it-change-management-process

name	it-change-management-process
enabled	true
description	Use when performing it change management process — iTIL-aligned change management process covering change request submission, risk assessment, CAB review, approval workflows, implementation planning, and post-implementation review. Ensures all IT changes follow a controlled process to minimize risk and service disruption.
required_connections	[{"prefix":"itsm","label":"ITSM Tool (ServiceNow, Freshservice, etc.)"}]
config_fields	[{"key":"change_title","label":"Change Title","required":true,"placeholder":"e.g., Upgrade production database to PostgreSQL 16"},{"key":"change_type","label":"Change Type (standard/normal/emergency)","required":true,"placeholder":"e.g., standard, normal, emergency"},{"key":"requested_by","label":"Requested By","required":true,"placeholder":"e.g., Jane Smith, Platform Team"},{"key":"target_date","label":"Target Implementation Date","required":true,"placeholder":"e.g., 2026-04-15 02:00 UTC"},{"key":"affected_services","label":"Affected Services","required":false,"placeholder":"e.g., payment-api, user-auth, database-cluster"}]
features	["HELPDESK"]

IT Change Management Process

Change: {{ change_title }} Type: {{ change_type }} | Requested by: {{ requested_by }} Target Date: {{ target_date }} | Affected: {{ affected_services }}

Change Type Definitions

Type	Description	Approval Required	Lead Time
Standard	Pre-approved, low-risk, routine	Pre-approved (no CAB)	24 hours
Normal	Requires assessment and approval	CAB approval	5 business days
Emergency	Critical fix, cannot wait for CAB	Emergency CAB (expedited)	ASAP

Step 1 — Change Request Submission

• Complete change request form:
  • Title: {{ change_title }}
  • Description: detailed technical scope
  • Business justification
  • Affected services: {{ affected_services }}
  • Requested implementation date: {{ target_date }}
  • Expected duration
  • Requestor: {{ requested_by }}

Step 2 — Risk Assessment

Impact & Risk Matrix

RISK ASSESSMENT
━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━
Impact:
  [ ] Low — Single user/non-critical system
  [ ] Medium — Department or non-critical service
  [ ] High — Organization-wide or business-critical service
  [ ] Critical — Revenue-impacting or security-related

Probability of Failure:
  [ ] Low — Routine, well-tested, done many times
  [ ] Medium — Some complexity, tested but not routine
  [ ] High — Complex, first-time, multiple dependencies

Risk Level = Impact x Probability:
  [ ] Low Risk → Standard approval
  [ ] Medium Risk → Manager + CAB approval
  [ ] High Risk → CAB + Director approval
  [ ] Critical Risk → CAB + VP/CTO approval

Pre-Implementation Checklist

• Change tested in non-production environment
• Rollback plan documented and tested
• Backup of affected systems completed or scheduled
• Communication plan prepared for affected users
• Maintenance window scheduled ({{ target_date }})