Change management is prominently featured in ITIL because your tech product or service can change on a dime. Market conditions, service changes, internal changes (yes, other divisions are your customer) can generate change requests. How do you as a service change manager review these changes? By using the 7Rs of ITIL change management. The 7Rs are change management are: raised, reason, return, risk, resources, responsible and relationship. Below is additional breakdown of the questions that you should ask regarding whether or not to accept that specific change into your product or service.
Who raised the change? – sponsor, customer, internal division
What is the reason for the change? – the reason has to bring the company and/or customer value when creating the new product/service
What is the return required from the change? – There has to be a business return, a return on investment of making this change.
What are the risks involved in the change? – Map out the positive risks (opportunities) and negative risks (threats) for each change.
What resources are required to deliver the change? – do already have these resources? Do you need to pay money from external sources (other vendors, affiliates, third-parties) to deliver this change?
Who is responsible for the build, test and implementation of the change? – in ITIL and RACI (responsible, accountable, consult, inform) someone has to be responsible for ensuring that the change is built, tested, and implemented correctly.
What is the relationship between this change and the other changes? – Change doesn’t happen in a vacuum. Change is dynamic not static. This change can possibly affect all of the current changes that you’ve made up until now. You can also do an impact analysis to evaluate how the change will impact the other corresponding products/services, customers and the company.
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