Change Model Template

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Change Model
[Company Name] [Company Name] [Street Address] [City, State Zip Code] [Creation Date]
Notes: The following template is provided for writing a Change Model document. [Inside each section, text in green font between brackets is included to provide guidance to the author and should be deleted before publishing the final document.] Inside each section, text in black font is included to provide a realistic example. You are free to edit and use this template and its contents within your organization; however, we do ask that you don't distribute this template on the web without explicit permission from us.
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Change Model
Document Control
Preparation
Action Name Date
Release
Version Date Released Change Notice Pages Affected Remarks
Distribution List
Name Organization Title
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Change Model
Table of Contents
1
www.FastITILtemplates.com......................................................................................................1
CHANGE MODEL........................................................................................................1
[Company Name]........................................................................................................................1 [Company Name]........................................................................................................................1 [Street Address]..........................................................................................................................1 [City, State Zip Code].................................................................................................................1 [Creation Date]............................................................................................................................1 Notes: .........................................................................................................................................1 The following template is provided for writing a Change Model document. .............................1 [Inside each section, text in green font between brackets is included to provide guidance to the author and should be deleted before publishing the final document.] ...............................1 Inside each section, text in black font is included to provide a realistic example........................1 You are free to edit and use this template and its contents within your organization; however, we do ask that you don't distribute this template on the web without explicit permission from us...............................................................................................................................1 Copyrights: ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.................................................................................1
DOCUMENT CONTROL.............................................................................................2
Preparation..................................................................................................................................2 Release........................................................................................................................................2 Distribution List..........................................................................................................................2
TABLE OF CONTENTS...............................................................................................3 1. INTRODUCTION.......................................................................................................5

[The introduction shall provide an overview of the entire Change Model. It may include the purpose, scope, definitions, acronyms, abbreviations, references, and overview of the document.].........................................................................................................................5 1.1 Purpose...................................................................................................................................5 [Provide a brief description of the purpose of this ITIL Change Model.]....................................5 1.2 Scope......................................................................................................................................5 [Describe on which locations the Change Models will be applied and the extent of the document itself.]................................................................................................................5 1.3 Definitions, Acronyms, and Abbreviations............................................................................5 [This section provides the definitions of terms, acronyms, and abbreviations required to understand this document.]................................................................................................5 1.4 References..............................................................................................................................7
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Change Model
[This section provides a complete list of all documents referenced elsewhere in this document. Identify each document by title and other applicable data like version, date, etc. This information may be provided by reference to an appendix or to another document.].........7 1.5 Overview................................................................................................................................7 [This subsection contains a summary of the content of the document and explains how the document is organized. You can begin with a background explaining why the Change Process and Change Models exist.]....................................................................................7
2. CHANGE MANAGEMENT PROCESS...................................................................9

2.1 Workflow...............................................................................................................................9 2.2 Roles and Responsibilities....................................................................................................11 2.3 Activities..............................................................................................................................11
3. CHANGE MODELS.................................................................................................14
3.1 Change Model for Normal and Urgent Change Requests.....................................................14 3.2 Change Model for Standard Change Request.......................................................................16
4. ANNEX.......................................................................................................................17
4.1 List of Figures......................................................................................................................17 4.2 List of Tables.......................................................................................................................17
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Change Model
1. Introduction
[The introduction shall provide an overview of the entire Change Model. It may include the purpose, scope, definitions, acronyms, abbreviations, references, and overview of the document.]
1.1 Purpose
[Provide a brief description of the purpose of this ITIL Change Model.] This document provides a description of the Change Models to be used in the organization labeled The Client as part of the Change Management process. The intent of the Change Models document is to ensure that specific agreed steps will be followed for every type of change. The information here will be the basis to automate this process.
1.2 Scope
[Describe on which locations the Change Models will be applied and the extent of the document itself.] This document applies to the following locations: The main facility, located in [] The branch office, located in [] And the subsidiary facilities located in []
This document encompasses: Workflow for all activities required to manage change requests. Roles and responsibilities for all persons involved in managing change requests. Main inputs and outputs between activities.
This document is a complement to the document ("The Client". IT Service. Change Management Process Design.)
1.3 Definitions, Acronyms, and Abbreviations

