Change Management Initiative

Definitions What is a change? – A change is the addition, modification or removal of anything that could have an effect on a system or IT Service. What is change management? – Change management maximizes the business benefits of making changes while minimizing the risk making changes.

Self-Checklist How do I know if my work is considered a change? – Are you altering the functionality of a system? – Does the work require service downtime? – Are you modifying underlying code that could have an effect on this or other IT services? – Does the work require a higher level of approval or oversight? – How critical is the system/service to Tufts business functions?

Self-Checklist Unsure? – Consult with your manager or the Change Manager (Ellen Fitzpatrick). If your work does not constitute a change, track it using TechConnect.

Change Advisory Board (CAB) Represents the functional TTS directorates Members possess a high level awareness of the changes coming out of their respective directorates as well as impacts to other directorates

CAB Roles and Responsibilities Provides oversight for the management of changes to keep risk to the infrastructure low Ensures that changes are reviewed for accuracy and consistency as well as overall conflicts to the forward schedule of changes Enforces change management policies and procedures Encourages the adoption of best practices

Change Types Minor – minimal coordination, low risk Significant – medium to high level of risk and complexity Major – high risk, cost, and/or complexity Normal Necessitate immediate action to restore a service, protect electronic records/data, product, or IT hardware Are required to address an immediate security threat Ideally intended to be permanent Emergency Repetitive low-risk modifications that are pre-approved After CAB approval, a Request for Change (RFC) template will be created in TechConnect for ease of entry Standard

Change Lifecycle Initiator creates the request for change (RFC) Enters necessary information as it is available Draft All required information (risk assessment, back out plan, dates, etc.) entered & confirmed Functional Manager or Director specified for approval purposes Open Initiator requests approval, approver reviews RFC details & approves or requests more info CAB review is initiated for Significant and Major changes Approval Once approvals are obtained, Initiator/Implementer works on change as planned Implement Once work is complete, Initiator/Implementer enters final RFC details Completed Post Implementation Review (PIR) is completed by Change Advisory Board (CAB) if necessary Change Manager / Coordinator review final details and close RFC Closed

Risk-Based Change Types Part of routine, recurring maintenance and/or support Implementation procedures are well understood and documented. Does not alter baseline business functionality of primary or related service(s) Standard Normal Changes Minor Major R I S K LOW RISKHIGH RISK Approver: CAB (initial approval) / Functional Manager Functional Manager Change Advisory Board (CAB) Change Impact Downtime Requirement Change, Test & Back out Plans Service Criticality Significant CIO