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Change Management user roles

The following table describes the responsibilities of the Change Management roles.

Change Management user roles
Role Responsibilities

Change Approver
  • Uses the Service Management tool or Change Advisory Board to approve or deny Change when requested.
  • Facilitates Emergency Change Advisory Board (E-CAB) meetings.

Change Coordinator
  • Registers changes and applies the correct change model and change detail.
  • Schedules changes according to the plan created previously.
  • Creates the change tasks for building, testing, and implementing a change.
  • Coordinates the Risk and Impact Analysis phase of the change and creates change plan based on the assessment information.
  • Verifies if the change has passed the test criteria.
  • Verifies if the change is implemented successfully in the production environment.
  • After implementation, evaluates the change and closes the request.
  • If a change implementation fails, the coordinator activates a back-out plan to return the system to its original state.

Change Owner
  • Assesses the validity of the RFC and involves in risk assessment.
  • Performs post implementation review and responsible for closure of change.
  • Responsible for convening the ECAB members for Emergency Change approval.
  • Coordinates with the experts within change process for Build and Test activities. Reviews, revises, and updates schedule for Emergency and Standard Changes.
  • Plans, receives, and reviews RFC for approvals.
  • Generates CMDB updates to be submitted to Service Asset and Configuration Management for processing.

Change Manager
  • Reviews all changes after the Plan and Schedule phases and forwards them to the right Change Approver.
  • Organizes Change Advisory Board meeting if necessary.
  • Updates the change after approval.
  • Periodically reviews changes in a Post Implementation Review; determines and executes follow-up actions.
  • Coordinates all activities in case the Emergency Change Handling process is triggered.

ECAB
  • Validates that the Emergency Change is truly an emergency (based on emergency change criteria).
  • Ensures the RFC for Emergency Change is complete.
  • Ensures the RFC for Emergency Change receives appropriate approval (based on the Change Management Policy).
  • Makes the final decision that the resolution being implemented to correct the production issue is the best option for the situation.
  • Ensures the Emergency Change is reviewed by the CAB, post implementation.

Technical Change Advisory Board (TCAB)
  • Responsible for analyzing and reviewing the risk and impact of change request.
  • Authorizes, disapproves, or requests more information for each Normal Major change request.
  • Ensures all Normal Major changes are adequately assessed and prioritized.
  • When requested, participates in Change Post Implementation Reviews.

Deployment Change Advisory Board (DCAB)
  • Reviews the Build and Test results and approves, abandons, or rejects them. If the Build and Test results are approved, the DCAB reviews and updates the implementation schedule and authorizes the Normal Change implementation to begin.
  • Participates in scheduling and coordination of the change.
  • When requested, participates in Change Post Implementation Reviews.