Headline: Don't Use All Change Categories at Once — A Progressive Implementation Approach
The Temptation of All Categories
Most ITSM frameworks define three change categories: Standard, Normal, and Emergency. However, the right number of categories depends on your organization's volume and maturity, not simply on framework compliance.
A Progressive Approach
Start with Normal changes to calibrate the process.
When beginning change management, start by classifying all changes as Normal. This allows you to:
- Define the process
- Establish roles
- Build change management muscle
- Understand your change landscape
Graduate proven procedures to Standard status.
Once a change type has been consistently successful, move it to Standard status:
|
Criteria for Standard status |
Evidence |
|
Proven success |
No incidents from implementation |
|
Repeatable |
Same process each time |
|
Well documented |
Clear work instructions |
|
Trained personnel |
Certified staff |
Establish Emergency workflows for urgent situations.
Identify what constitutes an emergency and establish expedited approval processes.
Add categories only when volume justifies them.
Resist the temptation to add categories for the sake of having them.
Change Type Progress
|
Stage |
Categories |
Description |
|
1 |
Normal only |
All changes go through the same process |
|
2 |
Normal + Standard |
Proven changes become Standard |
|
3 |
Normal + Standard + Emergency |
Emergency processes added |
|
4 |
Full ITIL categorization |
All three with mature processes |
The Normal Change Process
- Submit Request for Change
- Review for necessity
- Assess risks
- CAB approval (or Change Authority)
- Implement
- Test
- Review
- Document
The Standard Change Process
- Pre-approved
- Requires no CAB
- Automated or documented runbook
- Scheduled and tracked
- Reviewed periodically
The Emergency Change Process
- Expedited approval
- ECAB review
- Implemented immediately
- Reviewed post-implementation
Conclusion
Implementing change categories progressively ensures your process evolves with your organizational maturity. Start simple, learn what works, and add complexity only when needed.
Action Items for Your Organization
- Start with Normal changes only
- Identify changes that could become Standard
- Document Standard change procedures
- Establish Emergency change workflows
Add categories gradually
