Change Management Procedure_第1頁
Change Management Procedure_第2頁
Change Management Procedure_第3頁
Change Management Procedure_第4頁
Change Management Procedure_第5頁
已閱讀5頁,還剩29頁未讀 繼續(xù)免費(fèi)閱讀

下載本文檔

版權(quán)說明:本文檔由用戶提供并上傳,收益歸屬內(nèi)容提供方,若內(nèi)容存在侵權(quán),請進(jìn)行舉報(bào)或認(rèn)領(lǐng)

文檔簡介

1、 change management process version 1.0 august, 2005 disclaimer this 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 t

2、hat duquesne university sees fit to provide this information to for use in the implementation and support of du-it project requirements. document details version:1.0 status:draft document file name:procedure for change management v1.0.doc saved in: pages (total):30 maintaining org. unit:du-it projec

3、t management office (pmo) initial creation date:10 july 2005 release date:5 august 2005 document ownership and maintenance as 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 th

4、e du-it project director and steering committee prior to release. revision history version authorrelease datechange description 1.0t.p. morgann/adraft release table of contents purpose.3 key process objectives.3 process scope.3 process overview.3 the change management process.2 change management pro

5、cedures (detailed).3 the change request procedure.3 purpose .3 procedure .3 the change approval procedure.3 purpose .3 procedure .3 emergency change request.3 the emergency change process.3 emergency change procedure.3 purpose .3 procedure .3 change management forms.3 change request form (sample).3

6、change control log (sample).12 emergency change request form (sample).3 emergency change control log (sample).3 appendices .3 definitions/key terms.3 roles and responsibilities.3 change reviewers key assignments.3 change request key attributes.3 emergency change request key attributes.3 emergency ch

7、ange control log key attributes.3 change control board meeting sample agenda.3 change type.3 change status.3 change impact.3 change priorities.3 prirority/impact matrix.3 impact analysis criteria.3 purpose to minimize disruptions in service to developer and users of the duquesne university implement

8、ation team (du-it) technology infrastructure by managing change requests and their associated impacts/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 envir

9、onment. key process objectives establish a common approach for requesting/documenting change requests/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

10、 of all du-it infrastructure requested and implemented changes process scope this process shall be 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 (opera

11、ting level) application changes (e.g. functionality updates, web page additions/deletions, url link additions/deletions, releases, etc.) network changes interface changes (other application, links, uploads/downloads, etc.) database changes operational and support procedures and documentation changes

12、 version upgrades/enhancements/patches planned/scheduled outages process overview change request is 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 review

13、er(s) access to overall impact of the change request (time/resources etc) change control board approves 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

14、each step of the process the change management process change reviewer change manager complete or update request for change change requestor change control board change implementer validate request information ok ? no analyze impact of change update change control log confirm change priority, change

15、 category and change type ok ? assess change request validity and impact approve? yes schedule staging and implementation yes yes no no conduct staging review staging test results approve? conduct implementation yes review implementation no notification review change trends analyze change request tr

16、ends and results change management procedures (detailed) the change request procedure purpose this 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 reco

17、rded and reported to all affected organizations as needed throughout the process. procedure 1.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 appr

18、opriate change manager(s). 3.the change manager validates the cr for 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 prelim

19、inary assignments as to change type, change priority and change impact. 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 reviewer

20、s include designated subject matter experts and managers from application 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 r

21、equest and describe how the change impacts the infrastructure. in 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 crite

22、ria and priority-impact matrix can be used as tools to assess the 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 con

23、trol log and provide the status of the cr to the requestor. the change approval procedure purpose this 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 part

24、icipation from all organizations using and supporting the du-it environment. the schedules and status of each change implementation are reported to all affected organizations as needed throughout the process. procedure 1.the change control board (ccb) meets on a regular schedule to review new change

25、 requests and receive status updates on outstanding requests. the change 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 ag

26、enda for the meeting. 3.changes are reviewed and validated as to change 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 cha

27、nges must be reported to the board as part of the meeting. 5.the ccb 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

28、also reviews multiple requests to coordinate implementations and “package” 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

29、 control board determines how to schedule the change within the pre-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

30、changes are scheduled for staging and production implementation. the 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

31、meeting. 10. scheduled change requests are released to the staging platform 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

32、, etc. the change implementer signs off on the results of the testing 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 chan

33、ge implementer(s). successful staging test results are released for production 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

34、 change control log. 13. on a periodic basis, the change manager produces 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

35、and size of changes. emergency change request on occasion, changes of an “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 th

36、e case of emergency changes a streamlined process is used to allow the fastest possible response while still maintaining the proper levels of approval, logging, monitoring, communication and closure of all change related activities. the emergency change process change reviewer change manager complet

37、e emergency request for change change requestor change control board change implementor no analyze impact of change confirm change priority, change category and change type ok implement change update change control log status report on emergency update change logyes emergency change procedure purpos

38、e the emergency change procedure supports the implementation of urgent fixes or updates 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, ma

39、ny details are captured after the fact. procedure 1.the emergency change request (ecr) 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 urgen

40、cy using the definitions of change type, change impact and change priority. in many 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 ass

41、igned resource within the du-it infrastructure group. 3.the change reviewer(s) also 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, e

