Política de Gestión de Cambios
Normativa para gestionar cambios en los sistemas de información.
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📋 Información General
Documento: Política de Gestión de Cambios
Código: CCN-POL-002
Versión: 1.0.0
Fecha: Enero 2025
Clasificación: Confidencial
Audiencia: Equipos de TI, Desarrollo, Infraestructura, QA y Change Advisory Board de DivisionCero
🎯 Propósito
Establecer un marco estructurado para la gestión de cambios en los sistemas de información de DivisionCero, asegurando que todas las modificaciones sean planificadas, evaluadas, aprobadas, implementadas y revisadas de manera controlada para minimizar riesgos operacionales y mantener la estabilidad de los servicios.
🏢 Alcance
Esta política aplica a:
- Sistemas de Información: Aplicaciones, bases de datos, middleware
- Infraestructura Tecnológica: Servidores, redes, almacenamiento, servicios cloud
- Software y Aplicaciones: Código fuente, configuraciones, releases
- Procesos y Procedimientos: Cambios en flujos operacionales de TI
- Personal y Organización: Cambios en roles, responsabilidades, equipos
- Terceros y Proveedores: Cambios que involucren servicios externos
- Entornos: Desarrollo, testing, staging, producción
📚 Definiciones
- Cambio: Adición, modificación o eliminación de cualquier elemento autorizado
- RFC (Request for Change): Solicitud formal de cambio documentada
- CAB (Change Advisory Board): Comité de evaluación y aprobación de cambios
- Change Owner: Persona responsable del éxito del cambio
- Rollback: Proceso de reversión a estado anterior al cambio
- Change Window: Ventana de tiempo autorizada para implementar cambios
- PIR (Post Implementation Review): Revisión posterior a la implementación
🛡️ Tipos de Cambios
📊 Clasificación por Impacto y Riesgo
graph TB
A[Solicitud de Cambio] --> B{Evaluación de Impacto}
B --> C[Emergency Change]
B --> D[Standard Change]
B --> E[Normal Change]
B --> F[Major Change]
C --> G[Immediate Implementation]
D --> H[Pre-approved Process]
E --> I[CAB Review]
F --> J[Executive Review]
subgraph "Risk Levels"
K[Low Risk]
L[Medium Risk]
M[High Risk]
N[Critical Risk]
end
D --> K
E --> L
F --> M
C --> N
🔧 Tipos de Cambios por Categoría
1. Emergency Changes (Cambios de Emergencia)
- Definición: Cambios que deben implementarse inmediatamente
- Criterios: Riesgo inmediato para la seguridad, disponibilidad o integridad
- Aprobación: Post-implementación con justificación
- Ejemplos:
- Parches de seguridad críticos
- Fixes de incidentes críticos en producción
- Respuesta a ataques de ciberseguridad
2. Standard Changes (Cambios Estándar)
- Definición: Cambios rutinarios y de bajo riesgo pre-aprobados
- Criterios: Procedimientos bien establecidos y probados
- Aprobación: Pre-autorizada con procedimiento documentado
- Ejemplos:
- Instalación de software estándar
- Creación de cuentas de usuario
- Actualizaciones de antivirus
3. Normal Changes (Cambios Normales)
- Definición: Cambios que requieren evaluación y aprobación del CAB
- Criterios: Riesgo medio con impacto moderado
- Aprobación: CAB review y autorización formal
- Ejemplos:
- Actualizaciones de aplicaciones
- Cambios de configuración
- Migraciones de datos menores
4. Major Changes (Cambios Mayores)
- Definición: Cambios de alto impacto que afectan múltiples sistemas
- Criterios: Alto riesgo, alta complejidad, múltiples stakeholders
- Aprobación: Executive review + CAB + extensive testing
- Ejemplos:
