Change Management ITIL Module

A change is used to document all the modifications that are planned in the IT:

• Patch installations
• System configuration changes
• OS updates
• Software installations

This way you can track all the modifications made within your IT. A lot of incidents are due to changes made to the IT environment. By documenting them, you can identify easily what changes had been made when an incident occurs and restore the service more quickly.

Moreover, this change management module allows you to analyze automatically the impact of the changes on the infrastructure and the application solutions. IT engineers can then better control the unavailability of the critical services in the enterprise, and improve customer satisfaction.

The changes are managed by the people having the following profiles:

• Change implementors plan and implement the changes
• Change supervisors follow up with the changes
• Change managers approve the changes

When installing iTop, you have the choice between two differents modules for documenting changes. The module described here has been designed to implement ITIL V3 change management with three types of changes:

• Routine changes
• Normal changes
• Emergency changes

The differences between those three types of changes rely in their respective workflows.

An ITIL emergency change is the highest priority change that can be defined in an organization. Emergency changes are defined as changes that need to be evaluated, assessed and either rejected or approved in a short timeframe. Simply defining a change as an emergency does not automatically entail the change should be implemented. The Emergency Change Advisory Board (ECAB) will assess the change and provide advice to the delegated person responsible for approving or rejecting emergency changes.

Click on the “New change” menu:

Then select “Emergency Change” in the form below:

And click “Apply” to display the Emergency Change creation form:

Emergency Change objects have the following life cycle:

Depending on the status of the object, the contraints on the properties vary as shown on the table below:

An ITIL normal change refers to changes that must follow the complete change management process. By definition a normal change will proceed through all steps of the change management process and will eventually be reviewed by the Change Advisory Board (CAB). The CAB will provide advice regarding the change to the person who is deemed responsible to approve or reject normal changes.

Click on the “New change” menu:

Then select “Normal Change” in the form below:

And click “Apply” to display the Normal Change creation form:

Normal Change objects have the following life cycle:

Depending on the status of the object, the contraints on the properties vary as shown on the table below:

An ITIL routine (standard) change quite simply refers to pre-approved changes. Pre-approved changes can be defined for a variety of tasks, but they will typically be low risk, low effort changes that have a low or known cost.

Click on the “New change” menu:

Then select “Routine Change” in the form below:

And click “Apply” to display the Routine Change creation form:

Routine Change objects have the following life cycle:

Depending on the status of the object, the contraints on the properties vary as shown on the table below:

The list of teams to which you can assign a change is defined by the delivery model of the corresponding organization. When creating a change, the agent has to select the customer organization, then the list of teams is strictly limited to the teams defined for this customer. If a team is missing, the delivery model of the customer must be updated to reflect this need. See More about Delivery model for more information

A change ticket only have a private log to document all the activities and communications related to it. This one is not visible on the end user portal.

This section is similar to the one of the Helpdesk module. Please refer to it