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Change request
Change request
Change request
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Figure 1: Example change request for the car industry

A change request, sometimes called change control request (CCR), is a document containing a call for an adjustment of a system; it is of great importance in the change management process.

Purpose and elements

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A change request is declarative, i.e. it states what needs to be accomplished, but leaves out how the change should be carried out. Important elements of a change request are an ID, the customer (ID), the deadline (if applicable), an indication whether the change is required or optional, the change type (often chosen from a domain-specific ontology) and a change abstract, which is a piece of narrative (Keller, 2005). An example of a change request can be found in Figure 1 on the right.

Sources

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Change requests typically originate from one of five sources:

  1. problem reports that identify bugs that must be fixed, which forms the most common source
  2. system enhancement requests from users
  3. events in the development of other systems
  4. changes in underlying structure and or standards (e.g. in software development this could be a new operating system)
  5. demands from senior management (Dennis, Wixom & Tegarden, 2002).

Additionally, in Project Management, change requests may also originate from an unclear understanding of the goals and the objectives of the project.[1]

Synonyms

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Change requests have many different names, which essentially describe the same concept:

  • Request For Change (RFC) by Rajlich (1999); RFC is also a common term in ITIL (Keller, 2005) and PRINCE2 (Onna & Koning, 2003).
  • Engineering Change (EC) by Huang and Mak (1999);
  • Engineering Change Request (ECR) at Aero;[2]
  • Engineering Change Order (ECO) by Loch and Terwiesch (1999)[3] and Pikosz and Malmqvist (1998).[4] Engineering Change Order is a separate step after ECR. After ECR is approved by Engineering Department then an ECO is made for making the change;
  • Change Notice at Chemical;[2]
  • Action Request (AR) at ABB Robotics AB (Kajko-Mattson, 1999);
  • Change Request (CR) is, among others, used by Lam (1998), Mäkäräinen (2000), Dennis, et al. (2002), Crnkovic, Asklund and Persson-Dahlqvist (2003) and at ABB Automation Products AB (Kajko-Mattsson, 1999).
  • Operational Change Request (OCR).
  • Enterprise Change Request (ECR).

See also

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References

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Further reading

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Revisions and contributorsEdit on WikipediaRead on Wikipedia

Change request

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A change request is a formal proposal to modify a document, deliverable, or baseline in . It serves as the primary mechanism for stakeholders to suggest adjustments to a project's scope, , , , or other elements, helping to maintain control over potential disruptions. In broader contexts such as and service management, a change request proposes alterations to products, systems, or services, often arising from identified defects, enhancements, or evolving requirements. These requests are integral to processes, where they undergo evaluation to assess impacts on baselines, resources, and risks before approval or rejection. Common in standards like those from the (PMI) and () guidelines for , change requests prevent uncontrolled modifications—known as —that could derail project outcomes. The handling of change requests typically follows a structured lifecycle: initiation through a standardized form detailing the proposed change and rationale, review by a change control board or equivalent authority for feasibility and alignment with objectives, decision-making (approve, reject, or defer), and implementation with updates to project documentation such as the change log. This process ensures traceability, accountability, and minimal disruption, with tools like integrated project management software often facilitating submission and tracking. Effective management of change requests is crucial for project success, as uncontrolled changes can lead to delays, budget overruns, or quality issues, while well-handled ones enable adaptability to new information or stakeholder needs.

Introduction

Definition

A change request is a formal proposal submitted to request modifications to an established baseline, such as a project's scope, , , deliverables, or configuration, ensuring that all alterations are evaluated systematically to minimize risks and maintain control. This process is integral to practices across various domains, where it serves as the initial step in documenting and justifying proposed adjustments before implementation. In project management, the (PMI) defines a change request as a formal proposal to modify a document, deliverable, or baseline, which may arise from identified variances, stakeholder needs, or external factors, and is processed through integrated to assess impacts on time, cost, and quality. For instance, in or projects, a change request might propose altering specifications to address unforeseen site conditions, requiring approval from a to update the project management plan accordingly. Within and , a change request typically involves alterations to , code, or , often documented as a Request for Change (RFC) to evaluate potential effects on system stability and performance. According to ITIL framework guidelines, it is a formal request for a change to be implemented, submitted with details on the proposed modification, rationale, and expected outcomes, and routed through a for and authorization. This ensures and compliance, particularly in agile environments where iterative changes must align with evolving user needs without disrupting ongoing sprints.

