| 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
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
