A Change advisory board (CAB) manager understands technical functions, landscapes, and team interactions. This role identifies additional participants required for CAB reviews, facilitates CAB reviews, guides the CAB in reaching decisions, and records CAB decisions (approve or reject). This role also ensures the CAB review log is updated with current change requests and updates and distributes the CAB review meeting agenda to core CAB members and additional participants, as required.
The Change advisory board (CAB) consists of service and system owners with expert knowledge of technical services and landscapes. Members are responsible for reviewing weekly in-scope changes to identify potential impacts or conflicts with technical or business activities and provide input on newly defined standard changes and predefined changes.
A change implementer is a CIS or third-party supplier personnel that implements the requested change. This role evaluates the change implementation timelines and escalates to the change coordinator if reprioritization is required; prepares a detailed test, implementation, back-out, and remediation plan; and performs technical testing and user acceptance testing. Also, this role informs stakeholders about a successful implementation or escalates to the change coordinator in the event of a change failure.
First-level support is the single point of entry for all customer issues and requests. The tasks of first-level support include issue reception, record creation, record validation, record monitoring, and record dispatching and reporting, as well as validation of monitoring results.