Office of Technology Operations Change Management Guide (Version 1.1) 1) Purpose The purpose of this document is to provide guidance to bridge the gap between the change management process and procedures description documentation, Change Management Process and Procedures, and the detailed Remedy technical change management users’ guides, OTOP Change Management Quick Guide – Submitters (and Approvers). 2) Background As a result of the development of a more ITIL compliant environment in OTOP, with associated common processes across the operating divisions, the change management approval and implementation processes in NCC and EDSD have been realigned into a single, integrated process. Additionally, a single Change Advisory Board (CAB) has been established with members from both NCC and EDSD, chaired by the OTOP Deputy Director. This realignment necessitated the development of new processes and procedures prescribing how information technology system changes are submitted and approved. 3) Customer Impact Customer impact must be considered for all submitted changes. As described in paragraph 4.a.1 below, notification timeframes have been establish by the OTOP Director whenever an outage or customer impact could result from a change implementation. In order to minimize customer impact, change submitters should make every effort to meet these timeframes and also attempt to keep most changes categorized as normal changes. Page 1 of 14 – Change Management Guide (V. 1.1 – August 1, 2011) Office of Technology Operations 4) Submitting a Request For Change (RFC) a.
Change Types Four change types are in use in the OTOP environment: Normal, Standard, Expedited, and Emergency (defined as Latent in the Remedy system). The Change Management Process and Procedures document provides descriptions, process flow charts for these change types and considerable detail. Changes are submitted via the Remedy system and are accompanied by a supporting Request for Change (RFC) document. • Normal Changes: Normal changes are the most common type of change. These are changes which do not require any special considerations and can be applied within the timeframe established by the Change Management Process and Procedures document. Changes that will require an OEI Notification, Agency Mass Mailer or CTS Notification due to a system outage or significant system changes affecting customers require a ten business day lead time for notification to the customers. Keep this time requirement in mind when determining how soon in advance to submit the change. Normal changes will be prioritized automatically by Remedy as defined in paragraph 4.b below. The workflow for a Normal Change is shown in Appendix A. Normal Changes Key Highlights: • • • Request submitted via Remedy Approval process (Functional Approvers) – 3 business days High & medium priority (significance) requests approved electronically by functional staff, then routed for CAB approval. Low priority (significance) requests are approved electronically by Functional Approvers only. CAB has the final approval on high and medium changes. Formal meeting is held – changes are not approved electronically via Remedy until after CAB meeting.
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