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Implementation guidance

The header page and this section, up to and including Disclaimer, must be removed from the final version of the document. For more details on replacing the logo, yellow highlighted text, and certain generic terms, see the Completion Instructions document.

Purpose of this document

This document sets out the change management process including flowchart, activities, reporting and roles and responsibilities.

Areas of the ITIL® Framework addressed

The following areas of the ITIL Framework are addressed by this document:

• Service Transition: Change Management

General guidance

The introduction of more formal change management can be traumatic for an organization and is sometimes met with resistance. As with all of the ITIL processes, the key is to try to establish ownership of the process by those that are needed to make it work. Other important aspects of the approach are to ensure that there are clear roles defined and that the tools used to record and process changes are understood by those involved.

There will be a need to establish a more proactive planning culture amongst those raising changes and you may need to manage down the number of emergency changes raised over time.

Review frequency

We would recommend that this document is reviewed annually.

Document fields

This document may contain fields which need to be updated with your own information, including a field for Organization Name that is linked to the custom document property “Organization Name”.