Change Management Procedure.doc

change management processversion 1 0 duquesne university implementation team change management process version 1 0 august 2005 change management processversion 1 0 duquesne university implementation team disclaimer this document and all materials contained herein are proprietary property of duquesne university implementation team du it project and as such are intended for the exclusive use of duquesne university and any designated third parties that duquesne university sees fit to provide this information to for use in the implementation and support of du it project requirements change management processversion 1 0 duquesne university implementation team document details version 1 0 status draft document file name procedure for change management v1 0 doc saved in pages total 30 maintaining org unit du it project management office pmo initial creation date 10 july 2005 release date 5 august 2005 document ownership and maintenance as the process owners for this process the du it pmo creates and maintains this document any changes to this process and this corresponding documentation must be approved by the du it project director and steering committee prior to release revision history version authorrelease datechange description 1 0t p morgann adraft release change management processversion 1 0 du it project table of contents purpose 3 key process objectives 3 process scope 3 process overview 3 the change management process 2 change management procedures detailed 3 the change request procedure 3 purpose 3 procedure 3 the change approval procedure 3 purpose 3 procedure 3 emergency change request 3 the emergency change process 3 emergency change procedure 3 purpose 3 procedure 3 change management forms 3 change request form sample 3 change control log sample 12 emergency change request form sample 3 emergency change control log sample 3 appendices 3 definitions key terms 3 roles and responsibilities 3 change reviewers key assignments 3 change request key attributes 3 emergency change request key attributes 3 emergency change control log key attributes 3 change control board meeting sample agenda 3 change type 3 change status 3 change impact 3 change priorities 3 prirority impact matrix 3 impact analysis criteria 3 change management processversion 1 0 du it project page 1 of 30 purpose to minimize disruptions in service to developer and users of the duquesne university implementation team du it technology infrastructure by managing change requests and their associated impacts activities on du it infrastructure environment for purposes of this process changes are defined as installs modifications or deletions that alter the production infrastructure and operations environment key process objectives establish a common approach for requesting documenting change requests requirements implement proper controls sign off s authorizations for all change requests describe the required communications coordination points for properly processing changes create an audit trail of all du it infrastructure requested and implemented changes process scope this process shall be used by all parties requesting changes to within du it infrastructure staging and production environments including but not limited to changes such as hardware changes system software changes operating level application changes e g functionality updates web page additions deletions url link additions deletions releases etc network changes interface changes other application links uploads downloads etc database changes operational and support procedures and documentation changes version upgrades enhancements patches planned scheduled outages process overview change request is documented and approved by business sponsor management change is forwarded to appropriate change manager s change manager s log change request and verify change completeness accuracy change reviewer s access to overall impact of the change request time resources etc change control board approves change request for implementation change s are implemented on a scheduled basis as appropriate rejected changes are re worked or cancelled as appropriate change status is updated communicated at each step of the process change management processversion 1 0 du it project page 2 of 30 the change management process change reviewer change manager complete or update request for change change requestor change control board change implementer validate request information ok no analyze impact of change update change control log confirm change priority change category and change type ok assess change request validity and impact approve yes schedule staging and implementation yes yes no no conduct staging review staging test results approve conduct implementation yes review implementation no notification review change trends analyze change request trends and results change management processversion 1 0 du it project page 3 of 30 change management procedures detailed the change request procedure purpose this procedure describes how the specific requirements of a change are documented and assessed for impact timing and resource purposes as noted above the details and status of the change request are recorded and reported to all affected organizations as needed throughout the process procedure 1 the change request cr form is completed by any person requesting a change to the du it infrastructure 2 after appropriate business approvals sign offs have been acquired the cr is forwarded to the appropriate change manager s 3 the change manager validates the cr for completeness and logs the cr information into the change control log for tracking incomplete cr s are returned to the requestor for update and re submission 4 the change manager evaluates the nature of the request and makes preliminary assignments as to change type change priority and change impact 5 the cr is forwarded to the appropriate change reviewer s to assess the impact of the change the change reviewer s