Change Types
Standard (pre-approved), Normal (CAB-reviewed), Emergency (expedited). Define criteria per type; don’t let changes self-select.
Risk Assessment
Questionnaire scores risk. Low-risk changes auto-approve; higher risk hits CAB. Threshold-based, not arbitrary.
Approval Workflows
Multi-stage approvals — technical, change manager, business stakeholder. Parallel or sequential. Freshservice Workflow Automator handles the routing.
CAB
Weekly meeting for Normal changes. Members: change manager, key teams. Outcome: approved, deferred, rejected. Don’t invite everyone.
Post-Change Review
PIR for all changes, especially unsuccessful ones. Learn from failures. Track success rate — below 90% triggers process tightening.