Request for Change Process

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Joleen Mason
9 years ago
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1 Request for Process

2 Currently we have an unstructured and inconsistent approach We need a site for a research project where Our site needs a do we go? major redesign We need our video to be available in China Where do I get help for SEO? We need a video for the School web pages What web address should I use? We have a site but we would like it within the CMS We want to promote something through Facebook what is the best way to do this? Our School needs a unique look and feel

We need a video for the School web pages What web address should I use?

3 Provide structure Our site needs a major redesign We need a site for a research project where do we go? Where do I get help for SEO? We need our video to be available in China We need a video for the School web pages We have a site but we would like it within the CMS We want to promote something through Facebook what is the best way to do this? What web address should I use? Our School needs a unique look and feel

We need our video to be available in China We need a video for the School web pages We have a site but

4 Make it easier for business owners to get meaningful responses through consistent workflow Business owners Agree candidates to be put forward as Request for / Support and ensure that only relevant and appropriate requests are raised Submit Request for / Support Test & approve changes Advisory Assess change risk Assess change impact Escalate change request as required Prioritise change request Approve or reject change request

requests are raised Submit Request for / Support Test & approve changes Advisory Assess change risk Assess

5 Through clarifying roles, responsibilities and processes Standard change Business as Usual / Standard Standard Content Approval Cycle Minor, significant or major change *Non Business as Usual 1 Sponsor (Business Unit Manager / BDO) Initiator (Only approved Initiators can initiate a change) Request a New Site 2 Develop Existing Site or Request for Support

Business as Usual 1 Sponsor (Business Unit Manager / BDO) Initiator (Only approved

6 RFC workflow overview 1 Sponsor (Business Unit Manager / BDO) Initiator (Only approved Initiators can initiate a change) Request a New Site 2 Develop Existing Site or Request for Support Request logged, analysed & assessed (Minor, Significant, Major) 3 Provide more detail: Proposal for development of major redesigns and/or new sites Major Category Significant Minor Approved / Rejected Advisory (Escalated to senior level as required) High Risk & High Impact Approved / Rejected University Digital Board

Major) 3 Provide more detail: Proposal for development of major redesigns and/or new sites Major Category Significant Minor

7 What might be a typical change request 1. to an existing core site or request for digital support services. 2. New Core Site - A site built using the standard core University design with a qub.ac.uk URL - e.g Major redesign - A Queen's-branded website with a qub.ac.uk URL - e.g A new non-core Queen's website (incorporating your own logo) with a qub.ac.uk URL 5. A website for an joint initiative involving external partners where Queen's is the lead partner - this type of website must be Queen's-branded and use a qub.ac.uk URL (e.g. or sub-domain (e.g.

Major redesign - A Queen's-branded website with a qub.ac.uk URL - e.g. http://www.qub.ac.uk/folder 4.

8 What might be a typical change request 6. A website for a joint initiative involving external partners where all partners are equal - this type of website can be non-queen's branded and use a non-queen's domain (URL). 7. Hosting for a website using technology other than the centrally-managed TerminalFour Site Manager CMS. 8. To migrate an existing website to the centrally-managed TerminalFour Site Manager CMS. 9. Non-core / satellite sites. Note: Business units must work on custom design solutions only as a last option and where a clear business need has been established.

use a non-queen's domain (URL). 7. Hosting for a website using technology other than the centrally-managed TerminalFour Site Manager CMS. 8.

9 roles & responsibilities Advisory Sponsor Initiator Manager Approver Tester Builder(s)

10 sponsor Sponsor

11 initiators Initiator

12 manager Manager

13 advisory Advisory

14 builder(s) Builder(s)

15 tester Tester

16 approver Approver

17 priority matrix Emergency High Medium Low Needs actioned immediately (emergency change process). Critical business reason for immediate action or issue causing loss of service or severe usability problems to a larger number of Users, a mission-critical system, or some equally serious problem. Immediate action required. Urgent Digital Operations Group Emergency Advisory meeting may need to be convened. Resources may need to be allocated immediately to build such authorised changes. Needs actioned within one working week. High priority / strategic business need or issue severely affecting some users, or impacting upon a large number of users. To be given highest priority for change building, testing and implementation resources. (other than emergency). Needs actioned within four working weeks. No severe impact or immediate business requirement, but request. To be allocated medium priority for resources. Needs actioned by the indicated date. A change is justified and necessary, but can wait until the next scheduled release or upgrade. To be allocated resources accordingly

Immediate action required. Urgent Digital Operations Group Emergency Advisory meeting may need to be convened. Resources may need to be allocated immediately to build such authorised changes.

18 category matrix Impact High Medium Low High Major Major Major Risk Medium Major Significant Significant Low Major Significant Minor

ITIL Example change management procedure

ITIL Example change management procedure An example change process diagram Change Intiators outside IT (users/customers/supplier/etc.) Change Initiators IT SERVICE DESK Filters change requests RFC REJECT