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ITIL Change Management Roles and Responsibilities

ITIL Change Management Roles and Responsibilities

Change management is a group that accesses, approves, implement and reviews a change in a controlled manner. Each role is responsible for completing a specific task. The roles identified in change management are –
Change Manager 
The Change Manager acts as a facilitator, responsible for the overall change management process. His primary responsibilities are – 
  • Authorize and approve minor/low change
  • Coordinate and conduct meetings with Change advisory board (CAB) to discuss higher risk changes
  • Authority to implement or reject a change
  • Ensures that all the activities designed to implement the change are as per the standards. The policies and procedures should be well defined, recognized and reviewed
  • Prepare Change Summary Sheet that summarizes all RFC’s. This sheet helps the CAB team to understand and evaluate the proposed change

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Change Advisory Board (CAB)
It is a group of individuals that act as an advisory committee for the changes that are categorized as major or significant. CAB, along with Change manager is responsible for final review; approval and authorizing a change .They have the authority to re-asses the risk level or impact level. They can request for additional information before approving a change or can reject it if required.
Emergency Change Advisory Board (CAB/EC)
A subset of CAB that acts as decision makers on the changes categorized as emergency. An emergency change needs to be approved and authorized immediately.
Change Requestor or Change Initiator
A person who initiates or requests for a change. The change requestor is required to provide all necessary information and justification for the change.  Apart from this his other responsibilities include –

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Organize and plan activities for a change.
  • Provide necessary information to the owner of the change
  • Attend CAB meeting and provide necessary inputs to them
  • Review and document change plan
  • Resolve issues related to change
  • Updates the user with the change activity
  • Support and involve in testing activities before and after the implementation of change
Change Assignee/Tester/Implementer
The owner of the change – if the change requestor is someone else. His responsibilities include – 
  • Liaise with the change requestor for business and technical queries and issues, if any
  • Create an RFC (Request for change) and update its status whenever required. Check and decide an implementation date, ensuring that it doesn’t conflict with other activities
  • Assess and manage the risk involved
  • Test and implement the change
  • Coordinate and communicate with the other impacted team prior to submitting the change
  • Once the change is approved create a remedial case for the scheduled change. Execute the change as on the scheduled date and time. Update the remedy case
  • After successful completion provide closure status
  • Document the change procedure after its implementation
Change Approver
Manager who provides first level approval to a RFC before it goes to CAB review. His responsibilities include –
  • Review all RFC’s submitted by the change assignee
  • Ensure all necessary communication; documentation and testing are done prior to approval
  • Request for a review from technical peer who will ensure that all technical steps are appropriate and correct
  • Approve or Deny the RFC
Changes are maintained and controlled through a change management system – a tool utilized for tracking and documenting all the activities (initialization, approval, update, close) related to the proposed change.

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