"Day in the Life" Demonstration

IT Change Manager

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Simple, Routine Change

The IT Change Manager reviews all newly submitted RFCs. If the RFC is a simple, routine, low-risk change request, then the IT Change Manager approves the request immediately by changing the status to "APPROVED" or to "SCHEDULED." When the IT Change Manager updates the record, Giva eChangeManager automatically notifies the implementer, if designated, or the service group, if there is no implementer designated.

Complex change

The IT Change Manager reviews the RFC. At this point, the IT Change Manager has several options:

• Change is ready for approval – If the IT Change Manager is satisfied that the Implementation, Test, and Backout Plans are completed and the RFC is properly documented, then he changes the RFC status to "PENDING" and sets the Waiting Code to "AWAITING APPROVAL." Giva eChangeManager automatically notifies via email the CAB to review the RFC. Your change management process should also include that CAB members discuss and advise the IT Change Manager on this RFC at the next CAB meeting.
• Change needs planning – Sometimes people submit RFCs early without detailed planning to get the RFC into the change queue and let other service groups know of significant changes well in advance of the change. The change description usually identifies these changes. In these cases, the IT Change Manager simply notes the change and moves the status to "PLANNING." Giva eChangeManager automatically notifies via email the service group if there is no implementer, or just the implementer, if there is no service group designated.
• Change request incomplete – When a RFC requires more documentation, the IT Change Manager moves the status to "PENDING" and sets the Waiting Code to a waiting reason such as "Implementation Plan", "Backout Plan" and/or "Test Plan." Giva eChangeManager automatically notifies the implementer. Notes in the Change History field indicate that the RFC needs more work before sending the RFC to the CAB for discussion and approval.

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