ITIL Change Management is one of the eleven IT Service Management disciplines. The object of Change Management in this context is to ensure that standardised methods and procedures are used for efficient and prompt handling of all Changes, in order to minimise the impact of any related Incidents upon service. Changes in the IT infrastructure may arise reactively in response to Problems or externally imposed requirements, e.g. legislative changes, or proactively from seeking imposed efficiency and effectiveness or to enable or reflect business initiatives, or from programmes, projects or service improvement initiatives. Change Management can ensure standardised methods, processes and procedures are used for all Changes, facilitate efficient and prompt handling of all Changes, and maintain the proper balance between the need for Change and the potential detrimental impact of Changes.

Change Management is responsible for controlling Change to all Configuration Items within the live environment. It is not responsible for change within ongoing projects, which are controlled by the project change process. However close liaison between development project managers and the Change Manager is expected. Change Management would typically comprise the raising and recording of changes, assessing the impact, cost, benefit and risk of proposed Changes, developing business justification and obtaining approval, managing and co-ordinating Change implementation, monitoring and reporting on implementation, reviewing and closing RFCs.