【正文】 g a single switch, or is it a plete overhaul of the work? The answers to such questions determine the category of the change. As with priorities, the decision of what constitutes each category of change is determined by the individual anization. As a suggestion, the following categories have been used effectively in other anizations. ? Major. A change where the impact on the group could be massive—for example, a departmental or corporatewide change, or a workwide or servicewide change. ? Significant. A change where the effect is widespread, but not massive—for example, a change affecting a group within a department or a specific group of CIs. ? Minor. A change affecting small numbers of individuals or CIs—for example, a change to a printer used by a department consisting of just a few members. ? Standard. A change that has been performed before and is part of the operational practice of the business—for example, an update to a user profile. As with the change priority, the change category is also tied to the specific anization. A change affecting a particular department may be deemed significant in some anizations but may only be considered a standard category in another anization in which that department is regarded as less critical to the business. The same is true for changes to the delivery of specific services or the use of certain products. The information for defining the categories should be gathered from the Service Role Cluster, service catalog, and Service Level Management SMF. One category of change that needs special attention, however, is called a standard change in this guide. A standard change falls at the bottom of the category scale in that its impact is low in terms of effect on users or infrastructure. The effort required to implement it is also relatively small and its risk to the environment is correspondingly low. 14 C hange Management A set of standard changes and standard procedures for implementing them is normally predefined by the change advisory board (CAB). This set of standard changes can be automatically approved without needing to be voted upon by the CAB or the change manager, thereby taking a shorter route through the change approval process. Only changes that fall into the predefined standard set can be classified as such. Examples of standard changes include regularly scheduled maintenance, frequently performed administrative tasks (such as profile changes), and lesser service requests. 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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