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Loyola University Chicago

Information Technology Services

Change Management Policy

Scope

This policy policy applies to all technology changes which may be deployed or applied to production environment of the Loyola University Chicago technology network, server, storage, database or solutions architecture.

All ITS staff members, consultants or agents of Loyola University Chicago and any parties who are contractually bound through ITS to build or supports its technology architecture are required to abide by this policy.

Out of scope items include operational or systems administrative duties as defined by the ITS service owner. Significant changes to development or QA environments are encouraged to be in scope but not required.

Purpose

The purpose of this policy is to:

Procedure

The following outlines the process for submitting, reviewing, approving, deferring and closing technology change items.

Submittal of a Change Request

Change requests are to be submitted via the ITS Change Management Application by the owner of the change.  The change should not be completed until reviewed and approved according to procedures defined within this policy.  All sections of the change request should be completed in a thorough manner.  The documentation must identify the scope of the change, areas affected, back-out process, testing completed, communication plan and planned date of deployment.  This to be done at a level to ensure the scope as described can be accomplished and to provide assurance that the change will have the desired result.  Once a change request is submitted it will be known as a change item and is assigned a change number.

Any change item affecting the high security environment should be noted as such with any additional fields/requirements completed appropriately.

Review of New Change Items

New change items are reviewed during the change meeting. The leader of the change meeting is to review each pending change item with the group to ensure all attending understand the change and its dependencies.  Items that are understood and agreed to by all are motioned for approval.  Any incomplete requests will be held or deferred as decided on during the change meeting.

Approval & Deferral of Change Items

Authorization of a change item occurs after the change is reviewed and depends on the priority of the item as described in the table below.

TypeAuthorization*Change Timing/Discussion
Non-Emergency As defined by the ITS team requesting/owning the change (i.e. Group Leader, Project Manager, Manager, etc.) Change occurs after consensus approval from the change meeting
Urgent Received from an ITS Director (verbal or in writing) prior to the change being made Change occurs prior to the change meeting discussion
Emergency None, ITS Director is communicated with after (or as) the change is being made Change occurs prior to the change meeting discussion

*Changes affecting the high security environment require an ITS Director and Information Security approval regardless of the type of change indicated.

Items that are not approved according to the table above should not be implemented until the review and approval process is followed.  Unapproved change items should only remain so for a short period of time (1 or 2 change meetings only).  Items that cannot be approved and/or will not be deployed in a reasonable timeframe should be moved to deferred status and reactivated when the change is ready for deployment.

Closing a Change Request

Change items that are previously approved and subsequently deployed are reviewed for closure during the change meeting. The owner of the change (or an informed representative) should be available at the change meeting to discuss the implementation.  The review should note the status of the change item execution and any service or infrastructure impacts.  If the change has performed as desired it may be closed.  In the event a change does not perform as expected or causes issues to one or more areas of the production environment, the attendees of the change meeting will determine if the change should be removed and the production environment returned to its prior stable state.  Appropriate action should be noted within the change application and successfully acted upon prior to marking the item closed.

Change Meeting Attendance

To ensure successful review, approval, implementation and closure of change items, each core ITS service area should be represented during the change meeting. Attendance is required by areas that have newly submitted or approved change items so that these items can be properly discussed and acted upon.

Change Management Update Access

Each Director of ITS and their Managers will be allowed update access to the Administrative List portion of the Change Management Application.  Each Manager will also be allowed one backup person in case of absence. This update access allows the ability to approve, change, defer, and close change items.  A small developer/support group will also have this access.

Definitions

Change Management - the process of requesting, developing, approving, and implementing a planned or unplanned change within the ITS infrastructure.

Change Item (or Change Request) - a documented request to modify the ITS infrastructure.  This to be completed via the ITS Change Management Application.

ITS Infrastructure - the network, server, storage, database and solution (application) technologies managed by the Information Technology Services department.

Non-Emergency Change - a change of regular priority where review of the change request is made during the change meeting and the approval is received prior to the change being made.

Urgent Change - a change of escalated priority where review and approval of the change is received from an ITS Director prior to the change being made and is subsequently reviewed, communicated and closed during the next scheduled change meeting.

Emergency Change - a change of immediate priority where ITS personnel is required to execute a change without any review or approval.  This is normally in a service outage, system down or in an urgent outage prevention situation.  The subsequent change is to be reviewed, communicated and closed during the next scheduled change meeting.

Compliance with Legal and Regulatory Requirements

The University has federal laws and regulations that it must follow, these include the Family Educational Rights and Privacy Act of 1974 (FERPA), the Health Insurance Portability and Accountability Act (HIPAA), the Gramm-Leach-Bliley Act (GLBA) and the Payment Card Industry (PCI) Data Security Standard (DSS).   The process of change management should support these and other applicable University policies found on the Information Technology Services policies website.

Policy Adherence

Failure to follow this policy can result in disciplinary action as provided in the Staff Handbook, Student Worker Employment Guide, and Faculty Handbook. Disciplinary action for not following this policy may include termination, as provided in the applicable handbook or employment guide.

Related Documents

Process documents relating to the meeting execution include:

Change Management Process Overview

Change Management Process

Change Management Meeting Chair Duties

Change Management Meeting Host

Change Management Meeting Participant

References

This policy is a production of individual thought and a collaboration of multiple public works including portions of policies and guidelines from: Duke University, Louisiana Community and Technical College System, ISO 27001 Security website, State of Illinois Department of Central Management Services and the Town of Jupiter, Florida website.

Questions about this policy

If you have questions about this policy, please contact the Information Technology Services Project Management Office at PMO@luc.edu.

History and Updates

October 1, 2012: Initial Policy Created
March 15, 2013: Added update access section
Approved: March 13, 2013
Author: ITS Director, EA & PMO
Version: 1.1
 
 
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Loyola

Information Technology Services
1032 W. Sheridan Ave. · Chicago, IL 60660 · 773.508-4ITS

InfoServices@luc.edu

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