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ITIL :: View topic - Emergency Change Process
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Emergency Change Process

 
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Ailton
Newbie
Newbie


Joined: Jan 09, 2008
Posts: 2

PostPosted: Wed Jan 09, 2008 11:29 pm    Post subject: Emergency Change Process Reply with quote

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
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Ed
Senior Itiler


Joined: Feb 28, 2006
Posts: 411
Location: Coventry, England

PostPosted: Thu Jan 10, 2008 12:24 am    Post subject: Reply with quote

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
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Timo
Senior Itiler


Joined: Oct 26, 2007
Posts: 295
Location: Calgary, Canada

PostPosted: Thu Jan 10, 2008 2:36 am    Post subject: Reply with quote

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
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Ailton
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Newbie


Joined: Jan 09, 2008
Posts: 2

PostPosted: Thu Jan 10, 2008 3:36 am    Post subject: Reply with quote

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
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dboylan
Senior Itiler


Joined: Jan 03, 2007
Posts: 189
Location: Redmond, WA

PostPosted: Thu Jan 10, 2008 5:21 am    Post subject: Reply with quote

Refer to Figure 8.5 in the ITIL Service Support book.
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