IT Change Management Glossary

A group of people that advises the change authority on the assessment, prioritization, and scheduling of changes.

The ITIL 4 practice that maximizes the number of successful changes by ensuring risks are properly assessed and managed.

The process of controlling changes to IT infrastructure and services to minimize disruption and risk while maximizing value.

A formal proposal for a change to be made, including details of the proposed change and its justification.

Any component or service asset that needs to be managed to deliver an IT service, including hardware, software, documentation, and people.

A database used to store configuration records throughout their lifecycle, maintaining relationships between configuration items.

A change that must be implemented as soon as possible, typically to resolve a major incident or implement a security patch.

A schedule containing details of all approved changes and their planned implementation dates.

The evaluation of potential effects a proposed change may have on existing services, infrastructure, and users.

The process of managing the lifecycle of all incidents to restore normal service operation as quickly as possible.

Information Technology Infrastructure Library — a set of detailed practices for IT activities such as service management and asset management.

IT Service Management — the implementation and management of quality IT services that meet the needs of the business.

An incident with significant business impact that requires an immediate coordinated resolution effort beyond normal incident management.

The average time it takes to recover from a failure, measured from the point of failure to the point of restoration.

A change that follows the standard change management process, requiring assessment, authorization, and scheduling through the CAB.

A review carried out after a change has been implemented to determine if it was successful and to identify improvement opportunities.

The process of verifying that a change has been implemented correctly and is achieving its intended outcomes.

The process of managing the lifecycle of all problems, focusing on finding root causes and preventing incidents from recurring.

The process of planning, scheduling, and controlling the movement of releases to test and live environments.

The identification, analysis, and evaluation of risks associated with a proposed change, including likelihood and potential impact.

A predefined plan to restore a service or system to its previous state if a change fails or causes unexpected issues.

The single point of contact between the service provider and users, handling incidents, service requests, and communications.

A formal agreement between a service provider and a customer that defines the level of service expected.

A request from a user or their authorized representative for information, advice, a standard change, or access to a service.

A pre-authorized, low-risk change that follows a well-established procedure and does not require CAB approval for each instance.

A temporary solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available.