ITIL change enablement (standard, normal and emergency)
Change enablement per ITIL 4: a request for change is classified as standard (pre-authorised, straight to implementation), normal (impact assessment and CAB authorisation) or emergency (ECAB), then scheduled, implemented with a backout path, and reviewed and closed. A rejection by either board goes back to the requester.
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<bpmn:documentation>Three change types share one process. Standard changes are pre-authorised and go straight to implementation; normal changes are assessed for impact and risk and authorised by the change advisory board (CAB); emergency changes are authorised by the emergency CAB (ECAB). Both boards feed the same authorisation decision, so a change either board rejects is returned to the requester. A failed implementation executes the documented backout plan. Every change ends with a review and closure, which is a full post-implementation review for normal and emergency changes.</bpmn:documentation>
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<bpmn:lane id="Lane_ChangeManager" name="Change manager"><bpmn:flowNodeRef>Task_Classify</bpmn:flowNodeRef><bpmn:flowNodeRef>Gw_ChangeType</bpmn:flowNodeRef><bpmn:flowNodeRef>Task_Assess</bpmn:flowNodeRef><bpmn:flowNodeRef>Task_Schedule</bpmn:flowNodeRef><bpmn:flowNodeRef>Task_ReviewClose</bpmn:flowNodeRef><bpmn:flowNodeRef>End_Closed</bpmn:flowNodeRef></bpmn:lane>
<bpmn:lane id="Lane_CAB" name="Change advisory board"><bpmn:flowNodeRef>Task_CABReview</bpmn:flowNodeRef><bpmn:flowNodeRef>Gw_DecisionMerge</bpmn:flowNodeRef><bpmn:flowNodeRef>Gw_Authorised</bpmn:flowNodeRef><bpmn:flowNodeRef>Task_ECAB</bpmn:flowNodeRef></bpmn:lane>
<bpmn:lane id="Lane_Implementation" name="Implementation team"><bpmn:flowNodeRef>Gw_ImplementMerge</bpmn:flowNodeRef><bpmn:flowNodeRef>Task_Implement</bpmn:flowNodeRef><bpmn:flowNodeRef>Gw_Successful</bpmn:flowNodeRef><bpmn:flowNodeRef>Task_Backout</bpmn:flowNodeRef><bpmn:flowNodeRef>Gw_DoneMerge</bpmn:flowNodeRef></bpmn:lane>
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<bpmn:startEvent id="Start_ChangeNeeded" name="Change needed"/>
<bpmn:userTask id="Task_RaiseRFC" name="Raise request for change"/>
<bpmn:userTask id="Task_Classify" name="Review and classify"/>
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<bpmn:userTask id="Task_CABReview" name="CAB review"/>
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<bpmn:exclusiveGateway id="Gw_Authorised" name="Authorised?" default="Flow_13"/>
<bpmn:userTask id="Task_ECAB" name="Emergency CAB approval"/>
<bpmn:sendTask id="Task_NotifyRejected" name="Notify requester"/>
<bpmn:endEvent id="End_Rejected" name="Change rejected"/>
<bpmn:userTask id="Task_Schedule" name="Schedule change window"/>
<bpmn:exclusiveGateway id="Gw_ImplementMerge"/>
<bpmn:userTask id="Task_Implement" name="Implement change"/>
<bpmn:exclusiveGateway id="Gw_Successful" name="Successful?" default="Flow_17"/>
<bpmn:userTask id="Task_Backout" name="Execute backout plan"/>
<bpmn:exclusiveGateway id="Gw_DoneMerge"/>
<bpmn:userTask id="Task_ReviewClose" name="Review and close change"/>
<bpmn:endEvent id="End_Closed" name="Change closed"/>
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<bpmn:sequenceFlow id="Flow_4" name="normal" sourceRef="Gw_ChangeType" targetRef="Task_Assess"/>
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<bpmn:sequenceFlow id="Flow_8" sourceRef="Task_CABReview" targetRef="Gw_DecisionMerge"/>
<bpmn:sequenceFlow id="Flow_9" sourceRef="Gw_DecisionMerge" targetRef="Gw_Authorised"/>
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<bpmn:sequenceFlow id="Flow_16" sourceRef="Task_Implement" targetRef="Gw_Successful"/>
<bpmn:sequenceFlow id="Flow_17" name="yes" sourceRef="Gw_Successful" targetRef="Gw_DoneMerge"/>
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<bpmn:sequenceFlow id="Flow_19" sourceRef="Task_Backout" targetRef="Gw_DoneMerge"/>
<bpmn:sequenceFlow id="Flow_20" sourceRef="Gw_DoneMerge" targetRef="Task_ReviewClose"/>
<bpmn:sequenceFlow id="Flow_21" sourceRef="Task_ReviewClose" targetRef="End_Closed"/>
</bpmn:process>
<bpmn:collaboration id="Process_ChangeEnablement_collab">
<bpmn:participant id="Process_ChangeEnablement_pool" name="IT service management — change" processRef="Process_ChangeEnablement"/>
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