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Change Model

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Page 2
Table of Contents
1.1 Purpose 4
1.2 Scope 4
1.3 Definitions, Acronyms, and Abbreviations 4
1.4 References 6
1.5 Overview 6


2.1 Workflow 7
2.2 Roles and Responsibilities 9
2.3 Activities 9

3.1 Change Model for Normal and Urgent Change Requests 12
3.2 Change Model for Standard Change Request 14

4. ANNEX15
4.1 List of Figures 15
4.2 List of Tables 15

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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
 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.]

Term Definition

Change The addition, modification or removal of anything that could have an effect on IT services.

Change Advisory A group of people that support the assessment, prioritization, authorization and
Board (CAB) scheduling of changes.

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Term Definition

Change Evaluation 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.

Change The process responsible for controlling the lifecycle of all changes.

Change Model A repeatable way of dealing with a particular category of change.

Change Record A record containing the details of a change.

Change Schedule A repeatable way of dealing with a particular category of change.

Charter A document that contains details of a new service, a significant change or other
significant project.

Configuration Item Any component or other service asset that needs to be managed in order to deliver an IT
(CI) service.

Critical Success Something that must happen if an IT service, process, plan, project or other activity is to
Factor (CSF) succeed.

Emergency A change that must be introduced as soon as possible


Emergency A subgroup of the change advisory board that makes decisions about emergency
Change Advisory changes.
Board (ECAB)

Impact A measure of the effect of an incident, problem or change on business processes.

Normal Change A change that is not an emergency change or a standard change. Normal changes follow
the defined steps of the change management process.

Priority A category used to identify the relative importance of an incident, problem or change.

Process A structured set of activities designed to accomplish a specific objective.

Release and The process responsible for planning, scheduling and controlling the build, test and
Deployment deployment of releases, and for delivering new functionality required by the business
Management while protecting the integrity of existing services.

Request For A formal proposal for a change to be made.

Change (RFC)

Risk A possible event that could cause harm or loss, or affect the ability to achieve objectives.

Role A set of responsibilities, activities and authorities assigned to a person or team.

Standard Change A pre-authorized change that is low risk, relatively common and follows a procedure or
work instruction.

Work Order A formal request to carry out a defined activity.

Table 1. Definitions, Acronyms, and Abbreviations

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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


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

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

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.
 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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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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Figure 1. Change Management Process Workflow.

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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 Responsibilities
Provides support to the Change Manager
Change Administrator
Manages records and reports
Makes recommendations
Change Analyst
Understands technical issues and impact
Assess change
Change Assessor
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
Change Management
Has the executive authority for the overall process
Process Owner
Identifies and manages Critical Success Factors (CSF)
Leads process improvement
Oversees the overall Change Management process
Coordinates day-to-day execution of the process
Change Manager Schedules change implementation
Accepts and classify change requests
Chairs the CAB and ECAB meetings
Change Owner Responsible for an individual change
Submits change requests
Provides information as needed
Table 2. Roles and Responsibilities.

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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Step Name Responsible Status Description Inputs Outputs
Collect all the information
1.1 Create RFC Requestor Requested about the Change RFC
Submit RFC to Change
1.2 Submit RFC Requestor Requested Management RFC RFC
Change Review and complete
2.1 Review RFC Manager Requested information if needed RFC Change
Change Not valid, standard, normal
2.2 Classify Change Manager Requested or urgent Change Change
Change Impractical, already
2.3 Reject Request Manager Rejected considered or incomplete Change Response
Implemented by some
Implement Change process (e.g. Release & Work
3.1 change Implementer Accepted Deployment Management) Orders Change
Change Monitor implementation
3.2 Monitor Change Owner Accepted progress Change
Change Check that change has met
3.3 Review Change Owner Accepted its objectives Change
Change Close the record and notify Service
3.4 Close Change Owner Closed requestor Request Response
External Impact, urgency, risk,
Evaluation Process benefits and costs of doing
4.1 Process Manager Requested and not doing the change Change Assessment
Review Change
4.2 Assessment Owner Requested Evaluate assessment results Change
Change Schedule Change Advisory
4.3 Schedule CAB Manager Requested Board Meeting Change
Schedule Emergency
Change Change Advisory Board
4.4 Schedule ECAB Manager Requested Meeting Change
Evaluate Change Include project charter,
for Change schedules and other
4.5 Authorization Manager Requested information Change
Authorize Change
4.6 Change Authority Accepted Get required authorization Change Change
Plan Change
4.7 Implementation Manager Accepted Negotiate schedules Change Schedule
Authorize and
Schedule Change No need for separate
5.1 Change Manager Accepted authorization procedure Change
Table 3. Activities.

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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

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

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

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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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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........................................................8
Figure 2. Change Model for Normal and Urgent Change Request...............................13
Figure 3. Change Model for Standard Change Request..............................................14

4.2 List of Tables

Table 1. Definitions, Acronyms, and Abbreviations.......................................................5
Table 2. Roles and Responsibilities...............................................................................9
Table 3. Activities......................................................................................................... 11

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