Commercial Bank of Ethiopia

Change Management Process

V1.1

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 Change Management Process

1. DOCUMENT CONTROL
DOCUMENT NAME Change Management Process Document

ABSTRACT This document provides a detailed view into the Change Management
process which must be followed in Commercial Bank of Ethiopia (CBE)
.
DOCUMENT REFERENCE ITIL Standard Reference documents

SECURITY Commercial-in-confidence
CLASSIFICATION

Review and Authorization

Role Name Role Signature Date
Author
1 John Paul Innocent Sr.Process
Consultant

Reviewer

Approver

Version History:
Version Date Author Changes & Reasons for Change
V 1.0 17/08/2017 John Paul Innocent Initial version of the document
V.1.1 05/10/2017 John Paul Innocent Final Version

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 Change Management Process

Table of Contents

1. DOCUMENT CONTROL 2
2. PURPOSE 4
3. OBJECTIVES 4
4. SCOPE 4
5. ACRONYMS AND DEFINITIONS 4
6. PROCESS OVERVIEW 6
7. PROCESS INTERFACE WITH CHANGE MANAGEMENT 6
8. ROCESS FLOW CHART AND DESCRIPTION 7
7.2 EMERGENCY CHANGE 10
7.3 CHANGE ASSESSMENT 14
7.4 CHANGE ASSESSMENT BY ECAB/CAB 19
7.5 CHANGE DEPLOYMENT 23
7.6 MAJOR CHANGE SCHEDULING AND BUILD AUTHORIZATION 28
7.7 CHANGE DEPLOYMENT AUTHORIZATION 33
7.8 PIR AND CHANGE CLOSURE 37
9. RACI MATRIX 41
10. KEY PERFORMANCE INDICATORS AND REPORTS 42
11. TOOLS 42
12. ROLES & RESPONSIBILITIES 42
13. Appendix 44

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 Change Management Process

2. PURPOSE

The purpose of this document is to

 Describes the Change Management process applicable for CBE IT environment
covering the infrastructure and its components to operate change management
activities for the IT services
 Identify the tools, interfacing processes, templates, KPIs, report and key roles &
responsibilities to enable the process

3. OBJECTIVES

The purpose of change management activities is to effectively manage and control the
lifecycle of a change and enable beneficial changes to be made with minimum
disruption to the IT services.

The objective of change management activities is to effectively and efficiently respond

to business requirements ensuring that these changes are recorded/documented,
assessed, prioritized, authorized, scheduled, planned, tested, deployed and finally
reviewed to check successful implementation.

4. SCOPE

Change Management process scope includes all the changes executed within CBE IT
environment.

Following types of changes are not covered in the scope of change management process
a. IT Service Documentation Changes (both technical and non-technical
documents)
b. Contractual and Supplier specific documentation and information
c. Changes directly managed and executed by Third-party Suppliers outside CBE
IT Environment

5. ACRONYMS AND DEFINITIONS

Terms Description
Any event that is not part of the standard operation of a service and
Incident that causes, or may cause, an interruption to, or a reduction in, the
quality of that service
Component of infrastructure, or an item, such as a Request For
Change associated with infrastructure, that is (or is to be) under the
Configuration control of Configuration Management. CI’s may vary widely in
Item (CI) complexity, size and type, from an entire system (including all
hardware, software and documentation) to a single module or a minor
hardware component
Configuration Management Database - A database that contains all the
CMDB relevant details of each CI and details of the important relationships
between CI’s
Known Error An Incident or Problem for which the root cause is known and for
which a temporary Workaround or a permanent alternative has been
identified. If a business case exists, an RFC will be raised, but, in any
event, it remains a known error unless it is permanently fixed by a

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 Change Management Process

Solution
FSC Forward Schedule of Changes
Measure of the business criticality of an Incident. Often equal to the
Impact extent to which an Incident leads to distortion of agreed or expected
service levels
New Service A service not defined and agreed as per the service catalogue
OLA Operational Level Agreement
The sequence in which an Incident or Problem needs to be resolved,
Priority
based on impact and urgency
Problem Unknown underlying cause of one or more Incidents
RCA Root Cause Analysis
Formal change request, including a description of the change,
Request for
components affected, business need, cost estimates, risk assessment,
Change (RFC)
resource requirements, and approval status
CAB Change Approval Board
ECAB Emergency Change Approval Board
Build Team Technical team involved in building the Change components
PSO Projected Service Outage
Resolution Action that will resolve an Incident. This may be a Workaround
“One or more IT systems which enable a business process”. In the
context of this procedure ‘new services’ are created when a ‘formal
Service
project’ is undertaken by the organisation to introduce significantly
new hardware and software into the organisation
Service
Written statement of IT services, default levels and options
Catalogue
SLA Service Level Agreement
Passing information and/or requesting action on an Incident to more
senior staff (hierarchical escalation) or other specialists (functional
Escalation escalation). The circumstances in which either vertical escalation for
information/authority to apply further resources or horizontal
escalation for greater functional involvement need to be precisely
defined and automated, so that the purpose of the escalation and the
nature of the required response is effective.
Category Classification of a group of Configuration Items.
Change request or Request for Change (RFC)

CR This is the formal change request, including a description of the

change, components affected, business need, cost estimates, risk
assessment, resource requirements, and approval status.

Work around Method of avoiding an Incident, either from a temporary fix or from a
technique that means the Customer is not reliant on a particular
aspect of a service that is known to have a problem.
Data repository holding information on Incidents, Problems and Known
Knowledge
Errors, enabling the support teams to match new Incidents against
Database
previous ones and thus to reuse established solutions and approaches.
Output/Exit The output and exit criteria for the activity
Post Implementation Review: A review is conducted for all changes
that are implemented through the Change Management process for
PIR
Impact analysis and to identify reasons for success/failure of the
Change
SLM Service level Management

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 Change Management Process

6. PROCESS OVERVIEW

Entry criteria Change Exit criteria

Management
 Request for change (RFC)  Successfully Post
raised by IT technical team implementation review report
 This could be as a result of of the change
a  Rejected request for change
o Incident or problem (RFC) at initial filtering by
ticket fix change manager or by
o Project requiring Change Approval Board
technical solution (CAB)
development  Successful roll back or back
out plan deployment ensuring
continuity of existing IT
services
References
 ITIL V3 SERVICE TRANSITION

Templates

Procedures, Guidelines
1. Change Management Guideline

7. PROCESS INTERFACE WITH CHANGE MANAGEMENT

Request Fulfilment Service Validation & Testing

Incident Management Release & Deployment Management
Problem Management Change Evaluation
Incident Management (Major) Service Asset & Configuration Management
Continual Service Improvement

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8. ROCESS FLOW CHART AND DESCRIPTION

7.1 RFC Logging and Review

Change Change
RFC Logging & Emergency Change Change Major Change PIR & Change
Assessment by Deployment
Review Change Assessment Deployment Scheduling Closure
CAB Authorization

Change Management
Change Practitioner
Entry Input Change Manager Output Exit
(2nd /3rd level Support)

RFC
Raised To
RFC Emergency
1 Change
Create Change Record from RFC and
Log receipt Change to be
Assessed by
Change 3 ECAB
Management Classify as
Guidelines Emergency
RFC Logging and Review

Emergency Change
RFC 2
Raised Emergency Yes
Change?

