Service Name
|
Change Control
|
| Description |
This service provides controls that protect availability and quality of services while changes are made to the IT infrastructure and services.
|
Service Line
|
CIS Administration
|
| Features |
- Record and classify changes as they are requested
- Publish and communicate which changes have been requested as well as status and implementation success or failure of changes
- Coordinate activities to agree and approve or reject requested changes on a timely basis to meet business needs
- Coordinate activities to identify service and technical impacts associated with requested changes
- Coordinate activities to validate change success and close changes
- Schedule post implementation reviews for changes that meet specified criteria to require them
- Track and report on progress of changes as they proceed from request to review to implementation to closure
- Maintain and track change requests as defined in the CIS department Change Management Policy
- Build, manage and maintain the ongoing list of standard changes
- Presents change requests for approval at CIS directors meetings
- Manage and maintain Forward Schedule of Changes
|
| Service Administrator (owner) |
Pat Thompson
|
| VP Customer |
Provost |
| Availability |
Defined Maintenance windows, approval by CIS Directors at weekly meeting |
| Support |
How to use form
|
| Initiated |
Submitted RFCs (Request for Changes)
|
| Charges |
n/a
|
Delivery channels
|
- Completed RFCs
- Post notifications for approval/rejection
- Published forward schedule of changes
- Consulting support
|
| Prerequisites |
Completed form to specifications required
|
Key Service Targets
|
- Change Success Rate (1-Failed Changes/Changes implemented)
- Change Efficiency Rate (Changes Implemented/Changes in Pipeline)
- Emergency Change Rate (Changes approved by CIO not CRB/Total Change)
- Change Reschedule Rate (Changes Rescheduled/Total Change)
- Unauthorized Change Rate (Change Detected/Total Changes Implemented)
- Change Incident Rate (Number changes resulting in incidents/total change)
- Change Management Process Maturity
|