Data-Information-Knowledge-Wisdom itil, information technology infrastructure library
Change Management – or what we all get wrong!
Respond to customers changing business requirements
Respond to business and IT requests for change that will align the services with the business needs
Roles
Change Manager
Change Authority
Change Advisory Board (CAB)
Emergency CAB (ECAB)
80% of service interruption is caused by operator error or poor change control (Gartner)
Change Types
Normal
Non-urgent, requires approval
Standard
Non-urgent, follows established path, no approval needed
Emergency
Requires approval but too urgent for normal procedure