Historical Development

The concept of change requests emerged as a core component of (CM) practices in the mid-20th century, initially developed by the (DoD) to handle modifications in complex hardware systems such as missiles and aircraft. In the 1950s, the DoD established CM as a technical discipline to ensure consistency in a product's performance and attributes throughout its lifecycle, with processes formalized to evaluate and approve proposed alterations, preventing unauthorized modifications that could compromise system integrity. This early framework treated change requests—formal proposals for adjustments—as essential for maintaining baselines, with the military's "480 series" standards in the providing uniform guidelines for engineering changes and documentation. By the 1970s, CM principles, including structured change request handling, extended to amid growing complexity in programming projects. The adopted these practices for and impact assessment of code changes, recognizing the need for systematic requests to track defects, enhancements, and requirements shifts. A pivotal milestone came in with the publication of ANSI/IEEE Std 828, the first standard for plans, which outlined minimum requirements for processes, including the submission, review, and disposition of change requests to rebaseline configurations. In , change requests were further codified in the late as part of broader scope and integrated . The Institute's (PMI) initial PMBOK framework in 1987 incorporated as one of nine knowledge areas, emphasizing formal requests to assess impacts on scope, , and before approval. This evolution continued into the 1990s with the consolidation of military standards into MIL-HDBK-61A (2001), which detailed configuration control boards for processing change requests across hardware and software. By the 2000s, the rise of agile methodologies and integrated change requests into iterative processes, prioritizing rapid evaluation while retaining formal documentation for traceability, as seen in ANSI/EIA-649 standards adapted for civilian industries.

Purposes and Applications

Core Purposes

Change requests serve as a formal mechanism to propose, evaluate, and implement modifications to established baselines in projects, services, or systems, ensuring that alterations are deliberate and aligned with overarching objectives. In , their primary purpose is to control deviations from the approved scope, , or , thereby preventing uncontrolled changes that could derail progress or inflate costs. This structured approach allows stakeholders to assess the potential impacts, including risks to and resources, before approval, fostering a disciplined environment where only beneficial modifications proceed. In , change requests—often termed Requests for Change (RFCs)—aim to manage the lifecycle of alterations to or services with minimal disruption. The core objective is to enable advantageous changes while mitigating risks to operational stability, such as service outages or compliance violations. By requiring formal submission and , RFCs facilitate thorough of technical feasibility, resource needs, and business alignment, distinguishing between low-risk standard changes and those necessitating higher scrutiny. Beyond specific domains, change requests promote and across applications, documenting rationale, decisions, and outcomes to support auditing and continuous improvement. This purpose extends to enhancing organizational by integrating feedback loops that refine processes without compromising established goals, ultimately reducing the likelihood of adverse effects from ad-hoc modifications. For instance, in , they ensure updates to code or features are vetted against user requirements and system integrity.

Industry Applications

Change requests are integral to and operational processes across diverse industries, enabling controlled modifications to products, systems, processes, or policies while minimizing risks to quality, timelines, and costs. In sectors such as , , , healthcare, and finance, they facilitate adaptation to evolving requirements, regulatory demands, or stakeholder needs through formalized documentation, review, and approval mechanisms. In the and IT industry, change requests commonly address alterations to scope, such as switching programming languages or adding features to applications. For instance, a client may request replacing with Python in a , necessitating additional resources like an extra to maintain deadlines and assess impacts on integration and . This process ensures that modifications enhance functionality without compromising system stability, often resulting in improved user retention, as seen in cases where features increased user retention by 25%. The construction industry relies on change requests to handle unforeseen site conditions, regulatory updates, or client preferences that affect project baselines. A typical example involves delaying a task from day 12 to day 20 due to extended prior work, prompting a request to adjust schedules and reallocate labor to prevent cascading delays. Another scenario is modifying an HVAC system to comply with new energy regulations, which may add costs but yield long-term savings after approval by a . These requests are crucial for maintaining , budget adherence, and contractual obligations. In , change requests manifest as engineering change requests (ECRs) or manufacturing change requests (MCRs), focusing on , processes, or documentation to ensure compliance and efficiency. For example, an ECR might propose modifications to address quality issues or incorporate user feedback, involving impact analysis on production lines and quality controls before implementation. Similarly, a document change request could update standard operating procedures (SOPs) based on feedback, reducing errors and supporting continuous improvement while mitigating risks to product . Healthcare employs change requests primarily in technology and workflow implementations to enhance patient care and amid strict regulatory environments. A common case is requesting the addition of a feature to an electronic health records (EHR) system, which requires evaluating effects on and user training, potentially causing minor delays but improving service accessibility. In another instance, decentralizing scheduling from a central hub to local offices involved a change request for analysis, leading to an 11% increase in patient visits and reduced call volumes by 1,500 per month after approval and communication efforts. In the industry, change requests support adaptations to and regulatory shifts, such as updating systems for compliance with new financial laws. For example, a might submit a request to integrate for , assessing impacts on and legacy to avoid disruptions. Regulatory changes, cited by 16% of bank executives as a top challenge, often trigger requests for process overhauls, involving interdisciplinary teams to flatten hierarchies and train staff, ensuring seamless transitions without compromising .

