Change Management
ITIL® struggles to define Change Management because of the many, varied and complex definitions for change. Opting for the simple approach, they begin with the following definition for Change:
…the process of moving from one defined state to another.
ITIL then goes on to develop a working definition for Change Management by describing its goal:
…to ensure that standardized methods and procedures are used for efficient and prompt handling of all Changes, in order to minimize the impact of Change-related Incidents upon service quality, and consequently to improve the day-to-day operations of the organization.
Explicit in this definition is a need to balance the desire for change against the cost and potential impact. This is especially true in progressive organizations. They possess the will to drive change proactively, rather than continually reacting to incidents and letting happenstance dictate the cadence and nature of evolution in their business. To avoid a vicious spiral of incidents and changes the process must be disciplined and documented, yet flexible enough so that Change Management itself is open to the benefits of periodic review and beneficial modification. The diagram below depicts important elements in the change management process. more »