represent an individual or a team depending on the scope priority and impact of the request change reviewers include designated subject matter experts and managers from application development support database and administrations operations as well as project level team members both du and third party vendors as described in the change reviewer key assignments 6 the change reviewer s evaluate the request and describe how the change impacts the infrastructure in many cases the original change requestor becomes part of the impact assessment process to provide additional input and guidance in addition the change reviewer s also validates the priority and change type the change impact criteria and priority impact matrix can be used as tools to assess the change 7 change reviewer s respond within the timeframe specified by the change manager timeframe is dependent on the priority of the request 8 the change reviewer s provide feedback to the change manager to update the change control log and provide the status of the cr to the requestor change management processversion 1 0 du it project page 4 of 30 the change approval procedure purpose this procedure establishes the change control board ccb which is the foundation and structure for management review coordination and final approval of all change requests the procedure requires participation from all organizations using and supporting the du it environment the schedules and status of each change implementation are reported to all affected organizations as needed throughout the process procedure 1 the change control board ccb meets on a regular schedule to review new change requests and receive status updates on outstanding requests the change manager is responsible for coordinating and chairing the meeting 2 the change manager provides information from the change request form as well as the impact assessment input provided by the change reviewers to create a ccb agenda for the meeting 3 changes are reviewed and validated as to change impact and change priority by the ccb 4 changes assessed with minor impact by the change reviewer s can be approved and scheduled for implementation by the change manager and do not require ccb approval all such scheduled changes must be reported to the board as part of the meeting 5 the ccb reviews all other changes in detail and discusses and evaluates each request as to purpose reasons impact cost and benefits each board member represents their department and provides guidance on the change requests 6 the ccb also reviews multiple requests to coordinate implementations and package requests into a single release schedule e g three applications areas requesting migration to a new version of a database 7 all changes occur to the staging and production environments on a pre defined schedule the change control board determines how to schedule the change within the pre defined schedule based on other planned changes estimates to complete the updates testing and implementation and available resources 8 the ccb approves or rejects the change request documenting reasons for the decision approved changes are scheduled for staging and production implementation the change manager updates the change control log and provides the final status to the requestor 9 if the schedule changes request delays or changes in priorities the ccb review the impact and reschedules the change at the next ccb meeting 10 scheduled change requests are released to the staging platform and staging tests are performed per the implementation and test plans by the change implementer change management processversion 1 0 du it project page 5 of 30 staging tests include but are not limited to installation scripts data conversion load stress rollback recovery fail over etc the change implementer signs off on the results of the testing of each report 11 staging test results are reviewed with the ccb at the next ccb meeting the results are reviewed by re examining the impact assessments verifying that each impact has been tested for and or verified by the change implementer s successful staging test results are released for production implementation the change manager updates the change control log with the status 12 production implementation results are reviewed with the ccb at the next ccb meeting successful implementation results recorded in the change control log 13 on a periodic basis the change manager produces a report to communicate all implementations to all involved groups through a standard distribution list the change manager also reviews the change control log and change request forms to analyze for trends on type frequency and size of changes change management processversion 1 0 du it project page 6 of 30 emergency change request on occasion changes of an emergency or critical nature may be required to quickly address production issues outages emergencies usually occur as a result of problems and enter the change management process from a request from a problem manager in the case of emergency changes a streamlined process is used to allow the fastest possible response while still maintaining the proper levels of approval logging monitoring communication and closure of all change related activities version 1 0 change management process du it project page 7 of 30 the emergency change process change reviewer change manager complete emergency request for change change requestor change control board change implementor no analyze impact of change confirm change priority change category and change type ok implement change update change control log status report on emergency update change logyes change management processversion 1 0 du it project page 8 of 30 emergency change procedure purpose the emergency change procedure supports the implementation of urgent fixes or updates to the staging or production platforms of the du it infrastructure emergency changes follow a streamlined process that still provides for review approval and logging of changes to speed