E.g. Due to No RFC

a Major Rejected
Incident 4
Check RFC for completeness

5 6
RFC No Notify RFC initiator regarding
Accepted? rejection stating the reasons To Change
Assessment
7 Updated Change RFC
Update Change Record with Record Accepted
status and reason for rejection

8
Yes Document RFC Acceptance in
Change record & notify initiator

Step No 1

Activity Name Create Change Record from RFC and Log Receipt
Activity Description Based on the below mentioned triggers a request for
change (RFC) is requested and a change record is
raised.
 Incident or Problem Ticket
 System changes triggered by Project
requirements
 Regular/Standard System changes
 Regular bug fixing
 New business requirements
Each RFC/change record is identified by a unique
reference number (usually called the RFC number
CR000012345) that is used identify and track the
change throughout its lifecycle
Change Justification category needs to be selected
before submitting the change request:
 New product/Application
 New Equipment
 Infrastructure release/Enhancement (no
Application Impact)
 Software Release/Enhancement
 Fix infrastructure problem or maintenance
 Fix application software problem

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 Change Management Process

 User/Service account maintenance

 Website text changes
 Request Fulfillment
Interfacing
 Incident Management
Processes/Function
 Problem Management
Templates  None

Step No 2

Activity Name Emergency Change?

The change manager evaluates the content of the
change and confirms if it is an emergency change. The
Activity Description
guidelines for assessment are provided in the ‘Change
Category and Priority Guideline’ document.
Interfacing  Incident Management (Major Incident)
Processes/Function Note: Applicable if the Incident Resolution involves a change
Templates Change Guideline document

Step No 3

Activity Name Classify as Emergency Change

If the conclusion of the assessment confirms if it’s an
emergency change then change practitioner assigns
Activity Description
emergency change category and hands over to the
sub-process ‘Change to be assessed by ECAB’
Interfacing
 None
Processes/Function
Templates  None

Step No 4

Activity Name Check RFC for completeness

If it is not an emergency change, the change
practitioner checks completeness of the RFC for
necessary details that will required for change
Activity Description
assessment. The details of these completeness checks
are covered in the ‘Change Management guideline’
document.
Interfacing
 None
Processes/Function
Templates  None

Step No 5

Activity Name RFC Accepted?

The change manager provides the initial approval to
the RFC based on completeness check.
If the change is rejected, it will move to step ‘Notify
Activity Description RFC initiator regarding rejection stating the reasons’
If the change is accepted, it will move to the step
‘Document RFC Acceptance in Change record & notify
initiator’
Interfacing
 None
Processes/Function

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 Change Management Process

Templates  None

Step No 6

Activity Name Notify RFC initiator regarding rejection

The change practitioner will inform the RFC initiator
Activity Description that the change has been rejected along with the
reasons of rejection and next steps required (if any).
Interfacing
 None
Processes/Function
Templates  None

Step No 7

Update Change Record with status and reason for

Activity Name
rejection
The change practitioner will modify status of the
Activity Description change record and RFC to ‘rejected’ along the reason
of rejection.
Interfacing
 None
Processes/Function
Templates  None

Step No 8

Document RFC Acceptance in Change record & notify

Activity Name
initiator
The change coordinator will update the status of the
Activity Description change record and RFC to ‘accepted’ and inform the
RFC initiator.
Interfacing
 None
Processes/Function
Templates  None

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 Change Management Process

7.2 EMERGENCY CHANGE

Change Change
RFC Logging & Emergency Change Change Major Change PIR & Change
Assessment by Deployment
Review Change Assessment Deployment Scheduling Closure
CAB Authorization

Change Management
Change Practitioner
Entry Input Change Manager ECAB (2nd /3rd level Coordinator Output Exit
Support)

9 11
RFC Determine Required Assess Risks associated
Change to be ECAB Members with the change
Assessment and Implementation of Emergency Change

Assessed by
ECAB To PIR &
12 Change
Change 10
Assess urgency of Closure
Management Convene ECAB
proposed change
Guidelines
Emergency
13 Change
Assess consequences if Implemented
Risk the change is not
Assessment implemented
Form 14
Identify resources for
implementation

19
Coordinate to Update
CMS as appropriate
15
Document the change 18 Updated
assessment Update the Change Change Record
Record

16
17
Authorize
Yes Coordinate to Implement Emergency
Emergency
the Emergency Change Change
Change? 20
Rejected
Notify RFC initiator
No
regarding rejection
stating the reasons

21
Update Change Record
with status and reason
for rejection

Step No 9

Activity Name Determine Required ECAB members

The change manager will identify all required ECAB
members based on the type of emergency change. A
standard list of ECAB members names along with
Activity Description
supporting guidelines that will support in determining
the names will be available CAB guidelines as part of
Change Management guidelines document
Interfacing
Templates
Processes/Function
 None

Step No 10

Activity Name Convene ECAB

The change manager will plan and send necessary
meeting invites to all needed participants of the ECAB
Activity Description
meeting. The meeting will be chaired by the Change
Manager as per the plan and agenda.
Interfacing
Templates
Processes/Function
 None

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Step No 11
Activity Name Assess Risks associated with the change
Based on the available information the ECAB subject
matter experts will assess the risks of moving the
Activity Description
change to production environment. These risks will be
recorded in the Change Risk assessment form
Interfacing
 None
Processes/Function
Templates  None

Step No 12
Activity Name Assess urgency of proposed change
Based on the available information the ECAB subject
matter experts will assess the current urgency of
Activity Description moving the change to production environment. If the
urgency is found incorrect, the ECAB will propose new
urgency for the change.
Interfacing
 None
Processes/Function
Templates  None

Step No 13
Activity Name Assess consequences if the change is not implemented
The ECAB team will assess the consequences if the
change is not implemented. A consensus is reached
Activity Description within the ECAB team when assessing the impact of
not implementing this change. Business impact is one
of the factors considered during this assessment.
Interfacing
 None
Processes/Function
Templates  None

Step No 14
Activity Name Identify resources for implementation
Once all the assessment for the emergency change is
completed, the ECAB subject matter experts will
identify and finalize the necessary resources needed
Activity Description for implementing this change. The resources would
cover personnel, infrastructure, software, applications,
third party supplier involvement, service down-time,
and additional budget as parameters.
Interfacing
 None
Processes/Function
Templates  None

Step No 15
Activity Name Document the change assessment
Activity Description The change manager will formally record the outcome
of assessment performed by the ECAB team and share
with them requesting for final approval of the
emergency change to go-live as per proposed
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 Change Management Process

timelines.
Interfacing
 None
Processes/Function
Templates  None

Step No 16
Activity Name Authorize Emergency Change?
The ECAB team will formally authorize the emergency
change to go-live.
If approved, it will go to step ‘Coordinate to
Activity Description
Implement the Emergency Change’
If rejected, it will go to step ‘Notify RFC initiator
regarding rejection stating the reasons’. (Step 20)
Interfacing
 None
Processes/Function
Templates  None

Step No 17
Activity Name Coordinate to implement the Emergency Change
After authorization from ECAB the change coordinator
will follow up with technical teams to implement the
emergency change in test and production environment
Activity Description as per the final plan/proposal from ECAB team. During
this coordination all resources identified for the change
will be mobilized, necessary communication will
shared with business and IT operational teams.
Interfacing
Processes/Function
 None

Step No 18
Activity Name Update the Change Record
On successful deployment of the emergency change
the change practitioner will update the change record
Activity Description retrospectively to ensure all necessary data and
information is available for future reference about this
change.
Interfacing
 None
Processes/Function
Templates  None

Step No 19
Coordinate to update CMDB ( Configuration Database)
Activity Name
as appropriate
The configuration items that were impacted and have
changed status quo because of the deployment of the
emergency change are checked by the Configuration
management and technical management team. The
Activity Description change coordinator ensures all latest status and data
about the configuration items and assets are updated
in the configuration management system. The change
coordinator communicates these changes within the IT
operations team as part of the regular updates.

