Assignment No 4

ASSIGNMENT NO - 4
PRACTICAL APPLICATIONS OF ITIL
Heemisha Lakum 1062118

Assignment #4 – Service Transition and Operation Practical applications of ITIL
1. Describe the different types of change and provide examples.

Change in IT service refers to commissioning, decommissioning or upgradation of
configuration of servers. All changes are required to be implemented with minimum
disruption of IT services.
Change Management process deals with following aspects while implementing a
change −
 Study the adverse impact of change and minimize it.
 Create and maintain change management processes.
 Prevent unauthorized changes in the environment.
 Maintain a record of all the changes.
 Post implementation review of all changes.
There are basically 3 change types:
1. Standard
A change to a service or other configuration item, which has a preauthorized
approach to its execution. These are changes with a well-known and clearly
understood risk. Such changes follow a set of predefined and agreed steps.
There is a clearly defined trigger for the initiation of the change. The actions
are understood, proven in practice, and documented. Financial authority
either is in the control of the requestor or is granted in advance under an
agreed budget. The risk is low or well-known and understood.
2. Normal
In this model any change must go through certain steps such as assessment,
authorization, and Change Advisory Board (CAB) agreement before
implementation.
The typical process flow includes these steps:
 Create and record the RFC.
 Review the RFC.
 Assess and evaluate the change.
 Authorize the change.
 Plan updates.
 Coordinate change implementation.
 Review and close the change.
A change proposal may be required if the change is potentially going to have
a significant and costly impact on the business. The proposal should include a
high-level description of the change, a detailed business case including a risk
assessment and profile, and an outline schedule for the design and
implementation of the change.
3. Emergency
This change model deals with highly critical changes needed to restore failed
high availability service failure. Emergency changes may have to be assessed
by a group of people or referred to an advisory board, known as the
Emergency Change Advisory Board (ECAB). Authorization and assessment
may be completed by the ECAB rather than waiting for a CAB meeting.
Testing may be reduced or be missed completely if this is an acceptable risk
to resolve the emergency. A clear definition of authority levels needs to be
defined with emergency changes.
2. Describe what a configuration item is. Provide several examples.

A configuration item according to the 4th edition of ITIL is any component like a
service component or infrastructure elements that must be managed in order to
provide an IT service ("What Is a Configuration Item?", 2021).
The complexity, scale, and form of Configuration items differ. They could span from
a complete service (hardware, applications, and documentation) to a single program
sequence or small hardware part. The smallest unit that can be modified
independently of other components is normally the lowest-level Configuration file.
With this we understand that configuration files have many characteristics. It could
be a classification, it could have attributes, status value, relationships, or an owner
("IBM Knowledge Centre", 2021).
Examples of configuration files
The type of Configuration files varies considerably, ranging from an entire service or
device with all infrastructure, software, documentation, and support personnel to a
single software module or small hardware part. Here are some typical Configuration
files examples:
 Services
 Software
 Hardware
 Devices
 Document
 Location
 Staff
3. How is a CI used in the change management process?

Change management can assure success, can help manage risk and safeguard IT
services delivered and provide help against unnecessary errors. The main goal of
change management is to establish standard procedure for change requests in
efficient manner and to minimize risk.
 The configuration-management system oversees the life of the CIs through a

combination of processes and tools by implementing and enabling the
fundamental elements of change management.
 Change management can be effective if configuration items are recorded
properly.
 Change Management depends on configuration management information
within the CMDB when assessing the impact of a change on the IT
infrastructure. It is essential that Cis affected by change are identified.
Information associated with the impacted Configuration Item (CI) is also
updated throughout the Change Management process.
CI management and change management can go a long way together in helping
IT service providers meet the demands of customers and other stakeholders in
more efficient and effective ways.
4. List the service management process.

 Service Strategy
 Service Design
 Service Transition
 Service Operation
 Continual Service Improvement

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ASSIGNMENT NO - 4

PRACTICAL APPLICATIONS OF ITIL

Heemisha Lakum 1062118

1. Describe the different types of change and provide examples.

2. Describe what a configuration item is. Provide several examples.

3. How is a CI used in the change management process?

 The configuration-management system oversees the life of the CIs through a

4. List the service management process.

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