Oznaenie/No.

TECHNICKO-ORGANIZAN SMERNICA
TECHNICAL-ORGANIZATION PROCEDURE

TOS/VIT/IT1.10
slo vtlaku/Copy No.:

REQUIREMENTS FOR CHANGES AND SERVICES

IN INFORMATION SYSTEMS

Prehad zmien vykonanch v tomto dokumente/Summary of changes made to this document:

slo/No.
Dtum/Date
Prehad zmenench ustanoven, kapitol/Summary of amended provisions, chapters
10

8-JUL-2005

Modified to reflect new Change Request and Install Protocol forms

Gestor/Sponsor:
Christian Holliday,
Director - Business Systems and Process Control

Schvaovate/Approver:

James Shanaberger
General Manager of IT

Dtum/Date:

Dtum/Date:

Podpis/Signature:

Podpis/Signature:

F-TOS/VZ/D1.01-04/03-03-S5

Vydanie ./
Issue No.:

Dtum vydania/
Date of issue:

TOS/VIT/IT1.1009

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1 PURPOSE
This procedure sets the process of accepting requirements for changes or services in Information Technology
(IT).
2 EXTENT OF OBLIGATION
This procedure is binding for all users (employees of USS Serbia, its sister companies, or contracted workers)
requiring changes in software from departments of IT. USS Serbia IT will monitor requests for changes to
USSK systems by USSK IT. USS Serbia is not responsible for completing those requests. USS Serbia IT will
provide a central point of contact for each of the major USSK systems.
3 TERMS AND ABBREVIATIONS
3.1 Basic definitions
a) Benefit savings gained through realization of the change.
loss incurred if the change is not performed.
b) Incident information system error (IT doesnt show required data or it is impossible to perform defined
function, etc.). Incidents are notified to Help Desk.
c) Access to IT access to individual Systems is granted by Access forms located on USS Serbia Intranet.
d) IT Change amendment or change of the functionality of already existing IT
e) Project development of new or broad change of the functionality in existing IT.
f) Requestor company management employee requiring IT change or service who also determines the
priority in divisions.
g) Department Coordinator for needs of this process, the Department Coordinator can act as Requestor
entrusted by Executive Director or General Manager (GM) to be responsible for regulation of change
requests, he/she is authorized to approve the requests (low priority). In the case of the highest and medium
priority, ensures approval by corresponding level of management.
h) Contact Person employee that specify request for the change or service, communicates with IT
employee completing change and cooperates on user testing of performed change.
i) IT Director Director of IT that approves the change and assigns it to an IT Specialist to be completed.
j) IT Specialist employee of the IT Department, who will make the requested change.
k) Change Administrator IT employee responsible for accepting, recording, and coordinating change
requests.
3.2 Abbreviations used
CRM
- Cold Roll Mill
DRO
- Daily Report of Operations
F2000
- Finance 2000
GM
- General Manager
HRM
- Hot Roll Mill
IT
- Information Technology
SOX
- Sarbanes-Oxley
4 BASIC PRINCIPLES AND TERMS FOR IMPLEMENTATION OF DESCRIBED ACTIVITIES
4.1 Completion of Change Request form by the Requestor
Requestor completes Part I of the IT Change Request form, including:
System Application Definition of the IT system (IBM/4P Order Entry, DRO, etc.), to which the request is
related.
Requested Date When the change is requested to be completed.
Request Description - When a brief description of the change is not enough or the change is a result of newly
developed standards or laws, the Requestor will attach detailed documentation to the Change Request form.
Financial Benefits Statement of a benefit for the company if change is implemented or a loss incurred by
the company if the change is not performed. The benefit for the company may be as follows (two types):
- Calculated, material (cost savings).
- Non-calculated, indirect (SOX requirement).
Priority Requestor will determine a priority by and enter a 1, 2, or 3 in the Priority box.
1. Highest approved by corresponding Director or higher level.
2. Medium approved by Head of Department or higher level.
3. Low
approved by Chief or higher level.

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Requests where financial means are needed must be signed by the corresponding General Manager or
higher to coincide with financial approval levels for USS Serbia.
The IT Director reserves the right to change the Financial Benefits assertion, Priority, and Requested Date of the
project with communication and agreement from the Requestor.

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TOS/VIT/IT1.10

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5. PROCEDURE

Start

1. Issue and sending of IT Change

Request form to Change

Administrator.

1.
1.

2. Recording of the provisional Change

2.
1.

form in Change Management

Spreadsheet.
3. Decision on acceptance/rejection of
Change form, assignment of IT
Specialist.

N
3.

4.

4. Determination of manner and

assignment of request for realization.
5.

5. Request completion.
8.

6.

6. Testing of the change.

7.

8.

7.
Putting the change into operation,
training of users.

91
43.

8. Notification of request fulfilment

10.

9. Acknowledgement of realization by
client.
11.

10. I.T. Authorization

End

11. Request spreadsheet entry finalized.

5.1 Flow diagram

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5.2 Commentary

No.

