ITIL Compliant Cloud IT Change Management Software Process

  • Minor Change:  The Change Manager has the authority to approve or reject a minor change.  The Change Manager schedules the change based on resources and other changes scheduled in the change management software.  This action automatically notifies the CAB.
  • Significant Change:  If the Change Manager assigns the priority as “Significant”, then the SaaS hosted change management software automatically circulates the RFC to CAB members.  CAB members then confirm impact/resources estimate and priority, approve/reject changes and schedule changes.
  • Major Change:  If the Change Manager assigns the priority as “Major”, then the SaaS hosted change management software automatically circulates the RFC to CAB members AND to senior management/board level.  CAB and senior management approves/reject changes on the grounds of financial, technical or business reasons.  Next, the change is scheduled.
  • Step 5:  Forward Schedule of Changes (FSC):  This is a schedule that contains details of all the Changes approved for implementation and their proposed implementation dates.   Once approved, the responsible Service Group communicates to Users and Customers any planned or additional downtime arising from implementing the Changes.

  • Step 6:  Change Builder Input:  Approved changes have a responsible builder party that builds the change in the development environment, creates the back out and testing plans.  The Change builder updates the RFC with all this information.

  • Step 7:  Change Implemented Documentation:  The RFC is updated after the change is successful implemented with actual change data, costs, time to implement and realized benefits.  Also, the RFC is updated if the change did not work. The update includes what went wrong, impact on customers and the business, lessons learned and recommendations to avoid the same mistakes in the future.

  • Step 8:  Change Closed:  The Change Manager closes the RFC.  He verifies that the record has all the required information entered according to the established change processes.
  • ·         Step 9: Reporting Metrics:  The Change Management process' key metrics include the following:
    1.  Cost and benefit information.
    2.  The source of and reasons for change. For example, corrective vs. innovative, business vs. technical.
    3.  Number of successful or unsuccessful changes.  For example, how many changes had to be backed-out and how many problems arose.
    4.  Status metrics. For example, the number of changes in progress or the number of new changes in backlog.


    Throughout the change process, SaaS hosted change management software has all the current information for all of IT. However, more specifically it has this information available for the help desk.  When anything out of the ordinary comes to the help desk, a simple click of the SaaS hosted change management software hyperlink will allow a User to access all recent changes. Valuable time is not required for diagnosing an issue that is the result of a change.  If necessary, the help desk can create a ticket with a cause code of “Change” and immediately assign it to the responsible change implementation person. 


    Giva eChangeManager is integrated with Giva eHelpDesk. There is also a standalone edition of Giva eChangeManager. This can be integrated with other problem management systems.

    For more information see


    The follow are the high level steps where a good SaaS hosted change management software application will assist in the change process workflow:

    • Step 1:  Request for Change (RFC) Submission:  Users and Customers submit requests into the SaaS hosted change management software.  Requirements include the reason for change, customers affected, estimated cost, impact on existing services and other relevant factors.  Documents can be attached to the RFC such as business and project plans and ROI analysis.

    ·         Step 2:  Change Manager Acceptance:  The Change Manager is notified by the SaaS hosted change management software of a new RFC. 

    o        Change Acceptance:  This means the actual receipt, recording and documentation of the RFC.

    o        Filter RFC:  The Change Manager filters out inappropriate requests, and informs the RFC initiator of the acceptance or rejection and the reason.

    • Step 3:  Establish Priority:
      Urgent Priority
      :  The Change Manager may classify the initial priority as Urgent. The SaaS hosted change management software automatically notifies CAB or CAB/EC of an urgent meeting.  If the CAB approves the change, then the Change Manager updates the change record and implements the urgent change process.
    • Priority:  The Change Manager decides the category (initial impact/resource estimate) and/or use of standard (minor) change model.

    • Step 4: Classification