure the actualization of the Change Management System
  • Optimization of the change-related comprehensive risks for the business

Activities

Change Managements main activities are to manage changes and to communicate with all required parties:

For emergency changes the 7 Rs must be considered to be answered:

  • Raised?
  • Reason?
  • Return?
    e.g. aimed utility of the change
  • Risk?
  • Resources?
  • Responsibilities?
    e.g. for build, test, deployment
  • Relationships?
    e.g. to other changes, CIs, services and dependencies

Critical Success Factors

  • CSF: Ability to response to change requests
    • KPI: Amount or percentage of changes, which are in-budget, in-time and in-quality
    • KPI: Amount of changes within a backlog
  • CSF: Optimization of the change-related risk for the business
    • KPI: Less outdates, issues or reworks
    • KPI: Less emergency changes
    • KPI: More successfull changes
  • CSF: All changes are controlled and documented within the Change Management System