Professional Documents
Culture Documents
KU IT Change Request Types PDF
KU IT Change Request Types PDF
Added by Simons, Thelma, last edited by Umscheid, Sherry on Jan 24, 2013
Different types of change requests have been defined, based mainly on the impact the change will have. Will the change cause no outage,
will it disrupt a service for a few minutes during a low use time, or will it cause a critical service to be unavailable for several hours? The
answer to that question helps to determine what type of change is needed. The different types of changes, how they are determined, what
approvals are needed and how they should be communicated are detailed below.
Change Types
Local Changes
Scheduled Recurring Changes
Scheduled Changes
Extended Scheduled Changes
Urgent Change Requests
Emergency Changes
Local Changes
Examples:
If a Local change results in a service or system outages, that change will be reviewed by the appropriate unit manager(s), Service Manager
and Change Manager to determine if similar changes need to be be filed as a different type in the future.
Are regularly (daily, weekly, monthly) scheduled events due to system/service maintenance, backup, or other external event
Have initial approval from the Change Review Board (CRB)
Submit a change request to the CRB that identifies the repetitive function and reason for the exemption request;
Identify the time period in which the change will regularly occur;
List back out or recovery steps that will be followed to prevent loss of service, and;
Identify any existing redundancy within the system or services affected.
Routine maintenance changes should be the exception and not the rule and any exceptions to the preapproved change request need to be
logged and communicated to the CRB. In other words, if a backup is not going to occur then it must be logged and communicated to the
CRB.
Examples:
Backups
Batch imports that occur on a scheduled basis
Daily, weekly or monthly therapeutic server reboots
Updates to router tables
Scheduled Changes
Scheduled changes are changes to production systems or services that
Fall within a predefined maintenance window (determined based on particular systems or services)
Will result in any interruption of service; or
Requires prior notification or communications to appropriate constituencies;
Examples:
Software/database upgrades
Applying non-critical system patches
New service implementations
Applying bundles and/or fixes to PS or other service
Implement PS module
New channels within the portal
Some system configuration changes
Building router/switch upgrades
Be presented as part of the normal change management process with a request for an extended timeframe/implementation;
Be submitted to the CRB;
Action is required before the normal CRB process would allow, and
Staff need to respond in a timely manner to resolve the problem because the lack of change will result in: degradation of services,
poor data integrity, or a security issue.
An Urgent request:
Must be approved by the unit manager, Service Owner, Service Manager and the Change Manager;
Should fall within a normal maintenance window if possible;
Communications with appropriate staff or forums indicating that the problem is being addressed;
Communications with appropriate staff or forums concerning problem resolution and restoration of service; and
Communication status updates to the appropriate staff or forums if the outage is taking longer than expected.
When submitting Urgent Changes in Service Now an email will be sent to the Change Manager. If you want to talk with the Change
Manager, check the
Change Managers page to see who is currently serving in that role.
If during the Urgent Change Request the system fails to recover normally or requires additional changes to restore the service, contact the
NOC. NOC staff will notify the Service Owner, Service Manager, and others.
Examples:
Emergency Changes
Emergency Changes are changes that
Emergency Changes:
Emergency change requests are the exception and not the rule.
Examples: