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Change Management Process
Revision #: 109
Revised on: 12/16/2009 5:00:00 PM
Revised by: Jdjohnson
Attachment #4”- Change Management Process RFP #09-534-045
Table of Contents
Change Management General Processes ........................................ 3
Change Management Emergency Processes .................................. 4
Creating HEATBoard Issues ........................................................... 5
Link a Work Order Instructions..................................................... 6
Linking Calls to HEATBoard Issues .................................................................................................. 6
Department CM ................................................................................ 7
Equipment/Switch Management CM.............................................. 9
Database Management CM............................................................ 10
Maintenance Window CM ............................................................. 12
Emergency Change Management.................................................. 14
Attachment #4”- Change Management Process RFP #09-534-045
Change Management General Processes
This is a set of processes executed within ITS to manage enhancements, updates, incremental fixes and patches
to production systems, which include:
1. Application code revisions.
2. System upgrades (applications, operating systems, and databases).
3. Infrastructure changes (servers, cabling, routers, firewalls, etc.)
The ITS Technician responsible for making this change will create a Work Order in HEAT® no later than
close of business on Monday the week before the next scheduled Manager's meeting. If
a work order has been completed by close of business on Monday, ITS Staff responsible for Detail Screen
approvals MUST complete approvals by the following Monday 11:00 am. Most CMs will use the following steps:
Example, if you have a work order to submit for consideration at the July 9 meeting, it
must be submitted by close of business on July 2. Any work orders submitted after
the new Monday cutoff will be automatically deferred, without notification, to the next
scheduled Monday CM Board meeting. If you do not wish for the CM to be deferred
you will need to withdraw it or change its status (back) to Futures.
A. Use either the CM Dept WO OR the CM Dept Database WO OR the CM Dept Maintenance Window
WO OR the CM Dept Emergency WO & the CM Assignments (Backups/BCP & Security) auto tasks in
HEAT® for the CM Process referencing the appropriate department and use either the CM Equipment
WO OR the CM Database WO & the CM Assignments (Backups/BCP & Security) auto tasks in HEAT®
for the equipment being proposed for the specific type of proposed change. All of the information in
these auto tasks must be completed. If an item(s) does not apply to your requested change, note
“N/A” for that item. Do not leave blank. If there needs to be more assignments or journal entries,
add them as needed.
NOTE: The technician can create the CM at any time and place in “Futures” status (see Example
above). The technician will place the CM in the “Global” view on the HEATBoard. (see Creating
HEATBoard Issues for instructions). The technician’s manager or designee is the only person
that has the authority to place the CM in any other status. IMPORTANT, if the CM is in “Open”
status, it must be ready for Management review as it will be processed as part of the CM report.
The CM MUST be placed in “Open” status by Friday morning in order to be
presented at the next Manager’s meeting.
B. If it is an equipment CM and the equipment is to be added, relocated, or retired due to this change then
complete the Property Transfer Form or Original Assignment Form and if electronic form is available,
attach form to the CM work order.
C. For changes that require a system to be taken offline, draft an email notification using the I:\Information
Technology\COMMON\e-mail Outage Notification\Outage Template1.xsn to end users of affected system
detailing planned time of outage, and duration of outage. The Communications Center should be copied
on all email notifications. If an email notification is not needed, the Communications Center should still be
emailed with a notification of the outage. The responsible ITS Technician will send the draft of the email
to their supervisor for approval. Approved email will be attached to CM Dept WO.