Elements and Components

Standard Elements

In project management, a change request form standardizes the documentation of proposed modifications to a project's baseline, ensuring that all relevant details are captured for evaluation and decision-making. These forms are integral to the integrated change control process outlined in established methodologies, where changes to scope, schedule, cost, or other elements must be formally proposed to maintain project integrity. Typical standard elements include identification details, descriptive content, justification, impact analysis, proposed solutions, and approval mechanisms, which collectively facilitate transparent assessment by stakeholders or a change control board. Key identification elements begin with a unique change request number for tracking purposes across project documents and logs, preventing duplication and enabling efficient retrieval. Accompanying this are requestor details, such as the name, role, department, contact information, and submission date, which establish accountability and provide a for clarifications. A priority level (e.g., high, medium, low) is also commonly included to indicate urgency, helping prioritize reviews in resource-constrained environments. The core descriptive elements focus on articulating the change itself. A short description offers a concise summary of the proposed alteration, while a detailed description elaborates on the current problem, opportunity, or discrepancy prompting the request, often including references to affected deliverables or requirements. Justification provides the rationale, linking the change to objectives, such as reduction, enhanced , or alignment with stakeholder needs, supported by evidence like metrics or prior analyses. An is essential, evaluating effects on key constraints: scope (e.g., added features), (e.g., delays), (e.g., budget overruns), (e.g., standards compliance), resources (e.g., additional ), and (e.g., new vulnerabilities). This section may use qualitative or quantitative indicators to quantify implications, ensuring decisions are informed rather than speculative. Proposed implementation elements outline actionable steps. Recommendations detail the specific solution, including steps for execution, required resources, and estimated duration or . Alternatives considered briefly notes other options evaluated and why they were discarded, promoting thoroughness. A timeline or target date specifies when the change should be implemented if approved, aligning with milestones. Finally, approval elements track the review outcome. The status field indicates progression (e.g., submitted, under review, approved, rejected, deferred), while disposition captures the decision rationale from approvers. Sign-off sections include spaces for reviewer names, decisions, dates, and signatures, formalizing consensus and updating the change log accordingly. These elements ensure auditability and integration with broader controls.

Contextual Variations

Change requests, while sharing core elements such as a description of the proposed modification and its rationale, exhibit significant variations in structure, required components, and emphasis depending on the industry or methodology employed. In frameworks like the (PMBOK), change requests prioritize assessing impacts on the project's triple constraints—scope, , and —and typically include a detailed justification, alternatives considered, and potential effects on baselines. These requests are formalized to ensure controlled modifications to deliverables or documents, often requiring review by a . In service management (ITSM) under ITIL, the Request for Change (RFC) adopts a more lifecycle-oriented approach, emphasizing risk mitigation and service stability. Key components include a , submission date, requester details, change priority (e.g., standard, normal, or ), justification, associated risks, affected configuration items, steps, testing procedures, and a plan to restore services if needed. This structure supports categorization into types like standard changes for low-risk, pre-approved modifications, ensuring minimal disruption to IT operations. Construction industry change requests, often termed change orders and standardized by the (AIA) via forms like G701, focus heavily on contractual amendments to scope, pricing, and timelines due to the tangible and sequential nature of physical work. Essential elements comprise a clear description of the work alteration (e.g., material substitutions or design revisions), adjustments to the contract sum (additive or deductive), extensions or reductions in contract time, and signatures from owner, contractor, and to formalize agreement. Unlike more fluid IT contexts, these orders address unforeseen site conditions or owner-directed changes, with detailed cost breakdowns to prevent disputes. In , variations arise between traditional and agile methodologies. Traditional approaches mirror PMBOK by requiring formal proposals detailing functional or non-functional alterations, impact on codebases or testing, and resource needs. In contrast, agile environments like Scrum treat changes less formally, integrating them into the as user stories rather than standalone requests; this promotes adaptability to evolving requirements without rigid documentation, though high-impact changes may still trigger a lightweight review during sprint planning. Such flexibility reduces administrative overhead but maintains traceability through tools like Jira. Across and sectors, change requests often incorporate elements, such as references to baseline documents and verification of compliance with standards, to track modifications in product designs or processes. For instance, in , requests must detail attainability, planning, and evaluation post-implementation, reflecting the need for precision in interdependent components. These contextual adaptations ensure that change requests align with domain-specific risks and objectives, from service continuity in ITSM to contractual integrity in .

