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DoIT Operational Framework - Section 3.3 - Change Request Standards

Navigate back to DoIT Operational Framework - Section 3.0 - Change Management (section overview)

3.3.1 Defining Change Levels

Impact and Risk determine the Change Level.

Table 3.1 - Change Levels
Risk
Low
Medium
High
Impact (Users Affected)
High (campus or department)
Level 2 Change
Level 1 Change
Level 1 Change
Medium (group)
Level 3 Change
Level 2 Change
Level 1 Change
Low (person)
Level 3 Change
Level 3 Change
Level 2 Change

Risk is a combination of three factors:

  1. Change Complexity – Is the Change complicated, average or simple?
  2. Change Interdependency – Is the Change dependent on many other Changes, a few other Changes, or is it a simple and independent Change?
  3. Implementation Experience – Does the organization have proven, limited or no experience with this Change?

Determination of Risk

3.3.2 Levels of Changes and Required Approvals

Level 1 Changes

Level 2 Changes

Level 3 Changes

Emergency Changes

  • Public Notification – Immediate Notice as possible.
  • Time – Immediate.
  • Submission – Retroactive possible; Otherwise, Immediate as situation permits.
  • Approval – Retroactive possible; Otherwise, Change Manager → SEO Director → DoIT Tech Directors.
  • Management – As immediately necessary; Implementation or Situation Manager onsite.

3.3.3 Approval Standards for Change Requests

3.3.3.1 Non-Emergency Change Request

Level 1 Changes
Change has been tested; a formal escalation and back-out plan is available; an implementation manager has been designated; and 4 weeks are available for public notification.

Level 2 Changes
Change has been tested, or DoIT has experience with this change; an escalation and back-out plan is understood; an implementation manager has been designated; and 2 weeks are available for public notification.

Level 3 Changes
Required information has been entered in the CR.

3.3.3.2 Emergency Changes

An appropriate DoIT manager or director must approve emergency changes prior to implementation. NOC must also be notified as soon as possible of emergency changes. Emergency Change Requests are expedited in the following ways:

  • The time required to process the Change Request is shorter.
  • The method of notifying people affiliated with the Change Request is switched from circumstance to circumstance and may include personal contact.
  • The DoIT Change Manager may call a special review meeting.
  • The DoIT Change Manager, in conjunction with senior DoIT and customer management may choose to waive or postpone standard requirements for moving a Change Request into production.
  • All emergency and service changes that impact the normal business operation (including weekends) requires that all DoIT Management and Campus Users be notified of the disruption. This includes the scope and duration of the change.

It is the responsibility of the person/team performing the change to ensure that approval has been granted.

The DoIT Change Manager is responsible for noting all commitments and conflicts. It is possible for change activities associated with an Emergency Change Request to pre-empt other scheduled changes.



Keywords: Defining Change Types Type of Change Risk Types of Changes and Required Approvals Approval Standards for Change Requests Non-Emergency Change Request Emergency ChangesDoc ID: 8933
Owner: Hans W.Group: Systems & Network Control Center
Created: 2009-01-28Updated: 2009-11-18

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