An ITS Change Management Board consisting of the Director of ITS, Deputy Directors of ITS and all ITS
Managers or their designees will meet weekly on Monday to review all CM work orders created during the prior
week. Each CM request will be reviewed and evaluated for:
A. What is being changed
B. When the change is to be made
C. Who it effects to make or not make the change
D. Who is responsible
E. Reason for the change and completeness of information submitted
F. Impact and resource assessment, that is, which users are affected and how big is the effect
G. Location of the change and the implication of the suggested timescale
Attachment #4”- Change Management Process RFP #09-534-045
H. Completeness of Backout plan including triggers and decision maker contact details
I. Impact on business continuity and risk involved in not performing the change
J. Is this change dependent on any other change
K. Successfully completed CMs for proper completion and their documentation
1. Verify and review the implemented change
a. Was the change successful
b. Was the change process followed
c. If there was a variance, what was the variance between the planned and implemented
change
d. If applicable, what were the lessons learned that would improve the process
The ITS Department Executive Secretary will record the deliberations of the ITS Change Management Board for
each requested change, will make a Journal Entry into HEAT® indicating approval or rejection and move the CM
into the “Scheduled CM” view on the HEATBoard. The ITS Department Executive Secretary will be responsible
for notifying the ITS Department of approval, rejection or request for modification to the Change request by the
end of business each Monday.
When the responsible ITS Technician has completed the Change Request they will update the Work Order in
HEAT® by making a journal entry indicating the results of the change and any unplanned events resulting from
this change. The Manager will bring the successfully completed CM to the next CM Board meeting for review as
indicated above while in “Solved or Scheduled” status. The ITS Technician will ultimately be responsible for
making sure all assignments are completed so the work order can be successfully closed by the Manager.
Change Management Emergency Processes
Emergency changes will be considered for addressing problems and situations associated with Priority One work
orders or conditions that are likely to cause Priority One disruptions of production services.
Call and speak with someone from the engineering’s group for approval prior to calling the ITS Director for
authorization for the Emergency CM. The engineering group should give approval of any change to the
equipment.
The ITS Technician responsible will review each item listed under the HEAT® Journal Entry described above
with their manager noting their planned response as soon as possible. If this is an After Hour Call-Out, the
ITS Technician will review with their manager as soon as possible during normal business hours.
The ITS Manager will review the proposed change with the ITS Director as soon as possible, in the absence of
the Director, the Deputy Directors of ITS will review the proposed changes for approval. In the absence of the ITS
Director or the Deputy Directors ITS the ITS Manager may approve the change.
If the change is approved the ITS Technician will provide user notification through their manager, if the situation
allows, and execute the change. After the change is completed the ITS Technician will follow the procedure for
Change Management General Processes described above.
Attachment #4”- Change Management Process RFP #09-534-045
Creating HEATBoard Issues
Save HEATBoard Issues to Global Team view. Select the teams to make available on the HEATBoard
in User Preferences.
1. Click the New HEATBoard Issue button or select Accessory>>HEATBoard>>New
HEATBoard Issue. The Create new HEATBoard Issue dialog box appears.
2. Type a description of the issue in the Text text box, or click Get Description. Call Logging
takes the text from the Description of Incident text box in the active Call Record and populates
the Text area.
3. Save the HEATBoard Issue to the Global Team view. Make your selection in the Save to View
area. When selecting Team, choose the team from the drop-down list.
4. In the Linked Calls area, select linking preferences:
5. Allow Linked Calls: Lets other users link their related calls to the HEATBoard Issue. If you do
not select this option, the Expiration area becomes active.
Note: Select Allow Linked Calls if your issue is Call Record related. If not Call Record related, users do
not need to link calls to it.
• Link Current Call: Links the active call to the HEATBoard Issue. If the call is linked to another
HEATBoard Issue, this option is unavailable; calls can only be linked to one HEATBoard Issue.
• AutoClose: Lets the currently linked call be closed upon resolution of the Lead Call. If you do
not select Link Current Call, this option is unavailable.
• No AutoClose: Tells the currently linked Call Record not to Autoclose when the Lead Call is
resolved. If you do not select Link Current Call, this option is unavailable.
5. Click OK. The HEATBoard Issue appears in the view to which you assigned it.
Attachment #4”- Change Management Process RFP #09-534-045
Link a Work Order Instructions
NOTE: If the Info Center is not in view, press Ctrl+Alt+I to open. Open the master work order, look in
Info Center for work order number, right click on number, select “Open Group”.
