Change Management

Categories of change

Consistent with ITIL standards, with control comes flexibility. EasyStreet’s Change Management Procedures are designed to control change while allowing flexibility for today’s rapidly evolving IT systems.

Changes outside of Change Management

These are changes that do not require a Request for Change (RFC) and Change Approval Board (CAB) review. Changes outside of Change Management include user account maintenance, such as add, change and delete. Changes to data, including database and web page content, are also outside of Change Management, unless it is content that EasyStreet’s NOC is actively monitoring within EasyStreet’s application monitoring service.

Standard Changes

All changes not outside of Change Management (see above) that are not emergency changes will follow EasyStreet’s six-step Change Management Procedure below.

Emergency Changes

EasyStreet’s procedures recognize that you can’t always wait to make a change. We allow for break/fix types of changes required by service degradation or an outage in your system. EasyStreet’s Change Manager, working through our NOC, will immediately review the required change. After the emergency change is implemented, EasyStreet’s six-step Change Management Procedures will be followed to document and review the emergency change. This procedure ensures that all system changes receive the level of attention and detail required by ITIL.

To learn more about EasyStreet’s Change Management Procedures and other ITIL standards we follow to ensure quality service, contact your EasyStreet account manager at 503-646-8400.

Six Step Change Management Process

1. Request: Request changes using EasyStreet’s online Request for Change (RFC) form. This initiates the documentation and review process for standard and emergency changes.

2. Plan: A requester plans the change implementation strategy in detail, including the desired outcome, potential negative effects, impacts on other systems, and rollback procedures. This information is submitted with the RFC forms for review by the Change Approval Board (CAB).

3. Review and Approve: EasyStreet’s Change Approval Board (CAB) meets every normal business day to review RFC forms submitted before midnight the prior day.Changes requested by customers and internal changes that might impact specific customer systems are discussed among EasyStreet and customers following the CAB review. Consistent with ITIL standards, multiple areas of the business are represented at CAB meetings.

4. Schedule: The CAB schedules all changes, taking conflicting changes into account.

5. Implement: Following review, approval and scheduling, a requester will implement his or her requested change and document the results for review by the CAB.

6. Review: The CAB reviews all changes implemented since the previous CAB meeting to ensure the desired results were accomplished. If they were, the CAB formally closes the RFC. If the change implementation is incomplete or had unforseen consequences, these are reviewed by the CAB and referred back to the requester, with recommendations. The requester then submits a modified RFC form and begins the process again.

 

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