DivisionCero

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

TipoImpactoRiesgoTiempo de AprobaciónVentana de Implementación
EmergencyAlto/CríticoAltoInmediata24/7
StandardBajoBajoPre-aprobadaHorarios definidos
NormalMedioMedio3-5 díasVentanas programadas
MajorAltoAlto1-2 semanasVentanas 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)

  1. Detailed Planning

    • Desarrollo de plan técnico detallado
    • Identificación de dependencias y prerequisitos
    • Definición de criteria de éxito y rollback
    • Coordination con change calendar
  2. Risk Assessment

    • Análisis de riesgos técnicos y de negocio
    • Evaluación de impacto en otros sistemas
    • Assessment de recursos y timeline
    • Contingency planning
  3. 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)

  1. Pre-Implementation Checks

    • Validation de prerequisites
    • Confirmation de backup/rollback readiness
    • Team readiness assessment
    • Final go/no-go decision
  2. Implementation Execution

    • Execute según plan documentado
    • Real-time monitoring y progress updates
    • Issue identification y resolution
    • Stakeholder communication durante implementation
  3. 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

  1. Immediate Assessment (≤ 30 minutes)

    • Emergency declaration by authorized personnel
    • Rapid risk vs. benefit analysis
    • Identification of minimal viable solution
  2. Accelerated Approval (≤ 1 hour)

    • Emergency CAB convocation (virtual)
    • Verbal approval con documented rationale
    • Assignment of implementation team
  3. Rapid Implementation (≤ 4 hours)

    • Minimal testing en isolated environment
    • Implementation con extensive monitoring
    • Real-time rollback readiness
  4. 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

🌐 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

VersiónFechaCambiosAutor
1.0.0Enero 2025Versión inicial - Política completa de gestión de cambiosChange 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

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📋 Información General🎯 Propósito🏢 Alcance📚 Definiciones🛡️ Tipos de Cambios📊 Clasificación por Impacto y Riesgo🔧 Tipos de Cambios por Categoría1. Emergency Changes (Cambios de Emergencia)2. Standard Changes (Cambios Estándar)3. Normal Changes (Cambios Normales)4. Major Changes (Cambios Mayores)📈 Matriz de Clasificación👥 Roles y Responsabilidades🏢 Change Advisory Board (CAB)Composición del CABResponsabilidades del CAB👤 Roles EspecíficosChange ManagerChange OwnerTechnical LeadBusiness Sponsor📋 Proceso de Gestión de Cambios🚀 Workflow Estándar de CambiosFase 1: Request and Initial Assessment (1-3 días)Fase 2: Planning and Authorization (3-7 días)Fase 3: Implementation Preparation (1-5 días)Fase 4: Implementation and Verification (Variable)Fase 5: Review and Closure (1-3 días)⚡ Emergency Change ProcessCriteria para Emergency ChangesExpedited Process🔧 Change Calendar y Scheduling📅 Change WindowsProduction Change WindowsBlackout Periods📊 Change CoordinationFreeze PeriodsConflict Resolution📊 Métricas y KPIs🎯 Key Performance IndicatorsChange Success MetricsQuality MetricsBusiness Impact Metrics📈 Dashboard de Change Management📋 Reportes y AnalyticsWeekly Change ReportMonthly Change MetricsQuarterly Change Review🔧 Herramientas y Tecnologías🛠️ Change Management PlatformPrimary ToolsIntegration EcosystemAutomation Framework📊 Change Analytics PlatformReal-time DashboardsPredictive Analytics🏆 Mejores Prácticas🔒 Change Management ExcellencePlanning Best PracticesImplementation Best Practices📚 Organizational ExcellenceProcess MaturityTeam Development🤖 Automation y EfficiencyIntelligent AutomationProcess Optimization📋 Compliance y Auditoría🔍 Audit RequirementsDocumentation StandardsRegulatory ComplianceEvidence Management🔄 Mejora Continua📅 Review CyclesOperational ReviewsStrategic Evolution🎯 Innovation AreasEmerging TechnologiesProcess Innovation📚 Referencias y Estándares📖 Documentos Relacionados🌐 Marcos de Referencia🔗 Recursos Externos📝 Control de Versiones