Policies represent the governance being applied to the change management process. A policy describes the rules and boundaries being applied to the process to ensure appropriate controls are in place. This ensures consistency and repeatability but also identifies the level of flexibility a practitioner has when executing the process, procedure, or work instruction. In some instances, a policy can be applied to more than one process, and in the case of policies within change management, this is true. Some of the change management policies defined will be consistent with the incident management and problem management policies for categorization. The policies will be discussed in more detail with examples in the following sections.
Categorization refers to a policy that will be used by other processes (i.e., problem management, request management, and incident management). Categorization is very important to understand what service will be changed, what CIs...