Woodbury Change Management

To ensure that both Redlands and Woodbury IT are properly informed of pending work, and to ensure that risks to the production environment are minimized, we will be implementing a change management process for Woodbury, similar to what is in use at the Redlands campus. It is important to understand that work is not authorized to be conducted until the change request has been approved. Any emergency work may be completed without a change process, but an emergency change request must be completed after the incident has concluded.

The definition of a change for this purpose is any modification to a production system, application, process, or policy that impacts the availabilty or functionality of the production environment.

There are three types of changes in use at for University of Redlands. Those change types are:

Minor Change: Minor changes are medium to low impact and medium to low risk changes to execute. These are non-trivial changes that undergo every stage of change lifecycle including CAB approval. The majority of changes will be Minor.

Major Change: Major change is a high impact and high risk change to production systems. This requires CAB approval as well as management approval. This has significant impact on ongoing business operations and may have financial implications.

Emergency Change: Emergency changes are unexpected interruptions that need to be fixed as quick as possible. This does not follow the conventional workflow whereas retrospective RFC is created post implementation. Emergency CAB (ECAB) is responsible to manage approvals. Review is completed later to avoid potential infrastructure risks in future and detailed documentation is done post implementation.

To initiate a change request, go to FreshService: https://servicedesk.redlands.edu

Click on the Blue Plus icon, and select Change
In the new change form, completely fill out the required fields and the Planning section. Be as detailed as possible. (see example)
Click submit.
In the change screen that comes up, click on Approvals and Request Approval. IMPORTANT - Change request submission is not completed. You must request approval.
Select CAB Approval and select the appropriate CAB.
1. WU - IT General CAB - any non-infrastructure related changes
2. WU - IT Infrastructure CAB - for infrastructure related changes
Click Save.

This will trigger approval requests to the members of the CABs.

CAB Memberships:

WU - IT General CAB
- Wes Head
- Chris Kincaid
- Farnoosh Forouzandeh
WU - IT Infrastructure CAB
- Chris Kincaid
- Farnoosh Forouzandeh

Once approved, the requestor will receive an email informing them that the request was approved/rejected. A change notification message will be posted to the Change Notification channel on the Woodbury Information Technology Team. Once approved, the requested change can be completed. Once work has been completed, the requestor will return to the change portal, and mark the change request closed.

Change Example: