EXECUTIVE Summary: The objective of the Change Management process is to coordinate the implementation of necessary Changes to the ICT-Infrastructure while efficiency, transparent decision making and the agreed ICT Service Levels are secured.
1 Scope
The scope of this process is the ICT-Infrastructure as described in the Glossary of terms. The procedure starts when a Request for Change is passed on by the Incident Management process or when a user or the ICT Department register a Request for Change via the Intranet Web Forms and ends with the closure of a call.
2 Objective
The objective of the Change Management process is to coordinate the implementation of necessary Changes to the ICT-Infrastructure with none or minimal deviations of the agreed ICT Service Levels. Change Management uses a formalized standard way of receiving, assessing and implementing Changes in order to achieve and maintain that high level of quality in carrying out Changes.
3 Contents
Chapter 5 describes Change Management process (Process Flow).
Chapter 6 explains the different procedures per Stage of the Change Management process.
4 Definitions
Below the explanation of the terminologies used in this document is listed.
Helpdesk First line Support
Service Desk Second line and/or Third line Support
PC Desktop and/or laptop
Guideline To categorize a Non Standard Change as a Medium Non Standard Change a
Guideline is defined.
The Change must meet one of the four defined criteria to be categorized as a medium
Non Standard Change.
CAB-list The CAB-list is the overview of all open and new Medium and Major Non Standard
Changes of all Regions (Global).
The Global CAB approves these Changes and decides who will execute
these Changes depending on location and type of Change.
Regional CAB-list The Regional CAB-list is the overview of all open and new Minor Non Standard
Changes per Region.
The Regional CAB approves all Changes listed on the Regional CAB-list.
Local ICT Support of the Region executes these Changes.
The Global CAB does not need a copy of the Regional CAB-list.
5 Process flow
5.1 Flowchart
5.2 Relations with other processes
| Input | Process | Output |
| Information on Non Standard Changes | Incident Management | RFC’s |
| Feedback on status of RFC’sKnown errors | Problem Management | RFC’s |
| RFC’s | Configuration Management | Feedback on statusAdjusting status CI’sAdding new CI’s. |
| Non Standard Client software Changes | Release Management | Feedback on statusImplemented Non Standard Client Software Changes |
| Request to change the Service CatalogueReports on Change Management process | Service Level Management | RFC’s |
| Feedback on status of RFC’s | Availability Management | RFC’s |
Output column : Information that the process delivers to Change Management.
Input column : Information that the process gets from Change Management
6 Procedures
6.1 Procedure Register RFC
6.1.1 Flowchart
6.1.2 Start
A call received by the Helpdesk which was not identified as an Incident or a Service Delivery Request is classified as a Request for Change (RFC). At this moment the Change Management process starts.
RFC’s can only be entered by using the Web forms on the Intranet.
The following Web forms are available:
Accounts/rights/network:
- Employee (Add or Remove);
- Network account (Add or Remove);
- Business account (Add or Remove);
- Lotus Notes/I-RAS (Add or Remove);;
- LA rights (Add or Remove);;
- (Departmental) moves (Add or Remove).
Diskquota/Permissions:
- Change Mail/Diskquota;
- Change Project Drive;
- Change Colour Printer Permission.
Hardware:
- Standard Hardware (Add or Remove);
- Optional Hardware (Add or Remove);
- CAD Station (Add or Remove);
- Loan laptop;
- VM-ware.
Non Standard Services:
- Non Standard Change;
- Non Standard Telecom;
- Exclude PC from shutdown.
Software:
- Add software;
- Order Matlab & Toolboxes;
- Remove Software.
Telecom Services:
- Order Telecom Service (Add or Remove);
- Mutate Telecom Service (Mutate or Move);
- Order telecom Hardware;
- Loan GSM;
The Requestor receives a confirmation per e-mail. The RFC is received by the Helpdesk.
Note: This is not the confirmation with the Ticket number. The e-mail with Ticket number will be send to the Requestor when the RFC is registered by the Helpdesk.
