Change Management Cheat Sheet

by Corliss Thornton (corlisspt) via cheatography.com/23307/cs/6716/

Change Management Examples of a Standard Change

• Controls the lifecycle of all changes Any change that does not alter the specif​ication of a Config​uration Item
• Respon​sible for formal assessment of a new or changed IT service (CI)
• Ensure that risks have been managed
Testing of an applic​ation, service or develo​pment project that will be
• Helps determine whether to authorize the change.
introduced as a part of normal change
• Enables beneficial changes to be made with minimum disruption to IT
**Some standard changes are not documented in the change
services.
management process; but instead are documented in incident
management process using a ticket submitted to the Service Desk.
Change Request Requir​ements
**However, a normal or emergency change may be triggered by a ticket in
• Impact statem​ent​/as​ses​sment the incident management process
• Implem​ent​ation Plan **Ther​efore, it is not a standard change just because it started as a ticket
• Tasks or milestones needed to implement change within the incident management process… you must evaluate each
change or trigger indivi​dually
• Back out plan

• Antici​pated downtime start and end times Note: This is not an all-in​clusive list

•Draft customer notifi​cation of antici​pated downtime

Standard Change Requir​ements
• Commun​ica​tions plan w/draft commun​ica​tions*
• Notifi​cation of the implem​ented change to the Change Manager by the
• Test Plan, Test Case, and Test Summary Report*
start of the weekly CAB meeting.
• Other plans as needed (e.g. capacity, transi​tion, and release and • A change request and/or incident report if determined that it should have
deployment plans)* been implem​ented as a Normal Change including commun​ica​tions and

(*) These items aren’t required for every change. However, if you are other docume​ntation as relevant.

unsure if it is required for your change request please check with the • Entry into the event schedule by the Change Manager.

Change Manager.
Charac​ter​istics of a Standard Recurring Change

Charac​ter​istics of a Standard Change Reoccurs on a standard timeframe (weekly, bi-weekly, monthly, etc...)

Low in risk, impact and visibility Has same charac​ter​istics as a Standard Change but requires approval by

Relatively common the CAB

The tasks are well known, documented and proven Report completed occurr​ences to CM/CAB

There is a defined Roll-Back plan Low in risk, impact and visibility

Testing may be required Relatively common

RFC Submitted into SDP The tasks are well known, documented and proven

Pre-au​tho​rized change - CAB approval not required There is a defined Roll-Back plan

Report weekly to CM/CAB Testing may be required

RFC Submitted into SDP

By Corliss Thornton (corlisspt) Published 22nd January, 2016. Sponsored by CrosswordCheats.com

cheatography.com/corlisspt/ Last updated 7th December, 2017. Learn to solve cryptic crosswords!
Page 1 of 3. http://crosswordcheats.com
 Change Management Cheat Sheet
by Corliss Thornton (corlisspt) via cheatography.com/23307/cs/6716/

Examples of a Standard Recurring Change Charac​ter​istics of an Emergency Change

Any change that does not alter the specif​ication of a Config​uration Item Requires immediate attention
(CI) Usually in response to break/fix issue. They should never occur because
Testing of an applic​ation, service or develo​pment project that will be of poor planning.
introduced as a part of normal change
Restoring service, preventing an outage or repairing an error that is
severely impacting business
**It is possible for a recurring normal change that has been implem​ented
Testing reduced or forgone
succes​sfully a couple of times to become a standard recurring change for
ECAB notified verbally or via email
future deploy​ments.
RFC submitted w/in 1 business day of implem​ent​ation or fix
Note: This is not an all-in​clusive list
ECAB approves

Standard Recurring Change Requir​ements The percentage of Emergency changes occurring in the enviro​nment
should be very low.
• Notifi​cation of the implem​ented change to the Change Manager by the
start of the weekly CAB meeting.
• A change request and/or incident report if determined that it should have Examples of an Emergency Change

been implem​ented as a Normal Change including commun​ica​tions and A location is without a service
other docume​ntation as relevant.
There is a severe degrad​ation of service needing immediate action
• Entry into the event schedule by the Change Manager.
A system​/ap​pli​cat​ion​/co​mponent failure causing a negative impact on
business operations
Types of Changes
An enterprise applic​ation is unavai​lable
Standard
A response to a natural disaster
Standard Recurring
A response to an emergency business need
Emergency
A security breach requiring a patch to an enterprise server, enterprise
Normal
applic​ation or a large number of workst​ations
If a change is implem​ented outside one of these processes, it is an
Hardware malfun​ction has required a SQL database to be restored to
unauth​orized change.
another server

Corrupt data from an interface requires the database to be restored from

Note
backup
Most changes should go through the normal or standard change process. Reboot of a domain controller in a network outage situation
Emergency changes should not occur very often. Nola.gov website is down
If a change is implem​ented outside one of these three processes
Note: This is not an all-in​clusive list
(standard, normal, emerge​ncy), it is an unauth​orized change.

By Corliss Thornton (corlisspt) Published 22nd January, 2016. Sponsored by CrosswordCheats.com

cheatography.com/corlisspt/ Last updated 7th December, 2017. Learn to solve cryptic crosswords!
Page 2 of 3. http://crosswordcheats.com
 Change Management Cheat Sheet
by Corliss Thornton (corlisspt) via cheatography.com/23307/cs/6716/

Emergency Change Requir​ements Examples of a Normal Change (cont)

• Submission of a Change Request within one business day after the Hardware failure to be fixed by a vendor
issue has been resolved
Note: This is not an all-in​clusive list
• Post implem​ent​ation review of the Emergency Change at the next CAB
meeting
Normal Change Requir​ements
• May require submission of an incident report to the Change Manager
and/or Security Admini​strator See section: Change Request Requir​ements
• May require engagement of an incident response plan if the change • Also requires approval by the CAB
request is the result of a hacker
• Commun​ica​tions may be needed Charac​ter​istics of an Unauth​orized Change

Implem​ented without approval of Change Manager or CAB

Charac​ter​istics of a Normal Change
Requires submission of incident report & RFC; maybe incident response
Testing may be required
plan
Not an emergency or standard change
Reported to Change Mgr & Security Admin
RFC required w/ supporting docume​ntation
CAB determ​ines… Valid? Reversed? Privileges revoked? Discip​linary
CAB approves action?

Examples of a Normal Change Need more inform​ation?

Change that results in business interr​uption during regular business hours If you need additional inform​ation or need in-depth inform​ation, read the
Changes in any system that affects disaster recovery or business "ITI Change Management Proces​s" document or go through the Change
continuity Management Process training material.

Introd​uction or discon​tin​uance of a service

Move new develo​pment projects into production

Create​/update an image for a large number of computers

Apply/​install an enterprise applic​ation upgrade, service pack, patch, hotfix,

etc…

Apply/​Install a server operating system patch, hotfix, service pack, etc…

Add, relocate or decomm​ission a server

Implem​enting a new domain policy

Upgrading domain controller

Install or relocate a printer that is high impact for a mission critical function

Changes to active directory

By Corliss Thornton (corlisspt) Published 22nd January, 2016. Sponsored by CrosswordCheats.com

cheatography.com/corlisspt/ Last updated 7th December, 2017. Learn to solve cryptic crosswords!
Page 3 of 3. http://crosswordcheats.com