processing recovery many details are captured after the fact procedure 1 the emergency change request ecr form is completed by any person requesting an emergency change to the du it infrastructure and is submitted to the change reviewer 2 the change reviewer evaluates the nature of the request and evaluates the urgency using the definitions of change type change impact and change priority in many cases the original change requestor becomes part of the impact assessment process to provide additional input and guidance in most cases the change reviewer for an ecr is the change requestor s supervisor or an assigned resource within the du it infrastructure group 3 the change reviewer s also evaluates how the change impacts the infrastructure the change reviewer may elect to involve other members of the infrastructure group or the wider ccb if the change is evaluated as major impact multiple systems etc 4 the change reviewer s approves the ecr and updates the ecr log to record key information regarding the change the ecr is forwarded to the change implementers for implementation note the change implementers may be the original change requestor 5 the change implementor completes the change and provides information to the change reviewer to update and close out the ecr log and change management documentation 6 the change reviewer forwards the ecr log to the change manager for update to the change control log the change manager provides an update status to the ccb during the next scheduled ccb meeting change management processversion 1 0 du it project page 9 of 30 change management forms change management processversion 1 0 du it project page 10 of 30 change request form sample change description cr filename change request no project requested by date department locationtelephone description of the change change needed by date reason for the change requestor sign off approval of request change impact evaluation use page 2 for details applicationdatabase hardwareprocedures networksecurity change type operating system utilities schedule outage urgentminor highmedium mediummajor change priority low change impact environment s impacted estimated resources cost or effort cts internal external resource requirements personnel h w s w test plan description rollback description change approval or rejection change request statusaccepted rejected comments change scheduled for date implementation assigned to names ccb sign off change implementation staging test results implementation test results date of implementation implementor sign offdate change management processversion 1 0 du it project page 11 of 30 change request form sample cont change impact assessment change request no componentchange reviewer name effort cost impact descriptiontest description test performed date change management processversion 1 0 du it project page 12 of 30 change control log sample change request nbr cr filename requested by request date department location telephone description of changeenvironment change priority change status date scheduled change implementers staging results notesdate implemented implementation results notes change management processversion 1 0 du it project page 13 of 30 emergency change request form sample change description cr filename change request no project requested by date department locationtelephone description of the change reason for the change requestor sign off approval of request change impact evaluation applicationdatabase hardwareprocedures networksecurity change type operating system utilities outage schedule urgentminor highmedium mediummajor change priority low change impact environment s impacted change request statusaccepted rejected comments change scheduled for date implementation assigned to names change implementation date of implementation implementor sign offdate change management process version 1 0 du it project page 14 of 30 emergency change control log sample change request no ecr filename requested by request datedepartment location telephone description of change environmentchange priority change statusdate implemented change management processversion 1 0 du it project page 15 of 30 appendices change management processversion 1 0 du it project page 16 of 30 definitions key terms change any modification to the staging and production du it infrastructure including hardware changes system software changes operating level application changes e g functionality web page additions deletions url link additions deletions releases content changes etc network changes interface changes other applications links uploads downloads etc database changes operational and support procedures and documentation changes version upgrades enhancements patches planned scheduled outages du it infrastructure all hardware network and software components for the common web infrastructure environment emergency change an urgent request to correct a problem in the production environment change request a request to modify the production du it environments change control log a record of all change requests and their current status updated continuously throughout the process staging tests application system and network tests to validate planned changes will perform as expected change management processversion 1 0 du it project page 17 of 30 roles and responsibilities roleresponsibilities change requestor initiates a request for change modifies a change request acquires business management approvals for change change manager monitors all change activities in the du it infrastructure environment receives request for change from change requestors tracks changes to closure receives logs and allocates a priority in collaboration with the requestor to all cr s distributes cr s to change reviewer for impact assessment schedules cr reviews for ccb meeting issues agenda and circulates cr s to ccb members in advance of meetings to allow prior consideration chairs all ccb meetings updates the change control log with all progre