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ABBLtd;2021

ABBISService&SupplyIntegration

ChangeManagement

ProcessOperationsManual

Contents

TOC\o"1-2"\h\z\u

1. Introduction

6

1.1 Purposeofthedocument

6

1.2 Audience

6

2. ChangeManagementprocess

6

2.1 Definition

6

2.2 Scope

6

2.3 ProcessInputsandOutputs

7

2.4 RelatedProcesses

7

2.5 ProcessObjectives

7

2.6 RolesandResponsibilities

8

2.7 PrinciplesandPolicies

12

2.8 ChangeTypes

12

2.9 EnvironmentScope

16

2.10 ChangeCreation

16

2.11 Approvals

17

2.12 ChangeEvaluationandAssessment

18

2.13 ChangePlanning

20

2.14 LeadTime

24

2.15 ChangeDevelopment

24

2.16 ChangeTesting

24

2.17 ChangePriority

25

2.18 ChangeOutages

25

2.19 ChangeFreeze

26

2.20 ChangeAdvisoryBoard(CAB)

26

2.21 EmergencyChangeProcedure

32

2.22 PostImplementationReview

34

2.23 ChangeClosure

34

2.24 Notifications

35

2.25 ChangeManagementProcessFlows&Workflows

36

2.26 ADONISLevel4ProcessFlow

36

2.27 SNOWWorkflowsperchangetype

37

3. Reporting(KPIs+SLAs)

49

4. TowerSpecifics

50

4.1 EUC

50

4.2 EUS

50

4.3 CoreSoftwarePlatform(CSP)

50

4.4 Network

50

5. Stakeholders

50

6. Templates

50

6.1 RFCTemplate

50

6.2 FunctionalSpecification

50

6.3 ChangeTestResults

51

6.4 Implementationplan

51

6.5 BackupPlan

51

6.6 PointofNoreturndetails

51

6.7 CommunicationPlan

51

6.8 Backoutplan

51

6.9 CABReadinessChecklist

51

6.10 CABAgenda&Minutes

51

6.11 DeploymentVerificationPlan

51

6.12 PostImplementationReview

51

6.13 WeeklyCABmeetings

51

7. Vocabulary

52

8. ExternalReferences

53

8.1 ProcessPolicyDocument–ChangeManagement

53

8.2 ChangeManagementworkflowsinSNOW

53

8.3 ChangeManagement–Stakeholderslist

53

Introduction

Purposeofthedocument

ThepurposeofthisdocumentistoexplainChangeManagementprocessdefinedandimplementedwithinABBISRUN.Itdescribesdefinitions,scope,policies,activities,roles&responsibilitiesandmanyotherpracticalitiesthatwillhelpunderstandandrunChangeManagementprocessfromoperationalperspective.ThisdocumentoutlinestheoperatingguidelinesfordailyactivitiesandprocessesusedbyallChangeManagementstakeholders.

Audience

ThisdocumentisintendedtobeusedbyABBISRUNpersonnelandServiceSuppliers.SpecificallyServiceSupplierswillberesponsibletoaligntheirinternalworkingpracticestothisdocumentinregardstohandlingChanges.

ChangeManagementprocess

Definition

AChangeisdefinedastheaddition,modificationorremovalofanauthorized,plannedorsupportedserviceorConfigurationItem(CI).Changesmayoccurduetointroductionofanewservice,modificationtoanexistingserviceorterminationofanexistingserviceinanITInfrastructureorforfixingaprobleminanexistingsystem.

ChangeManagementhelpsorganizationsunderstandandworktominimizerisksofchangestotheITenvironment.Itisessentiallyaprocessformanagingthepeople-sideofchange.

Scope

ChangeManagementprocesscanbeusedtotrackandmanageallITinfrastructurechanges.Asoftwareapplicationchangemayincludeenhancements/modificationstoexistingapplicationstoaddressidentifiedproblems,addressbusinessneedsoranyotherrequirement.Similarlyahardwarechangemayincludechangestocomputingdevices,networkcomponents,storagedevicesandotherhardwareConfigurationItems(CI)toreplacemalfunctioninghardware,increasehardwarecapacityorotherrequirements.Inotherwords,changestoallConfigurationItemswillbegovernedbythisprocess.

