The following overview describes the fundamentals of ITIL Change Management. Also read how Infra supports Change Management.

To ensure the efficient supply of IT services, it is essential that changes are managed and controlled systematically, thus minimizing any undue disruption to IT services delivered to the customer.

Request for changes (RFCs) can arise in order to correct a fault in the IT infrastructure that has been identified through the Problem Management process. There are a number of other reasons why customers or other external parties would submit RFCs to the IT organization.

Change Management provides a way of managing and controlling the way changes are initiated, assessed, planned for, scheduled and implemented.

The scope of Change Management may include, but is not limited to:

• components of the IT infrastructure (e.g. hardware, software and documentation)
• IT services (SLAs)
• IT service organizations (e.g. organizational structure and procedures).

The role of Change Management

The main aim of the Change Management process is to ensure that standardized methods and procedures are used for efficient and prompt handling of all changes, in order to minimize the impact of change related problems upon the service quality of the organization.

The set-up plan and ongoing Change Management strategy for an organization supports its entire ITSM infrastructure, and will either limit or support the success of the other ITIL processes.

Infra Change Management workflow

Change Management within Infra is a fully ITIL compliant management system and supports a range of complex workflow options. These options include:

• Recursive - as the result of a rejection within a workflow, a portion of that workflow can be reopened and reassigned.
• Concurrent and multi branching - a series of tasks can occur simultaneously as the workflow progresses.
• Automatic closure of unused paths - where an approval has multiple paths, unused paths can be closed by the system.
• Dependencies - tasks and approvals can be dependent on other tasks and approvals being completed beforehand, rather than having a simple linear workflow.

Related topics

• Incident Management
• Problem Management
• Configuration Management
• Service Level Management

For more information on our products and services Contact EMC Infra

EMC Infra provides ITIL Service Management and Help Desk solutions including Incident Management, Problem Management, Configuration Management, Change Management, Release Management, Service Level Management and Availability Management software.