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Interfacing
 Service Asset and Configuration Management
Processes/Function
Templates  None

Step No 20
Notify RFC initiator regarding rejection stating the
Activity Name
reasons
The change practitioner will notify the status of RFC as
Activity Description ‘rejected’ to the initiator of the RFC along with reason
and next steps (if required).
Interfacing
 None
Processes/Function
Templates  None
Step No 21
Update Change Record with status and reason for
Activity Name
rejection
The change practitioner will update the change record
Activity Description
with as rejected along with the reason of rejection
Interfacing
 None
Processes/Function
Templates  None

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 Change Management Process

7.3 CHANGE ASSESSMENT

Change Change
RFC Logging & Emergency Change Change Major Change PIR & Change
Assessment by Deployment
Review Change Assessment Deployment Scheduling Closure
CAB Authorization

Change Management
Change Practitioner
Entry Input Change Manager Output Exit
(2nd /3rd level Support)
To Change
Deployment (
From RFC RFC 23 22 Release
Logging and Categorize the Change Identify affected CIs Process)
Review Implement
Standard
RFC Change Change
24
Accepted Management 25
Standard (pre-
Guidelines Yes
approved) Update Change Record
Change? Updated Change
Record
No
Change Assessment and Categorization

Risk Assessment 26
Form Assess Impact, Risks and
Assign Initial Priority

27
Major Change?
To Change
No Assessment
30 by the CAB
CMDB Yes
ERB/CAB Change
No A
Required? Assessment
by CAB
Yes
Change 29
Management Policy 28
Update Change Record with
Identify CAB Members
CAB Info

31
To Change
Formal Change
A Scheduling and Build
Evaluation
Authorization Sub-
Required?
process
Yes Implement
34 Interim Evaluation
No Update Change Record with Minor
Report
32 Status and updated priority Change
Interim Evaluation
Evaluate Change
Report Yes
35 Updated Change
Notify RFC initiator regarding Record
rejection stating the reasons
33
Approve RFC? RFC
36
Update Change Record with Rejected
No status and reason for rejection

Step No 22

Activity Name Identify affected CIs

The change practitioner will identify all impacted
Activity Description configuration items for accepted RFC/change record
double checking with CMDB information (if available)
Interfacing
 None
Processes/Function

Templates  None

Step No 23

Activity Name Categorize the Change

Activity Description Using the change management guidelines are
reference document, the change manager categorizes
the change either into Standard, Minor and Major
Change. Approval to be listed as a Standard change is
under the authority of the Emergency Change

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 Change Management Process

Advisory Board (ECAB) Change Advisory Board (CAB).

Interfacing
 None
Processes/Function
 Description of Change type provided in guideline
Templates
document

Step No 24

Activity Name Standard (Pre-approved) Change?

The change manager validates the content of the RFCs
with the change management guidelines and confirms
if the change can be approved as standard change. In
case any questions or doubts the change manager
Activity Description contacts the RFC initiator to seek necessary
clarification about the requested change. If the change
is confirmed as standard it will proceed to step
‘Update Change Record’ else it will proceed to step
‘Assess Impact, risk and assign initial priority’.
Interfacing
 None
Processes/Function

Templates  None

Step No 25

Activity Name Update the Change Record

The change manager updates the change record
confirming the standard change categorization and
Activity Description
proceed to the sub-process ‘Implement Standard
Change’
Interfacing
 None
Processes/Function

Templates  None

Step No 26

Activity Name Assess Impact, Risks and assign initial priority

The change manager performs a preliminary risk and
impact assessment to finalize the priority of the
Activity Description change. The change manager uses the change
management guideline document as the reference
document to perform this task.
Interfacing
 None
Processes/Function

Templates  None

Step No 27

Activity Name Major Change?

Activity Description The change manager based on the initial risk and

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impact assessment checks if the change can be

classified as Major Change. The change management
guidelines document is used as a reference for
finalizing the classification. If it is classified as major
change it will move to step ‘Identify ECAB/ CAB
members’. If it is classified as minor change it will
move to step ‘CAB Required?’
Interfacing
 None
Processes/Function

Templates  None

Step No 28

Activity Name Identify ECAB/CAB members

The change manager according to the type of change
will identify the necessary members to be part of
Activity Description ECAB/CAB team who need to review and approve the
major or minor change, after performing Impact
Analysis.
Interfacing
 None
Processes/Function

Templates  None

Step No 29

Activity Name Update change record with ECAB/CAB Info

A notification will be sent to the ECAB/CAB members
providing them the details of the change that needs to
be assessed by them. All major and minor changes
Activity Description
that need CAB review and approval will move to the
sub-process ‘Change Assessment by the ECAB & CAB
team
Interfacing
 None
Processes/Function

Templates  None

Step No 30

Activity Name ECAB/CAB Required?

The change manager checks if ECAB/CAB meeting is
necessary to validate and approve the minor change.
If CAB meeting is necessary it will move to step
Activity Description
’Identify CAB members’. If CAB meeting is not
required for the minor change, it will move to step
‘Formal Change Evaluation Required?’
Interfacing
 None
Processes/Function

Templates  None

Step No 31
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 Change Management Process

Activity Name Formal Change Evaluation Required?

The change manager checks the need for having a
formal change evaluation with RFC initiator and
business team (if needed). The criteria for finalizing
the need for having a formal change evaluation is
provided in the ‘Change Management guidelines’
Activity Description
document.
If formal change evaluation is required, the change
will move to step ‘Evaluate Change’
If formal change evaluation is not required, the
change will move to step ‘Approve RFC’
Interfacing
 Change Evaluation
Processes/Function

Templates  None

Step No 32

Activity Name Evaluate Change

The change manager will evaluate the minor change
to identify specific parameters like:
 Expected service performance
 Expected tolerance limit
Activity Description  Projected service outage
 Existing service impacts, resources required etc.
The details of how to perform change evaluation
for a RFC/Change record is provided in the ‘Change
Management guideline’ document.
Interfacing
 Change Evaluation
Processes/Function

Templates  None

Step No 33

Activity Name Approve RFC?

