Change Manager – manage the implementation of recommended preventative and corrective actions Change Implementer – investigate every unsuccessful change utilizing the tools and methods defined within the process management process. Problem Management process – ensure every unsuccessful change is documented as a problem and provide the tools and methodologies required to investigate root causes. Why would such a change in authority be important? Consider a service provider supporting a customer with multiple locations around the globe and how it would apply to a service management process like change management.
The Process Owner will have responsibilities over all implementations of change management across the customer base.
The Process Manager will have responsibilities for the implementation of change management for this global customer, which may require the assignment of a Change Manager in every location or region supported.
The responsibilities of the Change Manager would be on the implementation of the change management in that location o region.
Because of this hierarchy, the shift in assigning authority may be required. 9.1 Hierarchy of Change Authority The diagram above represents the potential hierarchy of change authority in an organization as defined in ITIL.
In this sense, the diagram is focused primarily on who should accept and approve a request for change in the service environment.
Since the ITIL framework delves into service management processes than the ISO/IEC 20000 standard, it is reasonable to say that the roles and responsibilities will expand.
In this case, the responsibility of accepting and approving changes expands and new responsibilities are added.
Let’s identify some of the more pertinent changes by identifying roles and responsibility implied by the diagram above (we will use the support of our global customer to make things easier): Corporate governance – approves the implementation of changes to the processes, tools, and technologies used to manage change. Business executive board (Top Management) – approves the implementation of changes which will impact multiple services and customers. IT Steering Committee Approves the implementation of changes related to a customer Identifies and defines standard changes specific to a customer Change Advisory Board Approves the implementation of changes related to a specific region or location Identifies and defines standard changes specific to the assigned region of location Change Manager Approves and manages the implementation of low risk and recurring changes such as maintenance updates and backups. Manages the implementation of all changes approved by higher change authority Communicates all standard change models to the service request management process Local Authorization – approves and implements standard changes according to the policies and procedures define d in the service request management process. Again, as an organization grows in size and complexity, more roles may need to be defined.
The different levels of authority identified by the diagram shows a need to handle changes differently based on the scope, impact, cost, and risk of the change.
It also alludes to a method for taking standardized changes out of the change management process and into another process – service request management.
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