【正文】 Change Management Service Management Function Published: June 20xx Reformatted: January 20xx For the latest information, please see C hange Management ii The information contained in this document represents the current view of Microsoft C orporation on the issues discussed as of the date of publication. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a mitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information presented after the date of publication. This document is for informational purposes only. MICROSOFT MAKES NO WA RRANTIES, EXPRESS, IMPLIED O R STATUTORY, A S TO THE INFORMATION IN THIS DOCUMENT. C omplying with all applicable copyright laws is the responsibility of the user. Without limiting the rights under copyright, this document may be reproduced, stored in or introduced into a retrieval system, or transmitted in any form or by any means (electronic, mechanical, photocopying, recording, or otherwise), but only for the purposes provided in the express written permission of Microsoft Corporation. Microsoft may have patents, patent applications, trademarks, copyrights, or other intellectual property rights covering subject matter in this document. Except as expressly provided in any written license agreement from Microsoft, the furnishing of this document does not give you any license to these patents, trademarks, copyrights, or other intellectual property. Unless otherwise noted, the example panies, anizations, products, domain names, e mail addresses, logos, people, places, and events depicted herein are fictitious, and no association with any real pany, anization, product, domain name, address, logo, person, place, or event is intended or should be inferred. ? 20xx Microsoft C orporation. A ll rights reserved. Microsoft, A ctive Directory, InfoPath, NetMeeting, O utlook, V isio, and Windows are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. The names of actual panies and products mentioned herein may be the trademarks of their respective owners. Service Management Function iii Contents Executive Summary ............................................................................................... 1 Introduction ........................................................................................................... 3 What’s New? ........................................................................................................3 Feedback .............................................................................................................3 Change Management Overview ............................................................................ 5 Goal and Objectives .............................................................................................5 Key Definitions .....................................................................................................5 Processes and Activities ........................................................................................ 7 Process Flow Summary.........................................................................................7 Change Request ...................................................................................................9 Create a Request for Change ........................................................................11 Submit the RFC for Approval ........................................................................14 Screen RFC ..................................................................................................14 Summary .....................................................................................................15 Change Classification..........................................................................................15 Set RFC Priority ............................................................................................16 Set RFC Category .........................................................................................17 Summary .....................................................................................................18 Change Authorization .........................................................................................19 Authorize Standard Changes.........................................................................20 Authorize Minor Changes ..............................................................................20 Authorize Significant and Major Changes ......................................................22 Authorize Emergency Changes .....................................................................28 Summary .....................................................................................................31 Change Development .........................................................................................31 Schedule Change..........................................................................................33 Appoint Change Owner .................................................................................34 Change Development Methodology ...............................................................34 Summary .....................................................................................................37 Change Review ..................................................................................................38 Monitor Change in Production Environment ...................................................39 Hold PostImplementation Review ................................................................39 Summary ........................................................................................