The change manager will approve all minor RFCs that
are not going to CAB for further assessment. This will
be done after completion of formal change evaluation
of the RFC for minor changes that need to be assessed
for predicted performance. All other minor changes
are directly approved by the change manager based
Activity Description on initial risk and impact assessment.
If the change record/RFC is approved, it will to go to
step ‘Update change record with status and updated
priority’
If the change record/RFC is rejected, it will go to step
‘Notify RFC initiator regarding rejection stating the
reasons’
Interfacing
 None
Processes/Function

Templates  None

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Step No 34

Activity Name Update change record with status and updated priority
All minor changes that are approved by change
Activity Description manager will be further updated by the change
practitioner to set the correct status and priority.
Interfacing
 None
Processes/Function

Templates  None

Step No 35

Notify RFC initiator regarding rejection stating the

Activity Name
reasons
All minor changes that are rejected by the change
Activity Description manager will be notified to RFC initiator via email
along with reasons for rejection.
Interfacing
 None
Processes/Function

Templates  None

Step No 36

Update change record with status and reason for

Activity Name
rejection
The change practitioner will update the change
Activity Description record/RFC with rejected status along with the
appropriate reasons for future reference.
Interfacing
 None
Processes/Function

Templates  None

7.4 CHANGE ASSESSMENT BY ECAB/CAB

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 Change Management Process

Change Change
RFC Logging & Emergency Change Change Major Change PIR & Change
Assessment by Deployment
Review Change Assessment Deployment Scheduling Closure
CAB Authorization

Change Management
Change Practitioner
Entry Input Change Manager ECAB/CAB Output Exit
(2nd /3rd level Support)

Change
Assessment 38
37 Circulate RFC and Related
by CAB RFC Schedule CAB Meeting Documents for Preparation
by CAB
39
Change Review RFC and Related
Management Documents
Guidelines
40
Formal
CAB Agenda Evaluation Yes
Template Required?
Change Assessment by the CAB

41
Understand effects of the
change and Identify
Predicted Performance
Risk Assessment
Form
No 42 43
Asses Risks and Conduct Document the Change
Feasibility Analysis Assessment To Major Change
Scheduling and Build
Authorization Sub-
process
45 44
Escalate to Higher Authority Yes Escalate before Change
for Approval Approval? Approved
Interim Evaluation for
Report Planning

No

48
46
Yes Update Change Record with
Approval
47 Status
Obtained from Yes
Approve Change?
Higher Change
Authority? 49 Updated Change Rejected
No Notify RFC initiator regarding Record
rejection stating the reasons
No
50
Update Change Record with
status and reason for rejection

Step No 37

Activity Name Schedule ECAB?CAB meeting

All major and minor changes that were filtered and
identified to be assessed by ECAB/CAB team are
scoped for review.
The change manager plans and schedules ECAB/CAB
Activity Description
meeting informing the participants of the scope of
assessment. In case any pre-requisite investigations
are required by ECAB/ CAB team, this is identified and
communicated by the change manager.
Interfacing
 None
Processes/Function

Templates  None

Step No 38

Circulate RFC and related documents for preparation

Activity Name
by CAB
Activity Description The change practitioner will send RFC details and
initial risk and impact assessment documents to the
ECAB/CAB team requesting them to study and
performed a detailed assessment for each RFC to

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 Change Management Process

discuss and evaluate them.

Interfacing
 None
Processes/Function

Templates  None

Step No 39

Activity Name Review RFC and related documents

The ECAB/CAB team will review the RFC and related
documentation and perform assessment of the RFC
Activity Description
based on the guidelines provided in the ‘Change
Management guideline’ document.
Interfacing
 None
Processes/Function

Templates  None

Step No 40

Activity Name Formal Evaluation Required?

The ECAB/CAB team based on the initial review of the
RFC will decide if a formal change evaluation needed
to be performed that will provide them further insights
on the impact and risk of developing the change.
If the ECAB/CAB team recommends formal evaluation
Activity Description
based on the ‘Change Management guidelines’, it will
move to step ‘Understand effects of the change and
identify predicted performance’
If formal evaluation is not recommended by CAB
team, it will move to step ‘Evaluate Change’.
Interfacing
 None
Processes/Function

Templates  None

Step No 41

Understand effects of the change and identify

Activity Name
predicted performance
The ECAB/ CAB team will evaluate the changes
requiring formal change evaluation using the
Activity Description guidelines mentioned in the ‘Change Management
guideline’ document. The objective is to document the
effects of the change on IT and business performance.
Interfacing
 None
Processes/Function

Templates  None

Step No 42

Activity Name Assess Risks and Conduct Feasibility Analysis

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As part of the formal change evaluation activity, the

ECAB/CAB team will assess the risks associated with
Activity Description
change development and deployment along with a
feasibility analysis report for the RFC/change record.
Interfacing
 None
Processes/Function

Templates  None

Step No 43

Activity Name Document the Change Assessment

The ECAB/CAB team will send either findings and
assessment result to the change practitioner who will
formally document the change evaluation/assessment
Activity Description
report along with necessary conclusion before the
major findings are discussed for final approval of the
RFC
Interfacing
 None
Processes/Function

Templates  None

Step No 44

Activity Name Escalate Before Approval?

If the findings of the assessment report recommend
need for further approval of the RFC, this decision to
escalate to appropriate authorities is finalized by the
CAB team.
Activity Description
If it is agreed to escalate to higher authorities, it will
go to step ‘Escalate to Higher Authority for approval’.
If it is agreed not to escalate to higher authorities, it
will go to step ‘Approve Change’.
Interfacing
 None
Processes/Function

Templates  None

Step No 45

Activity Name Escalate to higher authority for approval

The change manager escalates the RFC details along
with evaluation report to appropriate authority for
Activity Description approval. The change management guideline
document is used as a reference to identify
appropriate approving authority for escalated RFC.
Interfacing
 None
Processes/Function

Templates  None

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Step No 46

Activity Name Approval Obtained from Higher Authority?

The change manager checks if the necessary approval
from higher authority is received. If necessary, change
manager follow up for obtaining this approval
If the change/RFC is approved by higher authority, it
Activity Description
will move to step ‘Approve Change’.
If the change/RFC is rejected by higher authority, it
will move to step ‘Notify RFC initiator regarding
rejection stating the reasons’
Interfacing
 None
Processes/Function

Templates  None

Step No 47

Activity Name Approve Change?

The minor or major changes sent for further approval
to higher authorities are approved or rejected by CAB
team based on the receipt of approval or rejection for
this authority.
All other minor or major changes which are not
Activity Description escalated for further approval are approved by CAB
team based on the finding of the evaluation report.
If the RFC is approved, it will move to step ‘Update
Change record with status’
If the RFC is rejected, it will move to step ‘Notify RFC
initiator regarding rejection stating the reasons’
Interfacing
 None
Processes/Function

Templates  None

Step No 48

Activity Name Update change record with status

All minor and major changes that are approved by
Activity Description CAB team will be further updated by the change
practitioner to set the correct status and priority.
Interfacing
 None
Processes/Function

Templates  None

Step No 49

Notify RFC initiator regarding rejection stating the

Activity Name
reasons
All minor and major changes that are rejected by the
Activity Description CAB team will be notified to RFC initiator via email
along with reasons for rejection.
Interfacing
 None
Processes/Function

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Templates  None

Step No 50

Update change record with status and reason for

Activity Name
rejection
The change practitioner will update the change
Activity Description record/RFC with rejected status along with the
appropriate reasons for future reference.
Interfacing
 None
Processes/Function

