Change Management

Objective

Our goal is to manage changes effectively, minimizing disruptions to services while maintaining stability and ensuring that all IT services continue to operate smoothly and securely.

Scope

This initiative covers all IT services, including both internal IT teams and external IT providers, ensuring that any changes made to systems, processes, or services are properly managed and aligned with organizational objectives.

Main activities

Main roles & responsibilities

Change Requester: The individual or team requesting the change to IT services.
Change Reviewer: Responsible for assessing the change request and determining if it’s feasible and aligned with business goals.
CAB (Change Advisory Board): A group that reviews and approves normal major changes, ensuring alignment with business strategy and assessing risk.
eCAB (Emergency Change Advisory Board): A subgroup of CAB that handles emergency changes that require expedited approval and action.
SCC (Standard Change Control): A group that reviews and approves standardized changes that occur frequently or are pre-approved for routine execution.
Change Process Manager: Oversee the entire change process, ensuring that changes are carried out according to defined procedures and policies.

Useful contacts

Change Reviewers: This will be a list of Delivery Managers (DMs) or key contacts, with a designated Single Point of Contact (SPOC) for each domain or platform. These reviewers will ensure that change requests align with their respective areas of responsibility.

Change Process Manager: Assia Jabri – responsible for overseeing the overall change management process.