《（流程管理）某跨国公司变更管理流程设置》由会员分享，可在线阅读，更多相关《（流程管理）某跨国公司变更管理流程设置（51页珍藏版）》请在金锄头文库上搜索。
1、ABB IS Service & Supply IntegrationChange ManagementProcess Operations ManualWe reserve all rights in this document and in the information contained therein. Reproduction, use or disclosure to third parties without express authority is strictly forbidden. ABB Ltd; 2017Contents1.Introduction61.1Purpo
2、se of the document61.2Audience62.Change Management process62.1Definition62.2Scope62.3Process Inputs and Outputs72.4Related Processes72.5Process Objectives72.6Roles and Responsibilities82.7Principles and Policies122.8Change Types122.9Environment Scope162.10Change Creation162.11Approvals172.12Change E
3、valuation and Assessment182.13Change Planning202.14Lead Time242.15Change Development242.16Change Testing242.17Change Priority252.18Change Outages252.19Change Freeze262.20Change Advisory Board (CAB)262.21Emergency Change Procedure322.22Post Implementation Review342.23Change Closure342.24Notifications
4、352.25Change Management Process Flows & Workflows362.26ADONIS Level 4 Process Flow362.27SNOW Workflows per change type373.Reporting (KPIs + SLAs)494.Tower Specifics504.1EUC504.2EUS504.3Core Software Platform (CSP)504.4Network505.Stakeholders506.Templates506.1RFC Template506.2Functional Specification
5、506.3Change Test Results516.4Implementation plan516.5Backup Plan516.6Point of No return details516.7Communication Plan516.8Backout plan516.9CAB Readiness Checklist516.10CAB Agenda & Minutes516.11Deployment Verification Plan516.12Post Implementation Review516.13Weekly CAB meetings517.Vocabulary528.Ex
6、ternal References538.1Process Policy Document Change Management538.2Change Management workflows in SNOW538.3Change Management Stakeholders list531. Introduction1.1 Purpose of the documentThe purpose of this document is to explain Change Management process defined and implemented within ABB IS RUN. I
7、t describes definitions, scope, policies, activities, roles & responsibilities and many other practicalities that will help understand and run Change Management process from operational perspective. This document outlines the operating guidelines for daily activities and processes used by all Change
8、 Management stakeholders.1.2 AudienceThis document is intended to be used by ABB IS RUN personnel and Service Suppliers. Specifically Service Suppliers will be responsible to align their internal working practices to this document in regards to handling Changes.2. Change Management process2.1 Defini
9、tionA Change is defined as the addition, modification or removal of an authorized, planned or supported service or Configuration Item (CI). Changes may occur due to introduction of a new service, modification to an existing service or termination of an existing service in an IT Infrastructure or for
10、 fixing a problem in an existing system.Change Management helps organizations understand and work to minimize risks of changes to the IT environment. It is essentially a process for managing the people-side of change. 2.2 ScopeChange Management process can be used to track and manage all IT infrastr
11、ucture changes. A software application change may include enhancements/modifications to existing applications to address identified problems, address business needs or any other requirement. Similarly a hardware change may include changes to computing devices, network components, storage devices and
12、 other hardware Configuration Items (CI) to replace malfunctioning hardware, increase hardware capacity or other requirements. In other words, changes to all Configuration Items will be governed by this process. 2.3 Process Inputs and OutputsUpdated CMDBPIR ReportsApproved and ImplementedChange Docu
13、mentationOther ProcessesPIR ReportsBusiness RequirementsChange PoliciesCI Data from CMDBChange Management process2.4 Related ProcessesProcess Input to Change Management Output from Change Management Incident Management Trigger for Change Report on incidents arising out of the failed changes Approval
14、s, Risk Assessment and control of change required to be implemented for incident resolution.Problem Management Trigger for Change Report on problems arising out of the failed changes Approvals, Risk Assessment and control of change required to be implemented for problem resolution.Service Asset andC
15、onfiguration Management CI Verification Information on changes to CIs for updates of CMDBKnowledge Management Input for process improvement Change Reports Service Catalogue Management Service Requests Updates to Service CatalogueTable 1Related Processes2.5 Process ObjectivesThe goal of Change Management process is to maintain the integrity of the controlled IS environment. Change Management is the
