Change Management Process
parties.
Quick Reference Card
Target Audience: Account and Service Delivery Executives and Change
Managers
Owner: Change Management Global Process Subject Matter Expert
Version: R 01.06
Version Date: Jul-2013
DEFINITION OF CHANGE MANAGEMENT
Change Management - the objective is to control and manage Changes to
services and associated IT infrastructure components (represented as
Configuration Items (CIs)), to promote business benefit while minimizing
the risk of disruption to services and therefore impact on the business.
Change Management manages coordinates and controls the
implementation of Requests for Change (RFCs).
Change - Any modification to the managed environment, including the
addition, removal, or replacement of any component (Configuration Item)
supporting the infrastructure or a service in that environment. These
modifications must be under Change Management
BUSINESS RULES
The following "Business Rules" are high level operational standards which
must be adhered to in order to effectively perform and execute the Change
Management process. Business Rules help ensure successful and complete
outcomes with each execution:
1. A Change Management Process must be well defined, documented,
correctly implemented, and consistently followed
2. Training - all HP staff and suppliers involved in Change Management
must be trained and familiar with the Change Management process before
they use the process
3. Roles and Responsibilities - must be clearly defined, documented, and
maintained using a Change Management Contact Matrix. Need to also
ensure that those directly involved in the process are empowered to
perform the role they are assigned within the process.
4. Categorization – each Change type (Normal, Emergency or Standard),
must follow the appropriate Process flow and associated lead times.
5. Change Approval - all Changes must be documented, categorized,
tracked, and approved via Change Advisory Board (CAB).
6. Unauthorized Changes are strictly prohibited - Unauthorized Changes
are those Changes which are implemented without a formal Request for
Change being raised, or a Change which is not fully approved, or a Change
which is implemented outside the approved parameters of the original
Change Scope (for example. a Change implemented outside the agreed
implementation window or a modification to the CI's impacted).
7. Emergency Changes are utilized for Incident Resolution. Urgent Changes
are utilized to address Business Critical requirements and must follow the
normal change process in an expedited way
8. Scheduling – Changes must be scheduled during an approved Change
window. The duration must be sufficient to manage the execution,
verification, validation and back out. The window should not conflict with
any agreed availability for the CI’s or Services impacted by the Change
9. Change Execution – every Change Request must be documented (where
possible tracked via workflow tool). A change record must adhere to the
agreed Change process without deviation or Non-conformance.
10. Verification - Implemented Changes must be verified to have been
completed as documented and designed; verification criteria or testing
Important Confidentiality Notice
© Copyright 2013 Hewlett-Packard Development Company, L.P. Valid Agreement Required.
The information (data) contained on all sheets of this document constitutes confidential information of Hewlett-Packard Company or its affiliates (collectively hereinafter “HP”).
should be used, and where required verification should involve multiple
TOOLSET AND RELATED WORK INSTRUCTIONS
HP Service Manager – ChgM Work Instructions for
11. Validation – each Change must be validated to confirm that the Change Emergency, Normal, Standard (Routine), Template, Addendum can be
was successful and/or yielded the intended results. All failed Changes found at: PVE - Change Management
must be followed up with a Post Implementation Review (PIR). CHANGE TYPES AND CATEGORIES
12. Process Performance - every Change must be measured as part of Standard - A well defined, fully documented Change with low risk and/or
overall Change performance, so that Customer and HP internal metrics can significant value in providing stability to the business. These Changes
be reported. follow a predefined set of work instructions. These types of Changes are
ROLES AND RESPONSIBILITIES pre-approved by the Customer and the Change Advisory Board (CAB).
Change Manager - The HP Change Manager(s) owns the day to day Normal – Any temporary or permanent Change to a service or the
operation of the Change Management process for a Customer. infrastructure with a certain level of risk within a managed environment.
They are ultimately responsible for the Request for Change (RFC), its Careful planning and adherence to the Change Management process can
successful implementation and ensuring appropriate authorization is reduce any potential risk and impact associated with an individual Change.
gained before a Change is deployed.
Urgent (Normal) - Changes which are considered as urgent by the
Change Requester - An individual within the Business or Organization
business. They follow the Normal Change process flow, but by the nature
entitled to raise a Change Request. This could be someone from HP or a
of their potential impact to the business they by-pass normal Customer
Customer representative. An Organization should identify and document
lead times and therefore may need to be implemented prior to the next
an Authorized Change Requester List. The Change Requester is responsible
scheduled CAB review. The planning, review and approval of these Changes
for translating a Business need into an actionable Change Request
occurs in a streamlined controlled fashion. The risks associated with
ensuring the request contains as much information as possible, and
Urgent Changes are higher, since the available time to assess, plan and
ensuring the Change Request clearly defines the goals and business
implement these Changes is reduced, so it is important to ensure that
objectives.
Urgent Changes are raised as exceptions and not the norm. Poor planning
Change Supervisor - The Change Supervisor is responsible for leading,
and preparation are not valid reasons for raising Normal Change Requests
coordinating and supporting the planning, build and test, and
as Urgent.
implementation phases associated to a Change.
Change Approver - The Change Approver is responsible for evaluating and Emergency - A Change required to be applied to a managed environment
approving Change and Release and Deployment Plans on behalf of the as a result (or to prevent) of sudden loss or reduction of service. Due to
domain which they represent. The domain could be the Customer, Tower, their nature Emergency Changes are always derived from business critical
and a vertical business unit, an Account or a Service. Incidents. Emergency Changes are the only Change type that is reactive,
Change Tester - The Change Tester is responsible for performing and not proactive. Poor planning and preparation are not valid reasons for
recording the outcome of tasks defined in the Test Plan. Their technical submitting Emergency Changes.
ability will enable the Change Tester to carry out the test and where
applicable provide solutions to issues and errors which may arise.
