The management of change to the service infrastructure including service assets, configuration items and associated documentation, be it via request for change (RFC), emergency changes, incidents or problems, providing effective control and treatment of risk to the availability, performance, security and compliance of the business services impacted.
Level 1 Follow
Documents changes based on requests for change. Applies change control procedures.
Level 2 Assist
Develops, documents and implements changes based on requests for change. Applies change control procedures.
Level 3 Apply
Assesses, analyses, develops, documents and implements changes based on requests for change.
Level 4 Enable
Develops implementation plans for dealing with more complex requests for change, evaluates risks to integrity of infrastructure inherent in proposed implementations, seeks authority for those activities, reviews the effectiveness of change implementation, suggests improvement to organizational procedures governing change management. Leads the assessment, analysis, development, documentation and implementation of changes based on requests for change.
Level 5 Ensure, advise
Sets the organization’s policy for the management of change in live services and test environments, and ensures that the policy is reflected in practice.
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