Preparing the Change Request

An ITS Product Manager is responsible for facilitating a change with clients and ITS support staff, including:

Please contact the ITS Change Manager if you have questions about these steps. Training is available for ITS staff.

Submitting the Change Request and Notifications

When ITS participates in planning or implementing a change to production environments and software, a Change Request must be submitted:

  1. Log in to IT Request and select the change classification - Normal, Pre-approved Standard, or Emergency 
  2. Complete the mandatory fields in the change request
  3. If the information in the change request is considered sensitive or subject to regulation (such as HIPAA, PCI, Export Control) use the “Secure Change” checkbox.
  4. Request change approval for a Normal or Emergency change, or schedule a Standard change

Notifications to SC.Update

Notificaton to sc.update is automatic when a change request is scheduled (standard) or approved (normal, emergency).

However, ITS does not always control when a change is made by a Supplier or 3rd-party Service Provider. If informed by the Supplier or Service Provider of a change that will impact production environments or software, and a change request has not been submitted, please send an email to sc.update and include the following information:

  • What: Name of the client-facing product or service, and summary of the change.
  • When: Planned start and end dates and times for the change.
  • Who/Point of Contact: Email address of the person at UCSC to be contacted if questions about the change.
  • Why: Summarize the reason for the change (can reference an incident ticket).
  • Impact: Identify if the change will cause an “outage” or “performance degradation” or “none”.
  • Scope: Identify if the impact is to a “building #” or “department” or “division” or “campus”.
  • Clients/Customers: If known, who and how many will be impacted.
  • Risk elements: Summary of activities to reduce risk such as test plan, training plan, back-out/recovery plan.
  • Communication: Summarize the communication steps you have taken, if any.
    • Please confirm for the ITS Change Manager if this change is not to be added to the ITS Maintenance Calendar.

Notification to Campus

Please contact the ITS Communications Manager if you need assistance with communication to campus, or the entire ITS Division, for any step of the change request process. 

Ensuring the Change Request is Approved

The ITS Change Manager is responsible for reviewing normal and emergency change requests Monday through Friday at 8am (excluding holidays), and will also review proposals for one-time approval of standard change requests.

The Change Manager may ask the ITS Change Advisory Board (CAB) to participate in a review if the risk of doing the change is High or Very High, and to minimize disruption of products and services if the planned start and end dates fall on a change restriction day.

The Change Manager will approve or reject normal and emergency change requests, and one-time approval of proposed standard change requests, and then confirm approved and scheduled changes are added to the ITS Maintenance Calendar.

Performing a Post Implementation Review (PIR)

The Release Manager (typically the ITS Product Manager) is responsible for ensuring a PIR is performed and documented, and closing the change request after the change has been implemented or is canceled or rescheduled (normal, emergency, standard).

Communicating the Status of the Change

Upon completion, or cancelation, or rescheduling of the change request, the Release Manager (typically the ITS Product Manager) is responsible for sending notification to sc.update with the following information:

  • Who: Email address of the person at UCSC to be contacted if questions about the change.
  • What: CHG ticket #, name of the client-facing product or service, and summary of the change.
  • Status: If Change was completed successfully; or completed with issues or canceled or rescheduled and why.

Communication to Campus

Please contact the ITS Communications Manager if you need assistance with communication to campus, or the entire ITS Division, for any step of the change request process.


sc.update is the email list used for notification of changes, and is available only to UCSC employees. Please contact the ITS Change Manager if you would like to subscribe to the list.