CM00 Change Management High Level

CM00 – Change Management High Level

CM00-01 Emergency / Immediate Change? Service Improvement Plan CM00-02 Change Successful? Requester IT Manager Change Implementer Change Manager CAB CM02 Assess And Schedule

Change Request CM02 Assess And Schedule

Change Request IT Manager CM01 Create Change Request CM01 Create Change Request Requester CM09 Assess and Execute

Emergency / Immediate Change

Request CM09 Assess and Execute

Emergency / Immediate Change Request Change Implementer Yes CM07 Review Change Request CM07 Review Change Request Change Manager CM04 Communicate Scheduled Change Request CM04 Communicate Scheduled Change Request Change Manager CM08 Perform Change Management Process Review CM08 Perform Change Management Process Review CAB CM03 Approve Change Request CM03 Approve Change Request CAB CM05 Implement Change Request CM05 Implement Change Request Change Implementer CM06 Invoke Contingency Plan CM06 Invoke Contingency Plan Change Implementer No Yes

CM007-11 Close Change Record

CM03-09 Document The Reason For Rejection And Notify Requester

CM07-11 Close Change Record

CM007-11 Close Change Record SR Service Request Mgmt CM02-05 Is Change Request Accepted? CM01-05 Identify Requester CM01-05 Identify Requester CM01-04 Populate Change Schedule With Known Change Requests CM01-04 Populate Change Schedule With Known Change Requests CM01-01 Verify The Action Requires Initiating A

Change Request CM01-01 Verify The Action Requires Initiating A

Change Request

CM01-06 Describe the Change

Request CM01-06 Describe the Change

Request CM01-07 Determine Required Timeline and Anticipated Scheduling Dates CM01-07 Determine Required Timeline and Anticipated Scheduling Dates CM01-08 Determine Impact / Urgency and Identify Configuration Items Affected By Change

Request CM01-08 Determine Impact / Urgency and Identify Configuration Items Affected By Change Request CM01-09 Determine Priority of the Change Request CM01-09 Determine Priority of the Change Request CM01-10 Determine Affected Stakeholders CM01-10 Determine Affected Stakeholders CM01-11 Determine Any Interdependent Changes Required CM01-11 Determine Any Interdependent Changes Required CM01-12 Determine Required Resources (People, HW, SW) CM01-12 Determine Required Resources (People, HW, SW) CM01-13 Document Implementation Tasks and Procedures CM01-13 Document Implementation Tasks and Procedures CM01-14 Determine Change

Request Risk and Downtime CM01-14 Determine Change

Request Risk and Downtime CM01-15 Construct Tested Contingency Plan CM01-15 Construct Tested Contingency Plan CM01-16 Develop and Document Communication Plan CM01-16 Develop and Document Communication Plan CM01-17 Insert into Change

Schedule for Assessment

CM01-17 Insert into Change

Schedule for Assessment CM00-03 Planning Ahead For Change Requests? CM00-02 Is Change Request A Service Request?

CM01 – Create Change Request (CR)

CM07-10 New Change Request

Needed?

CM02 Assess And Schedule

Request Yes NO Requester Requester Requester Requester Requester Yes Requester Requester Requester Requester Requester Requester Requester Requester Requester Requester

CM02 – Create Change Request (CR)

CM01 Create CR CM04-04 Is Adjustment To Change Schedule Needed? CM02-03 Review Priority, Impact, Technical Risk and Resources

CM02-03 Review Priority, Impact, Technical Risk and Resources

CM02-06 Is the CR an Emergence or Immediate Change? CM02-05 Is CR Accepted? CM01-04 Populate Change Schedule With Known CR CM05-06 Update CR, Create Incident (if needed),

Notify Stakeholders

CM09 Assess and Execute

Emergency / Immediate CR CM03 Approve Change Request IT Manager CM02-02 Validate Release Stage Design Review/Approvals CM02-02 Validate Release Stage Design Review/Approvals IT Manager CM02-04 Validate and Establish Change Schedule CM02-04 Validate and Establish Change Schedule IT Manager CM02-01 Review and Validate

CR Content CM02-01 Review and Validate

CR Content IT Manager

CM01-06 Describe the Change

Request CM02-07 Adjust Position in the Change Schedule as Needed CM02-07 Adjust Position in the Change Schedule as Needed IT Manager CM02-08 Accept Change Request CM02-08 Accept Change Request IT Manager Request Date Requester Change Description Reason for the Change

System, Hardware, Network Impact Required Timeline

Interdependent Changes Contingency Plan

Affected Technology Owners, Areas Implementation Tasks

Cost or CBA as appropriate Change Reqests:

No

Yes

Yes

CM02-08 Accept Change

Request

CM03 – Approve Change Request (CR)

CM04 Communicate Scheduled Change

CM09-03 eCAB Approve the

CR?

