Expedited Change

[Blue]

How many organizations added a fourth Change model of "Expedited"? If so what is the approval workflow for that expedited change?

[Blue]

@Ralph Hand, it seems your doc references an expedited option under emergency. You allow an emergency to be created for not break-fix reasons.

[Ralph Hand]

yes, our users have a hard time differentiating, more choice doesn't help them build better tickets or provide better data for us.

[Eric Jones]

We had an Expedited special for the first few years after we went live. It followed the same approvals as our Normal Change type. After a process improvement we found it to be too confusing and removed it. Instead we steer education to use of either the Normal or Emergency Change. Our organization implemented a Daily CAB meeting cadence as part of response to the pandemic and it negated the need for the Expedited special. We have since kept the Daily CAB in place.

[Blue]

@Eric Jones, How long is your daily CAB and who are you CAB members that need to attend each one?

[Eric Jones]

@Blue We are scheduled from 8-8:30 AM each weekday but typically the meeting concludes in less than 15 minutes. We also have a section of the meeting agenda dedicated to review any critical/major incidents or critical problems since our previous meeting.

We have a hard requirement either the change assignee, their leader, or a CAB Delegate to be in attendance to present the change; if no attendance, it isn't approved. Our attendees are spread across our IT enterprise ranging from our infrastructure, cybersecurity, IT health applications, IT operations, and digital business.

If there are questions or objections surrounding specific work it is tabled until those questions or objections can be resolved.