Templates  None

7.5 CHANGE DEPLOYMENT

Change Change
RFC Logging & Emergency Change Change Major Change PIR & Change
Assessment by Deployment
Review Change Assessment Deployment Scheduling Closure
CAB Authorization

Change Management
Change Practitioner
Entry Input Change Manager Change Coordinator Output Exit
(2nd /3rd level Support)
Implement
Standard 54
51 53
Change Coordinate with Technical
Build No Identify Technical Team to A
Approved RFC Team to Plan the Change
Authorization Implement the change Change
Build, Test & Implementation
Required? Approved for
Planning
From Change 55
FSC
Assessment Coordinate with Technical No
Team to Develop, Build and
57 test the Change To Major Change
Yes Ensure Deployment Scheduling and Build
Yes 56 Authorization Sub-
Release Plan Schedule is aligned with FSC
Implement (Change Window) Test Successful? process
Minor
Change No
Change Deployment

52
58
A Add change to FSC and
60
Change Windows
Update Change Record
Available? Coordinate with SACM Team
From Change to take Baseline Request for
Assessment Baselining
Change Freeze Yes
Dispensation
Form 59 Yes
61
CI Baseline
Inform Stakeholders of
Required? To Service Asset
Change Deployment Plan
No & Configuration
Management
63 62
Process
B Review the Deployment Coordinate with Technical
Baselining Results Team to Deploy the Change
Completed

B
64
Change 67
No Change
From Service Successfully Identify Corrective Actions
Deployed? Implemented
Asset & 65
Configuration Coordinate to update CMDB
Yes Updated Change
Management with information on affected
Process CIs Record
66
Update Change Record with
Deployment Status & Inform
Initiator

Step No 51

Activity Name Build Authorization Required

Activity Description The change manager will check if the minor changes
that have scoped for change deployment require build

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 Change Management Process

authorization.
If build authorization is required, go to step ‘Add
change to FSC and Update Change record’
If build authorization is not required, go to step
‘Identify Technical team to Implement the Change’
Interfacing
 None
Processes/Function

Templates  None

Step No 52

Activity Name Add change to FSC and Update Change Record

The change manager adds the change to the forward
schedule of change document to be picked up for build
Activity Description
and release planning with ‘Major Change Scheduling
and Build Authorization’ sub-process
Interfacing
 None
Processes/Function

Templates  None

Step No 53

Activity Name Identify Technical Team to implement the change

For standard changes and minor changes that can be
directly implemented, the change practitioner will
identify the technical team who will support in
Activity Description developing and implementing the change. This
technical team will accept the responsibility once all
necessary details of the change is received by them
from the change practitioner
Interfacing
 None
Processes/Function

Templates  None

Step No 54

Coordinate with technical team to Plan the Change

Activity Name
build, test and implementation
The change coordinator will follow with technical team
to finalize the plan that will be followed to build, test
and implement the change. The change coordinator
Activity Description
will review and provide feedback comments if any
aspect of the change development and deployment is
unclear within the planning document.
Interfacing
 Release management
Processes/Function

Templates  None

Step No 55

Activity Name Coordinate with technical team to develop, build and

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 Change Management Process

test the change

The change coordinator will regularly follow up with
technical team to check on the progress of change
Activity Description development, build and testing.
These details are appended to the RFC and regular
notification is send to the RFC initiator.
Interfacing
 None
Processes/Function

Templates  None

Step No 56

Activity Name Test Successful?

The change coordinator will check with the technical
team and testing team on the various test results to
determine if the test results can be considered
successful. The change coordinator will use the
guidelines mentioned in the ‘Change guidelines’
document as the reference to validate the test results
and authenticate successful testing.
Activity Description
If the testing of the change is successful, go to the
step ‘Ensure Deployment Schedule is aligned with FSC
(Change Window)’
If the testing of the change is unsuccessful, go to the
step ‘Coordinate with Technical team to Plan the
Change Build, Test and Implementation’ to re-plan
and fix the identified bugs within the solution
Interfacing
 None
Processes/Function

Templates  None

Step No 57

Ensure deployment schedule is aligned to FSC

Activity Name
(Change Window)
The change practitioner will check and ensure that all
successfully tested change records/RFC are planned
Activity Description
for release within the available change window and is
aligned to the forward schedule of change
Interfacing
 None
Processes/Function

Templates  None

Step No 58

Activity Name Change Window Available?

Activity Description The change practitioner will check if the change
window is available to release the RFC solution in the
production environment and is aligned to the RFC
initiator’s requirements.
If change window is available, go to step ‘CI Baseline
required’.
If change window is not available, go to step ‘Ensure

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deployment schedule is aligned with FSC (Change

Window).
Interfacing
 None
Processes/Function

Templates  None

Step No 59

Activity Name CI Baseline Required?

The change practitioner checks with technical team
and configuration manager to validate if configuration
items that are impacted because of the RFC release
have been already base lined.
If configuration item (CI) baseline is required, go to
Activity Description
step ‘Coordinate with Configuration management
Team to take baseline’
If configuration item (CI) baseline is not required, go
to step ‘Inform stakeholders of Change Deployment
Plan’
Interfacing
 Service Asset & Configuration Management
Processes/Function

Templates  None

Step No 60

Coordinate with Configuration management team to

Activity Name
take Baseline
The change coordinator will request the configuration
manager to baseline of the configuration items that
Activity Description
will be impacted and changed by the release of the
new RFC built solution.
Interfacing
 Service Asset & Configuration management
Processes/Function

Templates  None

Step No 61

Activity Name Inform stakeholders of change deployment plan

The change coordinator will inform the stakeholders
Activity Description like RFC initiator, business teams, IT operations team
about the change deployment plan.
Interfacing
 None
Processes/Function

Templates  None

Step No 62

Activity Name Coordinate with Technical team to deploy the change

The change coordinator will hand over the change
Activity Description deployment to the respective technical team to be
deployed as per the change release window.

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 Change Management Process

Interfacing
 None
Processes/Function

Templates  None

Step No 63

Activity Name Review the Deployment results

A regular follow up is done by the change manager
with the technical team to monitor progress of the
change deployment. The change manager monitors
Activity Description
the deployment results to validate alignment to the
RFC requirements and predicted performance results
(if available)
Interfacing
 None
Processes/Function

Templates  None

Step No 64

Activity Name Change Successfully deployed?

