Emergency change — ECAB approval and back-out
ITIL emergency change flow across requester, change manager, ECAB, release engineer and service desk, including the reclassification exit, the freeze-window override record, the burn-rate verification gate and the back-out path.
Make it your own.
title "Emergency change — ECAB approval and back-out"
lane "Requester"
lane "Change manager"
lane "ECAB"
lane "Release engineer"
lane "Service desk"
node A "Raise emergency RFC" in "Requester" as stadium
node B "Attach impact and back-out plan" in "Requester"
node C "Genuine emergency?" in "Change manager" as diamond
node D "Route to weekly CAB" in "Change manager" as stadium
node E "Convene ECAB within 30 min" in "ECAB"
node F "ECAB decision" in "ECAB" as diamond
node G "Reject - defer to next window" in "ECAB" as stadium
node H "Log freeze-window override" in "Change manager"
node I "Deploy with change ticket open" in "Release engineer"
node J "Smoke tests and burn rate clean?" in "Release engineer" as diamond
node K "Execute back-out plan" in "Release engineer"
node L "Brief service desk, update status" in "Service desk"
node M "Close change, PIR within 5 days" in "Change manager" as stadium
A -> B
B -> C
C -> D : "no"
C -> E : "yes"
E -> F
F -> G : "reject"
F -> H : "approve"
H -> I
I -> J
J -> K : "burn > 2x"
J -> L : "clean"
K -> L : "rolled back"
L -> M