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  5. Roles and Responsibilities

Change Roles and Responsibilities

Change Management Process Owner

Has the overall responsibility for ensuring the suitability of the Change Management process to the organization.

Responsibilities

  • Sponsor the process by ensuring the Change Manager has adequate resources to design the Change Management process conforming to best practices and meeting the needs of the organization.
  • Resolve disputes over the allocation of responsibilities and to sponsor the communication campaign to promote awareness and acceptance of the Change Management process.
  • Provide the description, mission statement, roadmap, strategy, process objectives and metrics to measure success and obtain formal approval for the process and its associated procedures.
  • Monitor and review the execution of the process at a high-level, ensure it remains consistent with the organization’s current culture and ITSM strategy and ensure coordination with all other ITSM and IT Infrastructure Management processes.
  • Must understand and manage integrations between the ITSM processes
  • Participate in the IT Governance activities.

Change Manager

Responsible for the execution of the Change Management process.  This includes operating the defined and agreed process, ensuring it interfaces with all other relevant processes, setting targets and reviewing the effectiveness and efficiency of the process, performing process audits and managing the process improvement cycle.

Responsibilities

  • Manages and coordinates all activities necessary to control, track and audit Changes in the environment.
  • Leads the Change Management function and is responsible for the adequate skill levels and performance of the assigned staff members.
  • Ensures Change status, progress and issues are communicated to the appropriate groups.
  • Audits and manages the process lifecycle and reports to upper management
  • Schedule Urgent CAB/XCAB meeting when necessary
  • Evaluates performance metrics against the defined critical success factors and institutes actions to correct shortcomings or further streamline the process as necessary
  • Responsible to review Change Schedule (CS) for conflicts
  • Chairs the CAB
  • Report Change Management activities to upper management.
  • Produce management reports
  • Responsible for education of the Change Management process

Change Submitter

Responsible for the overall planning, initiation and execution of the change and thus, assigns the work for the change.

Responsibilities

  • Gathers Change Related information
  • Creates Change Request
  • Assess, evaluate and set Risk for the Change
  • Create Change implementation plan
  • Propose Change schedule
  • Identify resources to implement the change and in some cases implements the change themselves
  • Communicate Change status and results
  • Attend CAB/XCAB meetings when necessary
  • Provide input to the Change Manager for the ongoing maintenance and improvement of the Change Management process

Change Implementer

Responsible for implementing the change submitted by the Change Submitter.

Responsibilities

  • Provide Change related information to the Change Submitter when necessary
  • Review Change Request for technical accuracy and feasibility
  • Attend CAB/XCAB meetings when necessary
  • Perform Change related activities documented in the Change Request to ensure the Change is implemented according to plan
  • Document closure activities in the Change record and completing the Change record
  • Escalate any deviations from plans to appropriate management (direct manager and change manager)
  • Provide input to the Change Manager for the ongoing maintenance and improvement of the Change Management process

Change Implementer Manager

Responsible for the changes submitted by the Change Submitter.

Responsibilities

  • Initial Approval of Change Requests
  • Review Change Request for technical accuracy and feasibility
  • Attend CAB/XCAB meetings when necessary
  • Provide input to the Change Manager for the ongoing maintenance and improvement of the Change Management process

CAB Members

A group that convenes in order to approve Changes and to assist in the scheduling and assessment of Changes. Members should be chosen who can ensure that both the business and technical viewpoint are being considered.

Responsibilities

  • Ensure that both the business and technical viewpoint is being considered
  • Review the Change Record for completeness and accuracy
  • Ensure that Customer, and Vendor viewpoints are considered, as appropriate
  • Provide input to the Change Manager for the ongoing maintenance and improvement of the Change Management process

Executive CAB Members

A group that convenes in order to approve high risk Changes and to assist in the prioritization and assessment of Changes. Members should be chosen who can ensure that both the business and technical viewpoint are being considered.

Responsibilities

  • Attend XCAB walkthrough for Risk Level 1 changes
  • Ensure that both the business and technical viewpoint is being considered
  • Review the Change Record for completeness and accuracy
  • Ensure that Customer, and Vendor viewpoints are considered, as appropriate
Change Management