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Chapter 6 ■ Service Transition
It is critical for the change owner to present the complete change to the CAB, with
all the possible details. This will help the CAB decide on authorization to proceed with it.
The CAB has the authority to ask for additional information to be gained, additional tests
to be conducted and presented back to them, and to ask that changes be rescheduled. In
some cases, the CAB can reduce the scope of the change to ensure minimal impact, for
business and technical reasons.
6.4.1.7 Lifecycle of a Normal Change
This section will explain the normal change process. Of the three types of changes
(normal, emergency, and standard), the normal change process is elaborate, lengthy, and
contains the most elements of the change management process.
Figure 6-2 indicates a typical workflow for the normal change management process.
At first glance, it looks complicated, but as I break it down, you will understand that it is
logical, and perhaps this will give you insight on how changes are recorded, approved,
and implemented. The blue boxes indicate process activities and the yellow boxes
indicate the people/team who is responsible for carrying out the activity.
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