The change manager validates if the RFC solution has
been successfully deployed. This is based on the
confirmation of the RFC initiator that the solution
Activity Description addresses the expected solution and IT operations
team that no adverse impact to other technical
components have occurred due to the release of the
RFC solution in production system.
Interfacing
 None
Processes/Function

Templates  None

Step No 65

Coordinate to update CMDB with information on

Activity Name
affected CIs
Once the change has successfully moved in the live
environment, the change coordinator will follow up
Activity Description with configuration manager to update the CMDB with
changes to the configuration items and establish a
new baseline for the affected CIs.
Interfacing
 Service Asset & Configuration Management
Processes/Function

Templates  None

Step No 66

Update Change record with deployment status &

Activity Name
inform initiator
Activity Description Once the CMDB is updated with new configuration
item baseline data the change practitioner updates the
change record with status as ‘Successful’ and notifies

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 Change Management Process

the RFC initiator

Interfacing
 None
Processes/Function

Templates  None

Step No 67

Activity Name Identify corrective actions

If the change deployment has failed, the change
coordinator will reach out to the RFC initiator, IT
technical team and subject matter experts to identify
the criticality of the change failure to business and IT
operations. Based on the criticality of the change
failure, a set of corrective actions (which could be to
reverse or rollback the change, or accept the IT
Activity Description or business impact) will be implemented as per the
guidelines provided in the ‘Change Management
guideline’ document.
Based on the finalized corrective action, these actions
are handed over to the technical team for
implementation.
The status of the change is set to ‘Failed’ and
appropriate corrective actions are initiated.
Interfacing  Incident management
Processes/Function  Problem management

Templates  None

7.6 MAJOR CHANGE SCHEDULING AND BUILD AUTHORIZATION

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 Change Management Process

Change Change
RFC Logging & Emergency Change Change Major Change PIR & Change
Assessment by Deployment
Review Change Assessment Deployment Scheduling Closure
CAB Authorization

Change Management
Change Practitioner
Entry Input Change Manager ECAB/CAB Output Exit
(2nd /3rd level Support)

68
69 Release
Approved RFC Prepare Schedule and
Change Review RFC, FSC and Planning
Update FSC with Approved
Approved authorize Release Planning Authorised
RFC
for
Planning FSC
71
70 To Release
Formal
Review Release Plan and Management
Major Change Scheduling and Build Authorization

Release Evaluation
Test Plan process
Plan Required?
PSO
Created Yes
Planned 72
Downtime Review and Evaluate the
(Availability Project Plan and Test Plan
From Release management)
75
Management
Document Findings in
Process 73
Release Plan Change Record
Perform Risk Assessment No

74 Updated Change
Test Plan Perform Feasibility Analysis Record
for Build To BUILD
Team

76 Change
77 Build
Additional
Escalate to Higher Authority Yes Authorized
Approvals
for Approval Interim Evaluation
required?
Report

No 80
Update Change Record with Change
Interim Evaluation Status Rejected
Report 79 Yes
78
Authorize 81 Updated Change
Approval Yes
Change Notify RFC initiator regarding Record
Obtained?
Build? rejection stating the reasons
No
82
No Update Change Record with
status and reason for rejection

Step No 68

Activity Name Prepare Schedule and update FSC with approved RFC
All major and minor changes that are scoped for
further planning are picked up by the change manager
to plan release window as per available deployment
Activity Description dates and prepare a forward schedule of changes
(FSC). This forward schedule of changes is published
and shared with release and deployment manager who
create or update the release plan
Interfacing
 None
Processes/Function

Templates  None

Step No 69

Activity Name Review RFC, FSC and authorize release planning

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 Change Management Process

The ECAB/CAB team that has been identified for each

RFC reviews the forward schedule of change and
Activity Description
authorizes the release planning and schedule that is
provided by the release manager
Interfacing
 None
Processes/Function

Templates  None

Step No 70

Activity Name Review Release plan and Test Plan

The change manager reviews the release plan and test
plan for the RFCs provided by the release manager &
test manager respectively and provides feedback
Activity Description comments on missing data or corrections required in
the overall planning. The final release plan and test
plan documents are shared with the CAB team for
further review.
Interfacing  Release Management
Processes/Function  Service validation & testing

Templates  None

Step No 71

Activity Name Formal evaluation required?

The CAB team reviews individual RFCs and check if
formal evaluation of the change is required.
If formal change evaluation is required, go to step
Activity Description
‘Review and Evaluate the Project Plan and Test Plan’
If formal change evaluation is not required, go to step
‘Evaluate change and provide recommendation’
Interfacing
 None
Processes/Function

Templates  None

Step No 72

Activity Name Review and Evaluate the Project Plan and Test Plan
The ECAB/CAB team evaluates the project plan and
test plan for all major and minor RFCs as per the
Activity Description
criteria provided in the ‘Change Management
guidelines’ document
Interfacing
 None
Processes/Function

Templates  None

Step No 73

Activity Name Perform Risk Assessment

Activity Description Risk Assessment of all the planned changes shall be
reviewed during the ECAB/CAB meeting, It shall be

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 Change Management Process

the responsibility of the CBE Change manager to drive

the meeting. The risk assessment is performed as per
the guidelines provided in the ‘Change Management
guidelines’ document
Interfacing
 None
Processes/Function

Templates  Risk Assessment Checklist

Step No 74

Activity Name Perform Feasibility Analysis for Build

During the ECAB/CAB meeting, feasibility analysis
Activity Description shall be performed for the change build and submits
the report along with necessary recommendations.
Interfacing
 None
Processes/Function

Templates  None

Step No 75

Activity Name Document findings in Change Record

The change practitioner collects and documents the
findings of assessment performed by the ECAB/CAB
Activity Description
team with the change record that shall be captured on
the service management tool
Interfacing
 None
Processes/Function

Templates  None

Step No 76

Activity Name Additional Approvals Required?

If the findings of the assessment report recommend
need for further approval of the RFC, this decision to
escalate to appropriate authorities is finalized by the
Review team.
If it is agreed to escalate to higher authorities, it will
go to step ‘Escalate to Higher Authority for approval’.
Activity Description
If it is agreed not to escalate to higher authorities, it
will go to step ‘Approve Change’

The criteria to finalize if additional approvals are

required is provided in the ‘Change Management
guidelines’ document
Interfacing
 None
Processes/Function

Templates  None

Step No 77

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 Change Management Process

Activity Name Escalate to Higher Authority for approval

The change manager escalates the RFC details along
with evaluation report to appropriate authority for
Activity Description approval. The change management guideline
document is used as a reference to identify
appropriate approving authority for escalated RFC.
Interfacing
 None
Processes/Function

Templates  None

Step No 78

Activity Name Approval Obtained?

The change manager checks if the necessary approval
from higher authority is received. If necessary, change
Activity Description manager follow up for obtaining this approval
If the change/RFC is approved by higher authority, it
will move to step ‘Approve Change’
Interfacing
 None
Processes/Function

Templates  None

Step No 79

Activity Name Authorize Change Build?