6.1.3 Activities and decisions
| Description | Who | |
| 017.2.1 | Start | |
| 017.2.2 | Check authorization + completenessWhen a RFC Web Form on the Intranet is filled in and submitted by the Requestor, the data is automatically imported in a new call in the Service Management Tool. The Requestor receives automatically an e-mail with the Ticket number.The Helpdesk checks the completeness of the RFC.When the RFC concerns a Standard Change, the following will be checked:
When the RFC concerns a Non-standard Change, the following will be checked:
The list of Authorizers consists of Managers and/or Representatives from End users who may authorize RFC’s. |
Helpdesk |
| 017.2.3 | Complete?When the RFC is complete and authorized, take step 017.2.5.When the RFC is incomplete and/or unauthorized, take step 017.2.4. | Helpdesk |
| 017.2.4 | Clarify and/or feedback RequestorThe Requestor will be informed/explained by the Helpdesk how the Change Management Process works. The Helpdesk asks the Requestor for the missing information and/or authorization. | Helpdesk |
| 017.2.5 | Register and classify The Helpdesk classifies the RFC and completes the call in the Service Management Tool.Classification by the Helpdesk takes place as follows:
Classification in the Service Management Tool automatically takes place based on the subject and on the agreed SLA;
The RFC will be classified in a later stadium (see 017.7.12). If the requested due date is before the next Change Advisory Board meeting, the Change Manager will be notified personaly after registering the call. |
Helpdesk |
| 017.2.6 | Standard RFC?When the RFC is registered as a Standard Change, the Helpdesk assigns the call to the concerned Group within the Service Desk.When the RFC is registered as a Non Standard Change, the Helpdesk assigns the call to the Change Management Group within the Service Desk. | Helpdesk |
| 017.2.7 | Assign to concerned SD Resolve GroupThe Helpdesk assigns the Standard Change to the concerned Resolve Group within the Service Desk. | HelpdeskService Desk |
| 017.2.8 | Assign to SD Change Management GroupThe Service Desk handles the assigned Non Standard Change according to the Procedure CAB-list (017.6). | Service Desk |
| 017.6 | Procedure CAB-list | Service Desk |
| 017.2.9 | RFC can wait for CAB?If RFC can wait for next CAB, take step 017.2.8 | Service Desk |
| 017.6 | Procedure CAB-list | |
| 017.2.10 | Contact Change ManagerContact Change Manager for Approval. | Service DeskChange Manager |
| 017.2.11 | Approved?When the Change Manager (or Director ICT) approved the RFC, take step 017.2.12.When the Change Manager (or Director ICT) did not approve the RFC, take step 017.9 (Procedure NS Change Inform Requestor). | |
| 017.9 | Procedure NS Change Inform Requestor | |
| 017.2.12 | Minor ChangeIf the Change is a minor Change, take step 017.11 (Procedure NS Change Minor).If the Change is not a minor Change, take step 017.2.13 | |
| 017.2.13 | Medium Change?If the Change is a medium Change, take step 017.13 (Procedure NS Change Medium).If the Change is not a medium Change, take step 017.2.14 | |
| 017.2.14 | Major Change?If the Change is a major Change, take step 017.14 (Procedure NS Change Major (Project)).If the Change is not a major Change, take step 017.2.9. |
6.1.4 End
The result of this procedure is a registered RFC call. The next step in the Change Management Process can be taken
6.2 Procedure Standard Change
6.2.1 Flowchart
6.2.2 Start
This procedure starts with an authorized and registered RFC call classified as Standard Change and assigned by the Helpdesk to the concerned Group within the Service Desk, Infrastructure or Business Applications.