- Migraciones completas de sistemas
- Nuevas implementaciones de software
- Cambios de arquitectura
📈 Matriz de Clasificación
Tipo | Impacto | Riesgo | Tiempo de Aprobación | Ventana de Implementación |
---|---|---|---|---|
Emergency | Alto/Crítico | Alto | Inmediata | 24/7 |
Standard | Bajo | Bajo | Pre-aprobada | Horarios definidos |
Normal | Medio | Medio | 3-5 días | Ventanas programadas |
Major | Alto | Alto | 1-2 semanas | Ventanas planificadas |
👥 Roles y Responsabilidades
🏢 Change Advisory Board (CAB)
Composición del CAB
- Chair: Change Manager (IT Operations)
- Permanent Members:
- CTO o VP Engineering
- Security Manager (CISO delegate)
- Infrastructure Manager
- Application Development Manager
- QA Manager
- Variable Members (según tipo de cambio):
- Business Representatives
- External Vendors
- Subject Matter Experts
Responsabilidades del CAB
CAB_Responsibilities:
evaluation_and_approval:
- risk_assessment: "Evaluate technical and business risks"
- impact_analysis: "Assess impact on services and users"
- resource_validation: "Confirm availability of required resources"
- timeline_review: "Validate proposed implementation schedule"
strategic_oversight:
- policy_compliance: "Ensure adherence to change management policy"
- standard_development: "Develop and maintain change standards"
- process_improvement: "Continuously improve change processes"
- metrics_review: "Monitor change management performance"
👤 Roles Específicos
Change Manager
- Liderar el proceso de gestión de cambios organizacional
- Facilitar reuniones del CAB y toma de decisiones
- Mantener el calendario maestro de cambios
- Reportar métricas y performance a management
- Asegurar compliance con políticas y procedimientos
Change Owner
- Responsable del éxito general del cambio específico
- Coordinar todos los aspectos de planning e implementación
- Comunicar progreso y status a stakeholders
- Asegurar que testing y validación sean adecuados
- Ejecutar rollback si es necesario
Technical Lead
- Proporcionar expertise técnico para evaluación del cambio
- Desarrollar plan técnico detallado de implementación
- Supervisar implementación técnica del cambio
- Validar que el cambio funciona según especificaciones
- Documentar configuraciones y procedimientos
Business Sponsor
- Proporcionar justificación de negocio para el cambio
- Aprobar impacto en operaciones de negocio
- Comunicar con usuarios finales y stakeholders
- Validar que el cambio cumple requisitos de negocio
- Autorizar go-live desde perspectiva de negocio
📋 Proceso de Gestión de Cambios
🚀 Workflow Estándar de Cambios
Fase 1: Request and Initial Assessment (1-3 días)
Request_Phase:
change_request_creation:
- rfc_submission: "Submit detailed RFC with business justification"
- initial_categorization: "Classify change type and priority"
- impact_assessment: "Preliminary impact and risk evaluation"
- resource_estimation: "Estimate effort, time, and resources needed"
stakeholder_identification:
- change_owner_assignment: "Assign responsible change owner"
- technical_lead_assignment: "Assign technical implementation lead"
- business_sponsor_identification: "Identify business stakeholder"
- affected_parties: "Identify all parties affected by change"
Fase 2: Planning and Authorization (3-7 días)
-
Detailed Planning
- Desarrollo de plan técnico detallado
- Identificación de dependencias y prerequisitos
- Definición de criteria de éxito y rollback
- Coordination con change calendar
