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3 Types of Changes: Itilv3 Foundations

The document discusses three types of changes according to ITILv3: emergency changes, normal changes, and standard changes. Emergency changes address unforeseen issues rapidly without full change procedures. Normal changes have some risk and uniqueness requiring the default change procedures. Standard changes are typical, low-risk changes using a shortened process. Procedures for each type are described at a high level.

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Md Kamruzzaman
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39 views8 pages

3 Types of Changes: Itilv3 Foundations

The document discusses three types of changes according to ITILv3: emergency changes, normal changes, and standard changes. Emergency changes address unforeseen issues rapidly without full change procedures. Normal changes have some risk and uniqueness requiring the default change procedures. Standard changes are typical, low-risk changes using a shortened process. Procedures for each type are described at a high level.

Uploaded by

Md Kamruzzaman
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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3 Types of Changes

ITILv3 Foundations

http://www.jasondion.com
Three Types of Changes
• Emergency changes

• Normal changes

• Standard changes
Emergency Changes
• Address unforeseen operational
issues, such as failures, security
threats, and vulnerabilities

• Rapid change is required to continue


the business operations

• Emergency changes should still follow


the documented procedures, they just
happen much quicker
Emergency Change Procedures
• Clearly define who can declare an
emergency change

• Emergency Change Advisory Board


(ECAB) can be called in after hours
for decisions

• Testing may be modified or removed

• RFC and documentation are often


done after the issue is resolved
Normal Changes
• Change that has a uniqueness to
them that represents a higher risk or
uncertainty of outcome

• This is the default type of change that


occurs, whereas Emergency and
Standard are variations on the Normal
Change procedures.

• Example: Adding a new server or


service
Standard Changes
• Typical day-to-day changes that are
low-risk and well understood

• Utilizes a shorter version of the


Normal Change procedures

• Minimizes bureaucracy and quickly


satisfies customer needs

• Example: Moving a workstation from


one office to another
Standard Change Procedures
• Generally follow a predefined
workflow controlled by automation

• Usually a automated system checks


initiator has permission to start the
process, and technicians just work the
change ticket to resolution

• Don’t need CAB approval, they are


approved as part of the service
management (request fulfillment)
Why Do Changes Fail?
• Wider impact than originally thought
• Insufficient resources (time, money)
• Stakeholder disagreements on who
can authorize the change
• Poorly planned or conducted testing
• Users weren’t ready for change
• Support organizations weren’t ready
• Change rolled out prematurely due to
management pressures
• Two incompatible changes at once

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