Service Manager


Change Management Roles and Tasks

Change Management Roles

Change Manager Tasks

Change Management Roles

The following roles are most relevant to the Change workspace:



Change Requester

Typically, Service Desk Analysts, Problem Managers, configuration item owners, and release owners can do the following:

Create new change requests as they are working with incidents, problems, configuration items, and releases respectively.

Submit requests for change.

Change the status of a change request to requested or cancel the change request.

Change Manager

Plans and tracks change requests during their lifecycles.

May be responsible for creating change requests.

Sets up the approval groups for the different types of changes and adds members to the approval groups.

Change Approvers

Change approvers consist of other users in the organization who approve the financial, technical, and operational impact of a request for change.


Different approval groups such as the Change Approval Board, ECAB, and Management Committee, manage the approval process for different types of changes. The Change Approval Board usually meets on a regular basis. Ad-hoc approvers can also be set up to approve specific change requests.

Change Implementers

IT support technicians (who are in the Service Desk Analyst role in Service Manager) are assigned tasks that are part of the implementation of a change request.

Change Manager Tasks

Change Managers ensure that changes are introduced into the organization with minimum disruption to existing services. Change Managers can initiate a change request, but usually they manage changes through their lifecycles.

Change Managers are responsible for analyzing the risk and impact of changes. Change Managers are also responsible for making sure that changes are approved in a timely manner by the appropriate review boards. Change Managers typically create and then request releases for changes.

Change Manager tasks include the following:

Adding new change types into the system.

Reviewing requested changes.

Reviewing and managing all changes that are in pending approval status.

Linking to or creating a configuration item.

Adding tasks.

Linking changes to a release.

Linking changes to a service.

Configuring the risk level for changes.

Setting the risk level for changes.

Working with the approval process.

Coordinating Change Approval Board (CAB) meetings.

Administering standard change templates.

Auditing implemented changes for its data integrity.

Tracking the transactional costs associated with changes.

Closing changes.

Canceling changes.

Conducting post-implementation reviews.

Viewing dashboards and reports to monitor changes.

Creating announcements.

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