Guest user Created: Sep 07, 2017 Last commented: Sep 07, 2017

Change in Production environment as part of Incident Management process

ITIL & ISO 20000

Incident management team is usually busy in restoring affected service in shortest possible time and so they cannot afford to raise a Change Request and wait for Change Advisory Board (CAB) approval prior to implementing necessary change in production environment as part of work around solution. In this context, please advise whether a "change" in production environment can be done as part of incident Management process without having to raise a Change Request and wait for approval from Change Advisory Board (CAB).

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Branimir Valentic Sep 07, 2017

Answer:
There are several issues here.
Not all changes are the same, meaning - changes have (or at least) should have different categories. So, not all changes need to be approved by change management. See the article:
"Elements of Change Management in ITIL" https://advisera.com/20000academy/blog/2013/04/23/elements-change-management-itil/
Changes you mention, from production environment, are changes on some service that is not yet in live environment. In that case - you can set different change procedure that is quicker and n ot that formal as for the services in live environment.
This webinar can also help you: "An overview of the ITIL Change Management Process" https://advisera.com/20000academy/webinar/an-overview-of-the-itil-change-management-process-free-webinar-on-demand/
And, finally, you are free to decide which changes will be a subject of formal approval, via CAB. Consider risks and costs while making that decision.

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Sep 07, 2017

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