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Change enablement, also known as change management, is at the core of ITIL® service transition. The maturity of organization depends on how well it facilitates change requests (CR) in response to end-user, technical, functional or wider business requirements. Careful change management helps reduce the risk exposure and disruption proactively when new changes are instituted within your organization’s operations and technologies. ITIL provides an effective framework guideline to conduct change enablement and management activities. In this article, we will discuss the key roles and responsibilities involved in change management according to ITIL guidelines. Even if you don’t adhere to the ITIL framework, these roles help clarify your change management processes. We’ll look at:
Change managerChange managers are employees leading the change management programs. These leaders have a background in conducting structured change efforts in organizations. A certification verifying change management skill is typically desired for a change manager, who will be involved in the following key activities:
Change Advisory Board (CAB)This is the team that controls the lifecycle of change across all processes as specified within ITIL Service Transition function. The Change Advisory Board involves high-level members from different domains, including information security, operations, development, networking, service desk, and business relations, among others. Together, the CAB is responsible for the following activities:
Emergency Change Advisory Board (ECAB)The ECAB is a smaller body within the CAB that deals specifically with emergency changes. (Emergency changes are one of three change types according to ITIL.) When the emergency change request is raised, the change manager must conduct a thorough analysis and evaluation before finalizing a decision together with the CAB. A dedicated ECAB body ensures that the necessary resources and expertise within the CAB is available to make the right decision at the right time. The ECAB is responsible for performing activities as similar to the CAB but focused primarily on emergency changes. These include:
Change process ownerThe change process owner can have overlapping responsibilities with the ITIL Process Owner, specifically within the function of change management. (For this reason, a separate change process owner may not be required for small and midsize business organizations.) The change process owner is responsible for defining and supporting the overall process involved in change management. The activities include:
The change management teamChange management functions are distributed in teams across departments and ITIL functions. Individuals within these teams may be responsible for managing change within a specific organizational unit considering their expertise, skills, and background. Specific change management teams may consist of three roles:
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Muhammad RazaMuhammad Raza is a Stockholm-based technology consultant working with leading startups and Fortune 500 firms on thought leadership branding projects across DevOps, Cloud, Security and IoT. Who should review and approve system deliverables?User Mgt should review and approve system deliverables as they are defined and accomplished or implemented.
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