change160management(编辑修改稿)

change160management(编辑修改稿)内容摘要：

ilestones.  To work with the Release Management SMF, which is embedded within the change management process and manages the release and deployment of changes into the production environment. For more information about the Release Management SMF, see  To conduct a postimplementation process that reviews whether the change has achieved the goals that were established for it and determines whether to keep the change or back it out. Key Definitions CAB emergency mittee (CAB/EC). The subset of the CAB that deals only with emergency changes. It is established to be able to meet on short notice to authorize or reject changes with emergency priority. Change. Any new IT ponent deliberately introduced to the IT environment that may affect an IT service level or otherwise affect the functioning of the environment or one of its ponents. Change advisory board (CAB). The CAB is a crossfunctional group set up to evaluate change requests for business need, priority, cost/benefit, and potential impacts to other systems or processes. Typically the CAB will make remendations for implementation, further analysis, deferment, or cancellation. Change category. The measurement of a change’s deployment impact on IT and the business. The change plexity and resources required, including people, money, and time, are measured to determine the category. The risk of the deployment, including potential service downtime, is also a factor. Change initiator. A person who initiates a request for change。 this person can be a business representative or a member of the IT anization. 6 C hange Management Change manager. The role that has the overall management responsibility for the change management process in the IT anization. Change owner. The role that is responsible for planning and implementing a change in the IT environment. The change owner role is assigned to an individual for a particular change by the change manager and assumes responsibilities upon receiving an approved RFC. The change owner is required to follow the approved change schedule. Change priority. A change classification that determines the speed with which a requested change is to be approved and deployed. The urgency of the need for the solution and the business risk of not implementing the change are the main criteria used to determine the priority. Configuration item (CI). An IT ponent that is under configuration management control. Each CI can be posed of other CIs. CIs may vary widely in plexity, size, and type, from an entire system (including all hardware, software, and documentation) to a single software module or a minor hardware ponent. Release. A collection of one or more changes that includes new and/or changed configuration items that are tested and then introduced into the production environment. Request for change (RFC). This is the formal change request, including a description of the change, ponents affected, business need, cost estimates, risk assessment, resource requirements, and approval status. 4 Processes and Activities In the context of change management, change is defined as anything—hardware, software, system ponents, services, documents, or processes—that is deliberately introduced into the IT environment and may affect an IT service level agreement (SLA) or otherwise affect the functioning of the environment or one of its ponents. Changes can be either permanent or temporary. Changes can pletely replace a current version of a ponent, either with a new ponent or a changed version of the ponent, or they can involve the installation of a pletely different ponent or the removal of an outdated one. Whether permanent or temporary, new or revised, all changes falling under this definition must be managed by the change management process. Change management should manage all changes within the IT environment. This is important because changes may:  Affect multiple users.  Potentially disrupt mission or businesscritical services.  Involve hardware (such as servers or working equipment) or software modifications.  Affect data stored in IT systems. (This is dependent on the type of data—for example, updating a price list on an emerce Web site should be controlled by the change management process, whereas updating customer information in a pany’s database would not be controlled in this way.)  Involve operational and process modifications that affect multiple users. Process Flow Summary Change can be graphically represented as a process flow diagram that presents the key tasks needed to be performed in order to successfully deploy a change. 8 C hange Management The following figure is a process flow for change management. Figure 1. Change management process flow This highlevel diagram can be further anized to provide detailed endtoend process descriptions that, if followed, provide the prehensive blueprint for the change management process. Diagrams illustrating these detailed change management processes are included throughout this guide. Note The release management process is embedded into the change management process。 further information on the specifics of release management can be obtained from the MOF Release Management Service Management Function guide, which is available at Service Management Function 9 Change Request Typically, any person within a business environment can request a change and, by doing so, bee a change initiator. Because the pool of potential change initiators is large and consists of people with varying degrees of familiarity with the procedures involved, a process is required that produces change requests of consistent quality and pleteness and discards irrelevant requests. Although a change request can be requested by anyone in the business, it is typically initiated and submitted by one of the MOF。