ProcessInputsandOutputs

UpdatedCMDB

PIRReports

ApprovedandImplemented

ChangeDocumentation

OtherProcesses

PIRReports

BusinessRequirements

ChangePolicies

CIDatafromCMDB

ChangeManagementprocess

RelatedProcesses

Process

InputtoChangeManagement

OutputfromChangeManagement

IncidentManagement

TriggerforChange

Reportonincidentsarisingoutofthefailedchanges

Approvals,RiskAssessmentandcontrolofchangerequiredtobeimplementedforincidentresolution.

ProblemManagement

TriggerforChange

Reportonproblemsarisingoutofthefailedchanges

Approvals,RiskAssessmentandcontrolofchangerequiredtobeimplementedforproblemresolution.

ServiceAssetand

ConfigurationManagement

CIVerification

InformationonchangestoCIsforupdatesofCMDB

KnowledgeManagement

Inputforprocessimprovement

ChangeReports

ServiceCatalogueManagement

ServiceRequests

UpdatestoServiceCatalogue

Table

SEQTable\*ARABIC

1

RelatedProcesses

ProcessObjectives

ThegoalofChangeManagementprocessistomaintaintheintegrityofthecontrolledISenvironment.ChangeManagementisthe“gateway〞throughwhicheverychangemustpassonitswaytothecontrolledenvironment.ChangeManagementprocessprimarilyaimsatensuringtheimplementationofchangeswithminimumrisktothebusiness.

TheobjectivesofChangeManagementprocessare:

Ensureefficientandprompthandlingofchanges

Provideaccurateandregularinformationaboutallplannedchanges

Ensureconsistentproceduresforchangeimplementationtominimizetheriskoffailure

MinimizeIncidentsresultingfromtheintroductionofChanges

Ensureriskandimpactanalysistoassessriskofchangesandminimizeriskofimplementation

Monitorandtrackthelifecycleofallchanges

Ensurepropercategorizationofchangesandthatproperproceduresarefollowedforeachtypeofchange

Reducebureaucracywithoutcompromisingoncontrolsforimplementationofchanges

RolesandResponsibilities

ThissectiondescribesrolesandresponsibilitieswithinChangeManagementprocess.

ChangeRequester(ABB,ServiceProvider)

ThisroleispartofcurrentADONISprocess.TheChangeRequesteristhepersonwhocreatesthechangerequestandsubmitsitforfurtherprocessing.

Majorresponsibilitiesinclude:

CreatingandsubmittingaChangeRequestwithaccurateanddetailedlevelofinformation

Obtainingadditionalinformation,asneeded,forsubmittedChangeRequests

WorkingwiththeOTLChangeCoordinatortoresolveanydatainconsistencieswiththerequest

Identifyingpartiestobenotifiedanddefiningnotificationcriteria

TestingandverifyingChangewasimplementedaccordingtorequest

ProcessRole

OrganizationalRole

ServiceNowField

ChangeRequester(ABB,ServiceProvider)

ServiceProviders\ABBISRUN

Requestedby

OTLChangeCoordinator(ABB)

ThisroleispartofcurrentADONISprocess.TheOTLChangeCoordinatorisresponsibleforseeingthatChangeManagerandotherspecialistsbringtheChangetoaclose.

Majorresponsibilitiesinclude:

MonitoringthelifecycleofanassignedChange

VerifyingthesupportingdocumentationaccompanyingtheChangeRecordiscomplete

AssistingChangeRequesterwithchangecreation

PerformingChangeAssessment(basedonquestionsandanswers)

ConfirmingChangePlanningdonebyBTLChangeManager

AssistingChangeRequesterwithtestimplementationwhenrequired

ChairingCAB/ECABmeetings

ConductingPostImplementationReviewtoverifyimplementationwhenrequired

ManagingescalationsrelatingtoaChange

Makingsureallrequiredstakeholdersarenotifiedaboutthechange

ProcessRole

OrganizationalRole

ServiceNowField

OTLChangeCoordinator(ABB)

ISTowerServiceCoordinator

ChangeTaskAssignmentGroup/

ChangeTaskAssignedTo

BTLChangeManager(ServiceProvider)

ThisroleispartofcurrentADONISprocess.BTLChangeManagerisresponsibleforcarryingoutvariousactivitiesinordertoimplementthechange.

