Change Definitions and Lifecycle

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Category: Changes

Changes

Change Type and Status Overview

With our strategic decision to move Changes back to Freshservice, to leverage less tools, more process workflow, and better reporting, we have introduced Change Types, and the Status Sequences.
This document provides a high-level overview of the process and definitions.
We currently do not have the Change Lifecycle turned on that will naturally sequence our 3 different change types through the proper sequence.
- We do plan to turn that on after we gain more clarity around definitions and process.

Operational Management

Each team member has access to this real time change report that focuses on all changes by status Report
Managers meet bi-monthly to review changes as a management team.
Weekly changes are shared with all BTech for changes planned for the week.
Daily changes planned for the day are emailed to the change owner to ensure we are on track with the change
- This same report is emailed to Directors and the Service Desk to be prepared
- Planning to incorporate communication management with all changes impacting customers in 2025 and beyond.

Approval Hierarchy

Level 0: Can be done (with your team) without approval (Low risk, repeatable, preapproved).
Level 1: Directors - Requires a charter, cross product/team, budget impacted.
Level 2: Steering Council - Directors will escalate as appropriate.
Level 3: Executive Committee - Directors will escalate as appropriate.

IMPORTANT TO HAVE THE FOLLOWING FIELDS COMPLETED BEFORE REQUESTING APPROVAL
- Ensure your description is concisely filed out and is easy to understand the scope of the change being requested.
- Business Value and ROI
- Business Impact (Service or End-Users)
- Effort
The CAB may request you join the weekly Directors CAB meeting on Thursday at 7:30 am Pacific Time to better explain your change.

Change Types

Standard:
- Low risk, repeatable, preapproved. you can do this (with your team) without approval.
Normal:
- Intermediary risk, not urgent or pre-approved.
- You need others to complete (approval required)
Emergency:
- Urgent, present high risk if not addressed promptly.
  - Reach out to directors immediately (approval required)

Change Status

Awaiting Approval:
- Waiting for approval from below hierarchy to proceed with change.
  - You must assign the approver at the bottom of the change record (Select Standard CAB).
  - That will auto notify that person and update the Approval Status.
  - No start/end dates required.
Backlog:
- Awaiting scheduling of work.
  - All backlog items will be addressed within the next 18 month.
  - No start/end dates required.
Planning:
- Work scheduled.
  - Has been added into the next sprint.
  - All planning items will be addressed within one quarter.
  - Start Date required.
In Progress:
- The change is currently being worked on.
  - Start Date required.
  - End Date is required.
  - Date you plan to deploy is required.
  - Get your communications and Service Desk FYI in place on this end date.
Pending Review:
- The solution has been built, in testing, and under review by the stakeholder(s).
  - Get comm's and training material set up.
  - Awaiting deployment.
Cancelled:
- The change has been cancelled and will not be worked on.
  - No start/end dates required.
Closed:
- The change has been completed and deployed to production.
  - End date required.

Change Sequence

Change Type Status Sequence Description Requirements STANDARD Backlog Awaiting scheduling of work. No start/end dates Planning Work scheduled.
Has been added to the next sprint. No start/end dates
In Progress The change is currently being worked on. Start Date
Estimated End Date Closed Change has been Completed and deployed to Production.

End Date

Canceled Change has been canceled and will not be worked on. No start/end dates Normal Awaiting Approval Waiting for CAB approval. No start/end dates Backlog Awaiting scheduling of work. No start/end dates Planning Work scheduled.
Has been added into the next sprint. No start/end dates
In Progress Change is currently being worked on. Start Date
Estimated End Date Closed Change has been completed and deployed to production. End Date Canceled Change has been canceled. No start/end dates Emergency In Progress Change is currently being worked on.
Pending Review The solution has been built, tested, and reviewed by stakeholder(s).
Get communications and training material setup.
Awaiting deployment.
Closed Change has been completed and deployed to production. End Date Canceled Change has been canceled. No start/end dates