-
Risk Assessment
- Análisis de riesgos técnicos y de negocio
- Evaluación de impacto en otros sistemas
- Assessment de recursos y timeline
- Contingency planning
-
CAB Review and Approval
- Presentación formal al CAB
- Review de documentación y planes
- Q&A session con change owner
- Formal approval o rejection decision
Fase 3: Implementation Preparation (1-5 días)
flowchart TD
A[Change Approved] --> B[Implementation Planning]
B --> C[Testing in Lower Environments]
C --> D{Tests Successful?}
D -->|Yes| E[Stakeholder Notification]
D -->|No| F[Fix Issues]
F --> C
E --> G[Final Resource Coordination]
G --> H[Go/No-Go Decision]
H --> I[Implementation]
Fase 4: Implementation and Verification (Variable)
-
Pre-Implementation Checks
- Validation de prerequisites
- Confirmation de backup/rollback readiness
- Team readiness assessment
- Final go/no-go decision
-
Implementation Execution
- Execute según plan documentado
- Real-time monitoring y progress updates
- Issue identification y resolution
- Stakeholder communication durante implementation
-
Post-Implementation Validation
- Functional testing y smoke tests
- Performance validation
- User acceptance confirmation
- Formal sign-off de business sponsor
Fase 5: Review and Closure (1-3 días)
- Post Implementation Review (PIR)
- Lessons Learned documentation
- Metrics collection y analysis
- Change closure y documentation updates
⚡ Emergency Change Process
Criteria para Emergency Changes
Emergency_Criteria:
security_incidents:
- active_cyber_attacks: "Ongoing security breaches or attacks"
- critical_vulnerabilities: "Zero-day exploits with active threats"
- data_breach_response: "Immediate actions to prevent data loss"
service_availability:
- critical_system_outage: "Complete failure of critical business systems"
- data_corruption: "Risk of significant data loss or corruption"
- cascading_failures: "Failures that could affect multiple systems"
regulatory_compliance:
- immediate_compliance_risk: "Risk of regulatory violations"
- legal_requirements: "Court orders or regulatory mandates"
Expedited Process
-
Immediate Assessment (≤ 30 minutes)
- Emergency declaration by authorized personnel
- Rapid risk vs. benefit analysis
- Identification of minimal viable solution
-
Accelerated Approval (≤ 1 hour)
- Emergency CAB convocation (virtual)
- Verbal approval con documented rationale
- Assignment of implementation team
-
Rapid Implementation (≤ 4 hours)
- Minimal testing en isolated environment
- Implementation con extensive monitoring
- Real-time rollback readiness
-
Post-Emergency Review (≤ 24 hours)
- Formal documentation de emergency change
- Lessons learned y process improvements
- Formal approval retrospectively
🔧 Change Calendar y Scheduling
📅 Change Windows
Production Change Windows
Change_Windows:
low_risk_changes:
- business_hours: "Monday-Friday 9:00-17:00"
- restrictions: "No changes during peak usage"
- approval: "Standard change process"
medium_risk_changes:
- maintenance_windows: "Saturday 22:00-Sunday 06:00"
- blackout_periods: "No changes during business critical periods"
- approval: "CAB approval required"
high_risk_changes:
- planned_outage_windows: "Pre-scheduled maintenance periods"
- extended_windows: "Multiple consecutive maintenance windows"
- approval: "Executive approval + CAB"
Blackout Periods
- End of Month/Quarter: Accounting y financial close periods
- Peak Business Seasons: Holiday shopping, tax season, etc.
