Change Management
8.8 Change Management
8.8.1 Change Types
| Type |
Definition |
Approval |
Lead Time |
| Standard |
Pre-approved, low risk |
None |
Same day |
| Normal |
Scheduled, assessed risk |
CAB |
5 business days |
| Emergency |
Urgent, to fix P1/P2 |
Emergency CAB |
Immediate |
8.8.2 Standard Changes (Pre-Approved)
| Change |
Procedure |
Owner |
| Add new user |
8.2.4 |
Help Desk |
| Remove user |
8.2.5 |
Help Desk |
| Add/remove phone |
6.6 |
Help Desk |
| Change user extension |
8.2.6 |
Help Desk |
| Reset voicemail PIN |
8.6.11 |
Help Desk |
| Update call forward |
User self-service |
User |
| Add hunt group member |
Voice Eng |
Voice Eng |
8.8.3 Normal Change Process
Procedure: Submit Change Request
| Step |
Action |
Owner |
| 1 |
Submit change in ServiceNow |
Requestor |
| 2 |
Include: Description, Impact, Rollback |
Requestor |
| 3 |
Risk assessment |
Voice Eng |
| 4 |
Schedule maintenance window |
Voice Eng |
| 5 |
CAB review and approval |
CAB |
| 6 |
Notify affected users |
Comms |
| 7 |
Implement change |
Voice Eng |
| 8 |
Validate change |
Voice Eng |
| 9 |
Close change record |
Voice Eng |