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out earlier, each stakeholder should have had an opportunity to read about the change in advance of the review Stakeholders can discuss any aspect of the change during the review The stakeholders may agree to approve the change, or they may request that it be deferred or that some aspect of the proposed change be altered Approval When a change has been formally approved in the review step, the person or group responsible for change management recordkeeping will record the approval, including the names of the individuals who consented to the change If, however, a change has been deferred or denied, the person or group that proposed the change will need to make alterations to the proposed change so that it will be acceptable, or they can withdraw the change altogether Implementation The actual change is implemented per the procedure described in the change proposal Here, the person(s) identified as the change implementors perform the actual change to the IT system(s) identified in the approved change procedure Verification After the implementors have completed the change, they will perform the verification procedure to make sure that the change was implemented correctly and that it produces the desired result Generally, the verification procedure will include one or more steps that include the gathering of evidence that shows the change is correct This evidence will be filed with other records related to the change, and may be useful in the future if there is any problem with the system where this change is suspected as a part of the root cause Post-change review Some or all changes in an IT organization will be reviewed after the change is implemented In this activity, the person(s) who made the change discuss the change with other stakeholders in order to learn more about the change and whether any updates to future changes may be needed These activities should be part of a Change Control Board, a group of stakeholders from IT and every group that is affected by changes in IT applications and supporting infrastructure NOTE The change management process is similar to the software development life cycle, in that it consists of activities that systematically enact changes to an IT environment Change Management Records Most or all of the activities related to a change should include updates to business records so that all of the facts related to each change are captured for future reference In even the smallest IT organization, there are too many changes taking place over time to expect that anyone will be able to recall facts about each change later on Records that are related to each change serve as a permanent record
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Emergency Changes While most changes can be planned in advance using the change management process described here, there are times when IT systems need to be changed right away Most change management processes include a process for emergency changes that includes most of the steps in the nonemergency change management process, but are performed out of order The steps for emergency changes are: Emergency approval When an emergency situation arises, the staff members attending to the emergency should still seek management approval for the proposed change This approval may be done by phone, in person, or in writing (typically e-mail) If the approval was by phone or in person, e-mail or other follow-up is usually performed Certain members of management should be designated in advance who can approve these emergency changes Implementation The staff members perform the change Verification Staff members verify that the change produced the expected result This may involve other staff members from other departments or end users Review The emergency change is formally reviewed This review may be performed alongside nonemergency changes with the same group of individuals who discuss nonemergency changes Like nonemergency changes, emergency changes will have the full set of records that are available for future reference Linkage to Problem and Incident Management Often, changes are made as a result of an incident or problem Emergency and nonemergency changes should reference specific incidents or problems so that those incidents and problems may be properly closed once verification of their resolution has been completed
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