[This section provides the definitions of terms, acronyms, and abbreviations required to understand this document.]
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www.FastITILtemplates.com Term Change Change Advisory Board (CAB) Change Evaluation
Change Model
Definition The addition, modification or removal of anything that could have an effect on IT services. A group of people that support the assessment, prioritization, authorization and scheduling of changes. The process responsible for formal assessment of a new or changed IT service to ensure that risks have been managed and to help determine whether to authorize the change. The process responsible for controlling the lifecycle of all changes.
Change Management Change Model Change Record Change Schedule Charter
A repeatable way of dealing with a particular category of change. A record containing the details of a change. A repeatable way of dealing with a particular category of change. A document that contains details of a new service, a significant change or other significant project. Any component or other service asset that needs to be managed in order to deliver an IT service. Something that must happen if an IT service, process, plan, project or other activity is to succeed. A change that must be introduced as soon as possible
Configuration Item (CI) Critical Success Factor (CSF) Emergency Change Emergency Change Advisory Board (ECAB) Impact Normal Change
A subgroup of the change advisory board that makes decisions about emergency changes.
A measure of the effect of an incident, problem or change on business processes. A change that is not an emergency change or a standard change. Normal changes follow the defined steps of the change management process. A category used to identify the relative importance of an incident, problem or change. A structured set of activities designed to accomplish a specific objective. The process responsible for planning, scheduling and controlling the build, test and deployment of releases, and for delivering new functionality required by the business while protecting the integrity of existing services. A formal proposal for a change to be made.
Priority Process Release and Deployment Management Request For Change (RFC) Risk Role Standard Change
A possible event that could cause harm or loss, or affect the ability to achieve objectives. A set of responsibilities, activities and authorities assigned to a person or team. A pre-authorized change that is low risk, relatively common and follows a procedure or work instruction. A formal request to carry out a defined activity.
Work Order
Table 1. Definitions, Acronyms, and Abbreviations
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Change Model
1.4 References
[This section provides a complete list of all documents referenced elsewhere in this document. Identify each document by title and other applicable data like version, date, etc. This information may be provided by reference to an appendix or to another document.] Doe, John;. (2012). "The Client". IT Service. Change Management Process Design.
1.5 Overview
[This subsection contains a summary of the content of the document and explains how the document is organized. You can begin with a background explaining why the Change Process and Change Models exist.] One of the most recurrent problems IT organizations face is how to handle efficiently the steadfast need for doing all kind of changes. From strategic changes like implementing a new service, to operational changes like repairing a printer, all those changes must be done in a way that is at the same time quick and secure. Poorly managed changes can have a negative impact on the business through service disruption and delay in identifying business requirements. ITIL (Information Technology Infrastructure Library) was created to help solving this and many other problems. It is aimed at diminishing the likelihood of such adverse scenarios and increasing the value to business in the provision of IT services. ITIL is the most recognized set of Best Practices for the IT Service Management and is used by organizations world-wide to establish and improve capabilities in Service Management. Change Management is the process in ITIL aimed to deal with managing changes. The main purpose is to standardize methods and procedures for the efficient and prompt handling of all changes, minimizing the overall risk for the business. Organizations will find it helpful to predefine change process models and apply them to appropriate changes when they occur. A change model is a way of predefining the steps that should be taken to handle a particular type of change in an agreed way. Content in this document is organized as follows: First, in section 2, a description is given of the wider, standardized Change Management process to be used in the organization, in which all the Request Models are to be inserted. That includes the workflow, roles and responsibilities and summary of activities.
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Change Model
Then, in section 3, basic Change Models for particular types of change are provided. They can be inserted into the wider Change Management process workflow defined in section 2.
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Change Model
2. Change Management Process

[Document here the details of the ITIL Change Management process that can be standardized across all types of change request. The idea is to insert the models for specific request as plug-ins into the broader workflow.]
2.1 Workflow
[Put here the workflow for the Change Management process.] The broader Change Management process shall be organized as shown in the Figure 1. Change Management Process Workflow.
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Change Model
Figure 1. Change Management Process Workflow.
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Change Model
2.2 Roles and Responsibilities

[List in this section the roles identified to be relevant for the successful operation of the ITIL Change Management process and the ITIL Change Models.] The roles that shall be implemented for the correct implementation of the Change Management process and the Change Models, and the responsibilities they shall perform are listed in the Table 2. Roles and Responsibilities. Role Change Administrator Change Analyst Change Assessor Responsibilities Provides support to the Change Manager Manages records and reports Makes recommendations Understands technical issues and impact Assess change Helps in the authorization process
Change Authority Authorizes or rejects a change Change Implementer Implements an authorized change Accountable to senior management for the proper design, execution, and improvement of the process Has the executive authority for the overall process Identifies and manages Critical Success Factors (CSF) Leads process improvement Oversees the overall Change Management process Coordinates day-to-day execution of the process Schedules change implementation Accepts and classify change requests Chairs the CAB and ECAB meetings Responsible for an individual change Submits change requests Provides information as needed
Table 2. Roles and Responsibilities.
Change Management Process Owner
Change Manager
Change Owner Requestor
2.3 Activities
[List the activities identified as part of the process. Information here is useful to automate the process.] The activities that shall be executed as part of the overall Change Management process (section 2) and the Change Models (section 3) are listed in the
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Change Model
St ep
Name
Responsi ble
Status Request ed Request ed Request ed Request ed
1.1 Create RFC 1.2 Submit RFC 2.1 Review RFC Classify 2.2 Change Reject 2.3 Request
Requestor Requestor Change Manager Change Manager Change Manager
Rejected
Implement 3.1 change Monitor 3.2 Change Review 3.3 Change
Change Implement Accepte er d Accepte d Accepte d Closed
Change Owner Change Owner Change 3.4 Close Change Owner External Process Manager Change Owner Change Manager Change Manager Change Manager Change Authority
Evaluation 4.1 Process Review 4.2 Assessment Schedule 4.3 CAB Schedule 4.4 ECAB Evaluate Change for 4.5 Authorization Authorize 4.6 Change
Request ed Request ed Request ed Request ed Request ed Accepte d
Description Collect all the information about the Change Submit RFC to Change Management Review and complete information if needed Not valid, standard, normal or urgent Impractical, already considered or incomplete Implemented by some process (e.g. Release & Deployment Management) Monitor implementation progress Check that change has met its objectives Close the record and notify requestor Impact, urgency, risk, benefits and costs of doing and not doing the change Evaluate assessment results Schedule Change Advisory Board Meeting Schedule Emergency Change Advisory Board Meeting Include project charter, schedules and other information Get required authorization
Inputs
Outputs
RFC RFC RFC Change RFC Change Change
Change
Response
Work Orders
Change
Change Change Service Request Response
Change Change
Assessme nt
Change
Change
Change Change Change
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Change Model
St ep
Name Plan Implementati 4.7 on Authorize and Schedule 5.1 Change
Responsi ble Change Manager Change Manager
Status Accepte d Accepte d
Description
Inputs
Outputs
Negotiate schedules No need for separate authorization procedure
Change
Schedule
Change
Table 3. Activities.
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Change Model
3. Change Models
[There are usually three types of change request: standard, normal and urgent. For each type you can define one or more change models, each one for each kind of change request you can identify. The following templates are designed to be inserted into the overall process workflow shown in the previous section. . Remember to keep your change models simple and easy to understand.]
3.1 Change Model for Normal and Urgent Change Requests

