Change Management Use Cases

Change Management is a process responsible for controlling the lifecycle of all changes. The objective of Change Management is to ensure that standardized methods and procedures are used for efficient and prompt handling of IT infrastructure changes in order to minimize the number and impact of any related incidents upon service. Change management can ensure standardized methods, processes and procedures which are used for all changes, facilitate efficient and prompt handling of all changes, and maintain the proper balance between the need for change and the potential detrimental impact of changes.

The end user can raise and record changes in two ways:

• From Valuemation Service Request Shop
• Using Valuemation Change Management (see links below)

Normal Change

Normal Change refers to changes that should proceed through all steps of the Change Management process.

• Raise and record Normal Change
  • Create RFC (User Request)
  • Create RFC out of Incident
  • Create RFC out of Problem
  • Create RFC out of Release
• Select Model Ticket
• Select Service Parameter
• Approve/Reject RFC
• Process RFC Activities
• Change Monitoring

• Change Review

Standard Change

Standard Change is a pre-approved change that is low risk, relatively common and follows a set procedure or work instructions. An example might be password reset or provision of standard equipment to a new employee.

From the customer point of view, many change processing operations are similar or identical to Normal Change, with some below described notable differences.

• Create RFC (Standard Change)

• Process RFC Activities (Standard Change)

Emergency Change

Emergency Change is a high priority change that must be introduced as soon as possible. For example, to resolve a major incident, implement a security patch or to do a recovery for a disaster situation (ITSCM).

Change Proposal

Change Proposal is a special type of change-related record which enables the submission of recommendations which may - after proper analysis, design, scheduling and approval - give rise to a Normal Change or Standard Change record leading, for example, to the introduction or improvements of a service.