This set of ITIL templates (ITIL document templates) can be used as checklists for defining ITIL process outputs.
The Incident Record template explains the structure of the data typically contained in an Incident Record. Once the requirement for a change has been determined, the change is planned in terms of schedule and necessary resources, such as testing environment and time, personnel, budget, etc.
The ITIL templates can also serve as guidelines which are helpful during process execution. You can use this checklist as a template when you start creating Incident Records in your own organization.
If the CAB cannot agree to a recommendation, the final decision on whether to authorize changes, and commit to the expense involved, is the responsibility of management (normally the director of IT or the services director, services manager, or change manager as their delegated representative). The change management authorization plan should specifically name the person(s) authorized to sign off RFCs.
The plan must also include a verification procedure to check that the environment has been restored to the initial configuration that existed prior to the change attempt and that there are no negative side effects resulting from the attempted change. It is a good idea to keep the RFC form simple especially at the beginning of implementing change management in order to encourage compliance with the process. During the process of updating the ITIL Process Map to ITIL V3 2011 Edition, we also aligned our set of free ITIL templates and checklists to ITIL 2011.
There are now 102 checklists contained in our ITIL-2011-compliant Reference Process Model, and we make the most sought-after ITIL templates available for you in our ITIL Wiki.


The objective of the change management process is to minimize service downtime by ensuring that requests for changes are recorded and then evaluated, authorized, prioritized, planned, tested, implemented, documented and reviewed in a controlled and consistent manner. A service change is any addition, modification, or removal of authorized, planned, or supported service or service component and its associated documentation. There are four major roles involved with the change management process, each with separate and distinct responsibilities. The change initiator is the person who initially perceives the need for the change and develops, plans, and executes the steps necessary to meet the initial requirements for a Request for Change (RFC). The change advisory board (CAB) is a body that exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes. These models are usually input to the change management support tools in use and the tools then automate the handling, management, reporting, and escalation of the process. The change proposal must be entered in the change management tool just like any Request for Change (RFC). Generally the change management (CAB) assessment of the RFC does not include a review of the technical content of the change.
CA's IT Service Management Process Maps enable you to visualize the entire ITIL® best practice framework. At the same time we took the opportunity to revise and enhance the ITIL document templates, taking into account customer feedback on the V3 versions. An RFC, specifying the details of a proposed Change, must be submitted to Change Management for every non-standard Change.


As customer expectations and demands rise, network operations teams are focusing on IT service-quality improvement and achieving higher levels of availability by re-examining processes and procedures-particularly in the area of change management-because changes to the network are often a source of downtime. A complete back-out or remediation plan must be documented, including procedures to back out at various stages of the change for each change deemed risky enough to require it. The details of an Incident and its complete history from registration to resolution are recorded in an Incident Record. It highlights which information is typically held in the Configuration Management System (CMS) or in Configuration Management Databases (CMDBs) to describe Configuration Items (CIs).
It is intended for managers, network operations personnel and practitioners in IT service management. The Incident Management white paper provides a comprehensive look at the Incident Management Process map, including an examination of intersection points between the Incident Management line and other process lines. The need for a back-out plan, from a process standpoint, is usually tied to the level of risk calculated for a given change. Using the concept of an urban underground transport system, the Incident Management process is represented as a track with a starting point of Event and a destination of Restore Service.
The paper also examines the Check and Act junction stations, where the Incident Management line meets the circle representing Deming's Plan, Do, Check, and Act cycle of continuous improvement, which is the basis for ITIL®.



Disaster recovery assessment plan
National emergency alert system
Bottled water emergency preparedness


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