From the course: IT Service Desk: Service Management
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Change models
- There are two important components of the change process, change models, and change proposals. Change models are written at the work instruction or checklist level. They include specific steps, sequences, responsibilities, timescales, and escalation procedures. These change models add to the ways that efficiency and high levels of repeatability can be introduced into the change management process. Change proposals are submitted to change management for major changes that involve significant cost, risk, or organizational impact. These change proposals should include a business case with the description of costs, risks, and impacts to the business. Change proposals are submitted to the strategic advisory board, or, based on cost and risk, can be escalated as high as the board of directors. This introduces the possibility of using the change management process even at the board of directors level. ITIL 4 defines three…
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