SLA Change Management Template for Indonesia

This SLA Change Management document serves as a critical governance tool for organizations operating under Indonesian jurisdiction that need to maintain control over changes to their service delivery commitments. It is specifically designed to be used when service providers and recipients need to establish or modify their existing change management processes within their SLA framework. The document addresses the requirements of Indonesian regulations, including the ITE Law and related ministerial regulations, while incorporating international best practices for change management. It provides comprehensive guidance on change classification, impact assessment, approval processes, and implementation procedures, ensuring that all modifications to services are properly evaluated, documented, and executed. The framework is particularly important in contexts where service continuity is critical and where changes need to be managed without compromising service quality or compliance requirements.

1. Parties: Identification of the service provider and service recipient, including their legal details and authorized representatives

2. Background: Context of the agreement, reference to master service agreement if applicable, and purpose of the change management process

3. Definitions: Detailed definitions of technical terms, change categories, and key concepts used throughout the document

4. Change Management Process Overview: High-level description of the change management workflow and governance structure

5. Change Classification and Priorities: Categorization of changes (e.g., standard, emergency, major) and their priority levels

6. Roles and Responsibilities: Detailed description of roles involved in change management and their specific responsibilities

7. Change Request Procedure: Step-by-step process for submitting, evaluating, and implementing change requests

8. Impact Assessment Requirements: Procedures for assessing technical, operational, and business impacts of proposed changes

9. Approval Process: Decision-making hierarchy and approval requirements for different types of changes

10. Implementation and Testing: Requirements for implementing approved changes and testing procedures

11. Communication and Notification: Communication protocols during change implementation and stakeholder notification requirements

12. Documentation Requirements: Standards for documenting changes, including update of relevant documentation

13. Emergency Change Procedures: Expedited process for handling emergency changes

14. Review and Reporting: Requirements for periodic review of change management effectiveness and reporting requirements

15. Governing Law and Dispute Resolution: Reference to Indonesian law and procedures for resolving disputes