6.2.3 Activities and decisions
| Description | Who | |
| 017.4.1 | Software?When the Standard Change concerns Software, follow the Procedure Install/Remove Software (see 017.4.2).When the Standard Change concerns no Software, take step 017.4.3. | Service Desk |
| 017.4.2 | Procedure install softwareStandard Software will be installed or removed according to the Procedure Install/Remove Software. | Service Desk |
| 017.4.3 | PC?When the Standard Change concerns a PC, follow the ProcedureInstall/Remove PC (see 017.4.4).When the Standard Change concerns no PC, take step 017.4.5. | Service Desk |
| 017.4.4 | Procedure rollout PCA PC will be installed or removed according to the Procedure Install/remove PC. | Service Desk |
| 017.4.5 | Access Rights?When the Standard Change concerns Access Rights, follow the Procedure Create/Change Access Rights (see 017.4.6).When the Standard Change concerns no Access Rights, take step 017.4.7. | Service Desk |
| 017.4.6 | Procedure create/change Access RightsAccess Rights will be created or changed according to the Procedure Create/change Access Rights. | Service Desk |
| 017.4.7 | Telecom Services?When the Standard Change concerns Telecom Services, follow the Procedure Install/Remove Telecom Services (see 017.4.8).When the Standard Change concerns no Telecom Services, take step 017.4.9. | Service Desk |
| 017.4.8 | Procedure install/rollout Telecom ServicesTelecom Services will be installed or removed according to the Procedure Install/Remove Telecom Services. | Service Desk |
| 017.4.9 | Standard Hardware?When the Standard Change concerns Standard Hardware, follow the Procedure Order and Install/Remove Hardware (see 017.4.10).When the Standard Change concerns no Standard Hardware, take step 017.4.11. | Service Desk |
| 017.4.10 | Procedure order and install Standard HardwareStandard Hardware will be ordered, installed and removed according to the Procedure Order and Install/Remove Hardware. | Service Desk |
| 017.4.11 | RemovalWhen the Standard Change concerns a Removal, follow the Procedure Tuning Facility (see 017.4.12) and Procedure Removal (see 017.4.13).When the Standard Change concerns no Removal, take step 017.4.1. | Service Desk |
| 017.4.12 | Procedure Tuning FacilityFirst a Removal will be tuned according to the Procedure Tuning Facility. | Service Desk |
| 017.4.13 | Procedure RemovalAfter tuning a Removal with Department Facility, the Removal will be executed according to the Procedure Removal. | Service Desk |
| 017.4.14 | Inform Configuration ManagerAfter resolving the call, inform the Configuration Manager according to the Configuration Management Process. | Service Desk |
| 017.4.15 | Charge CostsStandard changes have an established price.For Non Standard Changes the Budget must be approved.Charge the costs of the Change according to the work instruction. | Service Desk |
| 017.4.16 | Update and close callAfter completing the call, update and close the call in the Service Management Tool.Archive all documentation of the Change. | Service Desk |
| 017.4.17 | EndThe procedure Standard Change has ended. |
6.2.4 End
The result of this procedure is an implemented Standard Change.
6.3 Procedure CAB-list
6.3.1 Flowchart
N/A
6.3.2 Start
This procedure starts with the CAB-list that weekly has to be updated.
6.3.3 Activities and decisions
| Description | Who | |
| 017.6.1 | Start | Service Desk |
| 017.6.2 | Collect NS Changes All Non Standard Changes and RFC’s are registered In the Service Management Tool.First collect all open Non Standard Changes and new Non Standard RFC’s. | Service Desk |
| 017.6.3 | Information sufficient?Check all open Non Standard Changes and all new Non Standard RFC’s on the updated information in the call.When the information is not sufficient, take step 017.6.4.When the information is sufficient, take step 017.6.8. | Service Desk |
| 017.6.4 | Need information from Requestor?When the Requestor must deliver the missing information, take step 017.6.5.When other party or parties must deliver the missing information,take step 017.6.6. | Service Desk |
| 017.6.5 | Contact concerned partiesContact the concerned party or parties concerning the missing information. | Service Desk |
| 017.6.6 | Contact RequestorContact the Requestor concerning the missing information. | Service Desk |
| 017.6.7 | Update callUpdate the call in the Service Management Tool with the missing information. | Service Desk |
| 017.6.8 | Create/update CAB-listUpdate all open Non Standard Medium and Major Changes on the Global CAB-list.Remove all open Non Standard Minor Changes from the Global CAB-list.Add all new Non Standard RFC’s to the Global CAB-list.Update all open Non Standard Minor Changes on the Regional CAB-list. | Service Desk |
| 017.6.9 | Send CAB-list to CAB-membersThe CAB-meeting takes place on a weekly basis.Send the last updated CAB-list before the next CAB-meeting to all CAB members. | Service Desk |
| 017.6.10 | EndThe procedure CAB-list has ended. |
6.3.4 End
The result of this procedure is an updated Regional and Global CAB-lists.