[Normal change request follows all the usual activities in Change Management. They include a separate procedure for handling authorization. Change request is usually thoroughly assessed and a Change Advisory Board (CAB) meeting is typically convened to discuss the change before being submitted for authorization. Urgent change request is similar to the normal change request, but activities must be executed faster due to urgency concerns. A smaller Emergency Change Advisory Board (ECAB) with faster availability is convened and procedures like change assessment usually include less tasks. Nevertheless, the sequences of activities are very similar and in most cases can be included in a single Change Model.] The Figure 2. Change Model for Normal and Urgent Change Request. shows a Change Model that shall be used for Normal and Urgent Request in the organization. Insert the Model into the overall workflow in section 2.
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Change Model
Figure 2. Change Model for Normal and Urgent Change Request.
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Change Model
3.2 Change Model for Standard Change Request

[In ITIL a standard change is a change which is pre-authorized by Change Management. The separate procedure for authorizing the change can be substituted for a single activity in which the pre-authorized status of the change is formally announced for the subsequent activities. Standard changes are usually low-risk, low-budgeted. Take into account that some standard changes do not need RFC. In those cases, build the entire model independently without inserting it into the overall workflow. They usually are logged and tracked as Service Request.] The Figure 3. Change Model for Standard Change Request. shows a Change Model that shall be used for standard change requests in the organization. Insert the Model into the overall workflow in section 2.
Figure 3. Change Model for Standard Change Request.
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Change Model
4. Annex
[Insert here anything you may like to attach to support the document.]
4.1 List of Figures

FIGURE 1. CHANGE MANAGEMENT PROCESS WORKFLOW......................10 FIGURE 2. CHANGE MODEL FOR NORMAL AND URGENT CHANGE REQUEST............................................................................................................15 FIGURE 3. CHANGE MODEL FOR STANDARD CHANGE REQUEST...........16
4.2 List of Tables

TABLE 1. DEFINITIONS, ACRONYMS, AND ABBREVIATIONS......................6 TABLE 2. ROLES AND RESPONSIBILITIES.........................................................11 TABLE 3. ACTIVITIES...............................................................................................13
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TABLE OF CONTENTS...............................................................................................3 1. INTRODUCTION.......................................................................................................5

2. CHANGE MANAGEMENT PROCESS...................................................................9

1.3 Definitions, Acronyms, and Abbreviations

www.FastITILtemplates.com Term Change Change Advisory Board (CAB) Change Evaluation

Change Management Change Model Change Record Change Schedule Charter

Table 1. Definitions, Acronyms, and Abbreviations

2. Change Management Process

Figure 1. Change Management Process Workflow.

2.2 Roles and Responsibilities

Change Management Process Owner

Change Owner Requestor

Status Request ed Request ed Request ed Request ed

Requestor Requestor Change Manager Change Manager Change Manager

Implement 3.1 change Monitor 3.2 Change Review 3.3 Change

Change Implement Accepte er d Accepte d Accepte d Closed

Request ed Request ed Request ed Request ed Request ed Accepte d

RFC RFC RFC Change RFC Change Change

Change Change Service Request Response

Change Change Change

Name Plan Implementati 4.7 on Authorize and Schedule 5.1 Change

Responsi ble Change Manager Change Manager

Status Accepte d Accepte d

Negotiate schedules No need for separate authorization procedure

3.1 Change Model for Normal and Urgent Change Requests

Figure 2. Change Model for Normal and Urgent Change Request.

3.2 Change Model for Standard Change Request

Figure 3. Change Model for Standard Change Request.

4.1 List of Figures

4.2 List of Tables

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