Sources of Change Requests

Internal Sources

Internal sources of change requests originate from within the , , or internal stakeholders, distinguishing them from external inputs like demands or regulatory shifts. These requests typically emerge during or execution phases, driven by discoveries, optimizations, or adaptations that align the project more closely with organizational goals. Effective identification and documentation of internal sources ensure that changes enhance project outcomes without introducing uncontrolled . Project team members often initiate change requests upon identifying issues or opportunities during . For instance, a developer or analyst might propose modifications to deliverables after uncovering errors, inefficiencies, or better approaches in the (WBS), such as refining a software module to improve performance based on testing results. These requests stem from hands-on involvement and aim to correct planning omissions or incorporate innovative ideas that were not anticipated initially. Internal departments or functional units, such as , HR, or operations, can generate change requests to integrate evolving priorities. Examples include reallocating resources due to shifting departmental budgets or updating processes to comply with new internal policies, like enhanced protocols affecting IT deliverables. Such requests help synchronize the with broader organizational changes but require assessment to evaluate impacts on and timeline. Project sponsors, managers, or senior may submit internal change requests based on strategic insights or performance monitoring. This could involve scaling back non-essential features to accelerate delivery or enhancing standards in response to internal audits, ensuring the remains viable amid organizational dynamics. These high-level inputs prioritize and are often formalized through established boards to maintain .

External Sources

External sources of change requests refer to factors or entities outside the immediate or that necessitate modifications to project baselines, deliverables, or processes. These sources often arise from environmental, regulatory, or stakeholder-driven influences beyond , requiring formal evaluation through mechanisms to assess impact on scope, , , and . Customers and clients represent a primary external source, frequently submitting requests for adjustments such as new features, design alterations, or enhanced functionality to better align with evolving needs or preferences. For instance, in a project, a client might request a material substitution like changing wall colors from white to light green to match branding updates, prompting a formal change request to evaluate feasibility and costs. Similarly, in , external users or service consumers may initiate requests for improvements to user interfaces or additional capabilities. Regulatory and legal requirements from bodies or industry standards bodies constitute another key external source, where compliance mandates—such as updated environmental regulations or data laws—can force revisions. These changes ensure adherence to external mandates but may introduce delays or additional resources; for example, new financial reporting standards might require modifications to an system's baseline specifications. Market and competitive pressures, including shifts in industry trends or competitor actions, also trigger external change requests. Organizations may need to adapt projects to incorporate or respond to socioeconomic pressures, such as demographic changes affecting target audiences, to maintain relevance and competitiveness. Technological advances from external vendors or global market dynamics, like disruptions, further exemplify this, often leading to requests for integrating new tools or reallocating resources. External stakeholders, such as suppliers, partners, or third-party vendors, can initiate change requests due to contractual obligations or unforeseen issues, like delays in material delivery or changes in agreements. In frameworks, external service users submitting requests for change (RFCs) highlight how these sources integrate into broader ecosystems, ensuring service continuity without internal bias.