Majorresponsibilitiesinclude:

PlanningandcoordinatingtechnicalexecutionoftheChange

Implementing/developingfullyauthorizedChange

Attemptingtoresolveanyissueswiththeimplementation/development

CreatingFunctionalandTechnicalSpecifications

Performingunit&integrationtestingafterChangeimplementation/development

ConductingPostImplementationReviewtoverifyimplementationwhenrequired

Updatingmanualsandoperatinginstructionswhenapplicable

DocumentingChangeimplementation/developmentresults(PostRolloutDocumentation)

VerifyingproperauthorizationshavebeenobtainedanddocumentedintheChangeRecordpriortoschedulingthechange

Coordinatingtheimplementation/developmentoftheChange

BackingoutanunsuccessfulChange,ifrequired

VerifyingtheupdateoftheCMDBtoreflecttheimplementedChange

ProcessRole

OrganizationalRole

ServiceNowField

BTLChangeManager(ServiceProvider)

ServiceProvider

ChangeAssignmentGroup/

ChangeAssignee

OTLChangeSME(ABB)

ThisroleispartofcurrentADONISprocess.OTLChangeSMEistheoneresponsibletotechnicallyreviewandassessthechangebeforeitgoestoproductionenvironment.

Majorresponsibilitiesinclude:

ReviewingfunctionalspecificationscreatedbyBTLChangeManager

Reviewingchangebeforechangedeploymentfromtechnicalpointofview

Updatingtransportnumbers,ifrequired

SettingPostRolloutDocumentationrequirement,ifnecessary

Makingsurerequireddocumentationisinplace

ProcessRole

OrganizationalRole

ServiceNowField

OTLChangeSME(ABB)

SubjectMatterExpert

ChangeTaskAssignmentGroup/

ChangeTaskAssignedTo

BTLDeploymentManager(ServiceProvider)

ThisroleispartofcurrentADONISprocess.BTLDeploymentManagerperformstheday-to-daymanagementofthedeploymentactivities.

Majorresponsibilitiesinclude:

Definingimplementationapproachfordeploymentactivities

Confirmingthatdeploymentsarecarriedoutonschedule

ImplementingauthorizedChangestotheproductionenvironment

Carryingoutthedeploymentplantoitscompletion

Attemptingtoresolveanyissuesarisingduringthedeployment

ExecutingtheChangeremediationprocedures,incaseofafailureduringoneoftheimplementationprocedures

Updatingmanualsandoperatinginstructionswhenapplicable

RaisingupdatestoCMDBforCIstatuschanges

VerifyingtheConfigurationInformationisupdatedasappropriate

ProcessRole

OrganizationalRole

ServiceNowField

BTLDeploymentManager(ServiceProvider)

ServiceProvider

ChangeTaskAssignmentGroup/ChangeTaskAssignee

CIOwner

ThisroleispartofcurrentADONISprocess.ServiceOwnerisresponsibleforindividualBusinessService.

Majorresponsibilitiesinclude:

BeingtheownerofBusinessServiceinSNOW

EvaluatingandapprovingchangesduringPre-Approval,FunctionalApprovalandforSOXrelatedchanges

ProcessRole

OrganizationalRole

ServiceNowField

CIOwner

System/ApplicationOwner

ServiceOwnerbasedonBusinessService

SD&AApprover

ThisroleisnotpartofcurrentADONISprocess.IncasewherechangesareprocessedwhichimpactABBISRUNcustomers,theSD&Afunctionshallbeinvolvedintheapprovalprocessbeforethechangeisdeployedintoproduction.Thisapproachensuresconsistentdecisionmakingprocessesandallowsforapro-activecommunicationtowardstheABBISRUNcustomers.

