Change Management Process

The purpose of the Change Management (CM) process is to support the lifecycle of all changes enabling beneficial changes to be made with minimum disruption to IT services. 

To achieve this, the following are objectives of the Cprocess:  

  • Manage risks incurred when implementing changes to IT services. 
  • Minimize the number of incidents associated with changes. 
  • Increase the transparency and awareness of changes. 
  • Integrate with other ITIL processes. 
  • Realize organizational efficiencies.

Key Features and Benefits:

Several qualitative and quantitative benefits can be achieved, for both the IT Service Providers and the University, by implementing an effective and efficient Change Management (CM) process. The process will be regularly assessed for input to the Continual Service Improvement (CSI) process throughout the CM process lifecycle. Benefits to ITaP and the University community are:

  • Increased visibility and communication of changes to the University community and users affected
  • Improved information and reporting for management guidance
  • Complete information captured on changes due to governance, legal, contractual and regulatory requirements
  • Deliver operational efficiencies by participating within related ITIL processes
  • Greater ability to succeed at managing a large volume of changes
  • Improved control over change related contractor, vendor or project activities
  • Reduced adverse impact of changes to IT services
  • Fewer changes that need to be backed out
  • Increased productivity of users through fewer service disruptions
  • Improved perception of ITaP’s quality of service
  • More timely resolution to incidents caused by failed changes


Training materials:

Accessible on Blackboard Learn via the link below (Requires Login): 

Change Management Videos

Production Readiness Project Manager Training Document

Production Readiness Review Board Voting Training Document

Process Documents:

Please contact us to request print copies of the Reference Cards or Posters.

Change Management Process Document

Change Management Process Quick Reference Card 

Change Management Process Poster

Change Calendar Freeze Guide and Overview

Production Readiness Process Workflow Diagram

Process Metrics:

NOTE: We are experiencing issues with the Excel Web App, please view in Excel Desktop for best results

Change Management Metrics 2018 

2017 Year End KPI measurements by Organization Unit

Change Process Owner
  • Victoria Farnsworth - Business Solutions & Project Management
Change Process Manager, Enterprise Change Manager
  • Paula Courtney - End User Experience
Local Change Managers by Department

Scott Trimble

ITES Enrollment Management

Joe Faulkner

ITES Student Life

Keith Shininger

ITES Digital Education

Robin Jones

ITES E-Learning Technologies

Pat Wilson

ITES Software Services

Mike Budzik


Jon Miller

Firewall - Zone Oversight Committee

Scott Ballew


Larry French


Kevin O'Shea


Betsy Hillery