CCC-05 Change Agreements
Write into customer service agreements that changes touching a customer's own environment or tenant will only be made in response to explicitly authorised requests.
4
artefacts
0
held by a system
2
at each review
hard
to go live
Document repository
where the evidence lives
teal = a system already holds it · olive = produced at each review
system holds itEvidence a system already holds
none for this control
periodic reviewEvidence produced at each review
- Records of customer authorisation for changes made to their tenant · Document repository
- Exception records where a change was made without prior authorisation · Document repository
governing documentDocuments that govern the control
- Service agreement clauses covering customer-impacting change authorisation · Vendor register / contract repository
- The process that enforces the clause operationally · Document repository
First move
This control is evidenced by people and documents, not systems. Put the document under version control with an owner and review date, and log each review as a record with reviewer and date. Do not try to automate it.
Common gaps auditors find
- Clause present in the contract with no operational process behind it
- Provider-initiated maintenance treated as outside the clause
- Authorisation captured informally and not retained
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 sheetCCC-04 Unauthorized Change Protection · CCC-06 Change Management Baseline