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I3 - IT Operational Change Management

This document outlines the IT operational change management process. It defines key roles and accountability including the Chief Operating Officer and Director of IT. The process involves raising change requests through the service desk, optional technical review, approval based on requirements and impact assessment, implementation, and update of the change request. Key controls include documenting reasons for changes and backout plans, review by designated groups, electronic approval, separation of duties between approvers and implementers, and testing of patching changes before deployment.

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41 views

I3 - IT Operational Change Management

This document outlines the IT operational change management process. It defines key roles and accountability including the Chief Operating Officer and Director of IT. The process involves raising change requests through the service desk, optional technical review, approval based on requirements and impact assessment, implementation, and update of the change request. Key controls include documenting reasons for changes and backout plans, review by designated groups, electronic approval, separation of duties between approvers and implementers, and testing of patching changes before deployment.

Uploaded by

nadeemuzair
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
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I3 IT Operational change management Approval Status: Approved

Version: r4p0
1. Process Objective (Support Process)

KPIs Process Measures

2. Executive Accountable
Chief Operating Officer
3. Div/BU/Function Manager Accountable 4. Process Owner
Director of IT
IT Requestor Technical Reviewer Approver ServiceDesk Implementer
Related Processes
B1. Operational Planning
I7. IT Service Request &
Problem Handling
I9. Security Incident Handling

Process Notes
I3.a Operational change
is required
Process Controls
I3.b
ServiceDesk Change Requests
External Links
I3.b IT raises change I3.c ServiceDesk informs
request (CR) on reviewers and approvers include reasons for the change
ServiceDesk including of the CR based on
reason and back out plan catagory and a backout plan
I3.d
Change Request ServiceDesk Change requests are
(CR) created
reviewed by a reviewer group
depending upon the type of
I3.d CR is (optionally)
reviewed for technical
change. The Change Request is
feasibility updated to reflect the review.
#1
I3.e CR is reviewed for Update
requirement, resource, Change Request Update
impact etc approval Change Request I3.f
ServiceDesk Change Requests
are electronically approved by a
nominated approver(s)
I3.g The CR is closed #2
I3.f/j
I3.f
Change No Change approvers do not
approved? implement changes.
#4

Yes I3.k
Patching changes are tested prior
to implementation.
No I3.h Is the #3
Change on a key No
system?

I3.j Change is
I3.i ServiceDesk informs
implemented and the CR
implementer of the
is updated to reflect the
approval
outcome

I3.k Patching changes are


tested prior to
implementation

I3.l Change is
Yes implemented on a test
environment

I3.n
Is UAT signed off I3.m UAT is carried out
as OK?

Yes

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