From the course: Putting ITIL® into Practice: Change Enablement
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Example of change evaluation
From the course: Putting ITIL® into Practice: Change Enablement
Example of change evaluation
- [Instructor] Now that you've seen the steps to change evaluation, let's explore a real-world example to reinforce what you've learned. A major update to NexAEI Colab collaboration platform was supposed to improve real-time document collaboration, but instead it broke file syncing for remote users. Now the IT team must conduct a change evaluation. Priya, the change manager, and Alex, the service owner, lead the review, gathering insights, assessing risks, and identifying what went wrong. Their goal, learn from this failure and prevent a similar one from occurring. Priya defines the criteria. Did the change achieve its intended outcome? Did it introduce new risks or users impacted? She consults the original change request service level agreements and IT governance policies. Alex ensures that they include performance metrics, user complaints, and system logs in their assessment. After analyzing the data, the team agrees to focus on file syncing, uptime and user accessibility. Priya…
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