The minor or major changes sent for further approval
to higher authorities are either approved or rejected
by CAB team for building the change based on the
receipt of approval or rejection for this higher
authority.
All other minor or major changes that not escalated
for further approval are approved by CAB team for
Activity Description building the change based on the finding of the
evaluation report.
These changes are picked up by CBE (Technical) build
team that may form part of a project team.
If the RFC is approved, it will move to step ‘Update
Change record with status’
If the RFC is rejected, it will move to step ‘Notify RFC
initiator regarding rejection stating the reasons’
Interfacing
 None
Processes/Function

Templates  None

Step No 80

Activity Name Update change record with status

All minor and major changes that are approved by
Activity Description ECAB/CAB will be further updated by the change
practitioner to set the correct status and priority.
Interfacing
 None
Processes/Function

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 Change Management Process

Templates  None

Step No 81

Notify RFC initiator regarding rejection stating the

Activity Name
reasons
All minor and major changes that are rejected by the
Activity Description ECAB/CAB will be notified to RFC initiator via email
along with reasons for rejection.
Interfacing
 None
Processes/Function

Templates  None

Step No 82

Update Change record with status and reasons for

Activity Name
rejection
The change practitioner will update the change
Activity Description record/RFC with rejected status along with the
appropriate reasons for future reference.
Interfacing
 None
Processes/Function

Templates  None

7.7 CHANGE DEPLOYMENT AUTHORIZATION

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 Change Management Process

Change Change
RFC Logging & Emergency Change Change Major Change PIR & Change
Assessment by Deployment
Review Change Assessment Deployment Scheduling Closure
CAB Authorization

Change Management
Change Practitioner
Entry Input Change Manager ECAB/CAB Output Exit
(2nd /3rd level Support)

83
From Build RFC Formal
Team No A
Evaluation
Required?
Release
Build & Test Build and Test Yes
Completed Results 85
84
Circulate Documents for
Schedule CAB Meeting
Change Deployment Authorization

Preparation
Project 86
(Deployment) Check RFC for completeness
Plan of Change Components

87
Check RFC for
Completeness of Test

88
Check Actual Performance

90
89
Document the Change
Assess the Project Plan
Assessment

91
92 Updated Change
93 Authorize
No Yes Update Change Record and Record To Release
Initiate Corrective Action Change
Change Schedule Management
Deployment?

Change
Deployment
Interim Evaluation
Authorized
Report
A
Evaluation Report

Step No 83

Activity Name Formal Evaluation Required

All major and minor changes that have completed
development of the build and associated testing is
notified to the change manager who checks the need
to conduct a formal change evaluation on the RFCs.
Activity Description
If formal evaluation is required, go to step ‘Schedule
ECAB/CAB meeting’.
If formal evaluation is not required, go to step
‘Conduct Evaluation’
Interfacing
 None
Processes/Function

Templates  None

Step No 84

Activity Name Schedule ECAB/CAB meeting

The Change manager schedules a ECAB/CAB meeting
Activity Description finalizing the agenda of the meeting, scope of
evaluation to the Review team
Interfacing
 None
Processes/Function

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 Change Management Process

Templates  None

Step No 85

Activity Name Circulate Documents for Preparation

The change practitioner circulates the pre-requisite
documents related to the RFC (like project plan,
testing results, business requirements, technical
Activity Description solution, technical architecture, related RFCs,
impacted configuration items, release plan,
deployment plan) to the CAB team to perform a formal
evaluation of the change solution and its performance.
Interfacing
 None
Processes/Function

Templates  None

Step No 86

Activity Name Check RFC for completeness of change components

The ECAB/CAB team performs analysis of RFC and
related documents including testing results to confirm
Activity Description if the RFC has been fully developed and aligns to all
business requirements that were identified initially as
part of the RFC.
Interfacing
 None
Processes/Function

Templates  None

Step No 87

Activity Name Check RFC for completeness of Test

The ECAB/CAB team performs analysis of the RFC test
plan and results to confirm completeness of all
Activity Description necessary testing. The validation of the testing results
will be as per the guidelines provided in the ‘Change
Management guidelines’ document.
Interfacing
 Service Validation & Testing
Processes/Function

Templates  None

Step No 88

Activity Name Check Actual Performance

The ECAB/CAB team performs analysis of the actual
performance of the change solution with the predicted
performance that was documented as part ‘Change
Activity Description
Assessment by ECAB/CAB’ sub-process. The gaps in
the actual performance are highlighted by the Review
team.
Interfacing
 None
Processes/Function

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 Change Management Process

Templates  None

Step No 89

Activity Name Assess Project Plan

The ECAB/CAB team performs analysis of the updated
project plan to validate the deployment activities,
review the project risk register and identify any
missing risks that have not been considered as part of
Activity Description
overall planning of change deployment.
The guidelines for project plan assessment is provided
as part of the ‘Change Management guideline’
document.
Interfacing
 None
Processes/Function

Templates  None

Step No 90

Activity Name Document the Change Assessment

The change practitioners collects the analysis findings
Activity Description from the CAB team and documents the results with
RFC/change record
Interfacing
 None
Processes/Function

Templates  None

Step No 91

Activity Name Authorize Change Deployment?

The ECAB/CAB convenes to formally authorize or
reject the change deployment based on the evaluation
results of the RFCs. The analysis of the project plan,
build completion, testing results are few criteria’s that
are used by the CAB team to approve or reject the
Activity Description
change deployment.
If the RFCs are approved for deployment, go to step
‘Update Change Record and Change Schedule’
If the RFCs are rejected for deployment, go to step
‘Initiate Corrective action’.
Interfacing
 None
Processes/Function

Templates  None

Step No 92

Activity Name Update Change Record and Change Schedule

The change practitioner updates the change
Activity Description record/RFC and change schedule after formal approval
of the team for ‘proceed to deployment’.

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Interfacing
 None
Processes/Function

Templates  None

Step No 93

Activity Name Initiate Corrective Action

All major and minor change RFCs that were rejected
by ECAB/CAB team are picked up by change manager
to initiate completion of the recommended corrective
action required for these RFCs to proceed to
Activity Description
deployment. These actions will be handed over to the
project team (wherever applicable) or the technical
build teams before these are scheduled for evaluation
again.
Interfacing
 None
Processes/Function

Templates  None

7.8 PIR AND CHANGE CLOSURE

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Change Change
RFC Logging & Emergency Change Change Major Change PIR & Change
Assessment by Deployment
Review Change Assessment Deployment Scheduling Closure
CAB Authorization

Change Management
Change Practitioner
Entry Input Change Manager Output Exit
(2nd /3rd level Support)

Emergency
Change
Implemented Change Record
94
Formal
Evaluation
Post Implementation Review and Change Closure

Required?
Deployment
From Report Yes 96
Change Capture customer feedbacks
95
Deployment and IT staff feedback
Investigate achievements of
change objectives involved in implementation
Change
Implemented
98 97
Analyse and identify lessons Capture unpredicted side-
learnt effects of change
No
From Release
& Deployment
Mgmt

Change
Implemented

99
100 Document PIR report in a
Change Evaluation Report
Change Evaluation report
Successful?
No Change
Yes
Closed
102 101 104 Updated Change
Determine Verify if new Set change to status record
follow-up change model ³Closed´
actions should be created

103 Updated CSI

Identify any Improvement register
opportunities & if necessary update
CSI register

Step No 94

Activity Name Formal Evaluation Required?

