For products, database and server installs, the Remedy requests are submitted by designated groups. Project Technical Change Team Lead Project Technical Change Team Lead is responsible for: Selects Technical Change Team Lead(s) or Member(s) for change review, if required. Requests for evaluation within 24 hours of request. Coordination and communication of change activities Manages, monitors, and tracks the change request process Oversees the Change Team’s activities Requests with appropriate Technical Change Team Lead(s) requests for approval for enterprise change requests Represents Program area, Project or Team on the Shared Services Change Control Board (SSCCB) Communicates SSCCB and ECCB decisions to their own team Escalates issues to executive management Provides feedback and suggestions on process to the Enterprise Change Manager Verify approvals are recorded in Remedy to scheduling the change Schedules the Change Request implementation Schedules and conducts Post-implementation review meetings Initiates SSCCB requests The Project Technical Change Team Lead may be one or more of the following depending on the change: Project Technical Change Team Lead BIO Technical Operations Lead Virtual Team Lead Change Lead L&I Bureau Directors and designees Shared Services Change Control Manager Develops Shared Services Change Control Board agenda (SSCCB) Schedules SSCCB meetings Reviews and gains SSCCB endorsement for change requests Determines if ECCB approval is required – does not approve change until ECCB approval is obtained Gains SSCCB approval before going to ECCB Reviews and ECCB endorsement for SSCCB approved requests Manages the appeal process Documents the approved and/or rejected change requests after every SSCCB meeting Communicates SSCCB and ECCB decision to the SSCC teams Escalates issues to Executive Management Shared Services Change Manager Change Control Manager (ECCM) Coordination and communication of enterprise change activities requested by Technical Change Team Leads or OIT Management Manages, monitors, and tracks the Enterprise Change request process Enterprise Change Control Manager (ECCM)
change will need to be given, with subsequent entry into Remedy (refer to 7.9.3). Design/Development Standards Department standards documents. Output Updated Change Request Change Request updated to reflect any changes (update, approval, denial, and deferral) to the record during the process. Impact Assessment Results Documentation that captures results of Change Request Impact Assessment Change Request Log (ECCB and/or SSCCB) See description of “Remedy Change Request Log” above. This Log will be updated to reflect the approval, denial or deferment of the Change Request as it pertains to each Change Board. Change Request Status Report (ECCB and/or SSCCB) Documentation of Change Request status that will be developed after each Change Control Board Meeting. ECCB Change Outcome Record Documentation of the outcome of ECCB Changes Updated Schedule/Calendar Calendar of Change Requests scheduled Lessons Learned Documentation that briefly captures lessons for the future, if appropriate Decision Communication Communicate the Change Board(s) decision(s) Technical Change Management Procedures A procedure integrates a Process Flow Activity with one or more Process Components to create a series of step-by-step instructions that facilitate effective Technical Change Management. are the Technical Change Management Procedures. Initiate Change Request The Change Requester identifies the need for a Change Request and obtains the respective business or technical management endorsement, if deemed necessary. The Change Requester goes to the appropriate designated Technical Change Requester to enter the request. The Change Requester provides the Technical Change Requestor with a description of the Change Request, justification for implementation of the Change Request and any supporting documentation that will assist in the evaluation of the Change Request. Technical Change Requesters are identified as follows:
