Authorized Changes and Service Level Agreement Project Readiness Kit (Publication Date: 2024/02)


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Discover Insights, Make Informed Decisions, and Stay Ahead of the Curve:

  • Is there a formal operational change management process to ensure that all hardware or software changes or updates are tested, evaluated and authorized before being implemented?
  • Are change management baselines established for all relevant authorized changes on organizational assets?
  • Are data input and changes to computer records made only by authorized personnel?
  • Key Features:

    • Comprehensive set of 1583 prioritized Authorized Changes requirements.
    • Extensive coverage of 126 Authorized Changes topic scopes.
    • In-depth analysis of 126 Authorized Changes step-by-step solutions, benefits, BHAGs.
    • Detailed examination of 126 Authorized Changes case studies and use cases.

    • Digital download upon purchase.
    • Enjoy lifetime document updates included with your purchase.
    • Benefit from a fully editable and customizable Excel format.
    • Trusted and utilized by over 10,000 organizations.

    • Covering: Order Accuracy, Unplanned Downtime, Service Downgrade, Vendor Agreements, Service Monitoring Frequency, External Communication, Specify Value, Change Review Period, Service Availability, Severity Levels, Packet Loss, Continuous Improvement, Cultural Shift, Data Analysis, Performance Metrics, Service Level Objectives, Service Upgrade, Service Level Agreement, Vulnerability Scan, Service Availability Report, Service Customization, User Acceptance Testing, ERP Service Level, Information Technology, Capacity Management, Critical Incidents, Service Desk Support, Service Portfolio Management, Termination Clause, Pricing Metrics, Emergency Changes, Service Exclusions, Foreign Global Trade Compliance, Downtime Cost, Real Time Monitoring, Service Level Reporting, Service Level Credits, Minimum Requirements, Service Outages, Mean Time Between Failures, Contractual Agreement, Dispute Resolution, Technical Support, Change Management, Network Latency, Vendor Due Diligence, Service Level Agreement Review, Legal Jurisdiction, Mean Time To Repair, Management Systems, Advanced Persistent Threat, Alert System, Data Backup, Service Interruptions, Conflicts Of Interest, Change Implementation Timeframe, Database Asset Management, Force Majeure, Supplier Quality, Service Modification, Service Performance Dashboard, Ping Time, Data Retrieval, Service Improvements, Liability Limitation, Data Collection, Service Monitoring, Service Performance Report, Service Agreements, ITIL Service Desk, Business Continuity, Planned Maintenance, Monitoring Tools, Security Measures, Service Desk Service Level Agreements, Service Level Management, Incident Response Time, Configuration Items, Service Availability Zones, Business Impact Analysis, Change Approval Process, Third Party Providers, Service Limitations, Service Deliverables, Communication Channels, Service Location, Standard Changes, Service Level Objective, IT Asset Management, Governing Law, Identity Access Request, Service Delivery Manager, IT Staffing, Access Control, Critical Success Factors, Communication Protocol, Change Control, Mean Time To Detection, End User Experience, Service Level Agreements SLAs, IT Service Continuity Management, Bandwidth Utilization, Disaster Recovery, Service Level Requirements, Internal Communication, Active Directory, Payment Terms, Service Hours, Response Time, Mutual Agreement, Intellectual Property Rights, Service Desk, Service Level Targets, Timely Feedback, Service Agreements Database, Service Availability Thresholds, Change Request Process, Priority Levels, Escalation Procedure, Uptime Guarantee, Customer Satisfaction, Application Development, Key Performance Indicators, Authorized Changes, Service Level Agreements SLA Management, Key Performance Owner

    Authorized Changes Assessment Project Readiness Kit – Utilization, Solutions, Advantages, BHAG (Big Hairy Audacious Goal):

    Authorized Changes

    Authorized changes refer to a formal process of managing operational changes, including testing and evaluating hardware or software updates, before implementing them.

    1. Yes, having a formal change management process ensures proper evaluation and control of changes, reducing risks and disruptions.

    2. By having authorized changes, unnecessary or unauthorized changes can be prevented, leading to improved service quality and stability.

    3. The authorized change process encourages transparency and accountability, as all changes are recorded and tracked.

    4. Through authorized changes, potential service disruptions or failures can be avoided, resulting in minimized downtime and improved customer satisfaction.

    5. Having an authorized change process also promotes effective communication and collaboration among teams, reducing conflicts and misunderstandings.

    6. With an established change management process, potential risks and impacts of changes can be assessed and mitigated, ensuring continuous service delivery.

    7. Authorized changes also help in maintaining compliance with regulatory requirements and industry standards.

    8. By following a standardized process for all changes, resources can be allocated efficiently, leading to cost savings and increased productivity.

    9. Regular monitoring and reviewing of authorized changes can help identify areas for improvement, leading to more efficient and effective operations.

    10. Ultimately, adhering to authorized changes in the Service Level Agreement leads to better service alignment with business goals and objectives.

    CONTROL QUESTION: Is there a formal operational change management process to ensure that all hardware or software changes or updates are tested, evaluated and authorized before being implemented?

    Big Hairy Audacious Goal (BHAG) for 10 years from now:

    In 10 years, our goal for Authorized Changes is to have a fully automated and streamlined operational change management process that ensures all hardware or software changes or updates are thoroughly tested, evaluated, and authorized before being implemented.

