Change Management in 7 Easy Steps

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.

A Request For Change…To Change

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 ( 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.