6.4 Procedure CAB
6.4.1 Flowchart
N/A
6.4.2 Start
This procedure starts with the updated CAB-list
6.4.3 Activities and decisions
| Description | Who | |
| 017.7.1 | Start | CAB members |
| 017.7.2 | New NS RFC?When the Change is a new Non Standard RFC, take step 017.7.7.When the Change is an open Non Standard Change, take step 017.7.3. | CAB members |
| 017.7.3 | Discuss progress open NS ChangeThe concerned Change Coordinator or Change Manager gives the update of the open Non Standard Change. The progress of the Change will be discussed by the CAB members. | CAB members |
| 017.7.4 | Actions needed?When actions are needed, take step 017.7.5.When no actions are needed, take step 017.7.6. | CAB members |
| 017.7.5 | Define needed actionsThe CAB members define the needed actions. | CAB members |
| 017.7.6 | Update callUpdate the call in the Service Management Tool after the CAB meeting. | Change Coordinator/Change Manager |
| 017.6 | Procedure CAB-list | |
| 017.7.7 | Discuss new NS ChangeDiscuss the new Non Standard RFC’s. | CAB members |
| 017.7.8 | Information sufficient?When the information is not sufficient, take step 017.6.5.When the information is sufficient, take step 017.7.9. | CAB members |
| 017.6.5 | Contact Requestor | |
| 017.7.9 | Solution available?When a solution for the RFC is not available, take step 017.7.10.When the solution for the RFC is available, take step 017.7.11. | Change Coordinator/Change Manager |
| 017.7.10 | Research possible solutionsResearch for possible solutions takes place coordinated by the Change Coordinator and/or Change Manager. | Change Coordinator/Change ManagerAll needed executive parties |
| 017.7.11 | Extra research needed?The CAB members discuss about extra research.When extra research is needed, take step 017.7.10.When extra research is not needed, take step 017.7.12. | CAB members |
| 017.7.12 | Classify NS ChangeIf the Change falls within following criteria the RFC is categorized as Minor:
Minor Changes will be handled on Regional basis according to the Regional CAB-list. Changes classified as Minor will not appear on the next Global CAB-list (see procedure CAB-list).
If the change falls within following criteria the request is categorized as Medium Change: Guideline:
If the change falls within following criteria the request is categorized as Major Change (Project):
The CAB members decide to class the RFC as Medium Change or as Major Change (Project).
The Regional Change Coordinator manages all Minor Changes. Who will manage the medium Changes will be discussed during the CAB meeting. The CAB members pointing out the Project Manager and Steering Committee for the Major Changes (Project). |
CAB members |
| 017.7.13 | Approve/reject new NS RFCApproval or rejection by the CAB members takes place based on:
The CAB members decide if resources will be investigated in researching the technical, infrastructural and/or financial consequences of Non Standard RFC’s.
The CAB members also decide on the exact moment of transfer of responsibility between the executor of the Change and the Support Organization (if applicable). |
CAB members |
| 017.7.14 | Approved?When the new Non Standard RFC is approved, take step 017.7.15.When the new Non Standard RFC is postponed, take step 017.7.15.When the new Non Standard RFC will be investigated, take step 017.7.15When the new Non Standard RFC is not approved, take step 017.9. | CAB members |
| 017.7.15 | Inform RequestorInform the Requestor via a standard e-mail template that the RFC is approved or postponed or will be investigated. Include information about the steps that will be taken and the timescaleby the Change Coordinator/Change Manager. | Change Coordinator/Change Manager |
| 017.9 | Procedure Inform Requestor | |
| 017.7.6 | Update call | |
| 017.6 | Procedure CAB-list |
6.4.4 End
This procedure ends with approved, not approved, postponed or investigated new Non Standard RFC’s and discussed and updated open Non Standard Changes.
6.5 Process Inform Requestor
6.5.1 Flowchart
6.5.2 Start
This procedure starts with a not approved Non Standard RFC or not approved PID, Change Summary or Budget for a Non Standard Change.
6.5.3 Activities and decisions
| Description | Who | |
| 017.9.1 | Inform RequestorInform the Requestor that the RFC, PID, Change Summary or Budget is not approved through the standard e-mail template. Include the reason and inform the Requestor that the call will be closed. | Change Coordinator/Change Manager |
| 017.4.16 | Update + close call | |
| 017.4.17 | End |
6.5.4 End
This procedure ends with a closed call.
6.6 Process NS Change Minor
6.6.1 Flowchart
6.6.2 Start
This procedure starts with an authorized and registered RFC call classified as Non Standard Minor Change and assigned by the Helpdesk to the Change Management Group of the Service Desk.