42、tc.). 4.the change reviewer(s) approves the ecr and updates the ecr log to record key 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 cha

43、nge and provides information to the change reviewer to update and close out the ecr 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

44、scheduled ccb meeting. change management forms change request form (sample) change description/ 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 reques

45、t: change impact evaluation (use page 2 for details) applicationdatabase hardwareprocedures networksecurity change type operating system/utilities schedule outage urgentminor highmedium mediummajor change priority low change impact environment(s) impacted: estimated resources: cost or effort cts int

46、ernal:external: resource requirements: (personnel , h/w, s/w ) test plan description rollback description change approval or rejection change request statusaccepted rejected comments: change scheduled for (date): implementation assigned to (names): ccb sign off: change implementation staging test re

47、sults: implementation test results: date of implementation implementor sign offdate change request form (sample) cont. change impact assessment change request no: componentchange reviewer name effort / cost impact descriptiontest description test performed date change control log (sample) change req

48、uest nbr cr filename requested by request date department/ location telephone description of changeenvironment change priority change status date scheduled change implementers staging results notesdate implemented implementation results notes emergency change request form (sample) change description

49、/ cr filename change request no.:project: requested by:date: department/ locationtelephone: description of the change: reason for the change: requestor sign off: approval of request: change impact evaluation applicationdatabase hardwareprocedures networksecurity change type operating system/utilitie

50、s outage/schedule urgentminor highmedium mediummajor change priority low change impact environment(s) impacted: change request statusaccepted rejected comments: change scheduled for (date): implementation assigned to (names): change implementation date of implementation implementor sign offdate emer

51、gency change control log (sample) change request no. ecr filename requested by request datedepartment/ location telephone description of change environmentchange priority change statusdate implemented appendices definitions/key terms change any modification to the staging and production du-it infras

52、tructure including: hardware changes system software changes (operating level) application changes (e.g. functionality, web page additions/deletions, url link additions/deletions, releases, content changes, etc.) network changes interface changes (other applications, links, uploads/downloads, etc.)

53、database changes operational and support procedures and documentation changes version upgrades/enhancements/patches planned/scheduled outages du-it infrastructure all hardware, network and software components for the common web infrastructure environment emergency change - an urgent request to corre

54、ct a problem in the production environment change request a request to modify the production du-it environments. change control log a record of all change requests and their current status, updated continuously throughout the process. staging tests application system and network tests to validate pl

55、anned changes will perform as expected. roles and responsibilities roleresponsibilities change requestorinitiates a request for change modifies a change request acquires business/management approvals for change change managermonitors all change activities in the du-it infrastructure environment rece

56、ives request for change from change requestors tracks changes to closure receives, logs and allocates a priority, in collaboration with the requestor to all crs distributes crs to change reviewer for impact assessment schedules cr reviews for ccb meeting, issues agenda and circulates crs to ccb memb

57、ers in advance of meetings to allow prior consideration chairs all ccb meetings updates the change control log with all progress, including any actions taken to correct problems and/or to take opportunities to improve service quality reviews all implemented changes to ensure that they have met their

58、 objectives. refers back any changes that have been backed out or have failed closes crs produces regular and accurate management reports updates list of ccb members, change reviewers and administrative forms change control boardanalyzes the change request for validity, feasibility accepts or reject

59、s a request for change assigns the request for change to change reviewers for impact analysis assigns request to change implementor for implementing accepted change requests approves changes implementation change reviewerreview requested changes analyze the impact of implementing the requested chang

60、e assess resource and timing requirements for change change implementersimplement the approved change as requested provide status of change implementation. back out/roll back failed changes change reviewers key assignments change reviewer componentnamelocation/phone servers linux (hardware/operating

溫馨提示

  • 1. 本站所有資源如無特殊說明,都需要本地電腦安裝OFFICE2007和PDF閱讀器。圖紙軟件為CAD,CAXA,PROE,UG,SolidWorks等.壓縮文件請下載最新的WinRAR軟件解壓。
  • 2. 本站的文檔不包含任何第三方提供的附件圖紙等,如果需要附件,請聯(lián)系上傳者。文件的所有權(quán)益歸上傳用戶所有。
  • 3. 本站RAR壓縮包中若帶圖紙,網(wǎng)頁內(nèi)容里面會(huì)有圖紙預(yù)覽,若沒有圖紙預(yù)覽就沒有圖紙。
  • 4. 未經(jīng)權(quán)益所有人同意不得將文件中的內(nèi)容挪作商業(yè)或盈利用途。
  • 5. 人人文庫網(wǎng)僅提供信息存儲(chǔ)空間,僅對(duì)用戶上傳內(nèi)容的表現(xiàn)方式做保護(hù)處理,對(duì)用戶上傳分享的文檔內(nèi)容本身不做任何修改或編輯,并不能對(duì)任何下載內(nèi)容負(fù)責(zé)。
  • 6. 下載文件中如有侵權(quán)或不適當(dāng)內(nèi)容,請與我們聯(lián)系,我們立即糾正。
  • 7. 本站不保證下載資源的準(zhǔn)確性、安全性和完整性, 同時(shí)也不承擔(dān)用戶因使用這些下載資源對(duì)自己和他人造成任何形式的傷害或損失。

最新文檔

評(píng)論

0/150

提交評(píng)論