Change Management

Overview

Change request management with EXM provides a systematic approach to managing the life cycle of all changes, allowing for beneficial changes to be made with a minimum of disruption to IT (Information Technology) services.

Changing Types

Change Management supports the three types of service changes described by ITIL - standard, emergency, and normal. The change type determines what process needs to be followed.

Changes to the Standard

A standard change is a pre-authorized change that is common, has minimal risk, and follows a detailed procedure or work instruction. Standard changes are frequently implemented, have repeatable implementation steps, and have a proven record of accomplishment of success.

Change of Emergency

Implementing a change as soon as possible is necessary to manage a major incident or implement a security patch. This change has such a high priority that it bypasses both group and peer review and approval and goes straight to the Authorization state for approval by the eCAB approval group.

Due to the speed at which they must be authorized, these changes do not follow the complete life cycle of a normal change. The eCAB Approval group approves them directly to the Authorize state.

Changes in Normal Behavior

Not all changes qualify as standard or emergency service changes. The usual procedure for executing a change request includes a defined process that involves implementation, review, and closure, with mandatory approvals at two distinct levels.

Navigate to Change Management > All Change Requests in the left navigator.