Linking Calls to HEATBoard Issues
Link calls to an issue to expedite their resolution; solution information posted to a Lead Call posts to the
linked calls at the time of closure.
1. Highlight the HEATBoard Issue to which to append the call.
2. Select Accessory>>HEATBoard>>Link current call. The Link Current Call to HEATBoard
Issue dialog box appears, stating Link Call ID:X to HEATBoard Issue:X.
3. Select Allow This Call to be AutoClosed to AutoClose this call when the Lead Call is resolved.
4. Click OK.
Attachment #4”- Change Management Process RFP #09-534-045
Change Management with a
Linked Equipment Work Order
Department CM
1. Create a linked Department global work order, following the processes (CM Dept WO
& CM Assignments auto tasks). You will be linking a specific type of Equipment or Database
Management work order to this work order to complete the CM.
1. Select Department (within IT) sponsoring work order.
2. Select Type of Change Request
3. Select Category of:
1. Change Management
2. Patch and Upgrade management – ex. Adobe Acrobat Upgrade, Microsoft patches
3. Database management – changes to database that affect users
4. Configuration management - ex. Port security changes
5. Project management – ex 5125 07 payroll upgrade
6. Equipment Maintenance – ex. adding memory to a set of computers
7. Switch Management – upgrading os of switch or router
4. Create an Incident Description, 1. What is being changed by this CM?; 2. Name the members
of the implementation team? (Name & Department); 3. When is the CM taking place? Date &
Time & Duration; 4. What users are being affect by this change?
5. Create assignment, following the Heat processes, for The ITS Systems Coordinator to coordinate
backup requirements and/or required changes to the Business Continuity Plan – you may use the
CM Assignments auto task
6. Create assignment, following the Heat processes, for security’s risk review and approval – you
may use the CM Assignments auto task
7. Create assignment, following the Heat processes, for Technician/Manager responsible for
department coordination and approval
1. Attach copies to the work order of e-mail communication or meeting minutes with the
department who owns the data.
8. Create assignment, following the Heat processes, for application manager or system custodian
for coordination of CM
9. Create assignment, following the Heat processes, for manager to review rollback plan and CM–
you may use the CM Assignment Rollback auto task
10. Create Journal entry for creation of work order, following the Heat processes – this may be an
auto task
11. Create Journal entry for coordination with the department who owns the data. Follow up
coordination with an email to the department. Draft an email notification using the
I:\Information Technology\COMMON\e-mail Outage Notification\Outage Template1.xsn to end
users of affected system detailing planned time of outage, and duration of outage. The
responsible ITS Technician will send the draft of the email to their supervisor for approval.
Approved email will be attached to CM Dept WO.
12. Create Journal entry, following the Heat processes, detailing the back up requirements – this
may be an auto task
13. Create Journal entry, following the Heat processes, attach documentation to the work order of
the recovery plan – this may be an auto task
14. Create Journal entry, following the Heat processes, for known security implications – this may
be an auto task
Attachment #4”- Change Management Process RFP #09-534-045
Change Management with a
Linked Equipment Work Order
15. Verify that all Approval Stamps except the change manager are completed by 11:00 am on
Monday so the CM can be brought to the managers meeting.
Attachment #4”- Change Management Process RFP #09-534-045
Change Management with a
Linked Equipment Work Order
Equipment/Switch Management CM
1. Create a work order using the profile of Equipment to be linked to the (CM Dept WO
& CM Assignments auto tasks), following the processes (CM Equipment WO auto task). Asset
Tag E100252 is the default. Press F9 with the cursor in the Asset Tag field to change to
appropriate Asset.
2. Type Equipment is the default. Press F9 with the cursor in the Type field to change to
appropriate Type.
3. Category Add/Change/Move is the default. Press F9 with the cursor in the Category field to
change to appropriate Category.
