Information and Communication Technology - Guideline 15. Change management
The institution establishes a change management process in order to perform the necessary business and technological evolutions as well as upgrades while minimizing risks and negative impact.
Changes are defined by ITIL as the addition, modification or removal of any authorized, planned, or supported service or service component that could have an effect on ICT services. ICT change management is a process designed to understand and minimize risks while making ICT changes. The main goals are to implement changes in the most efficient manner while minimizing the negative impact on customers when changes are implemented.