Introduction:


Simply put, the goal of change management is to mitigate risk and minimize disruption to IT services and business operations during the implementation of a change.

The ITIL change management process is clear, standardized, and should be followed carefully in order to avoid unnecessary disruptions and adverse effects on productivity.

Some of the key benefits that result from effective change management include:

  • Improved IT-business strategy alignment
  • Improved visibility into IT processes
  • Prioritized responsiveness to change
  • Better risk management
  •  Reduced service disruptions
  • Increased staff productivity
  • Compliance with regulations

From creating the RFC, evaluating the change, approving, implementing, and conducting a post-implementation review, this Process Street checklist will guide you through the entire change management process, ensuring that the procedure is completed as efficiently as possible while remaining compliant with the ITIL framework.

A little info about Process Street

Process Street is superpowered checklists. By using our software to document your processes, you are instantly creating an actionable workflow in which tasks can be assigned to team members, automated, and monitored in real-time to ensure they are being executed as intended, each and every time.

The point is to minimize human error, increase accountability, and provide employees with all of the tools and information necessary to complete their tasks as effectively as possible.

Once they've approved the document, it's then time to do what you do best: Supply great services to paying customers!

Request for change (RFC):

Create the RFC record

The first step to implementing a change is creating a Request for Change (RFC) record. This is a formal document that contains important details regarding the change including:

  • Description of the change 
  • Reason for the change
  • Resource requirements
  • Expected timeframe
  • Back-out plan
  • Contact information

Upload and/or link to the RFC below. 

Process Street has created an RFC form template that is intended to be paired with this checklist and ensures you begin the change management process in accordance with the ITIL framework.

Enter contact details of the change owner

Enter the contact details of the change owner so they can be assigned approval tasks and easily contacted whenever necessary. 

Approval: RFC completed

Will be submitted for approval:
  • Create the RFC record
    Will be submitted

Enter contact details of the change manager

For review and approval purposes, enter the contact details of the change manager.

Change evaluation:

Evaluate the benefits to IT services

Evaluate what the benefits to IT services would be if the change is implemented. 

Ask yourself questions like:

  • Would it make a certain process more efficient?
  • Would it cut costs in the short or long-term?
  • Would it help avoid certain incidents from occurring in the future?
  • Would it relieve personnel of mundane work?

Evaluate the risks to IT services

Evaluate what risks implementing the change poses to IT services.

Ask yourself questions like:

  • Would it require delays in addressing other important issues?
  • Would it require significant time and effort from important personnel?

Evaluate extent of disruption to business operations

Next, evaluate the extent to which implementing the change would disrupt business operations, beyond just IT services. 

  • Which department(s) would implementing this change affect in terms of productivity?
  • How significant would this disruption be?
  • How long do you anticipate the disruption lasting?

Determine if a change evaluation report is necessary

Certain types of major changes, like the introduction of a new service, require a formal change evaluation report before being authorized. 

If this is the case, select "Yes" from the dropdown below and upload the report in the following task so it can be reviewed and approved by the necessary personnel. 

Upload the change evaluation report

Create the change evaluation report and upload it below, You can also link to the document if it is available online. 

The report will contain information you have filled out in prior tasks:

Link to RFC record: {{form.Link_to_RFC_record}}

Benefits to IT services: {{form.Benefits_to_IT_services}}

Risks to IT services: {{form.Risks_to_IT_services}}

The extent of disruption to business operations: {{form.Disruption_to_business_operations}}

Determine remediation plans in case of failure

Plans are done, actions are taken, and changes are initiated, but what happens if the change is not completed successfully? No change should be approved without having explicitly addressed the question of what to do if it is not successful. And this should be done using an ITIL remediation plan. - Master of Project Academy

An ITIL remediation plan is important when evaluating any change proposal, especially if it a major change that would require significant disruption to business operations.

It is a risk management procedure put in place to ensure that services can be restored to their previous working conditions if implementation was to fail for any particular reason. 

Upload and/or link to your remediation plan below.

Approval: Deployment authorization

Will be submitted for approval:
  • Evaluate the benefits to IT services
    Will be submitted
  • Evaluate the risks to IT services
    Will be submitted
  • Evaluate extent of disruption to business operations
    Will be submitted
  • Upload the change evaluation report
    Will be submitted
  • Determine if a change evaluation report is necessary
    Will be submitted
  • Determine remediation plans in case of failure
    Will be submitted

Change implementation:

Build the change in coordination with relevant teams

Now that the change has been properly evaluated, reviewed, and approved, its time to build the change in coordination with the relevant teams/personnel. 

If there are important things that came up during the building process that you would like to record, note them down in the form field below. 

Perform testing

After the change has been built, its time to carry out testing to see if it works properly. 

Note down results from the test in the form field below so they can be reviewed by the change manager. 

Notify the change manager of test results

Notify the change manager of the test results by using the email template below so they can be reviewed and the change can be authorized for final deployment.

Note: In order for the variables inside the email template to be populated, be sure to check that you have provided a link to the RFC record (task 3) and a link to the change evaluation report (task 11). If these are not applicable, edit the template accordingly.

Approval: Ready for final deployment

Will be submitted for approval:
  • Build the change in coordination with relevant teams
    Will be submitted
  • Perform testing
    Will be submitted
  • Notify the change manager of test results
    Will be submitted

Deploy the change

Great! The change proposal has been evaluated, tested, and approved for implementation.

Deploy the change and record exactly when it was deployed for future reference. 

Post-implementation review:

Conduct a post-implementation review (PIR)

A Post-Implementation Review (PIR) is an essential part of the change management process that must not be overlooked. 

Important questions to answer include:

  • Did the change have the desired effect and meet the stated objectives? 
  • Are users and customers satisfied with the results? 
  • Are there any shortcomings or undesirable side effects? 
  • Was there a proper allocation of resources to implement the change? 
  • Was the change implemented on time and within budget? 
  • Did the backout plan function correctly? 
  • Was the change request properly categorized? If not, adjust as required.

Process Street has created a PIR template that is intended to be paired with this checklist and walks you through the review process to ensure nothing is missed. 

Close associated problems and known errors

If there were any problems or known errors that were associated with this change that have now been resolved following deployment, be sure to close them and link to the record(s) below.

Sources:

Sign up for a FREE account and
search thousands of checklists in our library.

Sign up for a FREE account and search thousands of checklists in our library.