1.0
Change Manager: Provides a single point of
contact and is responsible for coordinating all change functions within that
organisation
1.
Receive, log and allocate
a priority, in collaboration with the initiator, to all RFCs Reject any RFCs
that are totally impractical
2.
Reviews all changes after
the assessment and planning phase and forwards them the right Change Approver.
3.
Organizes Change Advisory
Board meeting if necessary.
4.
Updates the change after
approval is given.
5.
Periodically reviews
changes in a Post Implementation Review and determines and executes follow-up
actions.
6.
Coordinates all activities
in case the Emergency Change Handling process is triggered.
7.
Circulate all RFCs to CAB
members in advance of meetings to allow prior consideration
8.
Decide which people will
come to which meetings, who get specific RFCs depending on the nature of the
RFC, what is to be changed, and people's areas of expertise
9.
Convene urgent CAB or
CAB/EC meetings for all urgent RFCs
10.
Represent organisation at
all CAB and CAB/EC meetings
11.
After consideration of the
advice given by the CAB or CAB/EC, authorize acceptable Changes
12.
Performs Stakeholder
Management activities to identify Stakeholder concerns and issues with
solutions being developed.
13.
Monitors stakeholder
acceptance/rejection of solutions being developed.
14.
Crafts and controls key
communications and messages about the implementation effort.
15.
Identifies opportunities
to win acceptance of solutions being developed by those who are impacted.
16.
Identifies channels for
communications and builds the overall communications plan.
17.
Develops a Resistance
Management Plan to provide strategies for dealing with rejection or resistance
to solutions being developed.
18.
Ensures appropriate levels
of the organization are involved and demonstrating active commitment and
leadership to the solutions being developed.
19.
Coaching senior management
and other key personnel to help them “walk the talk” and demonstrate commitment
to the ITSM solution.
20. Identify
the Forward Schedule of Changes (FSC) for changes
21.
Coordinate with all
necessary parties to perform Change building, testing and implementation, in
accordance with schedules
22.
Update the Change log with
all progress that occurs, including any actions to correct problems and/or to
take opportunities to improve service quality
23.
Review all implemented
Changes to ensure that they have met their objectives. Refer back any that have
been backed out or have failed
24. Review
all outstanding ABC RFCs awaiting consideration or awaiting action
2 25. Analyses change records to determine any
trends
26. Close
RFCs
27.
Produce regular and accurate
management reports on changes
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