6.6.3 Activities and decisions
| Description | Who | |
| 017.11.1 | Create Change Summary?Creating a Change Summary is not necessary for every Non Standard Change. Whether or not a Change Summary will be created is depending on the Change. The Change Coordinator and/or Change Manager are the decision makers.When no Change Summary must be created, take step 017.11.2.When a Change Summary must be created, take step 017.11.3. | Change CoordinatorChange Manager |
| 017.11.2 | Create Budget?When the Requestor (and/or the involved users) has to pay for the implementation of the Change, the costs must be approved by the Requestor before executing the implementation of the Change. Take step 017.11.4.When the Requestor (and/or the involved users) has to pay a monthly fee, for example in case of new Software, the costs must be approved by his/her Authorizer before executing the implementation of the Change. Take step 017.11.4.When the Requestor (and/or the involved users) does not have to pay, no budget will be created. Take step 017.11.7. | Change Coordinator |
| 017.11.3 | Create/send Change SummaryFor creating a Change Summary a standard template is available.Check the solution and defined activities with all involved parties.Create the Change Summary and send this to the Requestor for approval. | Change Coordinator |
| 017.11.4 | Create/send BudgetFor creating a Budget a standard template is available.Check the costs with all involved parties.Create the Budget discuss this during the CAB meeting for approval (CAB).When the Non Standard Change concerns Software (monthly fee), send the Budget for approval to the Requestor and/or his/her Authorizer. | Change CoordinatorCAB members |
| 017.11.5 | Approved?When the Change Summary and/or Budget are approved by the Requestor and/or Authorizer, take step 017.11.7.When the Change Summary and/or Budget are not approved, take step 017.11.6. | Requestor (and/or involved users) |
| 017.11.6 | Adjusting?When the Change Summary and/or Budget must be adjusted, take step 017.11.3.When the Change Summary and/or Budget are not approved, take step 017.4.16. | Change Coordinator |
| 017.11.7 | NS Change concerns Software?When the Non Standard Change concerns Software, follow the Procedure Release Management (see 017.15).When the Non Standard Change concerns no Software, take step 017.11.7. | |
| 017.4.16 | Update and close call | Change Coordinator |
| 017.4.17 | End | |
| 017.15 | Procedure Release Management SW | |
| 017.11.8 | Plan NS ChangePlan the execution of the Non Standard Change in cooperation with all involved executive parties and the Requestor and/or involved user(s). | Change CoordinatorService Desk/Business Applications/Infrastructure/Third partiesRequestor (and/or involved users) |
| 017.11.9 | Prepare NS ChangeExecute the defined preparations in cooperation with the Requestor and/or involved user(s) (if applicable). | Service Desk/Business Applications/Infrastructure/Third partiesRequestor (and/or involved users) |
| 017.11.10 | Implement NS ChangeImplement the Non Standard Change in cooperation with the involved party/parties, the Requestor and/or involved user(s) (if applicable).Inform the Change Coordinator after the implementation is completed. | Service Desk/Business Applications/Infrastructure/Third partiesRequestor (and/or involved users) |
| 017.11.11 | Fallback needed?During the implementation the Change Coordinator and/or the CAB can decide to execute the Fallback Plan. | Change CoordinatorCAB members |
| 017.11.12 | Execute Fallback PlanExecute the Fallback Plan in cooperation with the involved party or parties, the Requestor and/or involved user(s) (if applicable).Inform the Change Coordinator after the Fallback Plan is completed. | Change CoordinatorService Desk/Business Applications/Infrastructure/Third partiesRequestor (and/or involved users) |
| 017.11.13 | Inform RequestorInform the Requestor that the Non Standard Change is completed. | Change Coordinator |
| 017.4.14 | Inform Configuration Manager | |
| 017.4.15 | Charge costs | |
| 017.4.16 | Update and close call | |
| 017.4.17 | End |
6.6.4 End
This procedure ends with an implemented Minor Non Standard Change.
6.7 Process NS Change Medium
6.7.1 Flowchart
6.7.2 Start
This procedure starts with an authorized and registered RFC call classified as Non Standard Change and assigned by the Helpdesk to the Change Management Group of the Service Desk.
6.7.3 Activities and decisions
| Description | Who | |
| 017.11.1 | Create Change Summary? | |
| 017.11.2 | Create Budget? | |
| 017.11.3 | Create/send Change Summary | |
| 017.11.4 | Create/send Budget | |
| 017.11.5 | Approved? | |
| 017.11.6 | Adjusting? | |
| 017.11.7 | NS Change concerns Software? | |
| 017.4.16 | Update and close call | |
| 017.4.17 | End | |
| 017.15 | Procedure Release Management SW | |
| 017.11.8 | Plan NS Change | |
| 017.11.9 | Prepare NS Change | |
| 017.13.1 | Approved?When the preparations are approved by the Requestor, take step 017.11.9.When the preparations are not approved by the Requestor, take step 017.11.8. | Service Desk/Business Applications/Infrastructure/Third partiesRequestor (and/or involved users) |
| 017.11.10 | Implement NS Change | |
| 017.11.11 | Fallback needed? | |
| 017.11.12 | Execute Fallback Plan | |
| 017.13.2 | Approved?When the implementation is approved by the Requestor, take step 017.4.14.When the implementation is not approved by the Requestor, take step 017.11.9. | Service Desk/Business Applications/Infrastructure/Third partiesRequestor (and/or involved users) |
| 017.4.14 | Inform Configuration Manager | |
| 017.4.15 | Charge costs | |
| 017.4.16 | Update and close call | |
| 017.4.17 | End |
6.7.4 End
This procedure ends with an implemented Medium Non Standard Change.
