I’m submitting information on behalf of our Technology Resources Change Manager, who has recently joined the ITSM Listserve group.  I have included her contact information below.

We implemented our change management process two years ago using ITIL change management methodologies. We have 3 change types: Normal, Standard, and Emergency changes. Normal changes must first be approved by a department Change Advisory Board (CAB) before the change is worked on in the test environment. We have a department CAB for each department. We have 9 departments, thus have 9 departments CABs. The change requestor’s department is the assigned department CAB. Department CABs are comprised of mid-level managers, supervisors, and leads. Once the requestor’s department CAB approves the change, the requestor is given approval notification to work in the test environment. Once testing is complete, the requestor informs the Change Manager to seek Release Advisory Board (RAB) approval.

All RAB members must approve the change before it can be migrated to the production environment. Members include most of the department CAB members. The members can approve the change through a web form, or hold approval for discussion at the RAB weekly meeting.

Standard change requests are pre-approved by the Release Advisory Board (RAB). Once approved as a standard, a requestor can submit the change and by-pass the approval process that is used on Normal change requests. Standards are low-risk changes.

Change requests for emergencies are submitted after the “fix” in order to avoid holding up the change. All department CABs and the RAB are notified of the emergency.

All changes require a Post Implementation Review in order to close the change request.

Several take a ways: Don’t make the process complex. Our main goals were to communicate changes across the board in order to reduce the risk of interrupting IT services. And to ensure that the integrity of the live environment is protected. Staff are resistant to adding additional layers to getting the work done so limit the change details on the request form to only include what is really important/needed.

Karen J. Marshall, PMP
TR Change Manager
Technology Resources Enterprise Systems
Texas State University, Room 681
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From: The EDUCAUSE IT Service Management (ITSM) Constituent Group Listserv [mailto:[log in to unmask]] On Behalf Of Edmisson, Susan K
Sent: Monday, December 05, 2016 2:46 PM
To: [log in to unmask]<mailto:[log in to unmask]>
Subject: Re: [ITSM] Local change managers

We are getting ready to implement change management across a department with many groups. We are reviewing the various options for a single/multiple change managers, plus the CAB. Am very interested in this conversation as well.


Susan Edmisson
Change Management
Texas A&M Information Technology
Texas A&M University
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From: The EDUCAUSE IT Service Management (ITSM) Constituent Group Listserv [mailto:[log in to unmask]] On Behalf Of Kelsey N Lunsmann
Sent: Monday, December 05, 2016 2:39 PM
To: [log in to unmask]<mailto:[log in to unmask]>
Subject: [ITSM] Local change managers

Hi Everyone,

We are looking to incorporate local change managers into our existing change management process. The idea is that our local change managers would be responsible for reviewing low-risk changes, while our current CAB would be responsible for reviewing medium and high-risk changes.

I’d love to hear from others who have implemented local change managers on how your process works, lessons learned, etc.

Thank you in advance!

Kelsey Lunsmann
ITSM Process Manager
Information Services | University of Oregon
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