4. Create an Incident Description, What is the Change Management work order number?, Give a
description of what is being accomplished with this work order.
5. Create assignment, following the Heat processes, for The ITS Systems Coordinator to coordinate
backup requirements, schedule a backup (if required) and/or make changes to the existing
Business Continuity Plan – you may use the CM Assignments auto task
6. Create an assignment, following the Heat processes, coordinating with the data owner unless
during a pre-approved window - this may be an auto task
7. Create an assignment, following the Heat processes, coordinating with the application manager
or system custodian – this may be an auto task
8. Create Journal entry for creation of work order, following the Heat processes – this may be an
auto task
9. Create Journal entry for coordination with the data owner unless during a pre-approved window
and coordination with the application manager or system custodian. When the CM has been
completed DO NOT FORGET TO Request completion stamp by project participants, close the
change request including linked work orders. Follow up on all assignments. Follow up
coordination with an email to the department. If needed, draft an email notification using the
I:\Information Technology\COMMON\e-mail Outage Notification\Notice to Users of Service
Interruption.xsn to end users of affected system detailing planned time of outage, and duration of
outage. The responsible ITS Technician will send the draft of the email to their supervisor for
approval. Approved email will be attached to CM Dept WO.
10. Create Journal entry, following the Heat processes, detailing the back up requirements – this
may be an auto task
11. Create Journal entry, following the Heat processes, attach documentation to the work order of
the recovery plan – this may be an auto task
12. Create Journal entry, following the Heat processes, for known security implications – this may
be an auto task
13. Verify that all Completion Stamps are completed by project participants; close the change
request including linked work orders. Follow up on all assignments.
Note: Approval is approval and consent to the change request. Completion denotes that the assignments
related to the project and linked work orders are completed.
Attachment #4”- Change Management Process RFP #09-534-045
Change Management
Database Management Guidelines
Database Management CM
1. Create a Department work order (CM Dept Database WO & CM Assignments auto tasks).
2. Type Change Request is the default.
3. Category Database Management is the default. Press F9 with the cursor in the Category field to change
to appropriate Category.
4. Create an Incident Description, 1. What type of database is this?; 2. Will changes and testing be
performed in the backup database or the production database?; 3. Will the changes be moved to
production after being tested?; 4. Name the members of the implementation team? (Name & Dept); 5.
When will the CM take place? Date & Time & Duration; 6. What users are being affected by this
change?; 7. What is the server name?
5. Create assignment, following the Heat processes, for The ITS Systems Coordinator to coordinate
backup requirements, schedule a backup (if required) – you may use the CM Assignments auto task
6. Create assignment, following the Heat processes, for security’s risk review and approval – you may use
the CM Assignments auto task
7. Create assignment, following the Heat processes, for Technician/Manager responsible for department
coordination and approval
a. Attach copies to the work order of e-mail communication or meeting minutes with the
department who owns the data.
8. Create assignment, following the Heat processes, for application manager or system custodian for
coordination of CM
9. Create assignment, following the Heat processes, for manager to review rollback plan and CM – you
may use the CM Assignment Rollback auto task
10. Create Journal entry for creation of work order, following the Heat processes – this may be an auto task
11. Create Journal entry for coordination with the department who owns the data. Follow up coordination
with an email to the department. If needed, draft an email notification using the I:\Information
Technology\COMMON\e-mail Outage Notification\ Notice to Users of Service Interruption.xsn to end
users of affected system detailing planned time of outage, and duration of outage. The responsible ITS
Technician will send the draft of the email to their supervisor for approval. Approved email will be
attached to CM Dept WO.
12. Create Journal entry, following the Heat processes, detailing the back up requirements – this may be an
auto task
13. Create Journal entry, following the Heat processes, attach documentation to the work order of the
recovery plan – this may be an auto task
14. Create Journal entry, following the Heat processes, for known security implications – this may be an
auto task
15. Verify that all Approval Stamps except the change manager are completed by 11:00 am on Monday so
the CM can be brought to the managers meeting.
