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Software Change Request Process Document

Department of Information Technology

Software Change Request Process Document
Version 0.01 The purpose of this document is to describe Software change request process workflow which will be required by the ‘Change Initiators’ in support of the ‘Request for Software Changes’. This document is designed to ensure that all ‘Software Change Initiators’ have the same level of awareness and knowledge regarding the process flow that is followed and required to be adhered within the Al Shirawi Group. Jaspreet Sahmey Mr.M.N.Chaturvedi ( IT Director ) 14th March 2013 Version 0.01

Abstract:

Author: Approved by : Effective Date: Issue:

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Sign off with a conformation on the software change request once implemented successfully. Roles and Responsibilities This section identifies additional participants and/or responsibilities involved in the software change request process.Software Change Request Process Document Department of Information Technology Purpose The purpose of this document is to define the process of planning. while minimizing negative impact and maximizing the productivity to the existing business. and executing software change requests successfully. scheduling. • • • • Change Initiator • ©Oasis Investments LLC All Rights Reserved Printed copies of this document are for reference only Oasis Investments Private . Role Description • • A person submitting the Software Change Request is the Change Initiator and is therefore responsible for managing the change in the Initiate Phase:Providing high-quality information in the change Responsibilities Business Justification All supporting information and a reference ticket raised with helpdesk Initial risk assessment Engaging all affected parties prior to the change being raised Ensuring approvals are achieved in a timely manner The reference ticket raised with helpdesk should be closed once change is implemented. The main focus is to establish a clear understanding with the procedures that promote the successful introduction of a software change. communicating. Refer to the process documentation for detail process flows and information. This procedure is supplemental to the ‘Software Change Request Process’ that is required to be adhered within the respective organization.

Software Change Request Process Document Department of Information Technology Role Description Responsibilities The IT Security Officer must consider : • Is there a valid case for change? • Are the proposed Impact. will this damage the Business or the Network? • Cost review and approval • • Change Implementation PVT tester(s) / Post Verification Testing UAT sign-off Test Plans for both Implementation and Back-Out Cost Estimation / Analysis Unit’s IT Security Officer Reviews and approves the Software Change Request Unit’s HOD Reviews and approves the Software Change Request IT Implements the proposed software change after approval • • • ©Oasis Investments LLC All Rights Reserved Printed copies of this document are for reference only Oasis Investments Private . Risk and Schedule acceptable? • Do we have the capacity? • Security review and approval The Unit’s HOD must consider : • If the Change proceeds. will it satisfy the stated need? • Is the proposed schedule correct? • If the Change doesn’t proceed.

©Oasis Investments LLC All Rights Reserved Printed copies of this document are for reference only Oasis Investments Private . Final Acceptance Sign Off.Software Change Request Process Document Department of Information Technology Role Description • Responsibilities Change Controller plays an additional key role in the software change requests to ensure that the correct approvals and information have been included and attained for each software change request.Department on Information Technology is required to be referred for the details on Section A/B/C/D discussed in the process steps mentioned below) Step 1: The change initiator initiates the ‘Software Change Request’ with the valid business justification that is required to be filled in SECTION A: Description of Change/Cost and Justifications (where Cost is optional) and submit the details to the unit’s HOD for approval. Maintains a copy of the software change requests after it is approved from the Unit’s IT Security Officer. Ensure compliance with the process for the software change requests. Assign a unique ID to the software change requests after approval from HOD and IT Security Officer. Change Controller Software Change Requests Reviews and maintains the • • • Internal Audit Maintains the Software Change Requests • Step by step procedure for Software Change Request: (Note: ‘Software Change Request Form’ .

PVT (Post Verification Testing) is done by IT and the same notification is sent to the Change Initiator and Units IT Security Officer. (Note: The same copy of ‘Software Change Request’ is sent to the ‘Internal Audit’ as a notification on the software change that is going to be implemented after approvals). (The change comes back to the initiator if rejected with a reason of rejection) Step 3: The Software Change Request is sent to IT for development once the ‘Cost’ is approved by the Unit’s HOD and Units IT Security Officer with a unique ID number that is assigned by the ‘Change Controller’. (In any discrepancies with UAT. Step 4: After the successful implementation of the software change request in development. (SECTION C: Test Process and results confirmation) Step 5: Once PVT is confirmed correct then UAT (User Acceptance Testing) is performed and the Software Change Request module is moved to PRODUCTION after user signoff and the Change Ticket is marked CLOSED. ©Oasis Investments LLC All Rights Reserved Printed copies of this document are for reference only Oasis Investments Private .Software Change Request Process Document Department of Information Technology Step 2: The Software Change Request is sent to IT to prepare the resolution details and cost estimation in SECTION B: Resolution Details once approved from HOD (In Step 1) and is forwarded back to unit’s HOD and Unit’s IT Security Officer for approval. the request is sent back to the IT with the comments for any amendments) – (SECTION D: Final Result and Acceptance) Note: The helpdesk ticket is as well required to be closed immediately once the ‘Software Change’ is implemented successfully as per request.

©Oasis Investments LLC All Rights Reserved Printed copies of this document are for reference only Change CLOSED Oasis Investments Private .Software Change Request Process Document Department of Information Technology Process Workflow Software Change Request Initiated Once approved by HOD and Security Officer / Request sent back to IT for implementation in development One copy of the change request is sent to ‘Internal Audit’ at this phase Unit HOD’s Approval Approved and sent to IT Sent for cost approval to HOD (Including H/W and S/W: if any) Unit IT Security Officer’s Approval Sent for security review due to change to Unit IT Security Officer Unique ID # is assigned by Change Controller at this phase User is as well notified about PVT at this phase Resolution Details and Cost Estimation by IT Full Documentation and Change Implemented in Development by IT PVT (Post Verification Testing) PVT Once Confirmed Correct UAT (User Acceptance Testing) / Sign Off with ‘Internal Audit’ DBA moves to PRODUCTION after checking ACCEPTANCE and DOCUMENTATION in this phase All change related documentation is enclosed in a file and a change is closed.

Saptharishi Rajagopalan Mr. Uday Chate Mr. Robinson Panicker Mr.Software Change Request Process Document Department of Information Technology IT Security Officers in Al Shirawi Group: S. 1 2 3 4 5 6 7 8 9 Unit Name Head Office ASECO EPP / Lunad ASE / D&H GSL ESG Companies MPI / OWT AST / OMM Oasis Enterprises IT Security Officer Mr. Abizar Z Motiwala Mr.No. Mahesh H Shah Mr. Manish Kumar Bodiwala Mr. Asif Saifuddin Master Mr. Raymond Pineda Roy Not yet disclosed ©Oasis Investments LLC All Rights Reserved Printed copies of this document are for reference only Oasis Investments Private .