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- Data Center Management
- Process
- Change and problem review
Change and problem review
A planned change needs a service, summary, risk, scheduled start and end, and rollback plan before approval. A problem investigation has a different purpose: give a named owner to the longer search for a service issue's root cause. The Service Manager may review both at the same time, but their decisions and records stay separate.
Step by step
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Problem ownership Service Manager
The Service Manager names the owner and service for the investigation.
- Name investigation owner
- Updates Problems, Services, People
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Change draft Change Manager
The Change Manager describes work against the affected service.
- Describe planned work
- Updates Changes, Services
-
Window planning Change Manager
The manager records risk, both scheduled dates and a rollback plan.
- Record risk, dates and rollback
- Updates Changes
-
Change review Change Manager
Entering review checks those controls; a complete plan advances to approved and an incomplete plan stays in review.
- Check controls; advance to Approved or retain Review
- Updates Changes
-
Implementation Service Technician
The Service Technician performs approved work in the planned window.
- Record Implementing or rolled back
- Updates Changes
-
Verification Change Manager
The Change Manager records the observed outcome; the problem owner updates root-cause findings.
- Record Verified outcome and findings
- Updates Changes, Problems
Who does what
Roles and permissions- Change Manager
- , Service Manager, Service Technician, Incident Coordinator.
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