Change Management Process June 1, 2011 Version 2.7 Last Revised: 6/1/2011 Page 2 of 24 Contents Document Control 3 Overview . 4 Definition of a “Change” 5 Description 5 Objectives . 5 Key Terms Updated change workflow graphic Pablo Sevilla 2.2 2011, April 6 Removed Dynamic Change category; added process for window extensions; other minor revisions Eva Basner-Katz 2.3 2011, April 7 Added NUIT wiki URL and other formatting changes Pablo Sevilla 2.4 2011, May 4 Changed Change Advisory Board to Change Approval Board (CAB) to better reflect purpose of CAB; minor editorial modifications and clarifications Eva Basner-Katz 2.5 2011, May 4 Updated Change Management Flow graphic and formatting Pablo Sevilla 2.6 2011, May 12 Updated section 2.0 to remove Technical Review line and to incorporate description in first paragraph of that section Replaced Eva for Michael as “Other Document Owner” Removed mention to University on composition of CAB Removed “Platform” from glossary, and made clarification to cutoff time Pablo Sevilla 2.7 2011, May 17 Adding minor changes from Governance Team review Eva Basner-Katz Last Revised: 6/1/2011 Page 4 of 24 Document Change-Approvers Title Name E-mail Document Owner Aaron Mansfield aaronnorthwestern.edu Other Document Owner Eva Basner-Katz ekbknorthwestern.edu Document Approvals The document owner is responsible for the accuracy and integrity of this document. Document changes are made through the change management process. To initiate a change to this document, e-mail the document owner. Proposed changes will be reviewed by the document change-approvers listed above. After approval from those listed above, the updated document will be presented to the Change Approval Board for final approval. Document Review Plans This document is reviewed and updated as defined below: As required to correct or enhance information content Following an annual review How to Find the Latest Version of this Document The latest and official version of this document may be obtained on the NUIT wiki at http:/wiki.it.northwestern.edu/wiki/images/1/1b/Change_Management_Process.pdf Printed copies are for reference only and are not controlled. It is the responsibility of users of this document to ensure that they are using the most recent version. Overview Northwestern University Information Technology (NUIT) has decided to implement a change management process that will allow its users to request, manage, approve, and control changes that modify services as defined in the NUIT Service Catalog. This document is intended to provide a high-level overview of the change management process, and is to be used as reference for all NUIT staff to clearly understand the procedures put in place to manage qualified changes through the Universitys centralized information technology environment. Last Revised: 6/1/2011 Page 5 of 24 Definition of a “Change” For the purposes of this document, a Change is defined as the addition, modification, or removal of a configuration item (CI), service, or service component, and/or its associated elements. Description The purpose of the Change Management implementation at Northwestern University is to ensure that standardized methods and procedures are used for efficient and prompt handling of all changes associated with the Universitys IT infrastructure and services, in order to minimize the number and impact of any related incidents. Changes in the IT infrastructure may arise reactively in response to problems, or proactively from seeking improved efficiency and effectiveness, as well as to enable or reflect business initiatives, programs, projects, or service improvements. Change Management can ensure standardized methods, processes, and procedures facilitate efficient and prompt handling of all changes, and maintain the proper balance between the need for change and the potential detrimental impact of changes, thus contributing to maintain service level objectives. This document defines the process for implementation of changes that affect services provided by NUIT. Each step in the process is important unto itself as well as being a necessary part of the entire process. It provides a vehicle for communications, evaluation, approval, implementation, and measuring effectiveness of all changes. The Change Management Process begins with the identification, recording, and classification of the change, and continues with its approval, test, and staging for implementation. Once the completed implementation has been measured and reported, the Change Process is complete. Objectives The objectives of this project are as follows: Provide a structured process for planning, scheduling and implementing changes o Measured by number of changes Performed within the scope of the approval process Implemented within their designated windows Implemented successfully Minimize downtime o Measured by downtime resulting from unapproved, unscheduled or unsuccessful changes Last Revise