Related Procedures:
The content of this topic provides an overview of Change Management. The associated procedures that are required to administer and process change requests may be found in the following topics:
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This procedure explains in detail how a Change Request (CR) is processed
differently form an Administrative Request (AR) or a Problem/Fix Request
(PF). | |
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This provides a detailed process flow diagram of the Service request process. | |
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This is a step-by-step procedure that is used by our Clients to submit a request for service to the Managed Services Operations Center (MSOC). | |
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This procedure explains how a Project Change Request (PCR) is processed,
as opposed to an Operations, or General Availability Change Request (CR). | |
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Requests For Service |
This explains how an administrator handles a request for service once it is received from a Client, from XYZ internally, or from ZZZ. |
The Managed Services division of XYZ Solutions Group (XYZ) performs monitoring services for Clients throughout the United States. These services are performed through XYZ's Managed Services Operations Center (MSOC) in Boca Raton, Florida, which is staffed around the clock by MSOC Administrators whose primary responsibilities are to:
Monitor, maintain, and protect the MSOC, the Client's environment and networks, and the equipment
Fulfill the Client's requests for modifications and problem reports as needed
Perform backups and other procedures in compliance with appropriate service level agreements
There are occasions or circumstances that require changes to the Client's environment or monitoring needs. In order to maintain Client satisfaction by providing timely responses to such requests, this topic provides an overview of the change management policy, and offers guidelines for preparing a change request.
For the steps required for accepting and monitoring a Client's change request, please refer to Change Control Process.
This overview includes the following topics:
Change Request Classifications
Who Is Authorized To Request A Change?
Change requests may be submitted by the Client, ZZZ, or XYZ. Depending on the service level agreement, the types of changes cover the following environments:
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The XYZ Managed Service Operations Center (MSOC) provides the Client with the ability to submit service requests by utilizing the Helpdesk System on the MSOC Portal via the Internet, or by telephone. Either process provides the capability of submitting any of the three types of requests:
Administrative Request (AR) — Does not affect production systems, and implementation times are minimal. For example: new user, change password, change rights . . .
Problem/Fix Request (PF) — This is similar to an administrative request except that you may be experiencing some outage problems. For instance, a server or a network may be down.
Change Request (CR) — A change request is associated with a change in the environment. For example, if you have a piece of hardware that is already installed, but is not currently configured in the infrastructure, a change request is required in order to make the hardware part of the steady state infrastructure.
When you submit any of the three types of service requests, you are required to assign a priority level, which identifies criticality of the problem and the level of support that is needed. The four priority levels and their definitions are:
Priority 1: Critical Impact/Urgent — The product, service, or network is not usable or affects the customer's core business. It is XYZ’s objective to respond to all priority 1 requests within fifteen (15) minutes.
Priority 2: Emergency Request — The Client needs a quick response for reasons defined by the requester. It is XYZ's objective to respond to all priority 2 requests within four (4) hours.
Reminder: Per contract, the Client is permitted only three priority 2 requests per month, which are included in the Client's monthly fees. There will be additional charges if the Client exceeds the limit of three priority 2 requests per month.
Priority 3: Major Impact — An important function or service is not available, however the environment can still be used. It is XYZ's objective to respond to all priority 3 requests within 48 hours and escalated appropriately.
Priority 4: Minor Impact/Informational — The product, service, or network is not seriously affected and is not currently affecting the customer’s core business. Or, this level of severity comprises shortcomings, suggestions, or questions. It is XYZ's objective to respond to all priority 4 requests within one week and escalated appropriately.
Change Management includes any type of change that affects the Client's environment. Examples of this include emergency reboots, scheduled reboots, and other changes performed by either the Client or XYZ that affect the server, network, or storage during, or outside of, a normal maintenance window.
When changes are known in advance, the customer should notify the MSOC manager. The MSOC manager begins the Change Management process by opening a ticket in Heat. The MSOC manager is the primary contact for the Client and continues to monitor and track the change request until it is completed.
When XYZ requires the utilization of the regular maintenance window, the MSOC manager begins the Change Management process, including opening a ticket in Heat. The MSOC manager contacts the Client to inform them of the upcoming change. The MSOC manager is the primary contact for the Client and continues to monitor and track the change request until it is completed.
If a Client needs to make modifications that require a reboot of the system, the Client should call the MSOC manager to implement this change immediately. The MSOC manager verifies that the person calling is authorized to request changes of this nature. Once the Client is verified, a ticket is opened to track the change. The Client receives a ticket number for tracking purposes. The MSOC manager is the primary contact for the Client and continues to monitor and track the change request until it is completed.
NOTE: With proper authorization, an MSOC Administrator may perform this function for the MSOC manager.
The individuals who are authorized to request a change differ depending on which entity originates the request.
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Client |
The Client's authorized requesters are pre-defined during phase IV of the post-sales process. During this phase, the MSOC manager is responsible for contacting the Client to obtain the name(s) of the individual(s) who are authorized to request changes. Click here for the current list of authorized requesters for each Client. Click here for the form that is used to gather the authorization information from the Client. |
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ZZZ |
For a current list of the ZZZ authorized requesters, see Contact Information. |
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XYZ |
The XYZ authorized requesters include:
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NOTE: Emergency requests will be handled on an ad hoc basis and must be thoroughly documented to include the requester's complete identification, which may require a specific authorization code. |
Most change requests are to be submitted via the XYZ Managed Services Web site at www.XYZhs.com. However, emergency requests can be handled on an ad hoc basis, via the telephone, but must be thoroughly documented to include the requester's complete identification, which may require a specific authorization code.
NOTE: A change request must be received no later than the close-of-business on Friday to be reviewed and considered by the Change Control Board on Thursday of the following week. Any request received after the close-of-business on Friday will not be addressed until the Thursday of the week following next week.
When a request is received, use the Requests For Service procedure to accommodate the Client's needs.
The Change Control Board (CCB), which meets each Thursday, consists of personnel from ZZZ and XYZ. The current members are:
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XYZ |
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ZZZ |
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NOTE: A change request must be received no later than the close-of-business on Friday to be reviewed and considered by the Change Control Board on Thursday of the following week. Any request received after the close-of-business on Friday will not be addressed until the Thursday of the week following next week.
There are three categories into which a decision may be defined:
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Approved |
The Client is informed when the change will be performed. |
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Declined |
The Client is informed why the change was declined. This may require that a completely new sales process begin in order to define specific requirements. |
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Postponed |
The Client and the CCB mutually agree to postpone the change until a later date. This may require that a completely new sales process begin in order to define specific requirements. |
While an immediate acknowledgement is provided the Client, the turnaround time for scheduled changes is within one week from the day the request is reviewed by the CCB. Many tasks associated with a request may be performed the same day, or within one week from the day the request is approved.
A change request must be received no later than the close-of-business on Friday to be reviewed and considered by the Change Control Board on Thursday of the following week. Any request received after the close-of-business on Friday will not be addressed until the Thursday of the week following next week.
NOTE: Emergency requests will be handled on an ad hoc basis and must be thoroughly documented to include the requester's complete identification, which may require a specific authorization code.
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