16. Create a work order for Database (CM Database Equip WO auto task) to be linked to (CM Dept
Database WO auto task), following the Heat processes. Asset Tag E100252 is the default. Press F9
with the cursor in the Asset Tag field to change to appropriate Asset.
17. Type Software is the default. Press F9 with the cursor in the Type field to change to appropriate Type.
18. Category Upgrade is the default. Press F9 with the cursor in the Category field to change to
appropriate Category.
19. Create an Incident Description, What is the Change Management work order number? Give a
description of what is being accomplished with this work order.
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Change Management
Database Management Guidelines
20. Create an assignment, following the Heat processes, for The ITS Systems Coordinator to coordinate
backup requirements, schedule a backup (if required) – you may use the CM Assignments auto task.
21. Create an assignment, following the Heat processes, coordinating with the data owner unless during a
pre-approved window
22. Create an assignment, following the Heat processes, coordinating with the application manager or
system custodian
14. Create Journal entry for creation of work order, following the Heat processes – this may be an auto task
15. Create Journal entry for coordination with the data owner unless during a pre-approved window and
coordination with the application manager or system custodian. When the CM has been completed DO
NOT FORGET TO request completion stamp by project participants, close the change request including
linked work orders. Follow up on all assignments. Follow up coordination with an email to the
department.
16. Create Journal entry, following the Heat processes, detailing the back up requirements – this may be an
auto task
17. Create Journal entry, following the Heat processes, attach documentation to the work order of the
recovery plan – this may be an auto task
23. Create Journal entry, following the Heat processes, for known security implications – this may be an
auto task
24. Verify that all Completion Stamps are completed by project participants; close the change request
including linked work orders. Follow up on all assignments.
Note: Approval is approval and consent to the change request. Completion denotes that the assignments related
to the project and linked work orders are completed.
11
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Change Management for a
Maintenance Window Work Order
Maintenance Window CM
1. Create a linked Maintenance Window Department global work order, following the
processes (CM Dept Maintenance Window WO & CM Assignments auto tasks).
a. Select Department (within IT) sponsoring work order.
2. Select Type of Change Request
3. Select Category of:
b. Change Management
c. Patch and Upgrade management – ex. Adobe Acrobat Upgrade
d. Database management
e. Configuration management ex. Port security changes
f. Project management – ex 5125 07 payroll upgrade
g. Equipment Maintenance – ex. adding memory to a set of computers
h. Switch Management
Note: Include on the detail screen that this will be done during a maintenance window.
i. Include the Date Range
ii. Attach copies to the work order of e-mail communication or meeting minutes with the
department who owns the data confirming their agreement with the maintenance window.
4. Create an Incident Description, 1. What is being changed by this CM?; 2. Who are the implementation
team?; 3. When is the CM taking place? Date & Time & Duration; 4. What users are being affected
by this change?
5. Create assignment, following the Heat processes, for security’s risk review and approval – you may use
the CM Assignments auto task
6. Create assignment, following the Heat processes, for Technician/Manager responsible for department
coordination and approval
7. Create assignment, following the Heat processes, for application manager or system custodian
8. Create assignment, following the Heat processes, for manager to review rollback plan and CM – you
may use the CM Assignment Rollback auto task
9. Create assignment, following the Heat processes, for The ITS Systems Coordinator to coordinate
backup requirements, schedule a backup (if required) and/or to make changes to the Business Continuity
Plan – you may use the CM Assignments auto task
10. Create Journal entry for creation of work order, following the Heat processes – this may be an auto task
11. Create Journal entry, following the Heat processes, detailing the back up requirements – this may be an
auto task
12. Create Journal entry, following the Heat processes, attach documentation to the work order of the
recovery plan – this may be an auto task
13. Create Journal entry for coordination with the data owner unless during a pre-approved window and
coordination with the application manager or system custodian. When the CM has been completed DO
NOT FORGET TO Request completion stamp by project participants, close the change request
including linked work orders. Follow up on all assignments. Follow up coordination with an email to
the department.