Majorresponsibilitiesinclude:

Evaluatingandapprovingchanges(emergency,major&minorwithCritical/Highrisk)beforechangedeployment

ManagesClientRelationshipandBusinessinterface

ActsasaSinglePointofContactforcommunicationtoandfromBusinessstakeholders

ProcessRole

OrganizationalRole

ServiceNowField

SD&AApprover

SD&AManagers

ApproverGroupmember

TechnicalServiceOwner(ABB)

ThisroleisnotpartofcurrentADONISprocess.TechnicalServiceOwnerholdstheresponsibilityformanagingtheTowerControl.

Majorresponsibilitiesinclude:

BeingaccountableforTowerControlchanges

ApprovingChangesduringCAB\ECABmeeting

ProcessRole

OrganizationalRole

ServiceNowField

TechnicalServiceOwner(ABB)

TowerControlLead

ChangeTaskAssignmentGroup/ChangeTaskAssignee

ChangeProcessManager(ABB)

ThisroleisnotpartofcurrentADONISprocess.ChangeProcessManagerholdsoperationalresponsibilityformanagingthewholeprocess.

Majorresponsibilitiesinclude:

SuggestingimprovementstoChangeManagementprocess

ReportingontheKeyPerformanceIndicators(KPIs)toevaluatetheeffectivenessandefficiencyoftheprocess

Ensuringallrelevantstaffhavetherequiredtrainingontheprocessandareawareoftheirroleintheprocess

ProcessRole

OrganizationalRole

ServiceNowField

ChangeProcessManager(ABB)

SSI

ChangeTaskAssignmentGroup/ChangeTaskAssignee

RACIMatrix

DetailedRACIisdescribed

ProcessPolicyDocument–ChangeManagement

.

PrinciplesandPolicies

AllPrinciplesandPolicieshavebeendescribedin

ProcessPolicyDocument–ChangeManagement

.Mostimportantoneshavebeendescribedinbelowsections.

ChangeTypes

ClassificationofchangesintodifferenttypesisrequiredforanefficientandeffectiveChangeManagementprocessprimarilybecauseofthefollowingreasons:

Allchangesarenotequalandneedtobetreateddifferently

DifferentiationbetweenchangesthathavedifferentlevelsofriskhastobemadeandChangeManagementprocessneedstoachieveabalancebetween“changelifecycletimes〞and“controlsforriskmitigation〞.Thiscanbeachievedbyhavingdifferentworkflowsforeachclassofchange

SimpleandStandardchangesshouldbeeasytoimplementandshouldnotgothroughmultiplelevelsofapprovals

Changeswithdifferentlevelsofrisktothecontrolledenvironmenthavedifferentpre-deploymentrequirementsforriskcontrolandmitigation

Thefollowingchangetypeshavebeendefined:

Changetype

ChangeCategory

RequestforChange(RFC)

RFC–MajorChange

RequestforChange(RFC)

RFC–MinorChange

RequestforChange(RFC)

RFC–MinorOperationalChange

StandardChange

StandardChange

EmergencyChange

EmergencyChange

EmergencyChange

ExpeditedChange

Incident-initiatedChange

Incident-initiatedChange–Major

Incident-initiatedChange

Incident-initiatedChange–Minor

Table

SEQTable\*ARABIC

2

ChangeTypes

NOTE:ThedifferentiationbetweencategorizingaChangeTypeasminorormajoroccursthroughthecompletionofastructured

ChangeEvaluationandAssessment.

TheEmergencyChangetypeisfurthercategorizedasEmergencyChangeorExpeditedChange.ThedifferentiationisbasedonthedefinitionsintheEmergencyChangeCategorizationPolicy.

ChangeType/Tower

CSP

EUC

Hosting

Network

Standard

DeleteaSharedmailbox.

TherearenostandardchangesimplementedinServiceCatalogueasofyet.Thesecouldbe:

-Softwarepackaging

-AdditionofNetworkPrinterintheoffice

TherearenostandardchangesimplementedinServiceCatalogueasofyet.

TherearenostandardchangesimplementedinServiceCatalogueasofyet.

Minor

OUcreationoneveryCountrysub-OU.

SoftwaredistributioninonecountryorregionbyWiprowithABBinvolvedinitsspecification.

