TDX: ITS Change Management Procedures

ITS change management procedures documenting the change management process including the use of Team Dynamix.

TeamDynamix (TD) will be used to document all changes as set forth in the ITS CHANGE MANAGEMENT policy. Click on the preceding link to view the document on Buzz.

Please refer to ITS CHANGE MANAGEMENT for a full description of responsibilities and complete definitions of terms.  Please refer to DR documentation for the list of Priority Systems. 

The ITS Change Management workflow has been created in TD to streamline the review and approvals for all changes to Production environments. The ITS Change Management workflow will be assigned to a TD ticket requesting the Production change. The ITS Change Management workflow can be assigned to the ticket at any time, but the workflow approval process will not start until the Ticket Task: Validate that a person is responsible for this ticket and kick off workflow is marked as Complete. After the Lead and/or Director approvals, non-minor changes will go before the Change Management Council (CMC) for final approval.

The requestor, responsible person, or a team representative must attend the CMC meeting if their change requires CMC consent. If there is no representative for the change or there are any unanswered questions, the request will be not be approved by the CMC. After completion or decision not to proceed, the requestor or responsible person should update the Change Implemented status and close the ticket.

To view the full documentation refer to the Change Management Using TeamDynamix_v2.docx under files on the right side of this page.

Quick Summary

 

For ROUTINE, COMMON and EMERGENCY change requests create a new ticket with the ITS Change Management Form:

 

1. Create a new ticket and select Form: ITS Change Management

   Or open existing ticket and

   Step 1) Press Edit and select Form: ITS Change Management

   Step 2) press Actions, Assign Workflow and select ITS Change Management workflow

2. Update the TICKET TASK Validate that a person is responsible for this ticket and kick off workflow as completed, to initiate the workflow process.

   (The Responsible field should have an individuals name, not a group).

3. The Lead and/or Director approves the request.
4. CMC approves the request after Lead/Director.
5. Requestor/Responsible Person updates the Change Implemented status to YES after the change.
6. Requestor/Responsible Person closes the ticket.

 

The Leads and Director will receive a notification when the ITS Change Management workflow is initiated. The approvals are dependent on the Change Type.  The Change Type of COMMON requires the approval of both the Lead AND Director; all other Change Types require the approval of either the Lead OR Director. 

Change categories and Approval summary:

The requestor will be responsible for completing the Change Management form and selecting the Team Lead and/or Director as approvers.  The requestor, or a team representative, should attend the OPS Council meeting if their change requires Change Management Council consent. If there is no representative for the change and there are any unanswered questions, the request WILL BE DENIED by the Change Management Council.

Routine Change - A low risk change that adheres to a pre-defined set of approved procedures and occurs at defined intervals.  For example, windows patching and database refreshes are considered routine changes. 

Approvals: Lead or above and Change Management Council consent.

Common Change – A change that is neither an emergency nor routine and has some level of risk.  Most normal changes classify as a common change.  For example, adding application fixes, database maintenance, and system upgrades are considered common changes.   

Approvals:       Lead can provide the FIRST approval.

                        Director or above required to approve.

                        Change Management Council consent.

Emergency Change – a change to remedy an unexpected failure in a service offering or to prevent an imminent failure from occurring.  Typically, emergency changes are only requested in response to an outage or a severe degradation in service. 

Approval:  Lead or above

Minor Change – A low risk, low impact, change required to complete project tasks, or trouble tickets that do not directly affect operations of priority 0-2 systems.  For example, storage expansions and firewall rule changes. 

Approval: Lead or above

Priority Systems

0              DNS

0              EAD

0              TACACS

0              Enterprise VoIP

1              Email Gateway

1.1          Student Email (no updates)

1.2          Mailman

2.1          Secure Remote Access

2.2          MyVCCS Admin

2.3          Blackboard/Canvas

2.4          SIS

2.5          AIS

2.6          HRMS

2.7          ImageNow

2.8          GlobalScape