All changes (emergency, minor and major) after
successful deployment are checked by the change
manager for the need to have formal evaluation.
The criteria for subjecting a successfully deployment
change to formal evaluation process is provided in the
‘Change Management guideline’ document.
Activity Description
If the change is subjected to formal evaluation
process, go to step ‘Investigate achievements of
change objectives’
If the change is not subjected to formal evaluation
process, go to ‘Evaluate change deployment and
prepare report’.
Interfacing
 Release Management
Processes/Function

Templates  None

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Step No 95

Activity Name Investigate achievements of the change objectives

The change manager performs analysis the change
and validates that it meets the requirements and
Activity Description objectives mentioned in the RFC. The change manager
will get in touch with RFC initiator to confirm
achievement of the change objectives
Interfacing
 Release Management
Processes/Function

Templates  None

Step No 96

Capture customer feedbacks and IT staff feedback

Activity Name
involved in implementation
The change practitioner will launch a survey
mechanism to capture feedbacks from customer and
Activity Description IT staff involved in the implementation of the change.
All these feedbacks are analyzed by the change
practitioner and shared with CBE Change Manager
Interfacing
 None
Processes/Function

Templates  None

Step No 97

Activity Name Capture unpredicted side-effects of the change

The change practitioner will investigate with the
technical teams to capture all the unpredicted side-
Activity Description
effects of the change and formally share the results of
these investigations with the change manager.
Interfacing
 None
Processes/Function

Templates  None

Step No 98

Activity Name Analyze and identify lessons learnt

The change manager analyzes the results of the
survey and unpredicted side-effects investigation to
Activity Description
identify lesson learnt as part of the change/RFC
implementation lifecycle
Interfacing
 None
Processes/Function

Templates  None

Step No 99

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 Change Management Process

Activity Name Document PIR report in a Change Evaluation Report

If the RFC was subjected to formal change evaluation
in the early phases of its lifecycle (e.g. during
assessment or build evaluation), the post
implementation report is appended to the existing
change evaluation report by the change practitioner.
Activity Description If no formal evaluation was performed on the RFC in
the early phase of its lifecycle, the PIR report is
created in a format similar to the change evaluation
report.
The guidelines for creating a PIR is available as part of
the ‘Change Management guideline’ document
Interfacing
 None
Processes/Function

Templates  None

Step No 100

Activity Name Change Successful?

The Change manager checks if the change
implementation can be termed successful based on
the evaluation criteria provided in the ‘Change
Management guidelines’ document.
Activity Description
If the change deployment is successful, go to step
‘Verify if new change model should be created’
If the change deployment is termed unsuccessful, go
to step ‘Determine follow-up actions’
Interfacing
 None
Processes/Function

Templates  None

Step No 101

Activity Name Verify if new change model should be created

If the change has successfully moved in the live
environment, the change manager verifies the need to
have a new change model to suit a certain set of IT
changes.
Activity Description
If a new change model is required, the change
manager will create/design this change model and
schedule it for approval with CAB team and other
management team stakeholders
Interfacing
 None
Processes/Function

Templates  None

Step No 102

Activity Name Determine follow up actions

Activity Description If the change deployment has failed or unsuccessful,
the change coordinator will reach out to the RFC
initiator, IT technical team and subject matter experts

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 Change Management Process

to identify the criticality of the change failure to

business and IT operations. Based on the criticality of
the change failure, a set of corrective actions (which
could be to reverse or rollback the change, or accept
the IT or business impact) will be implemented as per
the guidelines provided in the ‘Change Management
guideline’ document.
Based on the finalized corrective action, these actions
are handed over to the technical team for
implementation.
The status of the change is set to ‘Failed or
Unsuccessful’ and appropriate corrective actions are
initiated to recover the situation.
Interfacing
 None
Processes/Function

Templates  None

Step No 103

Identify any improvement opportunities and if

Activity Name
necessary update CSI register
The change manager will identify improvement
opportunities based on the lesson learnt from the
unsuccessful change and update the CSI register to
Activity Description
implement improvements within the change
management process as well as within overall IT
operations or IT Service management activities.
Interfacing
 CSI Process
Processes/Function

Templates

Step No 104

Activity Name Set change to status ‘Closed’

The change manager will set the status of the change
Activity Description to closed after successful delivery of the post
implementation review report
Interfacing
 None
Processes/Function

Templates  None

9. RACI MATRIX

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 Change Management Process

Below table highlights the roles and responsibilities for Change Management Process

CBE CBE CBE ECAB 3rd Party

Change Change Change /CAB Vendor
Roles
Manager Coordinator Practitioner
Activities
RFC Review and Logging A - R - I
Emergency Change A/R R R I R/I
Change Assessment A/R - R I I
Change Assessment by CAB A/R R R R I
Change Deployment A/R R R I C/I
PIR and Change Closure A - R I C/I

10. KEY PERFORMANCE INDICATORS AND REPORTS

NO KPI Metrics Report Name

% of changes or RFCs completed in

Efficiency of change Monthly Service Level
1 time as per SLA target (CBE Defined
process Report
Service level)

% of changes or RFCs that resulted in

Effectiveness of Monthly Service Level
2 incidents after go live within the SLA
change process Report
target (CBE Defined Service level)

11. TOOLS

CBE has <<SMO Tools >> which is being used for ticketing and tracking of overall
IT operations services, The proposed processes needs to be digitized (for e.g.
workflows, Roles, configuration, Assignment and resolver groups, Escalation matrix &
Service levels) in the tool to ensure effective implementation of processes and
measure performance effectively.
The Tools needs to be customized to generate reports aligned with measurement
criteria’s and service improvement defined for each process.

12. ROLES & RESPONSIBILITIES

Role Responsibilities
Change Manager  Carrying out the generic process manager role for
the change management process
 Planning and managing support for change
management tools and processes
 Maintaining the change schedule and projected
service outage
 Designing change authority hierarchy and criteria
for allocating RFCs to change authorities
 Designing change models and workflows

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 Change Management Process

 Working with other process owners to ensure that

there is an integrated approach to the design and
implementation of change management, service
asset and configuration management, release and
deployment management, and service validation
and testing
 Reviewing specific categories of RFC (as
applicable)
 Authority to represent a particular group or
function
 Preparing for ECAB/CAB meetings by circulating
RFCs within their own group and coordinating
feedback
 Reviewing RFCs and recommending whether they
should be authorized
 Reviewing successful and failed changes
 Reviewing unauthorized changes
 Reviewing the change schedule and providing
Emergency Change Advisory
information to help identify conflicts or resource
Board (ECAB) /Change Approval
issues
Board (CAB)
 Reviewing the projected service outage and
providing feedback on the impact of planned
outages
 Reviewing specific categories of RFC
 Formally authorizing changes at agreed points in
the change lifecycle
 Participating in the change review before changes
are closed
 Attending CAB meetings to discuss and review
changes when required
 Verifying that RFCs are correctly completed
 Allocating RFCs to appropriate change authorities
based on defined criteria
 Submitting requests for evaluation to trigger the
change evaluation process
 Formally communicating decisions of change
Change Practitioner authorities to affected parties
 Monitoring and reviewing activities of teams and
functions that build and test changes to ensure
that the work is carried out correctly
 Publishing the change schedule and projected
service outage and ensuring that they are
available when and where needed
 Coordinating interfaces between change
management and other processes – especially
Change Coordinator
service asset and configuration management and
release and deployment management

13. APPENDIX

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 ECAB/CAB Template
<< Please attach CBE
ECAB/CAB Template>>

 CBE Forward Schedule

of Change Calendar

CBE Forward
Change Schedule - Template.xlsx

 CBE Change
Management Guideline

CBE - Change
Management Guidelines.docx

 CBE Change Priority

Guideline

CBE Priority
Guide.docx

 CBE Risk Assessment

Template

CBE - Risk
Assessment Template.xlsx

 Change
Management Process
Workflow

Commercial Bank of
Ethiopia - Change Managemnet Process Flow Diagram.vsdx

 ECAB/ CAB Guideline

ECAB & CAB

Guide.docx

 RFC Template

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