AddnewVMcapacity(RAM,Drive,storage).

CiscoPrimeinstallation.

Minor(Operational)

AddanewDNSrecord.

SoftwaredistributioninonecountryorregionbyWiprowithoutABBinvolvedinspecification.

AdditionalfullbackupdoneoftheServeronAOrequest.

Skyboxamendment.

Major

NewGPOdeployedglobally.

Printingoutageinwholecountry.

Worldwidedeploymentofasoftwarethatsignificantlyaffectsuser.

Desktopsandisintegratingwithothersystems.

CoreNetworkswitchupgradeinDC(requiringdevicedowntime).

WAN/LANtakeover/cutover.

Emergency

Disableanon-announced(byMS)newfeaturefromO365(i.e.Sway).

Criticalsecuritypatchdistribution.

HotfixforO365clientsoftwarefollowingrecentupdate.

VMDiscextensionto1TBduetonofreespaceonSQLinstance.

Routerexchangeduetofailure.

Routerreboot.

Changeofconfiguration.

Table

SEQTable\*ARABIC

3

ChangeTypesexamples

StandardChange

Apre-approvedchangewhichhasthefollowingcharacteristics:

Frequentlyperformedandimplementationforsuchachangethatissimpleandroutine

Knownandlowriskbutmayincludedowntime

Provenimplementationrecord–hasbeenprocessedatleast5times

Usesafixedexecutionplanorisfullyautomated

Executionduringstandardmaintenancewindowsunlessotherwiseagreed

StandardChangemustbeapprovedbyCABasroutineinordertobeincludedinthestandardchangescatalogue

RFCMinorChange

AMinorchangeusuallyhasthefollowingcharacteristics:

Donotaddanynewbiggerelementsorfunctionalitytotheexistingservices

Shouldhavenoorverylowimpacttotheuser’sorbusiness’functionality

Ispredictableandhasaproventrackrecord

NOTE:ThecategorizationofaMinororMajorChangeinABBdependsonastructured

ChangeEvaluationandAssessment.

RFCMinorOperationalChange

AMinorchangecanbemarkedasOperationalChangewhichhasthefollowingcharacteristics:

Typicallynorequirementsengineeringthereforenofunctionalspecification&reviewphase

DonotrequireABB’sinvolvementduringrequirementsgathering

Dailyoperationalchangestokeepinfrastructurerunning(notbusinessoriginated)

MostlyrequestedbyServiceSuppliersandABBSMEs

RequiringonlyreviewandacceptancebySMEfortechnicalaspectsandtimeline

NOTE:ThecategorizationofaMinororMajorChangeinABBdependsonastructured

ChangeEvaluationandAssessment.

RFCMajorChange

AMajorChangeusuallyhasanyofthefollowingcharacteristics:

Hasahighimpactorrisktoend-usersorbusinessfunctionality

Differentlevelsandtypesoftestingarerequiredforimplementation

RequiresCABprocess

Thechangeislesspredictableorhashighrisk

Theseareusuallyapplicationenhancements,majorbugfixesorprojects

NOTE:ThecategorizationofaMinororMajorChangedependsonastructured

ChangeEvaluationandAssessment.

Incident-InitiatedChange

AnIncident-InitiatedChangeusuallyhasthefollowingcharacteristics:

ItisrequiredtoresolveanIncidentandcanonlyberaisedfromaprecedingIncidentticket

FollowsallrequiredstepswithinthefullChangeManagementworkflow,includingallrequiredapprovalsandacontrolleddevelopment,testinganddeployment

NOTE:Incident-InitiatedchangeistriggeredfromIncidentandsubjecttocategorizationofaMinororMajorChangebasedonstructured

ChangeEvaluationandAssessment.