CM01-01 Verify the Action

Requires a CR CM03-02

Review and Evaluate Business, Technical

and SLA Impact CM03-02 Review and Evaluate

Business, Technical and SLA Impact

CAB CM03-06 Determine If Requested Change is Acceptable CM03-06 Determine If Requested Change is Acceptable CAB CM03-03 Review and Evaluate

Requested Timeline and Contingency

Plans CM03-03 Review and Evaluate

Requested Timeline and Contingency Plans CAB CM03-04 Assess Impact On Other Changes CM03-04 Assess Impact On Other Changes CAB CM03-05 Validate It Manager Approvals are Complete CM03-05 Validate It Manager Approvals are Complete CAB CM03-09 Document the Reason for Rejection

and Notify Requester CM03-09 Document the Reason for Rejection

and Notify Requester Change Manager CM03-08 Update Change Request to Indicate Approval CM03-08 Update Change Request to Indicate Approval Change Manager CM03-01 Is CR a Pre-Approved Change? CM3-07 CAB Approves the CR? Yes No No Yes

CM04 – Communicate Scheduled Change Request (CR)

CM03-01 Is CR a Pre-Approved Change? CM04-05 Publish Change Schedule CM04-05 Publish Change Schedule Change Manager CM04-03 Is Additional Communication Required? CM04-01 Execute Communications Plan CM04-01 Execute Communications Plan IT Manager CM04-02 Respond to Feedback and Update Schedule if Needed CM04-02 Respond to Feedback and Update Schedule if Needed IT Manager CM04-04 Is Adjustment to Change Schedule Needed? CM05 Implement Change CM02-07 Adjust Position in the

Change Schedule as Needed Yes No Yes No

CM05 – Implement Change Request (CR)

CM04-05

Publish Change Schedule

CM02 Assess and Schedule

CR CM07 Review Change CM06 Invoke Contingency Plan CM05-01

Review and Verify CR Details CM05-01 Review and Verify

CR Details Change Implementer

CM05-02 Verify Current State

or Impacted Assets CM05-02 Verify Current State

or Impacted Assets Change Implementer

CM05-03 Assemble, Verify and

Position the Change CM05-03 Assemble, Verify and

Position the Change Change Implementer CM05-04 Conditions Satisfactory to Proceed? CM05-05 Conditions Recoverable within the Change Window? CM05-06 Update CR, Create Incident (if needed),

Notify Stakeholders CM05-06 Update CR, Create Incident (if needed),

Notify Stakeholders Change Implementer

CM05-07 Create Incident (if

needed) CM05-07 Create Incident (if

needed) Change Implementer CM05-08 Execute CR Tasks CM05-08 Execute CR Tasks Change Implementer CM05-09 Update CR Task Implementation Progress CM05-09 Update CR Task Implementation Progress Change Implementer CM05-10 Perform Production Verification CM05-10 Perform Production Verification Change Implementer CM05-11 Was Acceptable Criteria Met? CM05-12 Update CR with Implementation Results and Lessons

Learned CM05-12 Update CR with Implementation Results and Lessons

Learned Change Implementer CM05-13 Notify Stakeholders of Completed Implementation CM05-13 Notify Stakeholders of Completed Implementation Change Implementer No Yes Yes No No Yes

CM06 – Invoke Contingency Plan

CM05-11 Was Acceptable Criteria Met? CM06-05 Was Contingency Execution Successful? CM06-01 Notify Stakeholders of Intent to Implement Contingency Plan CM06-01 Notify Stakeholders of Intent to Implement Contingency Plan Change Implementer CM06-02 Execute Contingency Plan Tasks CM06-02 Execute Contingency Plan Tasks Change Implementer CM06-03 Validate Successful Execution Contingency Plan CM06-03 Validate Successful Execution Contingency Plan Change Implementer CM06-04 Perform Production Verification CM06-04 Perform Production Verification Change Implementer CM06-06 Create Incident CM06-06 Create Incident Change Implementer CM06-07 Update Change Record to Record Contingency Failures CM06-07 Update Change Record to Record Contingency Failures Change Implementer CM06-10 Notify Stakeholders of Contingency Results CM06-10 Notify Stakeholders of Contingency Results Change Implementer CM06-09 Create a Problem Record CM06-09 Create a Problem Record Change Implementer CM06-08 Cause of the Change Failure Known? CM07 Review Change No Yes Yes No

CM07 – Review Change Request (CR)