Management Processes

Lifecycle Stages

The lifecycle of a in encompasses a structured sequence of stages designed to evaluate, approve, and integrate proposed modifications to baselines, deliverables, or plans while minimizing risks to scope, , cost, and . This process, often referred to as , ensures that changes are handled systematically to maintain integrity and stakeholder alignment. According to the (PMBOK) Guide, the lifecycle begins with the identification of a need for change and concludes with verification and of its outcomes, occurring iteratively throughout the project phases. Submission Stage: The lifecycle initiates when a stakeholder—such as a team member, sponsor, or external party—identifies a potential change and submits a formal change request. This document typically includes a description of the proposed change, its rationale, anticipated benefits, potential impacts on project constraints, and any supporting . The request is logged in a change register or log for tracking purposes, ensuring from the outset. In PMBOK's Perform Integrated process, this stage emphasizes documenting even informal suggestions to formalize them, preventing ad-hoc modifications that could disrupt project stability. Evaluation and Analysis Stage: Once submitted, the or designated team assesses the change request for feasibility and impacts. This involves analyzing effects on the project triple constraint (scope, time, ), as well as risks, resources, , and dependencies on other work packages or baselines. Tools such as impact matrices or models may be used to quantify outcomes, and additional data gathering or expert consultations occur if needed. PMBOK highlights this stage as critical for recommending approval, rejection, or deferral, with the analysis feeding into decision-making to avoid . For instance, in complex projects, this may include cross-referencing with systems to evaluate baseline alterations. Review and Decision Stage: The evaluated request is presented to a (CCB) or authorized decision-makers, such as senior stakeholders or a steering committee, for formal review. The CCB deliberates on the analysis, weighing benefits against risks and aligning with project objectives and organizational strategy. Decisions include approval (potentially with modifications), rejection, or deferral to a later phase. This stage often involves meetings or voting protocols to ensure transparency and consensus. As outlined in PMBOK, the output here is an approved or rejected change request, with reasons documented to inform future requests and maintain governance. Implementation Stage: Approved changes proceed to execution, where the integrates the modification into the work plan. This may require updating schedules, budgets, resource allocations, or documents, followed by assigning tasks and monitoring progress. Communication to affected stakeholders is essential to manage expectations and secure buy-in. In alignment with PMBOK's Direct and Manage Project Work process, implementation treats the change as a mini-project, with defined milestones to track adherence to the original approval conditions. Verification and Closure Stage: The final stage verifies that the implemented change meets its intended outcomes through quality control checks, testing, or audits. Any deviations are addressed via corrective actions, and lessons learned are captured for process improvement. The change request is then closed in the log, with updates to project documents and final notifications issued. PMBOK integrates this with the Validate Scope and Control Quality processes, ensuring the change enhances rather than undermines project deliverables. This closure reinforces accountability and supports continuous improvement in change management practices. Across industries, variations exist—such as additional security reviews in IT projects under frameworks like ITIL—but the core lifecycle remains consistent to promote disciplined change handling. In the PMBOK Guide (7th Edition), integrated change control is addressed within the performance domain, emphasizing adaptive responses to change across project life cycles.

Approval and Implementation

The approval stage of a change request process entails a formal to assess the proposed modification's alignment with project objectives, its potential impacts, and overall feasibility. Typically, this involves an initial evaluation by the or a dedicated team to analyze effects on scope, , , , resources, and risks, often using predefined criteria such as whether the change affects critical path milestones or requires additional funding exceeding a threshold like $100,000. For major changes, the request is escalated to a (CCB), comprising stakeholders like sponsors, technical experts, and representatives, who deliberate on approval, rejection, or deferral based on and risk mitigation strategies. Minor changes, which do not significantly impact baselines (e.g., delays under 14 days or budget variances below a set percentage), may be approved directly by the to expedite decision-making without formal board . During approval, all requests are documented in a change register or log, capturing details like the rationale, assessed impacts, and supporting to ensure transparency and auditability. The CCB or approver weighs factors such as contractual implications, stakeholder endorsements, and potential workarounds before rendering a decision, with rejections often accompanied by feedback for resubmission. According to standards from the Association for Project Management (APM), this evaluation phase recommends actions to the sponsor or governance board, emphasizing a detailed to maintain project baselines. In PMI's Perform Integrated process, as outlined in the PMBOK (7th Edition), approvals coordinate changes across deliverables and documents, preventing while authorizing only those that enhance project outcomes. Upon approval, implementation begins with updating the project management plan, including baselines for scope, schedule, and cost, to reflect the authorized change. The project manager then coordinates execution, assigning tasks to relevant team members or departments and allocating necessary resources, often through action plans that outline timelines and responsibilities. Monitoring follows to verify that the change is delivered as intended, with performance tracked against updated metrics and any deviations addressed via corrective actions. For instance, in software projects, implementation might involve code updates and testing, while construction changes could require revised blueprints and site adjustments, always with communication to affected stakeholders to minimize disruptions. Post-implementation reviews assess effectiveness, updating the change log and lessons learned to inform future requests, ensuring continuous improvement in change management practices.