Change Implementer - Individual(s) identified as subject matter experts
PROCESS FLOW, PROCEDURES AND ACTIVITIES
who are responsible for deploying a Change as defined in the Build/Test
and Implementation Plan.
Change Advisory Board (CAB) - The Change Advisory Board is a function
which consists of individuals (some of whom have been identified earlier)
responsible for reviewing and formally approving or rejecting Change and
Release and Deployment Plans.
Technical Advisory Board (TAB) - The Technical Advisory Board is a
function which consists of individuals (some of whom have been identified
earlier) who discuss advice and approve Changes from a technical
prospective. Typically this review will take place before the CAB meeting
and its finding submitted as additional information to support a Change
Request.
PROCESS AND SUPPORTING ASSETS
HP Global Change Management Process can be found at:
PVE - Change Management
Where the following documents can be referred to:
 ChgM Flow Diagram Overview
 ChgM Relationship Diagram See ChgM Flow Diagram Overview
 ChgM Process Overview Guide
 ChgM Metrics Guide ChgM-01 INITIATE RFC
 ChgM Roles Guide Change Requester
 ChgM 01-01 Identify Change Type
 ChgM 01-02 Complete RFC Record
HP Confidential
 ChgM-06 APPROVE CHANGE IMPLEMENTATION /RELEASE
ChgM-02 ASSESS AND AUTHOURIZE RFC DEPLOYMENT PLANS
Change Manager Change Manager
 ChgM 02-01 Assess Change  ChgM 06-01 Notify Implementation Approvers and Schedule CAB
Change Requestor:  ChgM 06-02 Review and Approve Implementation Schedule
 ChgM 02-02 Complete Additional RFC Detail  ChgM 06-03 Revise Implementation Schedule
Change Supervisor Change Supervisor
 ChgM 02-03 Perform Technical Assessment  ChgM 06-04 Schedule Implementation Resources
Change Manager
Change Manager
 ChgM 02-04 Identify Release Candidates  ChgM 06-05 Finalize and Communicate FSC
 ChgM 02-05 Authorize RFC
 ChgM 02-06 Reject Change and Close RFC ChgM-07 IMPLEMENT CHANGE
Change Supervisor
ChgM-03 Plan CHANGE  ChgM 07-01 Coordinate Change Implementation
Change Manager Change Implementer
 ChgM 03-01 Review Change Category  CHMG 07-0 2 Perform Implementation Activities
Change Supervisor
Change Manager
 ChgM 03-02 Perform Risk / Impact Assessment  ChgM 07-03 Review Implementation Status
 ChgM 03-03 Document Change Plan Change Tester
Change Manager  ChgM 07-04 Execute Post-Implementation Tests
 ChgM 03-04 Identify Change Approvers Change Implementer
Change Supervisor  ChgM 07-05 Execute Back-out
 ChgM 03-05 Propose Schedule and Finalize Change Plan Change Supervisor
 ChgM 07-06 Trigger Configuration Management Update
ChgM-04 APPROVE CHANGE/RELEASE PLANS AND SCHEDULE
Change Manager ChgM-08 MONITOR, REVIEW AND CLOSE CHANGE
 ChgM 04-01 Review Change / Release Plans Change Manager
 ChgM 04-02 Notify Approvers and Schedule CAB  ChgM 08-01 Review Change Record
 ChgM 04-03 Review and Approve Plans Change Supervisor
Change Supervisor  ChgM 08-02 Monitor Change
 ChgM 04-04 Schedule Resources Change Manager
Change Manager  ChgM-08-03 Review Post Implementation Status
 ChgM 04-05 Update and Communicate FSC  ChgM-08-04 Notify Post Implementation Reviewers & Schedule CAB
 ChgM 04-6 7 Review Change Plan Options  ChgM-08-05 Review Implementation Results
 ChgM 04-08 Reject and Cancel Change  ChgM-08-06 Apply CAB Actions
 ChgM-08-07 Update and Close Change Record
ChgM-05 BUILD AND TEST CHANGE
Change Supervisor CLOSURE CODES
 ChgM 05-01 Coordinate Build Service Manager
 ChgM 05-02 Submit Change Procurement
Change Implementer Successful
 ChgM 05-03 Perform Build Activities Successful with issues
Change Supervisor
Implemented – with Customer Impact
 ChgM 05-04 Coordinate Change Testing
Change Tester Backed Out – Customer Impact
 ChgM 05-05 Execute Test Activities Backed Out – No Customer Impact
Change Supervisor
 ChgM 05-06 Log, Review and Resolve Defects Rejected (Financial/Security/Technical)
 ChgM 05-07 Update Supporting Change Documentation Cancelled
Change Manager
 ChgM 05-08 Approve Build and Test Activities Withdrawn
 ChgM 05-09 Review Build/Test Options Rescheduled by HP – SLA met
 ChgM 05-10 Cancel Change Record
Rescheduled by HP – SLA breached
Rescheduled by Customer

Important Confidentiality Notice HP Confidential

© Copyright 2013 Hewlett-Packard Development Company, L.P. Valid Agreement Required.
The information (data) contained on all sheets of this document constitutes confidential information of Hewlett-Packard Company or its affiliates (collectively hereinafter “HP”).