Activity name

Responsible

Related
regulations

Records

Information
provided to

Issue and sending of

Requestor
TOS/VIT/IT1.10, IT Change Request
provisional request
point 4.1
Form
Change Administrator
The IT Change Request Form in electronic version is located on USS Serbia Intranet site for IT.
Requestor completes Part I of the form according to section 4.1 of this procedure. The form then is sent to the Change
Administrator. The change administer assigns a request ID to this request.
1.

2.

Receipt, recording of
form and assignment
of form for
consultation

Change
Administrator

IT Change Request
Form

Corresponding Director
of IT

Change Administrator receives form and records in the Change Management Tracker spreadsheet, assigns the number and
the date of receipt to the request information, and sends it to the Director of IT responsible for analysis of whether the
request will be completed, when, and what the priority is for the project. The IT Director will tell the Change Administrator
the results of the analysis.
List of requests is also used for statistical purposes (e.g. provision of services to clients - % request fulfilment within the
scheduled time, etc.).
Decision on request
Corresponding
Updating of Request Change Administrator
acceptance
Director of IT
form with added or
IT Specialist
3.
Determination of term Requestor
amended
and contact person.
information.
Corresponding Director of IT shall decide about realization of request for change / services IT following the consultation
with corresponding analyst, programmer or other employee of the department with respect to operating instructions.
Decision can be:
Positive determines the IT Specialist, the term of request realization, and the priority if the IT Director feels it should be
changed after discussion with Requestor.
Negative request may be rejected pursuant to justification.
Determination and
Corresponding
Minutes of IT
IT Specialist and project
assignment of
Director of IT
project strategy
team.
request realization
IT Specialist
meeting.
- Change of IS
4.
- Modification of
software
- Project
- Service
Corresponding Director of IT and IT Specialist shall decide on manner of the request realization.
Request realization
Director of IT
Reports, source code Requestor
IT Specialist
changes, or other
5.
IT project team
applicable
Director of IT
documents.
When change of IS:
IT Specialist and IT project team shall modify software according to the Requestors requirements. If clarification is needed
on the requirements, the IT Specialist will ask the requestor.
After assurance of the needed steps, the IT project team will ensure / realize / program a modification of software.
When service: IT Specialist shall prepare selected data according to the Requestors requirements and ensure its accuracy.
Note: During critical stages in the process of making the change, the IT Specialist will inform the Change Administrator
and requestor with a status update. The Change Administrator will update the Request Status spreadsheet appropriately.

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Testing of change

Requestor
Acceptance test and Requestor
Department
sign-off
6.
responsible for
Change Request
In the case of the service, testing may not be required.
Introducing the
IT Specialist
Requestor
change into
IT project team
IT Install
System Users
Training documents
7.
operation, and
Protocol
Director IT
training users on
executed changes
In the case of introduction of the fundamental IS change into operation, it is needed to develop the record about
documentation revision and Implementation Approvals, and any necessary training documents for users.
Notification of
IT Specialist
Sign-off
Change Administrator
IT Install
8.
request fulfilment
Director IT
Requestor
Protocol
Director IT and the IT Specialist shall notify the Change Administrator, corresponding Requestor that request has been
completed, the date of realization and who tested the change.
Change Administrator shall update the status of the executed request to completed and mark with date of request execution.
Clients agreement
Requestor
IT System Install
Director IT
9.
with realization
Protocol
IT Specialist
Y - After receipt of IT System Install Protocol, requestor signs the form that they agree with the changes. Signed IT System
Install Protocol will be sent to corresponding Director of IT within the 5 working days.
N - In the case of reservations on installing the change, corresponding IT Specialist is informed of reservation from the
requestor within 5 working days. The Change Request work shall be re-evaluated by IT Specialist.
I.T. authorization
I.T. Director
IT Install
IT Install Protocol
Change Administrator
10.
Protocol
I.T. authorization must be a separation of duties from the implementer. This should generally be the person in charge of the
department if available.
In emergency situations, the change can be implemented without proper approval as long as the I.T. Install Protocol is fully
filled out and signed within 3 working days.
Request spreadsheet Change Administrator
Change Request
Records Retention
finalized
form
11.
IT System Install
Protocol
At the same time, the IT System Install Protocol is completed with the IT Change Request Form.
Keeping of final forms and related records is maintained by Change Administrator in accordance with USS Serbia Records
Retention Policies.

5 RESPONSIBILITY AND COOPERATION

The General Manager of IT and the IT Directors are primarily responsible for the maintenance and
implementation of this document. IT and requesting departments are obliged to cooperate with the Change
Administrator. In the case of large extent request affecting various areas, IT Specialist shall be from the IT area
to which major part of the request pertains and shall coordinate all realization.
6 CHANGE PROCEEDING
Changes of this Procedure are made by the Directors of IT and are approved by the General Manager Information Technology.
7 CANCELLATION PROVISIONS
9 REFERENCES
IT System Install Protocol
IT Change Request Form