| B5 Communication related to changesChange Management is covered in detail in the ITIL Service Transition publication and includes information about change communication. However, it is necessary to stress the nature of operational communication about changes.
| Purpose
| To support the Change Management process by:·
- Assessing the potential impact of and resources required for the change
- Ensuring that each team is aware of the nature and schedule of changes that have been assigned to them
- Building, testing and deploying changes in their environment
- Ensuring that each team reports that progress on each change
- Notifying Change Management that a change is ready for deployment
- Backing out changes that were unsuccessful and communicating the results to Change Management
- Assisting in the assessment of changes to ensure that they have been implemented correctly
| | Frequency
| The frequency of communication related to changes is determined by the nature of the change and the times set forth in the Change Schedule.
Most teams or departments will review changes on a daily or weekly basis. Each day they will discuss and prioritize all new changes assigned to them and report on the progress of changes they are working on. After each change they will report on the success of each change and ensure that any remedial action required is initiated.
| | Role Players
| - Change Manager, administrators and coordinators
- Team-leaders, Department Heads, Shift Managers or Project Managers
- Service Operation staff involved in building, testing and deploying changes (usually Technical, Application and IT Operations Management teams or department)
- Managers of Test Environments and teams
- Change or Release Deployment teams
| | Content
| - Requests for and authorization of changes
- Reports on the feasibility of a change
- Reports on the resources required to build, test or deploy a change
- Change Activity Scheduling
- Detailed descriptions of the change and the activities required of each team or department
- Progress and status reporting of change activity
- Test results
- Exception Reports, including details of the execution of Back-out Plans
| | Context / sources
| - RFCs
- Change Control communication (during daily or weekly operational meetings, or by e-mail, conference call or using the Change Management tools)
- Change Advisory Board meetings
- Release Plans
- Projected Service Availability reports·
- Change Reviews
| Table B.8 Communication about changes
Date: 2014-12-29; view: 786
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