What evidence do auditors commonly ask for on CCC-05 Change Agreements?

Standard SLA or service terms containing the tenant change authorisation clause; Customer change request records showing explicit authorisation; Procedure for handling changes affecting customer-owned environments; Customer notifications for provider-initiated changes.

What is the most common gap auditors find on CCC-05?

SLA silent on changes to customer environments

CSA CCM v4.1 · CCC - Change Control and Configuration Management

`CCC-05` Change Agreements

Service level agreements contain provisions that limit changes directly affecting environments owned by service customers (tenants) to requests the customer has explicitly authorised.

Source: CSA CCM v4.1, CCC-05. The statement above is our statement of the clause, read from the published text and cited so you can check it against the official text, not the instrument verbatim. Open CSA CCM v4.1 in the compliance library.

Version 4.1 adds 11 controls (among them API security, log sanitisation and a service bill of materials) and renumbers several domains. CSA accepts v4.0.x during its transition; if your STAR assessment is still on v4.0.1, check the numbering against it.

artefacts

held by a system

at each review

moderate

to go live

Ticketing / ITSM

where the evidence lives

teal = a system already holds it · olive = produced at each review. To go live: easy when half or more of the artefacts are already held by a system, moderate from a quarter to a half, hard below a quarter.

These are the artefacts auditors commonly ask for on this requirement, our guidance rather than text from the standard. Your assessor decides what is sufficient in your context, and asks for samples across the period when a report covers one.

system holds itEvidence a system already holds

Customer change request records showing explicit authorisation · Ticketing / ITSM

periodic reviewEvidence produced at each review

none for this control

governing documentDocuments that govern the control

Standard SLA or service terms containing the tenant change authorisation clause · Vendor register / contract repository
Procedure for handling changes affecting customer-owned environments · Vendor register / contract repository
Customer notifications for provider-initiated changes · Vendor register / contract repository

First move

Start with the 1 of 4 artefacts that already live in a system (Ticketing / ITSM); keep the periodic reviews but log each one as a dated record with a named reviewer.

Common gaps auditors find

SLA silent on changes to customer environments
Provider staff can alter tenant configuration without a customer request
Authorisation recorded verbally only

Do this for your whole sheet

Paste the rows you run your controls from and get this mapping for every control at once, with the periodic-review ones flagged and a first move per row. No account for the first run.

Build my evidence sheet

CCC-04 Unauthorized Change Protection · CCC-06 Change Management Baseline