Olli Savolainen
2023-12-08T07:40:06Z

Process Overview: Change Enablement

Summary

Change Enablement is a critical IT Service Management (ITSM) process focused on managing changes in a controlled manner. This includes standard changes, emergency changes, and normal changes. The aim is to implement beneficial changes with minimal disruption to IT services, ensuring consistency and reliability.

Like Incident Management, Change Enablement is vital for maintaining stability in IT environments, while allowing for necessary updates and improvements. By having a structured Change Enablement process, businesses can minimize risks associated with changes and ensure compliance with regulatory standards.

Changes are managed in the Efecte Service Management Tool on the Change template. Changes are typically linked to configuration items (CI), allowing users to view the relationships for analyzing the impacts. The Change Enablement process steps are managed by changing the status of the Change datacard representing the change.

Change Types

Understanding and differentiating between types of changes is essential for effective and efficient service management. Each type is characterized by unique processes and requirements, tailored to suit their respective levels of impact and urgency, ensuring a streamlined and risk-managed approach to change implementation. Normal Changes and Emergency Changes are carried out on the Change template in Efecte, whereas Standard Changes are managed on the Standard Change template in Efecte.

Simplified illustration of Change and Standard Change templates and their purposes.

Normal Change

A Normal Change requires careful planning, evaluation, and approval following defined procedures. It is more impactful and riskier than a standard change and, therefore needs a more thorough assessment. The Normal Changes are carried out on the Change template in the Efecte Service Management Tool.

Emergency Change

An Emergency Change is a change that must be implemented as quickly as possible to resolve an urgent issue or to apply a critical security patch. These changes are usually reactive in nature, responding to an unforeseen incident or problem. The Emergency Changes are carried out on the Change template in the Efecte Service Management Tool.

Standard Change

A Standard Change is a low-risk, pre-authorized change that is well-understood, frequently implemented, and fully documented. These changes are routine and have been proven to be low-risk through prior successful implementations. The Standard Changes are carried out on the Standard Change template in the Efecte Service Management Tool.

Use Cases

Normal Change Use Cases

1. Change Request Initiation

1. A user or system identifies the need for a change, such as upgrading a business application or modifying network infrastructure.

2. The change request is submitted by creating a Change datacard in the Efecte Service Management Tool with details on the change's nature, purpose, and requirements.

2. Change Evaluation and Planning

1. The Change Manager reviews the request, evaluating its impact, risk, and feasibility.

2. A detailed plan is developed and documented on the Change datacard, including resource allocation, timelines, and contingency measures.

3. Approval and Scheduling

1. The change plan is presented to the appropriate authorities (e.g., Change Advisory Board) for approval.

2. Once approved, the change is scheduled, considering the available resources and potential impact on services.

4. Implementation and Monitoring

1. The change is implemented as per the approved plan.

2. Continuous monitoring by the Change manager and implementation team ensures the change progresses as intended and addresses any issues that arise.

5. Post-Implementation Review

1. After implementation, a review is conducted to assess the change's effectiveness and identify any lessons learned.

2. Documentation is updated to reflect the new state of the IT environment.

Emergency Change Use Cases

1. Emergency Detection and Change Logging

1. An urgent issue is detected, such as a critical security vulnerability or a major service outage.

2. An emergency change request is logged immediately in the Efecte Service Management Tool with the type “Emergency”, bypassing normal procedures for expedited processing.

2. Rapid Assessment and Approval

1. The Change Manager conducts a swift assessment, focusing on immediate resolution.

2. Expedited approval is sought, often from a delegated authority or a streamlined emergency change advisory process.

3. Urgent Implementation

1. The change is implemented urgently, with real-time updates from the implementation team and coordination among involved teams.

2. The focus remains on resolving the issue promptly while ensuring minimal service disruption.

4. Review and Normalization

1. Once the emergency is addressed, a review is conducted to analyze the effectiveness of the response.

2. Steps are taken to normalize operations and integrate any changes into the regular IT environment.

Standard Change Use Cases

1. Standard Change Identification and Logging

1. A need for a routine, low-risk change is identified, such as a minor software update or regular maintenance activity.

2. The standard change is logged by creating a Standard Change datacard into the Efecte Service Management Tool.

3. A Standard Change Model Template is used for populating key information, including the implementation steps, to the Standard Change Datacard.

2. Change Verification and Scheduling

1. The Service Desk or Change Manager quickly verifies that the change fits the criteria for a Standard Change (pre-approved, low-risk, and well-understood).

2. The change is scheduled appropriately to minimize the impact on service delivery, leveraging the predefined procedures and checklists in the template.

3. Implementation and Documentation

1. The Standard Change is implemented according to the established guidelines and procedures.

2. Essential details and outcomes of the change are documented within the standard change datacard for tracking and future reference.

4. Post-Implementation Monitoring

1. After the change implementation, a brief monitoring period ensures that the change has not adversely affected services.