6.8 Process NS Change Major (Project)
6.8.1 Flowchart
N/A
6.8.2 Start
This procedure starts with an authorized and registered RFC call classified as Non Standard Change and assigned by the Helpdesk to the Change Management Group of the Service Desk.
6.8.3 Activities and decisions
| Description | Who | |
| 017.14.1 | Project Manager/Steering Committee are pointing out?The Project Manager and Steering Committee are pointing out? Take step 017.14.2.The Project Manager and Steering Committee are not pointing out? Follow the Procedure CAB (see 017.7). | CAB members |
| 017.11.7 | NS Change concerns Software? | |
| 017.15 | Procedure Release Management SW | |
| 017.14.2 | Create/send PID + planningFor creating a Project Initiation Document including planning a standard template is available.Check the solution, defined activities, deliverables, risks etc. with all involved parties.Create the PID and planning and send these to the Requestor and the CAB members for approval. | Change ManagerCAB membersRequestor (and/or involved users) |
| 017.14.3 | Approved?Is the PID including planning approved? Take step 017.4.3.Is the PID including planning rejected? Take step 017.4.16 | RequestorCAB members |
| 017.14.4 | Adjusting?When the PID including planning must be adjusted, take step 017.14.2.When the PID including planning is rejected, take step 017.4.16. | Change Coordinator |
| 017.4.16 | Update and close call | |
| 017.4.17 | End | |
| 017.14.5 | Create/send Project Plan + detailed planningFor creating a Project Plan including detailed planning a standard template is available.Check the solution, defined activities, deliverables, risks etc. with all involved parties.Create the Project plan and detailed planning and send these to the Requestor and the BAC members for approval. | Change ManagerCAB membersRequestor (and/or involved users/Management) |
| 017.14.6 | Approved?Is the Project Plan and detailed planning approved? Take step 017.14.4.Is the Project Plan and detailed planning rejected? Take step 017.14.16. | RequestorCAB members |
| 017.14.7 | Adjusting?When the Project Plan including detailed planning must be adjusted, take step 017.14.3.When the Project Plan including detailed planning are rejected, take step 017.4.16. | Change Coordinator |
| 017.14.8 | Set up ProjectSet up the Project according to PRINCE2:
|
Change Manager/Project ManagerProject members |
| 017.14.9 | Preparation ProjectExecute all activities that belong to the Preparation Stage of the Project according to PRINCE2:
|
Change Manager/Project ManagerProject membersQuality Manager |
| 017.13.1 | Approved? | |
| 017.14.10 | Implementation ProjectExecute all activities that belong to the Implementation Stage of the Project according to PRINCE2:
|
Change Manager/Project ManagerProject membersQuality Manager |
| 017.11.11 | Fallback needed? | |
| 017.11.12 | Execute Fallback Plan | |
| 017.13.2 | Approved? | |
| 017.14.11 | Closure ProjectExecute all activities that belong to the Closure Stage of the Project according to PRINCE2:
|
Change Manager/Project ManagerProject membersQuality Manager |
| 017.4.15 | Charge costs | |
| 017.4.16 | Update and close call | |
| 017.4.17 | End |
6.8.4 End
This procedure ends with an implemented Major Non Standard Change.
7 Quality management
7.1 Measurements
| Key performance indicator | Norm | Method of measurement | Frequency | Service involved |
| Non Standard changes | ||||
| % Non Standard Changes resolved on or before due date (due date is the agreed date on which requested functionality is implemented) | 85% | Query from Service Management Tool | Monthly | Efficiency |
7.2 Reports
| Report | To | Reason | Frequency |
| Service Level Report | Service Level Manager | Quality of services | Monthly |
8 Abbreviations
Definitions are described in “Glossary of terms” section.