Process Owner:  Owns and maintains the IT Change Management process.    

• Performs continual service improvement assessments.
• Designs the Change Management process to model best practices in IT service management.
• Promotes awareness of the Change Management process.
• Participates in implementing and coordinating integrations with other IT and ITSM processes.
• Participates in IT Governance activities.

Change Manager: Responsible for day to day execution and facilitation of the change process. This role is focused on the management and administration of all changes.

• Reviews all change requests and audits for completeness per defined requirements.
• Ensures change status, progress and issues are communicated to the appropriate groups.
• Coordinates and chairs all regular CAB meetings.
• Manages escalations of change requests to senior leadership.

Change Requester:  A member from inside or outside the IT organization.  The Change Requester may create a request for change (RFC) via the ServiceNow platform or engage with an IT staff member who can assist or submit the change request on behalf of the requester.  (ServiceNow field)

Assigned to:  A member of the Assignment Group selected for the change request.  Usually the Change Implementer or Change Coordinator.   (ServiceNow field)Change Coordinator:  The Requester and/or Assigned to individual may act as a coordinator and use the change tasks in the implementation state to create implementation and post-implementation tasks for other members of the team participating in the change activity. 

Change Implementer: Responsible for implementing the change into the production environment.  There may be more than one implementer for each change.  The implementer may self-assign an implementation task when the change request enters Implementation state.

Change Tester: Responsible for post-implementation testing the change.  There may be more than one tester for each change.  The tester may self-assign a post-implementation testing task when the change request enters Implementation state

Change Reviewer:  Once the change is advanced from Implementation to Review state, the Reviewer(s) perform a final validation of the implementation.  A good practice is for the business service owner/manager or customer to validate the change and add comments to the change record before closure. 

Change Authority:  All change requests have one or more change authority. 

• Ensures the change is designed carefully and tested as much as possible before implementation.
• Ensures the change request is thoroughly documented and follows the guidance outlined for completing each of the required fields in the change form.
• Validates the configuration item and affected/impacted CIs are accurately identified.
• Approves/rejects/reclassifies the change based on the content.
• Solicit for additional information if the change request does not have sufficient detail for disposition.

A change authority cannot be Change Implementers and/or Testers and vice versa. 

CAB Manager:  Facilitates the CAB meeting or can delegate the responsibility.

• Generates weekly CAB meeting agenda for scheduled CAB meetings.
• Provides final approval/rejection for all changes discussed at CAB meeting.