ITIL Change Management Process: Models That You Need to Be Acquainted With

ITIL Change Management Process: Models That You Need to Be Acquainted With

August 26, 2022 Off By Evelyn

There are many models and workflows involved in the ITIL Change Management process. It is part of the ITIL Service Transition phase of the ITIL Lifecycle. These workflows and models for change management ensure that changes are made in a controlled way. Online ITIL courses cover all aspects of the change management process. This article will focus on normal changes. Changes that are not emergencies or low priority as described in ITIL foundation training.

Pre-defined change management process
Controlled changes should be made. Pre-defined change management processes models can be helpful in managing IT Service Providers’ changes. IT change management process models provide an outline of the expected outputs for predetermined inputs. An example of this is an emergency change that would require a change management workflow, while a request for changes (RFC) would require a different workflow. These are defined and organized under change management process models.
Support tools for change management
To manage the processes, support tools can be used. An issue tracking system or software, for example, can be used to track the RFC’s lifecycle. These software applications and systems can track and record the last status of an RFC, such a rejection or approval.
Steps in the change management process model
The model of change management includes steps to manage the change, including handling unexpected results and dealing with issues.
Here is a list of steps to be taken
The chronological order of the steps
Roles and responsibilities
Timescales and thresholds
Escalation procedure

The IT service provider will have a list of steps to follow in order to be ready for any situation. They will also know how to initiate and follow up on a change request. In change management process models, you can find the steps to handle any unexpected issues such as failures during implementation.

It is important to determine the chronological order of the steps with any dependencies and co-processing. Documenting the scope and reasons for the change first in the RFC template document can be a prerequisite to initiating an RFC. Or, a change can only be implemented if the service owner has given final approval. The change management model clearly defines roles and responsibilities.
The change process models also include timescales and thresholds for completing the actions. An RFC approval cannot be delayed for more than one day at a station. An emergency request for change must be processed within three days. These timeframes and thresholds can be found in the scope of the model for change management.
Finally, the escalation processes are also part of the change management process model. If an emergency situation arises, the matter must be escalated to the top management. These types of escalations are part of the change management process model. The escalation process must not only identify to whom the matter should be escalated but also how to do it – by phone, email, status meeting, etc.
Workflow for Normal Change in Change Management
This diagram shows the workflow of change management for a normal change.

1. Creation of the request to change
The creation of the RFC is the first step. This is then recorded in the configuration management software (CMS) after the RFC has been created. The RFC is then reviewed. The scope.