Change Management Initiative

Definitions

• What is a change?– A change is the addition,

modification or removal of anything that could have an effect on a system or IT Service.

• What is change management?– Change management

maximizes the business benefits of making changes while minimizing the risk making changes.

Self-Checklist

• How do I know if my work is considered a change?– Are you altering the functionality of a system?– Does the work require service downtime?– Are you modifying underlying code that could have an

effect on this or other IT services? – Does the work require a higher level of approval or

oversight?– How critical is the system/service to Tufts business

functions?

Self-Checklist

• Unsure? – Consult with your manager or the Change

Manager (Ellen Fitzpatrick).• If your work does not constitute a change, track it

using TechConnect.

Change Advisory Board (CAB)

• Represents the functional TTS directorates• Members possess a high level awareness of the

changes coming out of their respective directorates as well as impacts to other directorates

CAB Roles and Responsibilities

• Provides oversight for the management of changes to keep risk to the infrastructure low

• Ensures that changes are reviewed for accuracy and consistency as well as overall conflicts to the forward schedule of changes

• Enforces change management policies and procedures• Encourages the adoption of best practices

Change Types

• Minor – minimal coordination, low risk• Significant – medium to high level of risk and

complexity• Major – high risk, cost, and/or complexity

Normal

• Necessitate immediate action to restore a service, protect electronic records/data, product, or IT hardware

• Are required to address an immediate security threat

• Ideally intended to be permanent

Emergency

• Repetitive low-risk modifications that are pre-approved

• After CAB approval, a Request for Change (RFC) template will be created in TechConnect for ease of entry

Standard

Change Lifecycle• Initiator creates the request for change (RFC)• Enters necessary information as it is availableDraft

• All required information (risk assessment, back out plan, dates, etc.) entered & confirmed• Functional Manager or Director specified for approval purposesOpen

• Initiator requests approval, approver reviews RFC details & approves or requests more info• CAB review is initiated for Significant and Major changesApproval

• Once approvals are obtained, Initiator/Implementer works on change as plannedImplement

• Once work is complete, Initiator/Implementer enters final RFC detailsCompleted

• Post Implementation Review (PIR) is completed by Change Advisory Board (CAB) if necessary• Change Manager / Coordinator review final details and close RFCClosed

Risk-Based Change Types

• Part of routine, recurring maintenance and/or support

• Implementation procedures are well understood and documented.

• Does not alter baseline business functionality of primary or related service(s)

Standard Normal Changes

Minor Major

R I S KLOW RISK HIGH RISK

Approver: CAB (initial approval) / Functional Manager

Functional Manager

ChangeAdvisory Board (CAB)

Change Impact

Downtime Requirement

Change, Test & Back out Plans

Service Criticality

Significant

CIO