👥 People & Roles — Change Management

Core Roles

Change Manager

• Owns the Change Enablement process end-to-end
• Reviews all Normal and Emergency change requests for completeness
• Chairs the Change Advisory Board (CAB) meetings
• Maintains the Change Schedule and Forward Schedule of Change (FSC)
• Produces weekly and monthly change KPI reports
• Interfaces with Problem Management and Release Management

Change Authority

• Decision-maker for approving or rejecting change requests
• For standard changes: pre-approved model template is the authority
• For normal changes: Change Manager or CAB depending on risk level
• For emergency changes: Emergency CAB (ECAB) — a smaller, faster-moving group

Change Advisory Board (CAB)

The CAB is not a bottleneck — it is a risk management forum. Members typically include:

• Change Manager (chair)
• Service Owner(s) of affected services
• Technical Architects
• Security representative
• Business stakeholders (for high-risk changes)
• Release Manager

Meeting frequency: Weekly for normal changes; on-demand for emergency changes.

Change Initiator (Requester)

• Raises the change request with full details: description, risk assessment, test plan, rollback plan
• Owns the change through its lifecycle
• Executes or coordinates implementation
• Confirms success or failure post-implementation

Release Manager (interfacing role)

• Coordinates release packages containing multiple changes
• Manages deployment windows and change freeze periods
• Ensures changes are tested in a pre-production environment

CMDB Manager (interfacing role)

• Updates CMDB with new/modified CIs after each change
• Validates that post-change CMDB state matches implementation

RACI Matrix

R = Responsible · A = Accountable · C = Consulted · I = Informed

Skills Required

Downloadable Resources

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