Creating Change Plans in accordance with ITS Change Process

The purpose of the Change Plan application is to manage changes and provide Change Notifications so that staff and customers can plan accordingly. Changes require serious forethought, careful monitoring, and followup evaluation to reduce negative impact and increase positive benefits.

There are four types of changes necessary for conducting normal operations for ITS. The ITS Change Management process provides governance over three of those four processes, namely: Routine, Planned and Unplanned. (Link to the complete ITS Change Process document)

  • Operational changes: these are the day to day changes performed to services that have no customer impact, no impact to services, or do not require outages. These changes are preapproved and do not require change plans, and are excluded from this Change Management Process.
  • Routine changes: these are low impact, and commonly performed changes with an urgency classification of Normal. All Routine changes require a change plan to log the changes, and are required to have a change plan created a minimum of 2 days in advance. Routine changes do not require Change Advisory Board (CAB) approval in advance. Note: Change plans for routine changes that are submitted less than 2 days in advance are classified as Unplanned Changes.
  • Planned Changes: all planned changes will require change plans to be submitted with a minimum of 14 days in advance, and will require CAB approval. (See – ITS Planned Changes Process – in this document for additional guidance)
  • Unplanned Changes: these plans shall be submitted as a response to an interruption or degradation in client or internal facing production services that were not planned in advance. Change plans for routine changes that are submitted less than 2 days in advance are classified as Unplanned Changes.

Change Approval Board (CAB)

The Change Approval Board approves requested changes and assists in the assessment and prioritization of changes. This body will be comprised of IT and Business representatives that include: a change managers from ITS units, user support managers, technical experts, possible third parties and customers (if required), who will ideally serve on a staggered one (1) year basis. The CAB members should selectively be chosen to ensure that the requested changes are thoroughly checked and assessed from both a technical and business perspective. CAB members should have a clear understanding of the customer business needs and the user community, as well as the technical development, support functions, and environments. The CAB will meet weekly to approve planned change submissions and review any unplanned changes.

Change requests shall contain the following in order to be approved:

  • Service owner/Manager approval
  • Complete and accurate information in the change request fields (in Remedy)
  • Change Planning information – Change Plan must capture all the information required to implement change
    • Implementation – Verification – and back-out plan details with hand offs
    • Listing of those parties known to be impacted by the change event
    • Impact to customer experience, if any
    • Communications plan ahead of changes (if needed)
    • Designated incident communication person should a planned change result in an outage

Some change requests may require additional information, such as:

  • Updates to associated operational procedures, if any are affected

ITS Planned Changes Process

The ITS Planned Changes Process is a standard process for planned changes and maintenance for Information Technology Services and is intended to minimize the impact of service disruptions.

This process applies to all service changes and maintenances , and any change with a risk of an outage, to production services and network infrastructure, components, and capacity for which ITS is accountable.

All planned changes with customer impact will require change plans to be submitted with a minimum of 14 days in advance.

All planned changes with impact to any one of the four following criteria will require change plans to be submitted with a minimum of 14 days in advance (planned change urgency = normal):

  1. Planned change will incur large customer base impact
  2. Communications and/or community notifications involved to impacted users
  3. Planned change will include service outage or service degradation outside of a maintenance window.
  4. Planned change will have Service Desk impact

Exceptions:

Exceptions to the minimum 14 days advance notification are reflected in Planned Change URGENCY:

  • Normal Urgency 14 days or greater (follows the ITS Planned Changes Process above)
  • High Urgency 2-13 days – changes must be implemented within 2-13 days and could not be planned for >14 days due to unforeseen external (to ITS) circumstances, as stated in the change plan
  • Critical Urgency < 1 day – emergency preventive maintenance, requires only AVC approval

Unplanned Changes

Unplanned change plans should be submitted as a response to an interuption or degradation in client or internal facing production services that wasn’t planned in advance.

Change plans for routine changes that are submitted less than 2 days in advance are classified as Unplanned Changes.


Creating a Planned Change in Change Plan:

1.  Log into https://remedy.unc.edu and click in the Change Plan link on Home Page.

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2.  The change Plan application opens by default ready to create a Planned Change.

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3.  Complete all 14 required fields and select save.

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4.  Answer the Impact review questions: Impact to Connect Carolina, Service Desk, or Security

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5.  You will now have access to the Change Notice tab if you need to send a notification to the itschanges.unc.edu list.

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6.  To send out a change notice select the Change Notices tab, select Notification Type “Initial” and select the “Send Change Notification” button.

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7.  To check the status of a change plan’s approvals select the approvals tab to view the Change Advisory Board status. The status will remain pending until all approvals have been met.

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8.  Once the Change Advisory Board have reviewed and approved the change plan the status will be updated to Approved and be displayed in green text.

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Creating a Planned Routine Change in Change Plan:

1.  Log into https://remedy.unc.edu and click in the Change Plan link on Home Page.

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2.  The change Plan application opens by default ready to create a Planned Change.

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3.  Select the Routine checkbox which will automatically fill out the Customer Impact, Urgency and Priority fields.

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4.  Continue creating the change plan as per steps 3 though 6 of the “Creating a Planned Change in Change Plan” instructions. No Change Approval Board approval is required for routine changes with more than 2 days notice. Routine changes with less than 2 days notice are classified as Unplanned Changes.


Creating an Unplanned Change in Change Plan:

1.  Log into https://remedy.unc.edu and click in the Change Plan link on Home Page.

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2.  The change Plan application opens by default ready to create a Planned Change. Select a Change Type of Unplanned Change.

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3.  Selecting an Unplanned Change will navigate you to the Change Notices page to allow for a quick response to be sent out from the change plan.

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4.  Fill out the highlighted fields and select the Routine checkbox if the change is Routine

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5.  Select the Initial notification type and modify the auto populated text as necessary, then click on the Send Change Notice button to send the notification.

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6.  You will then be forwarded to the following screen where you will be asked to fill out all the required details of the change plan before saving. Please follow steps 3 & 4 of the “Creating a Planned Change in Change Plan” instructions.

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