Change

Management
Process
Information Services Division

ITIL

Office of State Finance

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Contents
Office of State Finance

Purpose
Roles
Calendar
Process
Policy

ITIL Training

Contents
Office of State Finance

Purpose

ITIL Training

Purpose
Provide a consistent method to follow
(and consistent terms) when changes
having significant impact are required
to maintain or improve the production
environment (routine configuration
changes made on a daily basis are not
reviewed in the process)
Identify groups & personnel that should
be involved in the process and their
responsibilities
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Purpose
Define specific artifacts to be used
Establish general policies regarding
how changes are to be implemented
and the communication to the users of
the impacted services
Full documentation of process may be
found in the document Change
Management Process.docx

Contents
Office of State Finance

Roles

ITIL Training

Roles
Change Request Review Board
Coordinator
Oversight of Change Management process
Coordinate between functional groups and
ensure processes are followed
Service Provider Group
Team implementing change
Responsible for testing change before
implementation

Roles
Change Request Review Board
Review all requests to make certain
The change has been authorized by the Service Provider
Groups manager
The change is scheduled during normal maintenance
windows or if not, approving variances
There are no conflicts with other scheduled activities
If multiple activities are to be performed during the same
window, the activities are coordinated
Any communications with service users about outages or
impacts are identified and performed
The change does not conflict with the strategic direction of
OSF / ISD
Any security issues are identified
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Roles
Request Review Board
Membership
Position / Role

Name

Coordinator & Process Facilitator

OW Thomasson

OSF Chief of Staff

Pat Elwood

Engineering Tech Support Director

Drew Swain

Director of Education

Matt Singleton

Finance Administration and

Regulatory Director

Mike Hedrick

Functional Team Managers / Leads

representatives from the following
areas

Application Support (all consolidated

agencies), Database Administration,
Facilities, Network (Data & Voice),
Operations, PC and Server, Security,
Systems

NIC (OK.gov)

Rodney Rollison

Request Review Board

Schedule
Weekly / Thursdays at 1pm

Agenda
Review outcome of changes scheduled to occur
during week prior to meeting
Review all proposed changes
Determine impact of changes and if customer
notifications will be required
Identify any coordination issues
Approve change and change schedule

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Contents
Office of State Finance

Calendar

ITIL Training

Change Management Worksheet

All change requests are scheduled using

Change Management calendars in MS
Exchange Public Folders.

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Navigation to Public Folders

All change requests are scheduled using Change Management
calendars in MS Exchange Public Folders.

The calendar can be found in a folder

named Change Management.
Navigation to the public folders and to
the Change Management folder is
performed as follows:
If you have not used public folders, in
the past, you may not have them
displayed in Outlook. To display public
folders, at the bottom of the Navigation
pane on the left hand side, you will see
something similar to this:
Click the folder icon. You should see
Folder List at the bottom of the
Navigation pane.
Expand the Public Folders list by clicking
on the + sign.

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 Continue to expand the list

by clicking on the + sign
next to All Public Folders,
Office of State Finance,
and then Change
Management. Then click
on the calendar you need
to view or update. Do not
add entries to the main
Change Management
folder.

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Change Management Entry

A customized Outlook form is used to collect appropriate information.

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Creating an Entry

Even though this is a calendar entry, do not click on

Invite Attendees. Meeting invites only work in
personal folders, not public. This will also change
fields behind the scenes and make it impossible for
you to save your information.
Fill out the fields as appropriate. There are several
mandatory fields. An explanation of each field
follows in sequence as they appear on the screen:

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Data Items
Short Description

Title for change. This will appear in the Subject line in the calendar

Mandatory

Start Date / Time

Date and time the change is scheduled to start. If unknown and the entry is for
future changes with undetermined dates, pick a best guess date. It can be altered
later.

Mandatory

End Date / Time

Instead of entering the duration, enter the date and time you expect to be finished
barring no exceptional issues arise. The duration will be calculated.

Mandatory

All Day Event

If the event is to last all day (24 hours) check this box

Category

Category should be 1 of 3 possibilities: 1) Change, 2) Change: Emergency (use this

when we have something we have to do that has not been through Change
Management), 3) Maintenance (All routine or semi-routine maintenance activities
that have the potential to impact services) If you change the Category after
initially setting it, be sure to click on Clear All Categories first to clear the
field.

Mandatory

Services Impacted

Selected from a list of possible services. It is preferable that you do not enter the
service here. Switch to the Agencies / Services tab and click on all services
impacted. If the change is location based, ex., circuit or switch down that impacts
all services for an office, select Based on Location and include details in the
Change Description.

Mandatory

Product

This is a specific product associated with a service. If known, enter. Product table
is still being developed

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Data Items
Short Description

Title for change. This will appear in the Subject line in the calendar

Will this cause an outage?

If this change / maintenance activity will cause an outage to services,

check this box

If outage required, has customer been

notified? Check, if Yes.

Generally, the Help Desk will be the ones to check this box after a
notification is sent. If the change was negotiated with an agency prior to
implementation, the provider groups change representative may check
the box.
Provide enough detail to support meaningful conversation about the
change, its impact, and possible scheduling conflicts.

Detailed Change Description

Change Management Notes

A place where we can enter notes during the Change Management

meeting if necessary

Backout Plan

If the change fails, how will you back it out?

Contacts:

Agencies Impacted

This interfaces with your Contacts list and allows you to enter contact
names of people planning and performing the change. Before you can
add them here, they need to be added to your personal Contacts.
Selected from a list of possible agencies. It is preferable that you do not
enter the agency name here. Switch to the Agencies / Services tab and
click on all services impacted. If the change is location based, ex., circuit
or switch down that impacts all agencies at a location, select Based on
Location and include details in the Change Description.

Change Completed as Planned? Check,

if Yes

If the change was completed within the time allotted and there were no
severe issues, check Yes.

Change Completed with issues?,

Check , if yes and explan below

If the change exceeded the time allotted by more than 20% or went past a
hard deadline, check Yes.

Change Results:

Record issues that were encountered, if any.

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Mandatory

Mandatory

Mandatory

View of Change Calendars

View your calendars in Overlay mode by right clicking the name of
the calendar and selecting View in Overlay mode.

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Contents
Office of State Finance

Process

ITIL Training

Process Flow

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Contents
Office of State Finance

Policy

ITIL Training

Change Management Policy

The Change Management process should be followed for all
architecture change requests related to the support of
existing services or the addition of new services.
Requests should be logged as soon as enough information is
available to provide a meaningful description of change and
the purpose behind the change, even if the specific date for
the change has not yet been determined.
Architectural changes are not to be implemented without
first being approved by the Change Request Review Board.
In emergency situations, the Change Request Review Board
should be notified as soon as is feasible.
For non-emergency, but urgent situations in which a change
should be implemented before the next scheduled Review
Board meeting, notification of the change request will be
made to the Change Request Review Board coordinator who
will obtain the proper approvals through the use of email,
telephone, and individual conversations.
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