February 9, 2025

New Change
Management Process
24th June 2020

© 2020 DXC Technology Company. All rights reserved.

 Agenda

1. What is Change Management?

2. Service Request vs. Change Request

3. Zero Tolerance Policy for Unauthorised Changes

4. Change Request Process

5. TAB & CAB Meeting

6. Change Management Process Flow

7. Change Advisory Board (CAB) Meeting Process Flow

8. Lead Times vs Risk Assessment

9. Change Plan & Change Communication

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 Change Management

• Change Management process is designed to help

control the life cycle of strategic, tactical, and
operational changes to IT services through
standardized procedures.
• The goal of Change Management is to control risk and
minimize disruption to associated IT services and
business operations.

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Benefits of Change Management

1. Improved IT to business alignment

2. Decreased adverse impact on business operations
3. Improved visibility into IT change
4. Prioritized responsiveness to change
5. Adherence to government and other compliance
regulations
6. Improved risk management
7. Reduced service disruptions and system downtime
8. Increased staff productivity
9. Faster change implementation

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Key factors of Successful Change Management

7. Engagement with and 1. Mobilize an active and

support from middle visible executive
management sponsorship

6. Engagement and 2. Apply a structured

integration with project change management
management approach

7 Key
Success
5. Employee engagement
and encourage
Factors
participation

3. Dedicated change
management resources
and funding
4 Communicate frequently
and openly

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 Service Request vs. Change Request

 Service Request is a formal request from a user for

something to be provided
 It is raised when you want to procure something that you
don’t have in the first place.
 Be it access to the printer or adding users in a
distribution list

 Change request is a formal proposal that can be submitted

by a stakeholder in the organization or by a service user via
the service desk, utilizing the request fulfillment process to
alter a configuration item

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 Type of Change – Emergency

 must be assessed and implemented as quickly as possible to resolve a major incident.

 brought to the immediate attention of a Change Manager and are then sent on to the
ECAB for further analysis

 duty of the ECAB to assess the risk of the proposed Emergency changes and weigh
the danger that the underlying issue poses to the organization and its services.

 tend to be more disruptive and have a high failure rate, high risk

 require careful management and detailed analysis

 Require P2 ticket created and link to the change request ticket

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 Type of Change - Standard

 occurs frequently, low risk and has a pre-established

procedure with documented tasks for completion

 sometimes called Routine changes, tend to be pre-authorized

changes that are considered to have little to no risk associated

 straightforward and rarely introduces an issue or risk

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 Type of Change - Normal
 not an emergency change or a standard change.

 follow the defined steps of the change management process

 must be evaluated, authorized and then scheduled according to a standardized process.

 Low risk changes may require authorization from local IT teams while high risk changes may
require approval from the CAB or senior business and IT executives

 implemented only after formal authorization and approval is received

 Examples:

Migration of critical information resources, applications and workloads from on-premise servers
to cloud data centers.

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What does this mean for you?
1. You can only make a change to any environment with a Fully Approved Change ticket.

2. You must implement the Change according to the approved Implementation plan, start & end dates and times. You
cannot make any changes that are not part of the approved implementation plan.

3. Before: execution you must verify the Change ticket is still approved. (Have things changed?)

4. During: execution you must confirm that the expected outcomes have occurred e.g. (health Check running after Server reboot).

5. After: execution you are required to verify the change as having met objectives and did not cause any impact. (record results in the Change
ticket)

6. You must follow the Change Process as per documented.

7. You must know the Customers specific process requirements, i.e.;

 Contacts and approvals (who must approve Emergency and Urgent changes)
 Change Freezes and Maintenance windows
 Changes involving Third Party Vendors
 Any other requirements from the BPO/Client

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Zero Tolerance Policy for Unauthorised
Changes
An Unauthorized Change is any change made to DXC or a customer’s
infrastructure/IT environment without a fully compliant Change record.

How are Unauthorized Changes being identified?

The most obvious way of detecting an unauthorized change is when there has been an impact to a customers environment
resulting in a high severity incident. However, unauthorized changes are also being detected where no impact is
experienced by review and auditing by the Change Management team.

What is required?
Team Leads and Managers are required to enforce compliance to the zero tolerance policy and ensure that their teams
raise a request for change whenever they need to modify a customer’s infrastructure/IT environment.

Zero Tolerance Policy

DXC has mandated Globally a Zero Tolerance Policy for Unauthorized Changes.
This policy is the basis for implementing the Change Management Processes in adherence to Operational Standards.
This policy simply asserts that you cannot make any changes without a fully approved Change record that accurately
represents the change to be made.

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 Change Request Process
Request for Authorization,
Request for Change,
Planning in Progress,
Draft Implementation in Progress Completed Closed
Scheduled for Approval

Upon approval, Build, TAB & CAB Implementation Completed

Request CR Creation Test, Sign off Closed
Approval

RFC (Request for Change) Approval & Build/Testing Technical Advisory Change Implementation Change Review
For the preparation of Board (TAB) & Change Done by the DXC Reviewed by Change Manage
RFC is initiated when
there is a change required implementation, done by DXC Advisory Board (CAB) support team and to determine if changes is
from client (i.e to improve support team with approval by Meeting ensure change is successful
business services, reduce respective lead and agreed by client. implemented as
TAB meeting will be
cost) scheduled
conducted internally by
DXC.
CAB meeting will be held
** Normal process between the client and
DXC.

© 2020 DXC Technology Company. All rights reserved. February 9, 2025

TAB and CAB Meetings
Technical Advisory Board (TAB) and Change Advisory Board (CAB) meetings will be held for all High Risk
and/or Major changes (for now, subject to change later).

TAB will be conducted internally between the Change Management team and the Capability teams
CAB will be conducted between DXC (Change Management team and the Capability teams) and the client
and stakeholders.

The TAB and CAB meetings will be held at Schedule for Approval stage and final approval will be given
before proceeding with the change implementation (Implementation In Progress stage).

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Change Management Process Flow

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Change Advisory Board (CAB) Meeting Process Flow

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Lead Times Required to Implement a Change
The intention of having lead times is to ensure that a requestor provides sufficient
advance notice of a change such that subsequent process activities such as
approvals, build, test and sign off can be undertaken prior to its scheduled
implementation date/time.

Lead times are also a way of helping to ensure that changes are not rushed through
the Change Management process. Which can lead to mistakes or activities not being
fully executed, which increases the potential risk to the business, customers and
users – particularly if a change is potentially service-impacting.

Additionally, certain business conditions may affect the minimum lead time applicable
to a particular change, for example at the end of the month or end of a financial year.

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Lead Times Via Risk/Impact Assessment

Once the risk/impact assessment is determined by the Change Implementor using the Risk Assessment Matrix,
there will be three possible choices available in the Risk Assessment result.
These three choices are:

1 – Minor Risk – The default value for Standard Changes

2 – Significant Risk – Changes with a moderate/Medium risk
3 – Major Risk – When the Customers or the DXC Business could be impacted by the Change

These categories will determine the Lead Time that is required for the implementation of these changes.

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Risk Assessment Matrix

Microsoft Excel
97-2003 Worksheet

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Lead Time
Lead times for Change Requests as per the Change Category .

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 Change Plan

Microsoft Word
Document

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Change Communication

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© 2020 DXC Technology Company. All rights reserved.