OIT Change Management Procedures

Change Management Procedures

1. Submit a Request For Change (RFC)

  • The RFC record is created by a member of OIT via the OIT Change Management application in QuickBase. A confirmation email is automatically sent to the staff member that created the RFC.
  • When the Authorizing Manager field is set or is changed an automated notification email is sent to the individual listed in the Authorizing Manager field.
  • The RFC is released to the Change Advisory Board (CAB) by the Authorizing Manager – or the submitting staff member if the submitting staff member is a manager. An automatic notification email is sent to the Change Advisory Board.
  • If the Change is scheduled to be implemented prior to the next regularly scheduled CAB meeting then the change is reviewed using the Emergency Change Procedure below. Otherwise continue to step 2 of this procedure.

2. Review the RFC

Minor Changes

  • If the Category field is set to “Minor” and no objections are raised by a CAB member then the change is automatically considered “Accepted” by the CAB.
  • The Change Coordinator sets the Status of the RFC to ‘Accepted’. An automatic notification email is sent to the person listed in the Change Implementer field and the person listed in the Requested By field.

Significant and Major RFC’s

  • The CAB formally reviews the change request during the next regularly scheduled meeting. If no objections are raised to the change request as described then it is considered to be ‘Accepted’ by the CAB.
  • The Change Coordinator sets the Status of the RFC to ‘Accepted’. An automatic notification email is sent to the person listed in the Change Implementer field and the person listed in the Requested By field.

3. Monitor In-Progress Changes

The CAB monitors the status of changes that are currently being implemented during each weekly meeting.

4. Review Completed Changes

  • The CAB reviews recently completed changes during each regularly scheduled meeting to generate lessons learned for continuous service improvement.
  • The Change Coordinator sets the Status of the recently completed changes to “Assessed”.

Emergency Change Approval

Version 3 of the Information Technology Infrastructure Library (ITIL) defines the “Emergency Change” designation as follows:

“Emergency change is reserved for changes intended to repair an error in an IT
service that is negatively impacting the business to a high degree.”

The OIT Change Management process defines an “Emergency Change” as a newly submitted change request that must be approved prior to the next regularly scheduled CAB meeting. If the deployment date for an RFC is prior to the date of the next regular CAB meeting then the Priority field of the RFC will be automatically set to ‘Emergency’.

When an RFC with a Priority of ‘Emergency’ and Classification of ‘Significant’ or ‘Major’ is submitted, the OIT Change Management application will automatically send the following message to the Change Advisory Board:

Subject: Emergency Change Request [Request ID] has been submitted

Body:

[Record Owner] has submitted the following Emergency Change Request. Please respond to the OIT Change Advisory Board group with your questions and concerns. If there are no objections within 24 hours this change will be implemented as submitted.

-OIT Change Coordination Team

[copy of Emergency RFC record]

The Change Coordinator on duty reviews the Emergency Change Request and emails the CAB to establish an acceptance response deadline. If no objections to the Emergency Change Request are received by the response deadline then the RFC is considered “Accepted” by the CAB. The Change Coordinator sets the Status of the RFC to “Accepted” and an automatic notification email is sent to the person listed in the Requested By field.

Otherwise, Emergency Changes follow the standard procedure described in the preceding section.