During the change management process, there are several individuals (or groups) that are involved, each having access to edit the change request while it’s in their queue. Once the request leaves their queue, they will not be able to make changes unless the request is rejected and returned to their queue. The exception is an administrator who can update the ticket in anyone’s queue and approve/reject the request.
Requester
This is who is requesting the change. This can be a team member on the change management project, or an end user of the customer on the change management project. They can only edit the request up to the point it is approved by the change control board (CCB), then they are prevented from editing the request. A requester can save the request as a draft and update as many times as needed before submitting it for approval.
Change Control Board (CCB)
This is an assignment group on the change management project that reviews the request and either approves or rejects the request. If rejected, the request is placed back in the requester’s queue to be updated and resubmitted or withdrawn. If the request requires QA approval, when the CCB approves the request, it will go to the QA queue for approval.
The CCB is also responsible for reviewing a request for closure. If they reject the request, it goes back to the implementation group. If the request requires QA approval, when the CCB approves the request for closure, it will go to the QA queue for approval.
Quality Assurance (QA)
This is an assignment group on the change management project that reviews the request and either approves or rejects the request. This is typically turned on for validated systems. If rejected, the request is placed back in the CCB’s queue to be updated and reapproved or withdrawn. If the request is approved, it will go to implementation.
Like in the initial approval, QA is also responsible for reviewing a request for closure if QA approval is required. If they reject the request, it goes back to the CCB to be updated and reapproved or withdrawn. If the request requires QA approval, when the QA approves the request for closure, it will be closed out.
Implementation Group
This is an assignment group on the change management project that implements the change. Anyone in the implementation group can complete the request. They can only update the information (when, who, status, notes and evidence) that is asked for in the completion modal.
Additional Terms
Rejection – When a request is rejected by either the CCB or QA, a rejection reason is required. This information is kept for auditing purposes.
Withdrawn – When a request is withdrawn, a withdraw reason is required. This information is kept for auditing purposes. A request can be withdrawn any time after submission and before it is closed.