InformationTechnologyServices

ServiceManagementandProgramGovernance
StandardChangeModelWorkInstructions

Table of Contents

PurposeofthisDocument.........................................................................................................................................2
DefinitionofaStandardChange..2
StandardChangeModelQualifications.....2
StandardChangeModelContent...3
UsageofStandardChangeModelsforSimilarServicesandDevices....3
ProcessFlowforPromotingaNormalRFCtoStandardChangeModel..4
StandardModelTemplate...5
EnterpriseStandardChangeProcess...7
CustomerApplicationsBranch(CAB)StandardRFCProcessw/SubPolicy..8

PurposeofthisDocument:
ThisdocumentcontainsinformationontheStandardChangeModelPromotionProcessincluding;thequalificationsanRFC
musthavetobeconsideredforaStandardModelcreation,theprocessflowforcreationofaStandardModel,andthe
evaluationcriteriatobeusedwhendeterminingwhetheranRFCcanbepromotedtoaStandardModel.Italsoincludesa
linktoatemplatetobereferencedwhencreatinganRFCintendedforStandardModelcreation.Thetemplateisareference
documentandshouldnotbeusedinlieuoftheautomatedprocessforrequestingaStandardModelusingtheService
ManagementSystem(SMS)

DefinitionofaStandardChange:
AstandardchangeisachangethatispreapprovedbyChangeManagement,evaluatedlowrisk,relativelycommonand
performedaccordingtoastandardoperatingprocedure(SOP)orworkinstructions.Standardchangesarepreapprovedand
havetheirownworkflow(seebelow).Theycanbeprocessedinapreestablishedmaintenanceperiod,orwhenthereisno
impactonbusiness

Thepurposeofstandardchangesistoservethebusinessneedsbetterbybeingabletohandlechangesresponsiblywiththe
leastamountofbureaucracy.Tothatend,standardchangesareawayofexercisingappropriatecontrolwithouttakingmore
timeorresourcesthanareneededtoprotectbusinessoperations.

StandardChangeModelQualifications:
ThefollowingoverarchingcriteriamustbemetinorderforanRFCtobeconsideredforStandardModelCreation:

1. Thechangehasproventobefailsafethroughsuccessfullydocumentedimplementationatleastonceinthesame
environmentusingtheNormalRFCTypeclassifiedasLowRisk(i.e.therequestedchangeinvolvesinconsequentialor
noidentifiedriskorimpact)
2. ThereisnoriskofanunplannedServiceoutageandorupstream/downstreameffectsonotherServices
3. IfaServiceoutageisnecessary,itispreauthorizedbythecustomer(s)andapplicableITSmanagementstaffand
occursinapredefinedmaintenancewindowauthorizedbyallaffectedDepartments
4. AStandardModelforaspecificServicemustbeapprovedandactivatedthroughvettingbytheChangeControl
BoardandChangeManager

OnceaStandardModeliscreatedtheuseragreesbythefollowingterms:
ServiceLead,CCB&ChangeManagementTeam(CMT)approvalsarenotrequiredforimplementation
Customerapproval(s),ifnecessary,mustbeobtainedbytheImplementerandareNOTfacilitatedbyCMT
Customernotification(s),ifnecessary,areNOTfacilitatedbytheCMT
NotificationstocustomersandITSteammembersmustbefacilitatedbytheimplementer

*Pleasenote:AStandardchangemodel,oncecreated,cannotbemodifiedorutilizedtoaccommodateavariationin
implementation,validation,orbackoutplansasdocumentedwithinthemodel.ForfurtherinformationonwhatFieldscan
bemodifiedwithinaStandardchangeandwhichfieldsarestaticpleaseseebelow.

StandardChangeModelContent:
AlthoughastandardChangeshouldcontaintherequiredinformationasanytypeofchange(SeeWorkInstructionsfor
DraftingaRequestforChange)staffshouldconsiderthefollowingguidelineswhentheydraftaNormalRFCwiththeintention
ofitbeingpromotedtoastandardModel:

ManyofthefreeformfieldswithinanRFC(Technical/BusinessValidationPlans,ImplementationPlans,BackoutPlans)can
NOTbeeditedoncetheChangeispromotedtoastandardmodel,thuswhendraftinganRFCforthepurposeofitbecominga
StandardChangeModelprecautionsmustbetakenwhenwritingtheRFC:

Thechangemodelmustdescribethestepsnecessaryforimplementingthechangeintheformofasystem
implementationplan(SIP)orStandardOperatingPlan(SOP).Specificworkinstructionsshouldalsobeincluded,as
needed,toensurethateachstandardchangewillbeimplementedinaconsistentmanner.
Implementation,Validation,BackoutPlans,BusinessReason,etc.cannotbemodifiedoncethestandardmodelis
approvedthustheseplansandstepbystepinstructionsmustbewritteninamannerinwhichtheycanbeexecuted
onverysimilarservices/deviceswithouttheneedtoaddasteporremoveastatementfromanyoftheplans.
LeavespecificdetailsoutoftheSOPs/plans.Donotmentiondates/times,staffnames,servernames/routernames
orIPaddressesinthebodyofanyofthefieldsdesignatedasstatic.Thisinformationmustbeplacedinthe
descriptionfieldofeachsubsequentRFCtomaintainflexibilityforfutureuseofthemodel.