EmergencyChange

AnEmergencyChangeusuallyhasthefollowingcharacteristics:

ResultfromSeverity1Incidentsand/orProblems

RequiredtorepairanerrorinanITServicethatcouldnegativelyimpactthebusinesstoahighdegree

ChangesareunplannedandaretohaveashortleadtimetorestoreITServices,whilstfollowingtheworkflowbasedapprovalprocess

MustalwaysbeconfirmedbyABBISRUNbytheresponsibleTowerControl(SingleTower)orLeadTowerControl(Cross-Tower)

WillbesubjecttoadeploymentapprovalbyanEmergencyChangeAdvisoryBoard(ECAB)inadvanceofdeployment,ratherthanastandardsingletowerorE2EChangeAdvisoryBoard(CAB)

NOTE:EmergencyChangeissubjecttocategorizationofaMinororMajorChangebasedonstructured

ChangeEvaluationandAssessment.

MoreinformationcanbefoundunderEmergencyChangeProcess

section

.

DefinitionofSinglevs.CrossTowerChange

SingleTowerChanges:AreChangeswherethechangeimplementationisconfinedtoasingleTower,eveniftheserviceitselfimpactsacrossmultipleTowers.

SingleTowerMinor/MajorChanges:GlobalTechnologyOperationshasoverallaccountabilityforthechangeprocess.ForSingleTowerMinor/MajorChangestheTowerwillexecutetheprocessandretainresponsibilityfortheendtoendmanagementofthechangewithSSIonlybeinginvolvedbyexception.

SingleTowerEmergencyChanges:Towerwillexecutetheprocessandretainresponsibilityfortheendtoendmanagementofthechange,whichincludesauthorizationforbuildandforproductiondeployment.SSIwouldbeactivelyinvolvedinMajorIncidentresolutionandassuchwillprovideacommunicationplatformactingasECABandauthorizingchangedeploymenttoproductionforMajorIncidents.ForallotherSingleToweremergencychanges,SSImaybeengagedbytowerincaseofescalationorarbitrationisrequired.SSIwillalwaysbeengagedforPIRprocessstep.

CrossTowerChanges:OccurwhensignificantinvolvementfrommorethanoneTowerisrequiredtoeffectthechange.

CrossTowerMinor/MajorChanges:GlobalTechnologyOperationshaveoverallaccountabilityforthechangeprocessing,forCrossTowerMinor/MajorchangestheLeadTowerwillexecutetheprocessandretainresponsibilityfortheendtoendmanagementofthechange,whichincludesauthorizationforbuildandforproductiondeployment.Inadditiontothat,SSIwillholdaccountabilityforchairingE2ECABthatwillreviewCrossTowerMajorchangesbeforethefinalauthorizationfordeploymentisprovided.

CrossTowerEmergencyChanges:TheLeadTowerwillexecutetheprocessandretainresponsibilityfortheendtoendmanagementofthechange,whichincludesauthorizationforbuildandforproductiondeployment.SSIwouldbeactivelyinvolvedinMajorIncidentresolutionandassuchwillprovideacommunicationplatformactingasECABandauthorizingchangedeploymenttoproductionforMajorIncidents.ForallotherCrossToweremergencychanges,SSImaybeengagedbyleadtowerincaseofescalationorarbitrationisrequired.SSIwillalwaysbeengagedforPIRprocessstep.

NOTE:Thissectionhasbeencopiedfrom

ProcessPolicyDocument–ChangeManagementdocument.

HandlingCross-TowerChanges

WheremultipleTowers(multipleservice-offeringsfromdifferenttower)areinvolvedinprocessingthechange,onechangeticketandadditionallymultipletasksandapprovalsperchangephaseshallbetriggered.Tasks&Approvalsareautomaticallytriggeredbasedonservice-offeringsselectedonchangerecord.

ItisABBChangeCoordinator’sresponsibilitytoconfirmchangeascross-towerduringChangeAssessmentphase.

WhereTowersrequiremultipleChangetasksorapprovalsinthesamechangephase,theChangetasksorapprovalsmustbeassignedtotheindividualprocessrolesresponsibleforperformingthatparticulartaskwithinaTower.

WheremultipleTowersarerequiredtoperformthesametaskorapproval,theChangemustnotprogresstothenextphaseunlessallTowershavecompletedtheirtasks.

Theaccountabilitiesandresponsibilitiesforcoordinatingthecross-towerChangearefollowingtheagreedprinciplesfortechnicalchangecoordination(Supplier)aswellasthechangecoordinationandtechnicalvalidation(ABB).