Tools and Frameworks

Software Tools

Software tools for change request management streamline the process of submitting, evaluating, approving, and implementing changes across IT, , and enterprise environments. These platforms automate workflows to ensure compliance with standards like ITIL, reduce risks through impact analysis and rollback capabilities, and provide audit trails for accountability. By integrating with configuration management databases (CMDB) and development pipelines, they minimize disruptions and enhance collaboration among stakeholders, such as change advisory boards (CAB). Key features commonly found in these tools include customizable approval hierarchies, change calendars for scheduling and conflict detection, automated notifications, and reporting dashboards for post-implementation reviews. For instance, risk scoring algorithms help prioritize requests based on potential impacts, while AI-driven recommendations suggest mitigation strategies. Such functionalities support both standard and emergency changes, ensuring scalability for organizations of varying sizes.
ToolKey FeaturesPrimary Use Cases
ServiceNowITIL change types (standard, normal, emergency), CAB workbench, CMDB integration, AI-powered risk assessment and automation.Enterprise ITSM, DevOps integration for large-scale IT operations.
Jira Service ManagementBuilt-in workflows, CI/CD pipeline integration, change calendar, automation rules for approvals.Agile software development teams handling frequent code and infrastructure changes.
FreshserviceDrag-and-drop workflow designer, SLA-driven approvals, CMDB visibility, AI assistant for change advisory.Mid-sized IT service desks focusing on asset-linked changes and quick implementations.
ManageEngine ServiceDesk PlusCustom workflows, CAB management, change templates, post-implementation review tools, mobile access.Cost-effective ITSM for SMBs with needs for historical logging and API integrations.
SysAidPre-configured ITIL templates, multi-level approvals, risk assessment, end-user portals for submissions.Organizations emphasizing compliance and audit trails in change processes.
These tools often incorporate AI enhancements, as recognized in the 2025 for AI Applications in , where positioned as a Leader, and vendors like SysAid recognized, for augmenting change workflows with and . Selection depends on factors such as integration needs, deployment options (cloud vs. on-premises), and alignment with organizational scale, with many offering free trials for evaluation.

Standards and Methodologies

Several established standards and methodologies provide frameworks for managing change requests, ensuring controlled modifications to projects, systems, or services while minimizing risks to scope, , and quality. These approaches emphasize structured processes for submitting, evaluating, approving, and implementing changes, tailored to specific domains such as , IT services, and . In project management, the Project Management Institute's (PMI) A Guide to the Project Management Body of Knowledge (PMBOK Guide)—Seventh Edition outlines the Perform Integrated Change Control process as a core mechanism for handling change requests. This process involves reviewing change requests against project baselines, assessing impacts on objectives, and obtaining approvals from the change control board before integration into the project management plan. It applies to all types of changes, including those to scope, cost, or schedule, and requires documentation of all decisions to maintain traceability. The methodology promotes proactive monitoring to prevent unauthorized changes, with tools like impact analysis ensuring alignment with stakeholder expectations. For IT service management, the IT Infrastructure Library (ITIL) framework—specifically ITIL 4—defines change enablement as a practice to maximize successful changes while minimizing disruptions. Change requests are categorized into standard (low-risk, pre-approved), normal (requiring assessment and authorization), and emergency (urgent, high-impact) types, each following defined workflows from request logging to post-implementation review. ITIL emphasizes risk assessment, stakeholder consultation, and automation for efficiency, integrating with incident and problem management to support service continuity. This methodology is widely adopted in IT operations for its focus on governance and continual improvement through metrics like change success rates. In systems and , ISO 10007:2017 provides guidelines for , where is a key activity for processing change requests throughout the . The standard recommends establishing a configuration control board to evaluate requests based on criteria such as technical feasibility, cost implications, and alignment with requirements, followed by verification and baseline updates. Complementing this, IEEE Std 828-2012 specifies processes for software plans, including the , , and of change requests to ensure integrity of configuration items. These engineering-focused methodologies prioritize audit trails, , and interface with other life cycle processes like . The Association of Change Management Professionals (ACMP) Standard for ® offers a broader, interdisciplinary approach applicable to organizational changes, including those driven by project-related requests. It structures activities around individual, group, and organizational transitions, with emphasis on readiness assessments and reinforcement to sustain change outcomes, drawing from empirical practices in diverse sectors.

