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Chapter 6 ■ Service Transition
• IT service continuity management: Although IT service continuity
management works mostly in the background and gets under
way during disasters, it has a significant linkage with the change
management process. Any major change involving design
modifications calls for a revision or review of IT service continuity
plans, procedures, and work instructions. IT service continuity
has a permanent seat at the CAB for changes involving design
changes. In every change meeting, this criterion needs to be
assessed for potential changes in IT service continuity actions.
• Capacity management: Similar to IT service continuity
management, capacity management needs to be in play for major
changes and changes involving adding, removing, or modifying
capacity levels. Suppose an upgrade to a technology is being
proposed, one of the mandatory checks would be from the
capacity management process to assess capacity requirements
and to ensure required capacities are available.
• Information security management: As indicated earlier, IT
security has a permanent seat in the CAB and is one of the
important stakeholders for change management to function.
Information security is most relevant in today’s world, and every
change performed has the potential to create loopholes and
vulnerabilities that could be exploited by hackers.
6.4.1.11 External Interfaces of Change Management
As mentioned earlier, change management is in the middle of all IT activities. This does
not necessarily mean that ITIL processes alone interact with the process, but they
interact and interface with a number of practices and frameworks in the projects and
programs world.
Changes have triggers and, generally, demands and new requirements come from
the business. The business has a similar change management process to govern the
business side of things. The two change management sectors, business change and
IT change, must talk to each other, pro-actively and regularly, to ensure that business
requirements get translated into IT changes.
There is yet another type of change management for managing organizational
changes, such as managing people, their behavior, and the changes that could
unsettle them. IT change management needs to interface with organizational change
management to ensure IT changes are accepted with open arms.
Suppliers play a major role in IT organizations today. Often, changes performed at
the IT service provider end impact the supplier and vice versa. Therefore, it is necessary
that the supplier change management process conforms to the IT change management
process and policy controls.
In any organization, you have project lifecycles dictated by Project Management
Institute (PMI) and Prince2 frameworks. Then you have the service management
framework based on ITIL. The amalgamation between the frameworks is in the
change management process. For example, a new software developed using the PMI
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