The term Change is has many meanings, however the best definition of a service change is:

“Any alteration in the state of a Configuration Item (CI). This includes the addition, modification or removal of approved, supported or baselined hardware, network, software, application, environment, system, desktop build or associated documentation.”

It is important that every organization defines those changes which lie outside the scope of their service change process (such as operational or business process and policy changes).

The figure demonstrates the typical scope of the Change Management process for an IT Service Provider and how it interfaces with the business and suppliers at strategic, tactical and operational levels. As discussed in Service Strategy, Service Portfolios provides the clear definition of all planned, current and retired services.

“Remember: Not every change is an improvement, but every improvement is a change!”

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