- Major Business Events: Product launches, marketing campaigns
- Audit Periods: External audit activities
- Disaster Recovery Tests: Scheduled DR testing periods
📊 Change Coordination
Freeze Periods
- Code Freeze: Antes de major releases
- Infrastructure Freeze: Durante auditorías críticas
- Database Freeze: Durante migraciones o major updates
- Security Freeze: Durante incident response
Conflict Resolution
graph TB
A[Change Request] --> B[Calendar Check]
B --> C{Conflicts Detected?}
C -->|No| D[Schedule Change]
C -->|Yes| E[Conflict Analysis]
E --> F{Priority Comparison}
F -->|Higher Priority| G[Reschedule Conflicting Change]
F -->|Lower Priority| H[Reschedule New Change]
F -->|Equal Priority| I[CAB Decision Required]
G --> D
H --> J[Find Alternative Window]
I --> K[Executive Decision]
📊 Métricas y KPIs
🎯 Key Performance Indicators
Change Success Metrics
- Change Success Rate: % de cambios implementados exitosamente
- Rollback Rate: % de cambios que requirieron rollback
- Change Lead Time: Tiempo promedio desde request hasta implementation
- Emergency Change Rate: % de changes clasificados como emergency
Quality Metrics
- Failed Change Rate: % de cambios que fallaron during implementation
- Rework Rate: % de cambios que requirieron retrabajo
- CAB Efficiency: Tiempo promedio de CAB decision
- Schedule Adherence: % de cambios implementados según schedule
Business Impact Metrics
- Unplanned Outage Reduction: Reducción en outages causados por cambios
- User Satisfaction: Satisfaction scores de usuarios post-change
- Business Value Delivered: ROI de cambios implementados
- Compliance Rate: % de cambios siguiendo proceso establecido
📈 Dashboard de Change Management
pie title Distribución de Tipos de Cambios (Q4 2024)
"Standard Changes" : 45
"Normal Changes" : 35
"Major Changes" : 15
"Emergency Changes" : 5
📋 Reportes y Analytics
Weekly Change Report
- Changes scheduled para la siguiente semana
- Changes completed durante semana anterior
- Issues y risks identificados
- Resource utilization y capacity planning
Monthly Change Metrics
- Trend analysis de change volume y types
- Success rate y failure analysis
- CAB performance metrics
- Business impact assessment
Quarterly Change Review
- Strategic alignment assessment
- Process effectiveness review
- Tool y technology evaluation
- Training needs identification
🔧 Herramientas y Tecnologías
🛠️ Change Management Platform
Primary Tools
- ServiceNow IT Service Management: Change management workflow
- Jira Service Management: Development change tracking
- Azure DevOps: Code change management y CI/CD
- Ansible Tower: Infrastructure automation y change execution
Integration Ecosystem
Tool_Integration:
itsm_platform:
- servicenow: "Primary change management system"
- integration: "LDAP, CMDB, incident management"
- automation: "Workflow automation and approvals"
development_tools:
- github: "Source code change tracking"
- jenkins: "CI/CD pipeline integration"
- docker: "Container deployment changes"
- kubernetes: "Orchestration platform changes"
monitoring_tools:
- datadog: "Change impact monitoring"
- splunk: "Change event correlation"
- pagerduty: "Change-related incident alerting"
Automation Framework
- Automated Testing: Unit, integration, y performance tests
- Deployment Automation: CI/CD pipelines con approval gates
- Rollback Automation: Automated rollback triggers
- Notification Systems: Automated stakeholder communications
📊 Change Analytics Platform
Real-time Dashboards
- Change pipeline visibility
- Resource utilization tracking
- Risk heat maps
- Success/failure trending
Predictive Analytics
- Change risk scoring using ML
- Resource demand forecasting
- Optimal change window recommendations
- Failure prediction models
🏆 Mejores Prácticas
🔒 Change Management Excellence
Planning Best Practices
- Comprehensive Documentation: Every change fully documented
- Risk Assessment: Thorough risk analysis for all changes
- Testing Strategy: Multi-environment testing approach
- Communication Plan: Clear stakeholder communication
Implementation Best Practices
- Incremental Deployment: Phased rollout cuando sea posible
- Monitoring Enhancement: Increased monitoring during changes
- Rollback Readiness: Always have tested rollback plan
- Validation Criteria: Clear success/failure criteria
📚 Organizational Excellence
Process Maturity
- Continuous Improvement: Regular process optimization
- Stakeholder Engagement: Active business involvement
- Knowledge Management: Shared learning y documentation
- Compliance Focus: Adherence to regulatory requirements
Team Development
