To ensure a change management process is in place for the University's, Information Technology environment(s) managed both internally or externally. This policy addresses changes involving all critical systems, including, but not limited to changes of operational systems, application systems, network infrastructure, hardware installation, operating procedures and maintenance.
Under the direction of the President, the Chief Information Officer, Deans, Vice Presidents, shall implement this policy throughout the University, and the Director of Information Security shall ensure compliance.
This policy applies to all Departments, Colleges, Business Units, and Vendors who manage IT environments. It includes all changes to the production information technology environment, as defined below.
Roles & Responsibilities:
Change Advisory Board (CAB)
The Change Advisory Board is a group called together by the Change Coordinator to act in an advisory capacity to the Change Manager to all changes that are categorized as major or emergency (after triage). They also authorize changes as Standard Changes, if the qualifications are met. The CAB is made up or individuals within or outside IT who are relevant in the making the decisions on whether a change should be authorized. They are called together as required in order to ensure that changes are progress in a prompt and efficient manner.
Change Advisory Board Members
• Review the list of scheduled changes• Attend a weekly meeting either in-person, by video or telephone conference.• Prepare for the weekly meeting by inviting representatives from business or user groups, technical support staff and vendors as necessary to resolve potential conflicts.• At the meeting, affirm acceptance of planned changes on behalf of the Department or state potential conflicts and work to resolve them. Stated positions will be required and recorded.
The Change Coordinator will be the chairperson for the CAB. Responsible for the coordinating the flow of documentation/communication surrounding any changes to the IT production environment.
Change Implementer/Change Implementation Team
The Change Implementer will usually be the technology subject matter expert who is responsible for implementing the change into production. If the change implementation needs external third party or supplier involvement this needs to be documented within the RFC form.
Anyone can initiate a change within the organization – however, consideration must be given to whether this should include all users. If users are to be allowed to raise changes this should be controlled through the service desk, this will ensure that only relevant and appropriate changes are raised.
The Change Owner is the person who is responsible for the making the change happen, ensuring the change ticket is updated and marked as completed. This includes designing the change.
Wherever possible with all changes the Change Tester should not be the Change Implementer. This is to ensure rigorous and error free testing.
Internal Audit (IA)
Determine the effectiveness of internal controls, adherence with applicable laws and regulations, and reliability of financial reporting
The role of the Change Manager in the change process is to authorize/approve all changes. The Change Manager also ensures that all activities to implement the change are undertaken in an appropriate manner and are documented and reviewed when completed.
By Direction of the CIO:
SVP and Chief Information Officer
Change Priority Description
Requires immediate implementation (emergency change process). Causing loss of service or severe usability problems to a larger number of Users, a mission-critical system, or some equally serious problem. Immediate action required. Resources may need to be allocated immediately to build such authorized changes.
Requires implementation within 48 hours. Severely affecting some users, or impacting upon a large number of users. To be given highest priority for change building, testing and implementation resources. (Other than emergency).
Requires implementation within five days. No severe impact, but rectification cannot be deferred until the next scheduled release or upgrade. To be allocated medium priority for resources.
Requires implementation by an indicated date. A change is justified and necessary, but can wait until the next scheduled release or upgrade. To be allocated resources accordingly.
Clarification of Change Management Requirements with Respect to Virtual Environments
When using virtual environment technology, certain changes should be considered changes to the active production environment and should be scheduled in accordance with the IRT Change Management policy. Other changes may be made in such a way as not to impact the production environment, and are therefore exempt from the IRT Change Management policy.
This example applies only to virtual environments, not to systems in general. Exemptions are offered for cases where a change cannot impact the production environment.
Note: Clustered pair server technology is not considered part of a virtual environment. Although service fails over from one server to another, there is a momentary lapse of service in the active production environment, as well as a risk of not restoring full redundancy.
Virtual Servers: VMware
The terms host and guest describe the physical and virtual machines. The physical computer on which we install VMware Workstation software is called the host computer, and its operating system is called the host operating system. The operating system running inside a virtual machine is called a guest operating system.
IRT provides a host server service. If there are changes in interface connectivity or service availability of the host, then IRT will schedule such changes per the IRT Change Management policy. However, routine maintenance, such as operating system patching, is done without impacting interface connectivity or service availability, is not considered part of the active production environment, and is therefore exempt from the IRT Change Management policy. Detailed records of such routine maintenance are stored in the VMWare environment.
IRT also provides guest server service. Changes to guest servers may impact service to the production environment and therefore should be scheduled in accordance with the IRT Change Management policy.
Virtual Applications: Xen Server and Citrix
IRT provides an application service. I f there are changes in interface Connectivity, service availability, the user experience or integration with other applications, then such changes are said to impact the production environment and IRT will schedule such changes per the IRT Change Management policy.