Just about every business has to make IT changes at some point that are going to impact customers. There’s a good way to do it and a bad way to do it. The bad way is to do it whenever you want and put out the fires if/when they happen. If I had a dollar every time something screwy happened in my career because of that, I’d have about forty bucks. So, I’m not a millionaire, but it’s still Not Good.
Here’s my tips for good change management that will get you well on your way.
I’ve spent the holiday period going over the Change Management process in the 2011 ITIL® Service Transition book. I know! It’s fun isn’t it?! Anyway, I remarked on Twitter that the definitions for the types of change requests (18.104.22.168) is rather confusing. Here’s the excerpt in question (from page 65 of the digital edition):
There are three different types of service change:
- Standard change A pre-authorised change that is low risk, relatively common, and follows a procedure or work instruction.
- Emergency change A change that must be implemented as soon as possible, for example to resolve a major incident, or implement a security patch.
- Normal change Any service change that is not a standard change or an emergency change.
It’s also worth noting that a standard change would not require a change request form to be filled out, as the term “pre-authorised” alludes to.