CM07-07 Document Lessons Learned for Distribution and Archive CM07-07 Document Lessons Learned for Distribution and Archive Change Manager CM07-11 Close Change Record CM07-11 Close Change Record Change Manager CM07-08 Communicate Implementation Problems and Solicit

Next Steps CM07-08 Communicate Implementation Problems and Solicit

Next Steps Change Manager

CM07-01 Assess and Confirm the Status of the CR

CM07-01 Assess and Confirm the Status of the CR Change Manager

CM07-05 Review and Validate

Change Documentation

CM07-05 Review and Validate

Change Documentation Change Manager CM07-06 Close Change Record CM07-06 Close Change Record Change Manager CM07-04 Was Implementation Successful? CM07-10 New Change Request Needed? CM07-03 Authorize Asset / CMDB Update CM07-03 Authorize Asset / CMDB Update Change Manager CM07-02 IT Assets / Cis to Update? CM07-09 Document Rework Required for Successful Change CM07-09 Document Rework Required for Successful Change Requester CM05-13 Notify Stakeholders of Completed Implementation CM09-10 Was Acceptable Criteria Met? CM06-10 Notify Stakeholders of Contingency Results CM01 Create Change Request CM01-17 Insert into Change

Schedule for Assessment END Yes Yes No No No Yes Review Criteria:

Change objectives met? Requester satisfied? Impacted users satisfied? Service impact negative? Contingency Plan succeessful?

CM08 – Perform Change Management Process Review

CM008-01

Determine Required Metrics for Change

Management Process CM008-01 Determine Required

Metrics for Change Management Process CAB CM08-02 Validate Required Data is Available CM08-02 Validate Required Data is Available Change Manager CM08-03 Compile Reports to Meet Change Management Metrics CM08-03 Compile Reports to Meet Change Management Metrics Change Manager CM08-12 Implement Changes to Process CM08-12 Implement Changes to Process Change Manager Service Improvement Plan Service Improvement Plan CM08-05 Solicit Level of Satisfaction with Current Change Management Process CM08-05 Solicit Level of Satisfaction with Current Change Management Process CAB CM08-09 Schedule Process Improvement Meetings CM08-09 Schedule Process Improvement Meetings CAB CM08-06 Analyze Lessons Learned Archive for

Potential Process Improvement

CM08-06 Analyze Lessons Learned Archive for

Potential Process Improvement

CAB

CM08-10 Determine Process Changes for Process

Improvement CM08-10 Determine Process Changes for Process

Improvement CAB CM08-07 Evaluate Auditing Remediations CM08-07 Evaluate Auditing Remediations CAB CM08-11 Authorize Process Changes CM08-11 Authorize Process Changes CAB CM08-08 Compile & Distribute Potential Process Improvements CM08-08 Compile & Distribute Potential Process Improvements CAB CM08-04 Evaluate Change Management Metrics CM08-04 Evaluate Change Management Metrics CAB

CM09 – Assess and Execute Emergency / Immediate Change Request

CM02-06 Is the CR an Emergency or Immediate Change? CM07 Review Change CM06 Invoke Contingency Plan CM09-01 Present Emergency / Immediate Change to eCAB CM09-01 Present Emergency / Immediate Change to eCAB IT Manager CM09-06 Assemble, Verify,

and Position the Emergency / Immediate Change

CM09-06 Assemble, Verify,

and Position the Emergency / Immediate Change Change Implementer

CM09-07 Verify the Current

State of the Impacted Asset(s)

CM09-07 Verify the Current

State of the Impacted Asset(s) Change Implementer CM09-08 Execute the Emergency / Immediate Change CM09-08 Execute the Emergency / Immediate Change Change Implementer CM9-09 Verify the Success of

the Emergency / Immediate Change

Implementation CM9-09 Verify the Success of

the Emergency / Immediate Change Implementation Change Implementer Cm09-11 Update Change Request with Implementation Results and Lessons

Learned Cm09-11 Update Change

Request with Implementation Results and Lessons

Learned Change Implementer CM09-12 Notify Stakeholders of Completed Implementation CM09-12 Notify Stakeholders of Completed Implementation Change Implementer CM09-04 Does Change Request Impact Require Notifications? CM09-10 Was Acceptable Criteria Met? CM09-03 eCAB Approve the Change Request? CM03-09 Document the Reason for Rejection and Notify Requester

CM09-05 Notify Stakeholders of Emergency / Immediate Change CM09-05 Notify Stakeholders of Emergency / Immediate Change IT Manager CM09-02 Review Emergency / Immediate Change CM09-02 Review Emergency / Immediate Change eCAB No Yes Yes No No Yes