Change Management

The overall goal of Change Management within the ITS Division is to align changes to the business and academic products and services by minimizing impact and reducing the risk of unintended disruptions. The process should provide high visibility and open lines of communication between product and functional teams and the business.

Change Management is the process to manage the introduction of any enhancement, modification, update, installation, or removal of any hardware, software, interface, or database that will impact the existing production environment.

Change requests are submitted via IT Request (ITR), and approved and scheduled changes are documented on the ITS Maintenance Calendar.


Change Classification

Changes are classified by the urgency of the change and the potential customer impact.

Pre-approved Standard Change: A Standard change is a change to a production environment or software for which the approach is pre-authorized by the ITS Change Manager. A standard change has an accepted and documented procedure to provide a specific change requirement. Standard changes are well understood and low risk. Do not use a standard change request if the planned start/end date falls on a change restriction day.

Normal Change: A Normal change follows the change management approval process, and requires a review by the ITS Change Manager before the change is implemented. High and Very High risk changes may also be reviewed by the Change Advisory Board (CAB).

Emergency Change: An Emergency change is in response to a critically-failing, high-urgency incident related to a product or service failure, and resolves that incident (temporarily or permanently). An Emergency change follows the same approval workflow as a normal change but, unless the planned start/end dates fall on a change restriction day, you only need approval from the ITS Product or Functional manager before the work is performed. If an emergency change falls on a change restriction day please contact the Change Manager to confirm approval.

 


For details please review the ITS Change Management Process

If you have questions, contact:

Contact Lisa Gardner regarding the Change Management process.

Contact Lisa Bono regarding communication.