Change Enablement: Quick Reference (ETS Internal)

Summary

This article provides a quick reference for using the TeamDynamix Change Enablement tool, including change types and steps to create a change request.

For more information, see the full version of the Change Enablement User Guide

 

Change Request Forms

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Types of Changes 

Emergency

An Emergency Change must be implemented as soon as possible to resolve a major incident, prevent service interruption, or implement a security patch. Emergency changes are not subject to pre-approval by the CAB, but reviewed by CAB after implementation.  

 

Standard

Also called "Normal Pre-Approved Standard Change" or "PAS", Standard Changes are low-risk, pre-approved changes which are fully documented, and have a history of success, either in test or production.  They are not reviewed by CAB once initially approved. 

  • To request a standard change, note the "Request for Pre-Approval?" checkbox in the Request for Change form 
  • Once approved, the change will be selectable in the form after choosing "Standard Change" type on subsequent change requests. 
  • Standard changes are valid for one year before they will need to be re-reviewed by the CAB 

 

Normal

Non-emergency changes without a defined pre-approved process. Normal changes may have impact ranging from low to high risk. These changes require Change Advisory Board (CAB) authorization, to ensure completeness, accuracy, and the least possible disruption to service. 

  • Once a Normal or a Normal-Expedited Change has been approved by CAB, it cannot be rescheduled to another date without coordinating with the Service Owner and the Change Facilitator. 

 

Normal Expedited

Normal change is expedited If it must be implemented before the next scheduled CAB meeting but is not an Emergency.  An expedited change must be submitted at least 24 hours prior to implementation and include a rationale for its urgency. 

  • Expedited changes will be reviewed and approved remotely by the CAB. CAB members will vote via the TeamDynamix RFC Change ticket approval process. 

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Requesting a Change

The Request for Change (RFC) form is designed to collect the information necessary to assess risk, schedule the change, and meet audit requirements. The automation behind the RFC determines such things as who approves the change, whether the change needs to be reviewed after completion, and whether it should be saved for re-use as a Standard Change. There are two parts to the RFC:

  • The RFC Ticket
  • Maintenance Activity

Step 1: Creating the RFC Ticket - Use the help text provided on each field of the form to assist with filling out the request. 

  • Titles should start with the ASSET and then what is happening to that asset. For example: [Asset] [What’s changing with it?] 
  • Changes that impact ET&S or have an impact outside of ET&S must have a communication plan.  Describe that plan in the field provided. 
  • Attach all documentation related to the change (backout plans, validation plans, rollout schedules, etc.) to the change ticket. 

Step 2: Adding Maintenance Activity - Add a Maintenance Activity to every request, including the Informational Event. 

  • Maintenance Activity adds time/date to the change ticket 
  • Maintenance Activity adds the change to the calendar 
  • Potential conflicts appear on the Maintenance Activity while the dates are being entered. 
  • A change ticket can have multiple maintenance activities. 
  • If a single change has multiple parts occurring on different dates or times, make sure to create a separate maintenance activity for each part.   

 

Task: To create a maintenance activity

Instructions

Step 1 - Save the change

Step 2 - Choose "View the change you just created" at the "Change Created Successfully" confirmation page. 

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Step 3 - Click +Add and then Maintenance Activity 

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Once the Change Request and Maintenance Activity have been completed: 

  • Mark the Reminder Task Complete being careful not to mark the Maintenance Activity complete. This is a key step in the approval process, and failure to take this step may delay approval. 
  • Keep an eye on Outlook email for your Invitation to CAB from notify.teamdynamix@unh.edu. The following will require your presence at the CAB Meeting, which takes place at 1:00 every Wednesday: 
    • Normal Change needs approval 
    • Standard Change needs preliminary approval 
    • Change has resulted in unexpected negative outcomes 
    • Emergency or Expedited Changes are reviewed after the fact 

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Need additional help?

For more information, see the full version of the Change Enablement User Guide

Visit the TeamDynamix area in the Knowledge Base

To request service, report an issue, ask questions, or request training, submit a TeamDynamix Application Administration Support Request

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