ISO 20000 requirement about the Change Management Policy

ISO 20000 has this requirement about the Change management policy that must include the "criteria to determine changes with the potential to have a major impact on customers or services." I know how changes can be assessed and evaluated but I have not been able to find anything about criteria. Please help if you know any sources or examples. Thnx in advance.

Rachel

My bank sent me three emails to warn me that they were about to work on the IT part of their system over this last weekend and that internet banking would not then be available.

When they change from password security to voice or face recognition security they’d give me several weeeks advance notice of that too.

John Broomfield said:

My bank sent me three emails to warn me that they were about to work on the IT part of their system over this last weekend and that internet banking would not then be available.

When they change from password security to voice or face recognition security they’d give me several weeeks advance notice of that too.

Click to expand...

I dont know what to do with this information John, but thnx.

The criteria I exemplified are:

1. A change that that would make online services unavailable to all customers.
2. A change that requires customers to change the way they log in to access services.

You could rank your change management criteria according to the magnitude of inconvenience to your customers.

A. Total loss of service
B. Total loss of service for a few days
C. Ditto for a few hours
D. Changes that require customers to learn new routines

...etc