Change & Problem Management Policy

Responsible Office

Information Technology

Audience
Information Technology

Policy
Change Management: When it has been identified that a change will occur, the change owner will submit a change notification using the provided form within the incident management system. A change is the addition, modification, or removal of any production service component under the purview of Information Technology. The change owner is the Information Technology staff member responsible for, or overseeing the implementation of, a change. A change notification should be filed 48 hours in advance of the implementation of the change, or as soon as the change has been identified as being necessary, whichever is later.

Problem Management: When a problem has been identified, a problem notification should be filed using the provided form in the incident management system. A problem is an issue that is likely to cause a marked increase in incidents, or to cause recurring incidents. The problem owner is the Information Technology staff member or department responsible for identifying and implementing a solution for a problem. The problem notification can be filed by either the problem owner or the Helpdesk. If the resolution of a problem involves a change, the change management policy should be referenced and followed. As more information is found regarding a problem, the problem notification should be updated as indicated below.

Change Control

Revisions to this policy must be reviewed and approved by the CIO Cabinet.

Notification Tree

The following individuals or offices should be notified prior to implementing changes to this policy: CIO Cabinet.

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