ITS Change Management Guidelines

Purpose

The purpose of the ITS Change Management Guidelines is to document the methodology to be used for ITS change management at Saginaw Valley State University (SVSU).  This document is not meant to be a change management training document.

This is an internal ITS document and is not intended to be incorporated into the SVSU Operations Manual.

Configuration Management Database (CMDB)

The Configuration Management Database (CMDB) is the repository that holds the data about the IT assets.  The CMDB includes descriptive and pictorial (https://solutions.teamdynamix.com/TDClient/1965/Portal/KB/ArticleDet?ID=62476) relationships between the CI's.

Change Request (CR)

A Change Request is a record that tracks the addition, removal, or modification of anything that could affect IT Assets under the jurisdiction of Change Management.

Configuration Items (CI's) / Assets

Server

Networking

EA Business Applications

Web Technologies Applications

Hosted Business Applications

Change Request Process

Analyze the security impact of changes

SVSU is using NIST 800-171 Protecting Controlled Unclassified Information in Nonfederal Information Systems and Organizations as one of our Security and Risk Management assessments.  This requirement, NIST 3.4.4 Analyze the security impact of changes prior to implementation, is considered part of the Change Management Guidelines.  Security impact will be documented in the Change Request.

Change Request Workflow

  • Create a Change Request
  • Identify Affected CI's (Assets)
  • Link Incidents / Tickets to CR
  • Assess
  • Schedule
  • Gain Approval (assign the "Change Request Notifications" workflow)
  • Implement CR

Change Request Workflow and Status

Workflow Status
Create a Change Request CR - New
Identifiy Affected CI's (Assets) CR - New
Link Ticket to CR or Convert Ticket to CR (see below) CR - New
Assess CR - New
Schedule CR - New
Request Approval CR - Approval Requested
Approved CR - Approved
Implement CR CR - Complete

Run "Change Request Needed" Report in the Change Request Reports folder (IT Tickets). 

Open the CR's, schedule the associated Servers (Assets) for the next CR (i.e. restart this workflow). 

Depending on the number of assets and CR's that are not at capacity, you may be able to copy the CR instead of starting a new CR from scratch.

CR - Closed

Converting a Ticket to a Change Request (CR)

Open the ticket.

Actions > Edit Classification > New Classification > Change.

Edit > Form > search on Change (pick the appropriate form).  Fill in the CR details.

Follow the Change Request Workflow above.

 

 

 

 

 

Details

Article ID: 98449
Created
Fri 2/14/20 2:37 PM
Modified
Wed 4/28/21 1:56 PM