Challenges and Best Practices

Common Challenges

Managing change requests presents several persistent challenges across project management domains, particularly in , IT services, and general project environments. These issues often stem from the inherent complexity of assessing and implementing modifications while maintaining project integrity, timelines, and budgets. A systematic of 43 articles identified impact analysis as the most frequent challenge, cited in 67% of works, due to the difficulty in evaluating effects on system state, goals, and operational constraints. Similarly, and time rank highly, appearing in 25% and 12% of studies respectively, as inaccurate predictions can derail and lead to overruns. Scope creep emerges as a core issue, where uncontrolled additions to scope via change requests inflate complexity and risk failure; surveys of over 500 professionals highlight it as a primary cause of and excesses. In IT projects, poorly defined change requests exacerbate this by causing misunderstandings between stakeholders and contractors, often resulting in conflicts, extended timelines, and additional costs. Poor requirements documentation at the outset compounds the problem, as incomplete specifications make it challenging to trace dependencies and conflicts, with and dependency management noted as hurdles in 22% and 16% of analyzed papers. Resource constraints and communication gaps further complicate change request handling. Limited skilled personnel frequently delay evaluations and implementations, straining budgets and increasing workload on teams. In IT service contexts, unclear responsibilities, scattered across tools and personal files, and confusion between change requests and other service requests hinder effective processing, as observed in case studies of service providers transitioning to standardized frameworks. Additionally, the absence of unified methodologies or adequate tools for and reporting amplifies these issues, leading to inconsistent change recording and approval delays. Organizational resistance to formal processes also persists, particularly when introducing structure in uncontrolled environments, underscoring the need for stakeholder buy-in to mitigate risks.

Strategies for Effective Management

Effective management of change requests in requires a structured approach to minimize risks such as , cost overruns, and schedule delays. A formal system is essential, involving the use of standardized Project Change Request forms to document proposed modifications to project requirements or commitments, allowing for systematic evaluation by the . This process ensures that changes are assessed based on their alignment with business objectives, potential impacts on schedule, cost, and resources, and overall project viability. Key strategies include conducting a comprehensive impact analysis for each request, which evaluates risks, benefits, and effects on deliverables, often using simple templates that outline business objectives, funding needs, and required approvals. Establishing clear authority levels for approvals—such as project managers handling minor changes (e.g., delays under one week or costs below $10,000) while escalating larger ones to a —prevents bottlenecks and ensures timely decisions. Stakeholder engagement is critical from the outset; involving key parties in a discovery process to define needs and build consensus helps prioritize requests and foster buy-in, reducing resistance. Integration with broader project planning enhances effectiveness, such as incorporating deliverables—like vision statements and workshops—directly into the to align changes with organizational goals. Maintaining a Change Notice Log tracks all requests and decisions, providing an for ongoing monitoring and adjustments. Post-approval, strategies emphasize execution through the cycle: planning the implementation, executing with stakeholder communication, checking progress via metrics like adoption rates, and acting on feedback to refine outcomes. To measure success, organizations should assess change readiness before implementation and track benefit realization afterward, using indicators such as process metrics and stakeholder attitudes to verify that changes deliver intended value without unintended disruptions. Defining clear change objectives upfront, followed by tailored strategies that account for political, financial, and complexity factors, further supports reliable execution. These practices, when applied consistently, enable projects to adapt flexibly while maintaining control.