EnvironmentScope

TheenvironmentthatiswithinthescopeofChangeManagementprocessiscalledtheControlledEnvironment.ThechangestobeimplementedinthebelowmentionedlistofcontrolledenvironmentsshallhavetheapprovalfromChangeManagementprocess:

Production

Therearefourimplementationpathsavailableforchangesdependingonthetechnicalenvironmentsinvolvedinthechangewhichcanbeselectedwhileprocessingthechange.Theimplementationpathforachange,selectedwhenthechangeisinitiallylogged,influencestheworkflowrequiredtoprocessthechangeintheservicemanagementtool.

ThefollowingimplementationpathsareavailableforMinor/MajorChanges:

Dev-QA-Prod(AutoTransport)

Dev-QA-Prod(ManualTransport)

Dev–Prod

Prod

WhereafullimplementationpaththroughtheDevelopmentandQAenvironmentsisselectedtogettoproduction,additionaldevelopment,testing,transportandapprovaltasksarerequired–likelytobeusedforapplicationchangesandmorecomplexinfrastructurechanges.Whereareducedimplementationpathstraighttotheproductionenvironmentisselected,fewertasksarerequired–likelytobeusedforthemajorityofinfrastructurechanges.

NOTE:ImplementationpathisusuallysetonBusinessServicelevel.However,itcanbealsoselectedorupdatedmanually.

ChangeCreation

Anybodymayidentifytheneedforachange.However,creationofChangemustbeinitiatedonlywhenproperjustificationexists,statingachangeisrequired

ChangeRequestermayormaynotbeanauthorizedChangeInitiator(Changeticketcreator).Ifnot,ChangeRequesterwillcontacttheauthorizedChangeInitiatorforinitiationofChange

AllmembersoftheSNOWsupportgroupsareauthorizedtoinitiateChangeRequest

AllSNOWmandatoryinformation(fields)relatedtoChangemustbecomplete

Changecanbesubmittedatanytimeaspertherequirement

ItmayalsobeinitiatedduetoproactivemanagementbytheITsupportstaffwhorealizesthatachangeisrequiredtoaCItokeepitworkingefficiently

NOTE:Filled

RFCTemplate

shouldbeattachedtoSNOWticketduringchangecreation.

Approvals

Everychangerequestmustbeapprovedbeforeitcanbeimplementedinthecontrolledenvironment.Eachapprovalwillbetime-stampedandrecordedinChangerecord.

Incasetheapproverisnotavailable,hemaydelegatetheapprovalauthoritytoanotherapproverandtheChangeManagementsystemwillsendanotificationtothealternateapproveraboutthedelegationofapprovalrights.

Thefollowingtableliststheapprovalmatrixforeachtypeofchange.

ChangeType/Category

StandardChangeApproval

Pre-Approval

FinancialApproval

FunctionalApproval

UATApproval

SOXApproval

TechnicalApproval

SD&AApproval

CAB/ECABApproval

TestinProd

Standard

-

x

-

-

-

-

-

x*

-

-

x

RequestforChange(RFC)

Minor

-

x*

x*

x

x

x*

x

x**

-

x

Major

-

x*

x*

x

x

x*

x

x

CAB

x

Minor(Operational)

-

x*

-

-

-

-

x

-

-

x

Emergency

Emergency

-

x*

-

x

x

-

-

-

ECAB

x

Incident-Initiated

Minor

-

x*

-

-

x

-

x

x**

-

x

Major

-

x*

-

-

x

-

x

x

CAB

x

Responsible

ATL

ServiceOwner

ATLISManager

CIOwner(ServiceOwnerinSNOW)

Requester/OTLChangeCoordinator

CIOwner(ServiceOwnerinSNOW)

ChangeSME

SD&AManager

CABGroup

Requester/OTLChangeCoordinator

Table

SEQTable\*ARABIC

4

Approvals'table

x*-optional

x**-forcritical/highriskchanges

Changeapproversmodification

Itispossibletomanuallyaddadditionalapprovals(individualnames&groups)