Change Management Team - Avaya Application Solutions Deployment Manual

Change control
Publishing change control meeting notes and helping communicate changes to
appropriate technology and user groups
Helping ensure that only authorized changes are implemented, that changes are
implemented in an acceptable time frame in accordance with business requirements, that
changes are successful, and that no new incidents are created as a result of a change
In addition, the change controller should must metrics for the purpose of improving the change
management process. Metrics can cover any of the following:
Volume of change processed per period, category, and risk level
Average turnaround time of a change per period, category, and risk level
Number of relative changes amended or rejected per period and category
Number of relative change backouts by category
Number of relative changes that generate new problem incidents
Number of relative changes that do not produce the desired business results
Number of emergency changes implemented
Degree of client satisfaction

Change management team

You should create a change management team that includes representation from networking
operations, server operations, application support, and user groups within your organization.
The team should review all change requests and approve or deny each request based on
completeness, readiness, business impact, business need, and any other conflicts.
The team should first review each change to ensure that all associated documentation is
complete, based on the risk level. The team can then investigate the business impact issues
and business requirements. The final step is to schedule the change. Once a change has been
approved, the change management team is also responsible for communicating the change to
all affected parties. In some cases, user training might also be needed.
Note:
The change management team does not investigate technical accuracy of the
Note:
change. Technical experts who better understand the scope and the technical
details should complete this phase of the change process.
378 Avaya Application Solutions IP Telephony Deployment Guide