Business impact Immediate action required or less than 24 hours notice All emergency Changes are reviewed by Project Technical Change Team Lead to ensure conformance to standards All shared products, servers, and/or services must be approved by Enterprise Change Control Board (ECCB) Problem (Incident) ticket may also need to be opened Approval of actual “change” may be verbal/email, with follow-up in Remedy Recorded in Remedy (typically documented as “post-change”) Change Window Timeline/Maintenance Window Schedule For Enterprise Change windows in which there are multiple Changes scheduled, the Enterprise Change Control Manager will be responsible for creating a schedule indicating the implementation time for each of the Changes within the window. Monday/Wednesday – (Non-Production environment) - 5:00AM – 9:00AM BES Supported Products webMethods, Websphere Application Server, Websphere Process Server, IIS, Identity Access Management, , $U, FileNet, Remedy, Oracle Web Center BEA Supported Products Oracle, SQL/Server,( Database), Rational, HP Mercury , Blueprint OS, Server Maintenance Tuesday – 4:00PM – 6:00PM UCMS Release 2 Production Deployment Wednesday – 6:00AM – 8:00AM CWDS Production Deployment Saturday – Enterprise Production - 6:00PM – 12:00AM Network Mainframe /Storage Server Frame Production environment – For example, Non-application deployments of shared products, changes to enterprise infrastructure and hardware Note: Currently excluded from this schedule is the Server Patch Cycle. Projects that are not using a shared product and will not impact any other project can have changes that take place outside of the outline schedule as long as a time has been agreed upon with the project and business area. An example of the Change Control Calendar Schedule/Calendar: For a complete listing of all Change Maintenance Calendars, please refer to
Week Mon. Tues. Wed. Thurs. Fri. Sat. Sun. 1 5:00AM Non-PROD Maintenance Window Shared Change Control Board Requests Due by NOON UCMS R1 PROD Maintenance Window 5AM-9AM Non-PROD 6AM-8AM CWDS PROD 11AM – 12PM Shared Change Board Enterprise Change Control Requests due by Noon 10:30AM Enterprise Change Control Board (ECCB) Enterprise Maintenance Production Window NOTE: Changes scheduled for the Enterprise Maintenance Windows MUST be approved the week PRIOR 2 5:00AM Non-PROD Maintenance Window Shared Change Control Board Requests Due by NOON UCMS R1 PROD Maintenance Window 5AM-9AM Non-PROD 6AM-8AM CWDS PROD 11AM – 12PM Shared Change Board Enterprise Change Control Requests due by Noon 10:30AM Enterprise Change Control (ECCB) Enterprise Maintenance Production Window NOTE: Changes scheduled for the Enterprise Maintenance Windows MUST be approved the week PRIOR 3 5:00AM Non-PROD Maintenance Window Shared Change Control Board Requests Due by NOON UCMS R1 PROD Maintenance Window 5AM-9AM Non-PROD 6AM-8AM CWDS PROD 11AM – 12PM Shared Change Board Enterprise Change Control Requests due by Noon 10:30AM Enterprise Change Control Board (ECCB) Enterprise Maintenance Production Window NOTE: Changes scheduled for the Enterprise Maintenance Windows MUST be approved the week PRIOR 4 5:00AM Shared Change Control 5AM-9AM Non-PROD 10:30AM Enterprise Enterprise NOTE: There are no
4 Non-PROD UCMS R2 PROD Non-PROD CWDS PROD 6PM-12AM PROD webMethods Deployment Maintenance Schedule webMethods deployment windows for webMethods code, DLL deploys, config file changes, and/or package configuration changes. Lower Environments only – , TFP, , -2, ST-UAT wM package deployments (Partial or full) Port changes (File polling) Configuration file changes (Within packages/_Admin included) Package enable/disable Scheduled (Create/Suspend/Enable) JDBC adapter (Create/Modify/Enable/Disable) Certificates (Add/Change) JMS alias (New/Change/Enable/Disable) MWS & Broker Changes (ie. Add a trigger/document/JMS Connection Factory and/Queue/JNDI connection) DLL copies to the Integration Servers Run a service Web Service Endpoint (Add/Change) WebSphere MQ connections (Add/Change) JDBC Polling notifications & triggers (Add/Change/Enable/Disable) NOTE: The deadline to receive requests for morning deployments is 4:00pm the previous day. The deadline to receive requests for afternoon deployments is 12:00pm the same day. Mon. Tues. Wed. Thurs. Fri. Sat. Sun. WEEKLY 8AM-9AM UCMS TRI 10AM-11AM CWDS UCMS 8AM-9AM UCMS CWDS UCMS 8AM-9AM UCMS TRI CWDS UCMS 8AM-9AM UCMS 10AM-11AM CWDS UCMS 8AM-9AM UCMS TRI CWDS UCMS Event Management Maintenance Schedule