ITIL Change Management Process

An ITIL Service Strategy is a guide to applying strategic thinking to IT service management. The ultimate goal is to design, develop, and implement service management as both an organizational capability and a strategic asset. This highlights how you can transform your IT organization into a valuable service provider to business as clients or for your in-0house job.

Many businesses believe organizational change is an inherently messy, chaotic process. Without a doubt, change can derail business. But that’s because leaders have been managing it using faulty assumptions and outdated mental models.

Today’s wealth of data and powerful analytics capabilities have uncovered predictable patterns of how organizational change unfolds. These insights enable managers to navigate around dangerous pitfalls. Leaders and managers can now base their decisions on hard data, namely, the experiences of hundreds of thousands of people who have undergone change programs, telling us exactly what’s worked in the past versus what hasn’t.

Change Management Support

Process Objective: To provide templates and guidance for the authorization of Changes, and to supply the other IT Service Management processes with information on planned and ongoing Changes. 

Assessment of Change Proposals

Process Objective: To asses Change Proposals which are typically submitted for significant Changes by Service Strategy. The purpose of assessing Change Proposals is to identify possible issues prior to the start of design activities.

RFC Logging and Review

Process Objective: To filter out Requests for Change which do not contain all information required for assessment or which are deemed impractical. 

Change Assessment by the Change Manager

Process Objective: To determine the required level of authorization for the assessment of a proposed Change. Significant Changes are passed on to the CAB for assessment, while minor Changes are immediately assessed and authorized by the Change Manager. 

Change Assessment by the CAB

Process Objective: To assess a proposed Change and authorize the Change planning phase. If required, higher levels of authority (e.g. IT Management) are involved in the authorization process.

Change Scheduling and Build Authorization

Process Objective: To authorize detailed Change and Release planning, and to assess the resulting Project Plan prior to authorizing the Change Build phase. 

Change Deployment Authorization

Process Objective: To assess if all required Change components have been built and properly tested, and to authorize the Change Deployment phase. 

Post Implementation Review and Change Closure

Process Objective: To assess the course of the Change implementation and the achieved results, in order to verify that a complete history if activities is present for future reference, and to make sure that any mistakes are analyzed and lessons learned.


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