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1、 Change Management ProcessVersion 1.0 August, 2005DisclaimerThis 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
2、 Duquesne University sees fit to provide this information to for use in the implementation and support of DU-IT project requirements. Document DetailsVersion:1.0Status:DraftDocument file name:Procedure for Change Management v1.0.docSaved in:Pages (total):30Maintaining Org. Unit:DU-IT Project Managem
3、ent Office (PMO)Initial Creation Date:10 July 2005Release Date:5 August 2005Document Ownership and MaintenanceAs 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 Proje
4、ct Director and Steering Committee prior to release.Revision HistoryVersion AuthorRelease DateChange Description1.0T.P. MorganN/ADraft release-Table of ContentsPURPOSE3KEY PROCESS OBJECTIVES3PROCESS SCOPE3PROCESS OVERVIEW3THE CHANGE MANAGEMENT PROCESS2CHANGE MANAGEMENT PROCEDURES (DETAILED)3The Chan
5、ge Request Procedure3Purpose3Procedure3The Change Approval Procedure3Purpose3Procedure3EMERGENCY CHANGE REQUEST3The Emergency Change Process3Emergency Change Procedure3Purpose3Procedure3CHANGE MANAGEMENT FORMS3Change Request Form (Sample)3Change Control Log (Sample)12Emergency Change Request Form (S
6、ample)3Emergency Change Control Log (Sample)3APPENDICES3Definitions/Key Terms3Roles and Responsibilities3Change Reviewers Key Assignments3Change Request Key Attributes3Emergency Change Request Key Attributes3Emergency Change Control Log Key Attributes3Change Control Board Meeting Sample Agenda3Chang
7、e Type3Change Status3Change Impact3Change Priorities3Prirority/Impact Matrix3Impact Analysis Criteria3PurposeTo 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 imp
8、acts/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 requ
9、ests/requirements Implement proper controls/sign-offs/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 changesProcess ScopeThis process shall be
10、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
11、 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
12、 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 appr
13、oves 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 processThe Change Management ProcessChange Management Procedures (Detailed)The Cha
14、nge Request ProcedurePurposeThis 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 througho
15、ut the process.Procedure1. 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
16、 completeness and logs the CR information into the Change Control Log for tracking. Incomplete CRs 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 Imp
17、act. 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 appl
18、ication 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
19、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
20、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.The Cha
21、nge Approval ProcedurePurposeThis 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 envir
22、onment. The schedules and status of each change implementation are reported to all affected organizations as needed throughout the process.Procedure1. The Change Control Board (CCB) meets on a regular schedule to review new change requests and receive status updates on outstanding requests. The Chan
23、ge 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 Chan
24、ge 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 CC
25、B 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 “p
26、ackage” 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
27、-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. Th
28、e 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 p
29、latform and staging tests are performed per the implementation and test plans by the Change Implementer. 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 testin
30、g 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 P
31、roduction 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 produc
32、es 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.Emergency Change RequestOn occasion, changes of an
33、“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 fas
34、test possible response while still maintaining the proper levels of approval, logging, monitoring, communication and closure of all change related activities.The Emergency Change ProcessEmergency Change ProcedurePurposeThe emergency change procedure supports the implementation of urgent fixes or upd
35、ates 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.Procedure1. The Emergency Change Request (EC
36、R) 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
37、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 Requestors supervisor or an assigned resource within the DU-IT Infrastructure Group.3. The Change Reviewer(s) also
38、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 ke
39、y 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
40、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 FormsChange Request Form (Sample)Change Desc
41、ription/ 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)Change TypeApplicationDatabaseHardwareProce
42、duresNetworkSecurityOperating System/Utilities Schedule OutageChange PriorityUrgentChange ImpactMinorHighMediumMediumMajorLowEnvironment(s) Impacted:Estimated Resources: cost or effortCTS Internal:External:Resource requirements:(personnel , h/w, s/w )Test Plan DescriptionRollback DescriptionChange A
43、pproval or RejectionChange Request StatusAccepted RejectedComments:Change scheduled for (date):Implementation assigned to (names):CCB Sign off:Change ImplementationStaging test results:Implementation test results:Date of ImplementationImplementor Sign OffDateChange Request Form (Sample) cont.Change
44、Impact Assessment Change Request No:ComponentChange Reviewer NameEffort / CostImpact descriptionTest DescriptionTest Performed DateChange Control Log (Sample)Change Request NbrCR FilenameRequested ByRequest DateDepartment/ Location TelephoneDescription of ChangeEnvironmentChange PriorityChange Statu
45、sDate ScheduledChange ImplementersStaging Results NotesDate ImplementedImplementation Results NotesEmergency Change Request Form (Sample)Change Description/ CR FilenameChange Request No.:Project:Requested by:Date:Department/ locationTelephone:Description of the change:Reason for the change:Requestor Sign off:Approval of Request:Change Impact EvaluationChange TypeApplicationDatabaseHardwareProceduresNetworkSecurityOperating System/Utilities Outage/Sched
