ITIL defines a change as “the addition, modification or removal of anything that could have an effect on an IT service” and the Change Management (CM) process is responsible for “controlling the lifecycle of all changes, enabling beneficial changes to be made with minimum of disruption to IT services”. The change management process has several points at which a decision has to be made whether to continue or not. Generally, all changes will be evaluated before they are transitioned but only major changes (significant) require a formal process for that, which is the ITIL Change Evaluation (CE). The change evaluation process should provide at every point of decision of the CM process the most appropriate information.
The first step in the CE process is to create a plan of the evaluation – supported by EriZone through the Evaluation Performance Plan form where details of the test plan and Service Design Package (SDP) can be recorded.
Then comes the step supporting the CM assessment and evaluation.
What is required from the CE process is:
At the next go/ no-go step of the CM process (authorization to deploy) the CE process should make available an evaluation of the actual performance of the change at that point taking into consideration also the outputs from the Service Validation and testing process. In EriZone that step is supported using again the modules Evaluation Performance and Evaluation Performance Result.
The CE process terminates when the change is completed, providing to the CM process a detailed evaluation report to be used during the closing step of the CM process where the review of the actual performance, the outcomes and the benefits of the change is done (Post Implementation Review). In EriZone the Evaluation Performance module can be used to record the actual performance of the deployed change and the detailed evaluation report is also available.