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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.
Copyrights: ITIL® is a Registered Trade Mark of the Office of Government Commerce in the
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Document Control
Preparation
Action Name Date
Release
Version Date Change Pages Remarks
Released Notice Affected
Distribution List
Name Organization Title
Page 2
Table of Contents
1. INTRODUCTION 4
1.1 Purpose 4
1.2 Scope 4
1.3 Definitions, Acronyms, and Abbreviations 4
1.4 References 6
1.5 Overview 6
3. CHANGE MODELS 12
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
Page 3
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.]
1.2 Scope
[Describe on which locations the Change Models will be applied and the extent
of the document itself.]
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.
Page 4
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.
Management
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 subgroup of the change advisory board that makes decisions about emergency
Change Advisory changes.
Board (ECAB)
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.
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.
Risk A possible event that could cause harm or loss, or affect the ability to achieve objectives.
Standard Change A pre-authorized change that is low risk, relatively common and follows a procedure or
work instruction.
Page 5
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.]
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.]
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.
Page 6
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.]
Page 7
Figure 1. Change Management Process Workflow.
Page 8
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
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
Page 9
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.
Page 10
Page 11
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.]
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.
Page 12
Figure 2. Change Model for Normal and Urgent Change Request.
Page 13
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.
Page 14
4. Annex
[Insert here anything you may like to attach to support the document.]
Page 15