The Three Types of Change — Standard, Normal, and Emergency
Headline: Not All Changes Are Created Equal — Why Categorization Is the Foundation of Change Enablement
The Three Types of ITIL Changes
To increase efficiency, ITIL defines three types of changes with different approval authorities and processes .
1. Standard Changes
Definition: Low risk, pre-authorized, well-understood changes that never cause an incident .
Characteristics:
- Pre-authorized: Once certified, no further manual approvals needed
- Well understood: Detailed work instructions, trained and certified personnel
- Repeatable: Follow the same process each time
- Low risk: Never cause an incident
Change Authority: Change Manager defines Standard change requirements. Once requirements are met, RFCs receive automatic change approval in the future .
Examples:
- Regular software patches
- Security updates
- Password resets
- Standard user access provisioning
Change Schedule: No
2. Normal Changes
Definition: Changes that require thorough planning and execution and carry higher risk .
Characteristics:
- Require risk assessment
- Need approval before implementation
- May require thorough planning
- Should be scheduled
Change Authority: Change Advisory Board (CAB) with input from other practices
Examples:
- Major software upgrades
- Infrastructure changes
- New system implementations
- Configuration changes with potential impact
Change Schedule: Yes
3. Emergency Changes
Definition: Changes that must be implemented as soon as possible to resolve an incident .
Characteristics:
- Urgent: Must be implemented immediately
- Incident-driven: Necessitated by an incident
- Expedited approval: Follow an expedited approval process
Change Authority: Emergency Change Advisory Board (ECAB)
Examples:
- Critical security patches
- Immediate fixes for service outages
- Emergency workarounds
Change Schedule: No
Moving from Normal to Standard
As change success patterns emerge, organizations should move Normal changes to Standard status. This reduces approval overhead and accelerates delivery.
Criteria for standardizing:
- Proven success (no incidents from implementation)
- Repeatable process
- Well-documented work instructions
- Trained and certified personnel
Conclusion
Categorizing changes appropriately is the foundation of effective change enablement. By matching change types to the right approval process, organizations balance speed and risk—enabling faster, safer changes.
Action Items for Your Organization
- Review your change classification criteria
- Identify Normal changes that could become Standard
- Document Standard change procedures
- Establish Emergency change procedures
- Train your team on change types
