Information Technology Change Management Process steps for Emergency changes

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Step 1  
Customer contacts Service Desk (SD) with an Emergency Request for Change 
  • Customer has a request for an emergency change and contacts the SD.
  • RFC ticket is filled out by SD but this is not required to be done before expedited change request is communicated to Change Manager.
Step 2
SD contacts the Change Manager via telephone or in person
  • Because this is an emergency change the Change Manager is not required to wait for ticket # although one is assigned.
  • SD contacts Change Manager immediately with emergency request.
Step 3
Change Manager immediately does a review of Emergency Change Request. 
  • The Change Manager contacts the customer and learns more about the emergency RFC to determine if it is indeed an emergency.
  • If it is not an emergency Change Manager communicates this to SD.
  • The SD informs the customer of the Emergency RFC status.
Step 4
Change Manager determines RFC is an emergency and calls Emergency Change Advisory Board (ECAB) together
  • The Change Manager immediately plans an ECAB meeting inviting those who will be able to assist in the evaluation of this particular change.  
  • This meeting may be run by telephone or email or in person.
  • Because there is not a chance to do a detailed pre-assessment, Emergency Change Advisory Board members must be ready to draw on their area of expertise in the decision to apply this emergency change.
Step 5
Emergency Change Advisory Board (ECAB) Assessment occurs
  • ECAB members each decide whether or not they will support this change and are prepared to argue their case.
  • Assessment is done as quickly as possible for risk and impact of the change to the business.
  • It is also determined by Emergency Change Advisory Board when the best time to make the emergency change is.
  • It is determined who will apply this change and contact is made with that resource to schedule the change.
  • Based on the quick assessment of risk and impact the ECAB in consensus determines whether or not the change should be applied.
Step 6
Emergency Change is implemented in production
  • If ECAB authorized, the emergency RFC gets applied directly to production after testing as much as the circumstances allow.
  • The Emergency RFC is applied during the window determined by ECAB.  (Emergency changes may be applied outside pre-determined Information Technology Change Management change windows).
  • The Service Desk informs the customer of the RFC status.
Step 7
The Configuration Management System is updated for all the Configuration Items within the RFC

Step 8
Post implementation review is conducted at the next scheduled ECAB meeting