To ensure changes to CIs are planned, approved, implemented and reviewed in a controlled manner to avoid adverse impact of changes to services or the customers receiving services

• Set up a tool (e.g. ticket / workflow tool) supporting the recording and handling (including classification, evaluation, approval, implementation, post implementation review) of requested and approved changes.
• Define a standardized and repeatable way of recording requests for changes (RFCs) and resulting approved changes that specifies the sources and channels through which RFCs may be raised, the required format of an RFC, and the way in which the RFC is recorded in the recording system.
• Define the criteria for identifying emergency changes, as well as a standardized and repeatable way of dealing with emergency changes from recording to closure, including an emergency change review.
• Identify well-known and recurring changes (standard changes), and for each of them describe, where required, the concrete steps to be carried out in order to manage the respective change effectively from recording to closure (including the steps for implementing the change and ensuring adequate traceability and documentation).

• Requests for changes (RFCs)
• Information on planned releases and deployments

• Manage changes
  
  • Record an RFC
  • Classify an RFC
  • Evaluate an RFC
  • Approve a change
  • Implement a change
  • Perform a post implementation review
• Maintain the list, descriptions and step-by-step workflows for well-known and recurring changes (standard changes)
• Maintain the schedule of changes

• Change records
• Up-to-date schedule of changes
• Post implementation review reports
• Up-to-date list of (pre-defined) standard changes and step-by-step-workflows for handling them