【正文】 .........42 Roles and Responsibilities................................................................................... 43 Change Initiator .................................................................................................43 Change Manager ................................................................................................44 iv C hange Management Change Owner ...................................................................................................44 Change Advisory Board ......................................................................................45 CAB Membership ..........................................................................................45 CAB Responsibilities .....................................................................................45 Change Advisory Board Emergency Committee ...................................................46 IT Executive Committee .....................................................................................46 Relationship to Other SMFs ................................................................................. 49 Appendix: Remended Technologies............................................................. 51 1 Executive Summary The IT environment is a dynamic one, constantly changing in response to changing business needs, the availability and introduction of new technologies, as well as normal business growth. The IT environment is also extremely plex, containing many interdependencies (often on a global scale) that have bee increasingly crucial for the basic survival of a business. For these reasons, anizations require a disciplined process that can introduce required changes into this environment with minimal disruption to ongoing operations. The Change Management service management function (SMF) is designed to do this. The anizational and infrastructural changes subject to this process include hardware, software, system ponents, services, documents, and processes—anything deliberately introduced into the IT environment that could affect its functioning. Often these will be reflected in the service level agreements (SLAs) existing between the IT department and the business it serves. (Note that this management process does not include changes to operational roles and responsibilities of IT personnel.) IT personnel and named groups (who play welldefined roles) carry out the change management function, which can also be enhanced by use of technology. This SMF guide for change management has been created in line with the processes and best practice successes that have been observed internally within Microsoft and externally with our partners and clients. Effective change management as described within this guide will enable anizations to optimize business benefit from changes to their IT environment while minimizing availability issues, costs, and risks to the production environment. 2 Introduction This guide provides detailed information about the Change Management service management function (SMF) for anizations that have deployed, or are considering deploying, Microsoft technologies in a data center or other type of enterprise puting environment. This is one of the more than 20 SMFs defined and described in Microsoft174。 Operations Framework (MOF). The guide assumes that the reader is familiar with the intent, background, and fundamental concepts of MOF as well as the Microsoft technologies discussed. An overview of MOF and its panion, Microsoft Solutions Framework (MSF), is available in the MOF Service Management Function Overview guide. This overview also provides abstracts of each of the service management functions defined within MOF. Detailed information about the concepts and principles of each of the frameworks is also available in technical papers at What’s New? Since the release of the first version of this guide, we have received valuable feedback from our partners and clients regarding their experiences with change management, which has led us to revise some areas of the Change Management SMF. This new version focuses less on the technology used to manage and develop changes, and more on the fundamental principles for implementing a successful change management system within an anization. These fundamental principles include the application of a more transparent change classification system and a simplified authorization process, as well as the incorporation of a lessplicated, embedded release management process. Our partners and clients have informed us that alterations to these areas of change management will enable them to deliver better value from their IT infrastructure. Feedback Please direct any questions or ments about this SMF guide to . 3 Change Management Overview This chapter discusses the goal and objectives of the Change Management SMF and defines the key terms used in its processes. Goal and Objectives The goal of the Change Management SMF is to provide a disciplined process for introducing required changes into the IT environment with minimal disruption to ongoing operations. To achieve this goal, the change management process includes the following objectives: ? To formally initiate a change through the submission of a request for change (RFC). ? To assign a priority and a category to the change after assessing its urgency and its impact on the infrastructure or end users. This assignment affects the speed at which the change will be addressed and the route it takes for authorization. ? To establish an efficient process for passing the RFC to a change manager and the change advisory board (CAB) for approval or rejection of the change. ? To plan the deployment of the change, a process that can vary immensely in scope and includes reviews at key interim mile