UsageofStandardChangeModelsAgainstSimilarServicesandDevices

StandardModels,asstatedabove,areusedtodocumentanactivitythatisoftenrepeatedthatfallsundertheauspicesof
ChangeManagement(i.e.theweeklyMainframeIPLs,P2V,monitoringagentinstalls,etc.).StandardChangescanalsobe
usedtomakechangestomultiplesimilardevicesthatcarrythesamemanufacturer/modelnumber,runthesameOS,and
havethesameconfigurations(i.e.AproposedstandardisbasedonanapprovedNormalchangethatwassuccessfully
completedtomigrateserverABCfromonestoragearraytoanother.Thenewmodelcanthenbeusedtomigrateadifferent
serverXYZfromonestoragearraytoanother.)

AnotherexampleofaStandardchangemodeldesignedformultiple,similar,devices,isUPSbatteryreplacement;aslongas
theplansandproceduresforreplacingabadbatteryonaUPSisthesamethesizeofthebatteryortypeofUPSdoesnt
disallowuseoftheStandardaslongastheimplementation,validationplans,andbackoutplansdonotvaryfromchangeto
change.

ProcessFlowforpromotingaNormalRFCtoStandardChangeModel:
ThefollowingprocessflowdisplayshowaLowRiskNormalChangeispromotedtoaStandardModel

StandardModelTemplate:
ThetablebelowisareferencedocumentwhichlistsallofthefieldsinaStandardModelandindicateswhichfieldsarehard
codedwithinthemodel(i.e.static)andwhichfieldscanstillbeeditedinaStandardRFCusingamodel.Fieldsnotatedas
staticwillbecarriedoverfromthemodelintotheStandardRFCusingthatmodelandcannotbeedited.

*Note:Forasoftcopyofthistemplate,whichisformattedforuserdataentry,pleaseselectthislink

FieldName StaticorOpen Purpose

Field(canbe
edited)

StandardChangeTitle Static;copied Identifiesnameofmodelsoitcanbepicked

fromStandard fromadropdownlist
ChangeModel

RFCTitle Open Field BriefDescription;canbeeditedeverytime

modelisused

ServiceAffected Static;copied Onlyoneservicepermodel(i.e.Midrange,

fromStandard Mainframe,NetworkServices,etc.)
ChangeModel

Category Static;copied Onlyonecategorypermodel(i.e.UNIXServer

fromStandard Support,WindowsServerSupport,Network
ChangeModel MaintenanceandRepair,etc.)

TenantName Static;copied OwningSMSTenant(defaultstoISD)

fromStandard
ChangeModel

Description Open Field Detailsofwhatisbeingchanged,when,and

why

BusinessValidationPlan Static;copied Listanyadditionalinformationrequiredto

fromStandard validatefromacustomer/businessperspective
ChangeModel

TechnicalValidationPlan Static;copied Listplan(s)tovalidatethetechnicalsuccessof

fromStandard thechange
ChangeModel

ImplementationPlans Static;copied MustbewrittenasaSystemImplementation

fromStandard Plan(SIP)orStandardOperatingProcedures

ChangeModel (SOP)inastepbystepmanner.Stepscannot
varyfromChangetochange.Thesame
implementationstepsmustalwaysapply:

Listallactionsneededtostageanddeploythe
change

TechnicalAnalysis Static;copied Static;copiedfromStandardChangeModel

fromStandard
ChangeModel Describehowthesolutionwillfulfillthe
requirementsstatedintheBusinessReason
field

BusinessValidation Static;copied Enterthebusinessreason(purpose)forthe

fromStandard change.Abriefsummaryofwhythechange
ChangeModel needstobeimplementedfromthecustomers
perspective

BackoutPlan Static;copied Detailspecificremediationstepstobefollowed
fromStandard shouldthevalidationtestsfail.Thesemustbe
ChangeModel writtenasaStandardOperatingProcedure
(SOP)

AdditionalFieldsthatmustbeincludedontheStandardRFC(thesedonotcarryoverfromthemodel)
andwhichcanbeeditedwithineachStandardRFC.ThefieldsbelowareallOpenFields:

*=Required

PrimaryCI
*Location
Room,Closet,Floor
*StartDate/EndDate
*AffectedDepartments
Tasks
Note:EveryRFC(Normal,Emergency,andStandard)shouldbepeerreviewedtoensureaquality
implementation.SMSdoesnotrequireStandardRFCstobepeerreviewedbutitisbest
practicetodoso
PeerReviews
JournalNotes
AdditionalCIs

EnterpriseStandardChangeProcessFlow:
ThefollowingprocessflowdisplayshowaStandardChangeisimplementedwithinSMSusingaStandardModelwhichhasbeen
createdusingtheprocessdocumentedabove

StandardChangeProcessFlowforCustomerApplicationsBranch:
ThefollowingprocessflowdisplayshowaStandardChangeisimplementedwithinSMSusingaStandardModelthatwascreated
usingtheprocessdocumentedabovealongwiththeCustomerApplicationBranch(CAB)PolicyofaddingaPeerReview.

StandardChangePolicyforCustomerApplicationsBranch:
OneadditionalCABspecificpolicyistobeenforcedbyServiceLeads(usuallyApplicationProjectLeads)andServiceOwners(usually
DivisionManagers)withinSMSusingaStandardRFCModelbyallCABstaff.

AlltypesofCABChangeRequestsrequireaPeerReviewbyapersonotherthantheImplementer.

1. AssignPeerReview:
a. ThisisaccomplishedbyclickingonthePeerReviewtab.
b. StepstoassignandcompleteaPeerReview:
i. ClickonthePeerReviewbutton
ii. ClickontheTeamDropdownListBox,thenclickontheteamwhoyouwanttoreviewthisRFC.
iii. ClickontheAssigneeNameDropdownListBox,thenclickontheperson.
iv. Theywillreceiveanotification,whichtheywillneedtocompletebeforethisRFCcanbeimplementedand
closed.