- Skills Development: Continuous training y certification
- Cross-functional Collaboration: Breaking down silos
- Innovation: Adopting new tools y methodologies
- Leadership Development: Growing change management expertise
🤖 Automation y Efficiency
Intelligent Automation
- Smart Routing: Automatic change categorization
- Predictive Scheduling: AI-driven optimal scheduling
- Automated Testing: Comprehensive test automation
- Self-Service Changes: Empowering users con automated changes
Process Optimization
- Lean Principles: Eliminating waste in change processes
- DevOps Integration: Closer integration con development practices
- Agile Methodologies: Adapting agile principles to change management
- Continuous Delivery: Enabling more frequent, smaller changes
📋 Compliance y Auditoría
🔍 Audit Requirements
Documentation Standards
- Change Records: Complete audit trail de all changes
- Approval Evidence: Documented approvals y authorizations
- Test Results: Evidence de testing y validation
- Issue Tracking: Documentation de problems y resolutions
Regulatory Compliance
Compliance_Requirements:
sox_compliance:
- change_controls: "Documented change control procedures"
- segregation_duties: "Proper separation of duties"
- audit_trail: "Complete audit trail maintenance"
iso_27001:
- information_security: "Security considerations in all changes"
- risk_management: "Risk assessment integration"
- incident_management: "Change-incident correlation"
itil_framework:
- process_maturity: "ITIL-aligned change processes"
- service_management: "Integration with service management"
- continual_improvement: "Ongoing process optimization"
Evidence Management
- Retention Policy: 7 years for audit evidence
- Access Controls: Restricted access to audit records
- Integrity Protection: Tamper-evident audit trails
- Regular Reviews: Periodic audit readiness assessments
🔄 Mejora Continua
📅 Review Cycles
Operational Reviews
- Daily: Change queue review y priority adjustment
- Weekly: CAB effectiveness y process adherence
- Monthly: Metrics analysis y trend identification
- Quarterly: Strategic alignment y process optimization
Strategic Evolution
Evolution_Roadmap:
2025_objectives:
- automation_enhancement: "60% of standard changes automated"
- predictive_analytics: "ML-powered risk assessment"
- self_service_expansion: "Expanded self-service capabilities"
- devops_integration: "Seamless DevOps integration"
2026_vision:
- intelligent_change_management: "AI-driven change orchestration"
- continuous_deployment: "24/7 automated deployment capabilities"
- business_alignment: "Business-driven change prioritization"
- zero_touch_changes: "Minimal human intervention for routine changes"
2027_evolution:
- autonomous_change_management: "Self-managing change ecosystem"
- predictive_maintenance: "Proactive change recommendations"
- business_value_optimization: "Change prioritization by business value"
🎯 Innovation Areas
Emerging Technologies
- Artificial Intelligence: Change risk prediction y optimization
- Machine Learning: Pattern recognition y automated categorization
- IoT Integration: Real-time infrastructure change monitoring
- Blockchain: Immutable change audit trails
Process Innovation
- Microchanges: Extremely granular change management
- Change as Code: Infrastructure y configuration as code
- Continuous Change: Always-on change capability
- Intelligent Routing: Context-aware change routing
📚 Referencias y Estándares
📖 Documentos Relacionados
- Política de Continuidad del Negocio
- Plan de Recuperación ante Desastres
- Política de Desarrollo Seguro
- Plan de Respuesta a Incidentes
- Proceso de Control de Versiones
🌐 Marcos de Referencia
- ITIL 4: IT Infrastructure Library - Change Control
- COBIT 2019: Control Objectives for Information Technologies
- ISO/IEC 20000: IT Service Management System Requirements
- NIST SP 800-128: Guide for Security-Focused Configuration Management
🔗 Recursos Externos
- Change Management Institute: Professional change management resources
- ITIL Foundation: Service management best practices
- Project Management Institute: Change management methodologies
- DevOps Institute: Modern change management approaches
📝 Control de Versiones
Versión | Fecha | Cambios | Autor |
---|---|---|---|
1.0.0 | Enero 2025 | Versión inicial - Política completa de gestión de cambios | Change Management Team + IT Leadership |
Próxima Revisión: Julio 2025
Aprobado por: [CTO] - [Fecha]
Clasificación: Confidencial - Uso Interno DivisionCero
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Última modificación: 25 de agosto de 2025