2. Any deviations or issues are noted and addressed promptly.

5. Review and Continuous Improvement

1. Periodic reviews of Standard Changes are conducted to ensure their continued relevance and effectiveness.

2. Adjustments to the procedures or criteria for Standard Changes are made as needed, fostering continuous improvement within the change enablement process.

Input Channels

Changes are typically created manually on the Change template in the Efecte Service Management Tool.

Automatic Email Notifications

The solution sends predefined email notifications. The administrator can change the content of the email notifications. Automatic email notifications are sent only for Standard Changes - no emails are sent automatically related to Normal and Emergency Changes.

Standard Change

# | Notification name | Sender address | Recipient | Sent when
1 | Standard change - Change manager | [defined by customer] | Change Manager | After the Standard Change has been created.
2 | Waiting for implementation - Requester | [defined by customer] | Requester | The Standard Change has been scheduled (Implementation start and end have been defined)
3 | Change closed - Requester | [defined by customer] | Requester | After the Standard Change has been closed.

Terminology

Term | Explanation
Change Enablement | The process of controlling changes to the IT infrastructure or any aspect of services, in a controlled manner.
Normal Change | A change that requires thorough assessment, planning, and approval due to its potential impact and risk. It is not pre-authorized and goes through the full change enablement process.
Standard Change | A pre-authorized change that is low risk, relatively common, and follows a procedure or work instruction.
Emergency Change | A change that must be implemented as soon as possible due to an urgent issue.
Change authority | The individual or group responsible for authorizing a change. This authority can vary depending on the type and scope of the change. For Standard Changes, it might be a Service Desk Manager, while for Normal or Emergency Changes, it could be the Change Advisory Board (CAB) or a senior executive. The Change Authority ensures that changes are assessed, prioritized, and approved in alignment with organizational policies and risk tolerance.
Change Advisory Board (CAB) | A group of people that advises on the assessment, prioritization, and scheduling of changes. The CAB is typically the Change Authority approving the changes.
Change Request | A formal proposal for a change includes details about the change, why it is necessary, and how it will be implemented. A Change Request is depicted by a Change datacard in the Efecte Service Management Tool.
Post-Implementation Review (PIR) | An evaluation conducted after a change is implemented to assess its success, identify any issues, and gather learnings for future improvements.
Impact Assessment | The process of analyzing the potential effects of a change, including its impact on services, users, and infrastructure.
Risk Assessment | Evaluating the potential risks associated with a change, including likelihood and potential consequences.
Standard Change Model Template | A predefined approach for handling a particular type of standard change, detailing the steps and processes to follow. Change models standardize responses to common standard change scenarios. The models are maintained on the Standard Change Model template in the Efecte Service Management Tool.

Prerequisites

Well-Defined Change Enablement Policy

A clear policy that outlines the objectives, scope, roles, responsibilities, and procedures related to change enablement. This policy serves as the guiding document for all change management activities.

Configuration Management Processes

Essential for understanding the IT environment's current configuration and dependencies. Configuration Management, through the use of a CMDB, provides critical insights into the relationships and impacts of Configuration Items (CIs). This information is crucial for effective risk assessment, impact analysis, planning, and post-change verification in the Change Management process. It ensures that changes are made with a comprehensive understanding of their potential impacts on the IT infrastructure and services.

Service Catalog Management Integration

Vital for aligning changes with the services offered to users. Service Catalog Management provides a detailed view of all services available within the organization, including their descriptions, statuses, and dependencies. This clarity is crucial for assessing how proposed changes will affect service delivery and for ensuring that changes support the ongoing development and improvement of services. It also helps in communicating changes to stakeholders, as changes can be framed in the context of how they impact specific services listed in the catalog.

Change Advisory Board (CAB)

Establishment of a CAB, comprising stakeholders and experts who review, assess, and approve significant changes. The CAB plays a critical role in ensuring that changes are aligned with business goals and are managed effectively.

Effective Communication Channels

Reliable communication methods to facilitate clear and consistent communication among all stakeholders involved in the change process.

In practice, this could consist of an Email integration, self-service portal, and and potentially integrations with chat or other collaboration tools.

Risk and Impact Assessment Mechanisms

Processes for assessing the risk and impact of proposed changes. This includes tools and criteria for evaluating the potential effects on services, resources, and business operations.

Integration with Other ITSM Processes

Seamless integration with other IT service management processes, such as incident, problem, and configuration management. This ensures a holistic approach to service management and alignment of changes with broader IT goals.

Benefits

Reduced Risk

Controlled implementation of changes minimizes risks associated with changes.

Enhanced Stability

Ensures consistency and reliability in the IT environment.

Compliance and Standardization

Helps in maintaining compliance with regulations and standardizing change procedures.

Actors and Roles

Actor | Description | Roles in Efecte Service Management Tool (ESM)
Change Manager | Oversees the Change Management process. | Change Enablement
CAB Members | Provide guidance and approval for changes | N/A