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How to Create and Organize an IT Process Catalog

Aug 30, 2002

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Change Management

This process aims to expedite change while minimizing business risk. It rationalizes changed impact, sets IT organizational change policies, and coordinates all changes to systems, networks, and applications.


Tasks	Skills
Maintain ongoing process of accepting requests, analyzing them, submitting to management, and processing according to feedback Develop integrated processes for all aspects of change management Ensure that back-out provisions exist for all changes Provide reasonable technical orientation to assess changes and back-outs	Strong process orientation/discipline Detail oriented Familiar with all major operational disciplines Relationship/arbitration skills (people skills) Familiarity with existing inventory and trouble ticketing systems
Staffing	Automation Technology
Change specialist Change coordinator Impact assessment specialist Business/IT liaison	Configuration management and infrastructure change/service request management tools Change management systems or add-ons such as Peregrine, HP, Tivoli, IBM Application change management (often focused more on configuration rather than change, such as CA-Endevor, ChangeMan, MicroFocus/InterSolv, Rational Atria, Continuus, and others) Vendor proprietary products, such as SAP CTS
Best Practices	Metrics
Building your own/internal application currently, but shifting to vendor tools Tends to break across software configuration management and infrastructure change/service request management tools Change management systems or add-ons, such as Peregrine, HP, Tivoli, IBM, and others Application change management (often focused more on configuration rather than change, such as CA Endevor, ChangeMan, MicroFocus/InterSolv, Rational Atria, Continuus, and others) Vendor proprietary, such as SAP CTS	Number of requests for change (RFCs) Proportion of RFCs rejected Gross numbers of changes and trends Percent of system outages with change as the root cause Percent of changes scheduled that are executed on time Percent of changes executed outside of normal change release schedule (that is, emergency changes) Number of changes backed out Number of support calls generated by executed changes Proportion of implemented changes that were unsuccessful
Process Integration	Futures
No Items	Development of quality-of-service metrics Introduction of cost-recovery methodologies New, more user-friendly technology

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