Change Management Roles

The following roles (or actors) are available in the Change Management process app.

Note: Users should be assigned to these roles in the Change Management and Change Proposal Management projects.

Adviser - This role is intended for members of the Change Advisory and Emergency Change Advisory boards.

Assess and approve RFCs and proposals
Approve emergency RFCs

Manager - This role ensures that standard procedures for change are followed. Other duties include:

Ensure efficiency and effectiveness of the Change Management process
Manage change management staff
Provide for continuous service improvement for change management
Conduct impact analysis on proposed changes
Schedule regular configuration item (CI) verification and audits
Produce KPI reports for management review
Manage Forward Schedule of Change conflicts
Conduct the Change Advisory Board (CAB) meetings on a regular basis
Maintain the change management system
Collaborate with other ITSM processes such as Problem Management, Issue Management, and Configuration Management

Implementer - This role is for change management staff who are responsible for implementing the change. Other duties include:

Own requests from implementation to closure
Ensure that prior approval has been granted before executing the change
Collaborate with requesters to implement the requested change
Inform change management staff of request status and resolution
Coordinate with release management staff to ensure that processes are followed
Provide post-implementation feedback during PIR (Post Implementation Review)

Requester - This role is for the users who will submit RFCs, providing the necessary details to the change implementers.

Administrator - This role is responsible for administering the Change Management process app, such as assigning users to roles or fixing SBM issues.