Synonyms and Terminology

In , a change request refers to that defines a proposed alteration to the , including aspects such as scope, , or resources. This term is often used synonymously with "request for change" (RFC) in service management frameworks, where an RFC serves as a formal proposal to implement modifications to IT services or components, initiating the process. In and systems development, specialized variants include the engineering change request (ECR), which is a formal proposing modifications to product designs, processes, or specifications, typically requiring engineering review and approval. Similarly, the software change request (SCR) or system change request denotes a proposal for alterations to software configurations or elements, often tracked within plans. Other related terminology encompasses "change proposal," a preliminary outlining potential modifications before formal submission as a change request, and "modification request," used in contractual or contexts to seek adjustments to agreed terms. These terms emphasize the structured nature of proposing and evaluating changes to avoid uncontrolled or disruptions. Change requests are formal proposals to modify an existing product, service, process, or baseline, typically requiring assessment for risk, impact, and approval before implementation. In frameworks like ITIL, they differ from service requests, which involve user-initiated demands for standard, pre-approved services or information without altering the underlying infrastructure, such as password resets or access provisioning. Service requests focus on fulfillment through established catalogs and do not necessitate change advisory boards, whereas change requests undergo rigorous evaluation to prevent service disruptions. In contrast to incidents, which are unplanned interruptions or degradations in requiring immediate restoration to normal operation—often without addressing root causes—change requests are proactive or planned modifications aimed at improvement, enhancement, or resolution of known issues. Incidents prioritize rapid resolution to minimize , treating symptoms rather than implementing structural alterations, which is the domain of change requests evaluated through processes like (Change Advisory Board) reviews. Problems in ITIL represent the underlying causes of one or more incidents, involving root cause analysis to identify and mitigate recurring issues, but they do not inherently propose modifications; instead, solutions to problems often trigger separate change requests for . This distinction ensures that investigative efforts (problems) feed into controlled alterations (changes) without conflating diagnosis with execution. Within , as outlined in the PMBOK Guide, change requests encompass a broader category that may include corrective actions—reactive measures to realign performance with the plan after deviations in scope, schedule, or cost—but the request itself is the formal mechanism for approval, not the action alone. Preventive actions, which proactively reduce the likelihood of adverse outcomes, similarly generate change requests for baseline updates, but differ in their forward-looking intent versus the retrospective focus of corrective actions. Defect repairs, another output leading to change requests, specifically address product flaws without broader adjustments unless approved.
ProcessKey FocusRelation to Change RequestFramework
Service RequestStandard service fulfillment (e.g., access grants)No modification to services; pre-approvedITIL
IncidentImmediate service restorationReactive to disruptions; may trigger changesITIL
ProblemRoot cause investigationIdentifies issues; solutions via change requestsITIL
Corrective ActionRealign to plan post-deviationOutputs a change request for implementationPMBOK
Preventive ActionReduce future risksGenerates change request proactivelyPMBOK
Defect RepairFix product errorsLeads to targeted change requestPMBOK

References

  1. https://www.pmi.org/-/media/pmi/documents/registered/pdf/pmbok-standards/pmi-lexicon-pm-terms.pdf?rev=447328d841c249af985d14177ddd5f95
  2. https://www.pmi.org/learning/library/definition-change-control-project-management-8030
  3. https://www.techtarget.com/searchcio/definition/change-request
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  5. https://www.pmi.org/learning/library/pmo-workbook-establishing-successful-methodology-6734
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  9. https://wiki.en.it-processmaps.com/index.php/Change_Management
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  15. http://www.maxwideman.com/musings/look_back.htm
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  21. https://www.6sigma.us/manufacturing/engineering-change-request-ecr/
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  26. https://www.brightwork.com/blog/managing-change-request-template
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  29. https://www.knowledgehut.com/blog/it-service-management/request-for-change
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  31. https://www.procore.com/library/guide-aia-g701-change-order
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  33. https://www.scrum.org/forum/scrum-forum/34955/how-do-you-handle-change-request
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  38. https://www.projectmanager.com/blog/what-is-change-control-in-project-management
  39. https://virima.com/blog/understanding-itil-types-of-changes-a-comprehensive-guide
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  41. https://www.pmi.org/pmbok-guide-standards
  42. https://www.pmdrill.com/change-control-step-by-step/
  43. https://www.projectmanagement.com/wikis/396744/change-management-process-for-project
  44. https://www.4pmti.com/learn/change-management-process-guide/
  45. https://support.microsoft.com/en-us/office/how-to-evaluate-project-change-requests-fc36f2bb-5858-48fa-8fe9-fad4721fff6c
  46. https://www.superblocks.com/blog/itil-change-management-software
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  48. https://www.servicenow.com/blogs/2025/leader-ai-applications-itsm
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  61. https://it.cornell.edu/it-service-management/incident-request-problem-change
  62. https://www.manageengine.com/products/service-desk/itsm/incident-problem-change-asset-management.html
  63. https://pdcaconsulting.com/itil-ticket-types-incident-problem-change-service-request/
  64. https://blogs.helixops.ai/ticket-vs-incident-vs-problem-vs-service-request/
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  67. https://pmvidya.com/blog/change-requests-types-change-control-board-change-control-process/
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