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1. Parties: Identification of the service provider and service recipient, including their legal details and authorized representatives
2. Background: Context of the agreement, reference to master service agreement if applicable, and purpose of the change management process
3. Definitions: Detailed definitions of technical terms, change categories, and key concepts used throughout the document
4. Change Management Process Overview: High-level description of the change management workflow and governance structure
5. Change Classification and Priorities: Categorization of changes (e.g., standard, emergency, major) and their priority levels
6. Roles and Responsibilities: Detailed description of roles involved in change management and their specific responsibilities
7. Change Request Procedure: Step-by-step process for submitting, evaluating, and implementing change requests
8. Impact Assessment Requirements: Procedures for assessing technical, operational, and business impacts of proposed changes
9. Approval Process: Decision-making hierarchy and approval requirements for different types of changes
10. Implementation and Testing: Requirements for implementing approved changes and testing procedures
11. Communication and Notification: Communication protocols during change implementation and stakeholder notification requirements
12. Documentation Requirements: Standards for documenting changes, including update of relevant documentation
13. Emergency Change Procedures: Expedited process for handling emergency changes
14. Review and Reporting: Requirements for periodic review of change management effectiveness and reporting requirements
15. Governing Law and Dispute Resolution: Reference to Indonesian law and procedures for resolving disputes
1. Service Credit Adjustments: Procedures for adjusting service credits due to approved changes, used when the SLA includes service credit mechanisms
2. Change Advisory Board: Structure and operations of a Change Advisory Board, needed for complex organizations or high-risk environments
3. Integration with Other Processes: Procedures for integrating change management with other ITIL processes, relevant for organizations following ITIL framework
4. Release Management: Specific procedures for managing software releases, relevant for IT service providers
5. Rollback Procedures: Detailed procedures for reversing changes, important for high-risk environments
6. Training Requirements: Training requirements for staff involved in change management, needed for complex change management processes
1. Change Request Form Template: Standard template for submitting change requests
2. Impact Assessment Matrix: Template for evaluating change impacts across different aspects of service delivery
3. Authorization Matrix: Detailed matrix showing approval requirements for different types of changes
4. Service Level Targets: Current service level targets that may be affected by changes
5. Change Management KPIs: Key Performance Indicators for measuring change management effectiveness
6. Communication Templates: Standard templates for change-related communications
7. Technical Environment Specification: Documentation of the technical environment subject to changes
8. Emergency Contact List: List of contacts for emergency change situations
Information Technology
Telecommunications
Financial Services
Healthcare
Manufacturing
Cloud Services
Business Process Outsourcing
E-commerce
Logistics and Supply Chain
Professional Services
Information Technology
Service Delivery
Operations
Risk and Compliance
Legal
Quality Assurance
Project Management Office
Customer Support
Technical Operations
Service Management
Change Advisory Board
Process Management
Vendor Management
IT Service Manager
Change Manager
Service Delivery Manager
IT Operations Manager
Project Manager
Risk Manager
Compliance Officer
Service Level Manager
Quality Assurance Manager
IT Director
Chief Information Officer
Operations Director
Contract Manager
Business Relationship Manager
Technical Lead
Process Owner
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