This document provides an introduction to IT change management based on ITIL best practices. It defines change as the addition, modification, or removal of anything that could affect IT services. The main purposes of change management are to maximize the number of successful changes by properly assessing risks, authorizing approved changes, and managing change schedules. It describes different types of changes and the roles and responsibilities involved in the change management process. It also provides examples of documentation used such as change request tickets, test plans and results, and post-implementation reviews. Finally, it discusses some common challenges faced with change management.

1. ITIL Indonesia – “An Introduction to: IT Change
Management”
ITIL Indonesia Jakarta, April, 21st 2021

3. CHANGE MANAGEMENT
A N I N T R O D U C T I O N
P R E P A R E D & P R E S E N T E D B Y
W I N I S E S A R I A R I W U
F O R I T I L I N D O N E S I A C O M M U N I T Y M E E T U P
2 1 A P R I L 2 0 2 1

4. AGENDA
An Introduction to Change Management
4
1
2
3
4
What is Change.
Introduction
Change Management Purpose, Type, Roles
& Responsibilities, Documentation,
Challenges.
Why Bother Manage It?
Summary.
Just Do It!
Let’s discuss.
Q&A

5. INTRODUCTION
01

6. Participant Census 6
An Introduction to Change Management
beginner practitioner spaceman

7. Change is
…
make (someone or something) different;
alter or modify
7
the addition, modification, or removal of
anything that could have a direct or indirect
effect on services
Source: Google Translate
Source: ITIL Foundation

8. WHY BOTHER
MANAGE IT?
02

9. Change
Management
Purpose
9
to maximize number of successful IT
changes by ensuring that risks have been:
properly assessed,
authorizing changes to proceed, and
managing the change schedule
Source: ITIL Foundation

10. CHANGE TYPE 10
An Introduction to Change Management
Frequent, low-risk, well understood
Pre-authorized
Initiated as Service Request /
operational change
Online periodic maintenance
Scheduled properly
Approved & assessed in peer level
and through Change Advisory Board
(CAB)
Triggered by request
Upgrade firmware version
Unplanned
Retrospective documentation, less
testing
Resolve serious incident
Hotfix due to Severity 2 incident

11. ROLES & RESPONSIBILITIES 11
An Introduction to Change Management
Prepare the documentation Submit Request for Change (RFC) Communicate to stakeholders
Assess the request &
Decide the change type
Scheduling the request Review & acknowledge
implementation status
Implement the request
without unexpected
service impact
Work with tester to
conduct sanity testing
Perform rollback plan if
required & ensure service
back to normal
Understand service impact
from the request
Provide approval when
solution already met the
expectation
Evaluate if request is
successfully implemented
or having unexpected
impact

12. TOOLS & DOCUMENTATIONS 12
An Introduction to Change Management
Unique number/code as identifier.
In larger-scale use, tools may require.
Change Request Ticket
Could be System Integration Testing /
User Acceptance Testing.
Pre-Activity Testing Result
Sanity test to proving the production
performance after changes applied.
Post-Activity Testing
Result
Document which contain
summary & details of change activities.
Method of Procedure Maintenance Notification
Broadcast progress & change result
to involved stakeholder.
Post Implementation
Review
A review to evaluate success and identify
if any improvement required

13. METHOD of PROCEDURE SAMPLE 13
An Introduction to Change Management
Main Components:
RFC Number
Requester Name
Change Title
Change Overview (including
background of activity)
Start until End Date and Time
Service impact
Expected result
CI / service impacted
Involved PiC & Contact
Step of Activities (including
prerequisite & rollback plan)
Testing Scenario
Supporting Documents

14. CHALLENGES YOU MIGHT FACING 14
An Introduction to Change Management
High-trust
Organizational Culture
Win-win
Relationship
between team
operational
team resource
budget knowledge
PLANNING PHASE
complaints
from peers
compliance pressure from
management
OPERATION PHASE

15. JUST DO IT!
03

16. SUMMARY 16
An Introduction to Change Management
the addition, modification, or removal of
anything that could have a direct or
indirect effect on services
Change is
Change Type
to maximize number of successful IT
changes by ensuring that risks have been:
properly assessed,
authorizing changes to proceed, and
managing the change schedule
Change
Management
Purpose
High-trust
Organizational Culture
Win-win
Relationship
between team
Embrace the
Challenges
tools
documentation
roles &
responsibilities
Change
Requirement

17. THANK YOU
H O P E I T U S E F U L 
A N I N T R O D U C T I O N T O C H A N G E M A N A G E M E N T
W I N I S E S A R I A R I W U
F O R I T I L I N D O N E S I A C O M M U N I T Y M E E T U P
2 1 A P R I L 2 0 2 1

18. What type of change is most likely to be managed by the Service Request management practice?
a. A normal change
b. An emergency change
c. A standard change
QUIZ 18
An Introduction to Change Management
Which is the best example of an emergency change?
a. Update annual license in a core server
b. Critical security patch to a core application
c. New data package launch
Which documentation showing the summary & details of change request?
a. Deployment Plan
b. Service Catalogue
c. Low Level Design

19. Stay Connected With Us!
ITIL Indonesia
(t.me/itil_id)
ITIL Indonesia @itil_id
ITIL Indonesia
ITIL Indonesia
@itil_indonesia
ITIL Indonesia

20. Thank You!