    This process will utilize advanced technologies such as artificial intelligence and machine learning algorithms to analyze the impact of changes on our systems, identify potential risks, and recommend appropriate approval workflows.

    Furthermore, we aim to have a highly collaborative and integrated system that involves all key stakeholders, including IT teams, business units, legal departments, and regulatory bodies, in the change management process.

    Our goal is to achieve near real-time change approvals and implementation, with minimal disruption to our operations and customers. This will be supported by comprehensive reporting and auditing capabilities to ensure compliance and traceability.

    Overall, our vision is to have a proactive and agile change management approach that enables us to keep up with the rapidly evolving technology landscape while ensuring the security and stability of our systems.

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    Authorized Changes Case Study/Use Case example – How to use:


    The client in this case study is a large technology company with multiple business units and global operations. The company provides a wide range of hardware and software products to its clients and has a complex IT infrastructure to support its operations. The company has recently faced challenges with unauthorized changes or updates to its hardware and software, resulting in service disruptions and downtime for its clients. In order to address these issues and ensure the quality and stability of its products and services, the company has engaged a consulting firm to implement a formal operational change management process.

    Consulting Methodology:

    The consulting firm adopts a structured and comprehensive approach to address the client′s needs. The first step is to conduct a thorough analysis of the client′s current change management practices and identify any gaps or inefficiencies in the process. This involves conducting interviews with key stakeholders, reviewing existing policies and procedures, and analyzing past incidents and their root causes.

    Based on the findings of the analysis, the consulting firm develops a customized change management framework for the client, which includes clear roles and responsibilities, standardized processes, and documentation templates. The framework is designed to align with industry best practices such as ITIL (Information Technology Infrastructure Library) and COBIT (Control Objectives for Information and Related Technologies).

    The next step is to develop a communication and training plan to ensure that all employees are aware of the new change management process and are equipped with the necessary skills to implement it effectively. This involves conducting training sessions and workshops for different job roles, creating awareness materials, and establishing regular communication channels for updates and feedback.


    The consulting firm delivers a comprehensive change management process document, which includes the following elements:

    1. Change Management Policy: This document outlines the principles, objectives, and scope of the change management process. It also defines the roles and responsibilities of key stakeholders involved in the process.

    2. Change Request Form: This form is used to capture all the necessary information about a proposed change, including its description, impact, and risks. It also includes a section for documenting the results of testing and authorization.

    3. Change Management Process Flow: This flowchart outlines the step-by-step process for managing changes, from request submission to implementation and post-implementation review.

    4. Communication and Training Plan: This document outlines the plan for communicating the new change management process to all employees and conducting training sessions to ensure its effective implementation.

    Implementation Challenges:

    Implementing a formal operational change management process can be challenging, especially in a large organization with multiple business units and global operations. Some of the key challenges that may arise include resistance to change, lack of clear ownership and accountability, and difficulties in aligning with existing processes and tools.

    To address these challenges, the consulting firm works closely with the client′s leadership team to secure buy-in and support for the new process. The team also works with key stakeholders to identify and resolve any conflicts or discrepancies between the new process and existing ones. Regular communication and feedback mechanisms are established to address any concerns or issues that may arise during the implementation phase.


    The success of the change management process is measured through a set of Key Performance Indicators (KPIs). These KPIs are aligned with the objectives of the change management policy and include metrics such as:

    1. Number of unauthorized changes: This metric measures the number of changes made without proper testing and authorization. A decrease in this metric indicates a reduction in service disruptions and downtime due to unauthorized changes.

    2. Change success rate: This metric measures the percentage of changes that are implemented successfully without causing any adverse impact on the IT environment. A higher success rate indicates the effectiveness of the change management process in ensuring quality and stability.

    3. Time to implement changes: This metric measures the time taken to implement changes from the submission of a change request to its successful completion. A decrease in this metric indicates improved efficiency and agility in managing changes.

    Management Considerations:

    Apart from the technical aspects of implementing a change management process, there are also certain management considerations that need to be addressed for the success of the project. These include:

    1. Leadership support: The consulting firm works closely with the client′s leadership team to secure their support and sponsorship for the project. This is crucial in ensuring the adoption and sustainability of the new change management process.

    2. Budget and resource allocation: Proper budget and resource allocation are necessary for the successful implementation of the process. The consulting firm works with the client to assess the resource requirements and develop a realistic budget for the project.

    3. Change management culture: In order to ensure the continuous improvement and sustainability of the change management process, the consulting firm emphasizes the importance of developing a change management culture within the organization. This involves promoting a mindset of continuous learning and improvement, as well as fostering a culture of transparency and accountability.


    1. Implementing an Effective Change Management Process – Deloitte Consulting LLP
    2. Best Practices in IT Change Management – Gartner
    3. Change Management: A Critical Competency for Today′s IT Organizations – Forrester Research
    4. ITIL® Best Practices for Change Management – AXELOS Global Best Practice
    5. Change Management: The Cornerstone of Successful IT Service Management – McKinsey & Company
    6. Ensuring Effective Change Management in Large Organizations- Harvard Business Review.

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