Emergency Change Process

[Ailton]

Hi Guys,

My name is Ailton Teixeira and now I am in charge of Americas Change Manager. This is my first time here and I am looking for any help regarding the Emergency Change Process (Documentation, Flow, presentation) where I can review and posteriorly add in our current Change Management Process.

I really will be very thankful for any help.

Ailton Teixeira
Americas Change Manager

[Ed]

Hi Ailton

Your Emergency Change Process should effectively be the same as your Normal Change Process.

Whilst you may cut down the testing that you require, and the Emergency CAB may be a smaller collection of people, and you may allow retrospective documentation, the process is still the same.

Regards

Ed

[Timo]

Hi Ailton,

your procedures for emergency change might be slightly different than your regular change process. In the organizations where we've implemented change the main concern about emergency changes is the response and resolution time. Hence less "red tape" is required to ensure emergency issues are resolved quickly and without introducing new incidents.

That being said you still need to control EC's very tightly and I would recommend that there is a EC Coordinator role in place (could be done by a Change Manager) to ensure proper implementation of emergency changes.

From experience, most organizations will cut on testing (not eliminate, but only do the bare minimum to ensure functionality and operability) and proper review by a full CAB.

Hope this helps.

Michale

[Ailton]

Thank you Guys,

But I really need any documentation regarding Emergency changes, we need add one specific topic in our current Change Management process due the lack of one escalation process and sometimes there is not how to measure the impact caused by downtime windows in the shopfloor.

I expect some specific documentation with simple flowchart for emergency change.

Thank you so much.

Ailton Teixeira
Americas Change Manager

[dboylan]

Refer to Figure 8.5 in the ITIL Service Support book.