14. Create Journal entry, following the Heat processes, for known security implications – this may be an
auto task
15. Verify that all Approval Stamps except the change manager are completed by 11:00 am on Monday so
the CM can be brought to the managers meeting.
12 12/17/2009
Change Management for a
Maintenance Window Work Order
All equipment work orders against the existing maintenance window will be created and
submitted to the CM Board for “Job Control”. This is to review the accuracy of each new
equipment or database work order.
16. Create a work order for Equipment and/or Database to be linked to Maintenance CM,
following the processes for Database Management CM or Equipment Management CM (CM Equipment
WO auto task or CM Database WO auto task).
17. Change the Status on the Maintenance Window Department global work order back to
“Open”.
18. Link Equipment and/or Database to Maintenance Window Department global work
order.
19. NOTE: The request for Completion Stamps by project participants will NOT be requested until the
maintenance window has expired; each change request will be closed at the completion of the successful
CM. Technician should follow up on all assignments for each change request.
Note: Approval is approval for the maintenance window and consent to the change request for the period of the
maintenance window. Completion denotes that all of the assignments related to each CM are completed and
that the maintenance window has expired.
13 12/17/2009
Change Management
Emergency Change Management
This process is for emergency change management. Examples include emergency reboots or resets. Break/Fix.
1. Create a linked Emergency Department work order, following the processes (CM Dept
Emergency WO auto task).
i. Select Department (within IT) sponsoring work order.
2. Select Type of Change Request
3. Select Category of:
a. Emergency Management
4. Create an Incident Description, 1. What happened?; 2. Who was the technician?; 3. When did the
CM take place? Date & Time & Duration; 4. What users were affected by this Emergency CM; 5.
Who approved the Emergency CM?
5. Create assignment, following the Heat processes, for engineering’s review, call and speak with someone
from the engineering’s group for approval prior to calling for authorization for the Emergency CM.
Note in the assignment the outcome of that discussion.
6. Create assignment, following the Heat processes, for security’s risk review, note if there were any
known security implications and approval– you may use the CM Assignment Security auto task
7. Create assignment, following the Heat processes, for manager to review and bring to the managers
meeting
8. Create assignment, following the Heat processes, for application manager or system custodian
9. Create assignment ONLY IF BACKUP IS REQUIRED, following the Heat processes, for the ITS
Systems Coordinator to coordinate backup requirements, schedule a backup (if required), restore a
backup and/or to make changes to the Business Continuity Plan – you may use the CM Assignments
auto task.
10. Create Journal entry for creation of work order, following the Heat processes – this may be an auto task
a. Detail what happened.
b. What was the cause of the problem?
c. What was done to solve the problem?
d. Can anything be done in the future to reduce the likelihood or eliminate the possibility of this
happening again?
e. Note if this has any implications elsewhere in the Authority.
f. Who was the technician?
g. When did the CM take place? Date & Time & Duration?
h. What users were affected by this change?
11. Create Journal entry, following the Heat processes, stating which Manager, Deputy Director, or Director
authorized this emergency change. – this may be an auto task
12. Create Journal entry, following the Heat processes, and state if there are any known security
implications. – this may be an auto task
13. Create a work order for Equipment and/or Database to be linked to Emergency CM Step 1 above,
following the Heat processes for Database Management CM or Equipment Management CM (CM
Equipment Emergency WO auto task or CM Database Emergency WO auto task). IMPORTANT the
back out plan and backup plan are not required for emergencies.
14. Verify that all Completion Stamps are completed by project participants; close the change request
including linked work orders. Follow up on all assignments.
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Note: Approval is approval and consent to the change request. Completion denotes that the assignments related
to the project and linked work orders are completed.
15
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