Change Management Exemption process for change requests

line with ITD Change policy section 2.8 Exemption Policy IT Change Methodology has built-in flexibility to manage changes outside of ITD Change Process or during Change Freeze periods. This allows Directors/Managers to assume responsibility for the risk of the change proceeding outside of the Change Process.

3.8.1.

Complete remedy change request in line with normal change Management process

Purpose

Provides a mechanism for Change Coordinators to raise Change requests.

Trigger

Change request submitted by a Change Coordinator.

Inputs

Details of the request.

Description

The change coordinator completes a Change Management request as per Normal Change Management process.

Outputs

Change Request status - Planning in Progress.

3.8.2.

Seek exemption

Inputs

Change Request status ? Planning in Progress.

Description

The Change Coordinator in consultation with the Change Manager determines to proceed with the implementation of the change within the exemption period.

Outputs

If Yes, then go to 3.8.3 Change Management exemption request.

If No, then go 3.8.7 Normal Change Management process.

Inputs

Change Request status ? Planning in Progress.

Description

The Change Coordinator in consultation with the Change Manager determines to proceed with the implementation of the change within the exemption period.

3.8.3.

Change management exemption request

Purpose

To validate if the exemption request to be undertaken within the Change Freeze period, is viable from a business and technical perspective.

Trigger

A change coordinator has raised a Change Management exemption request.

Inputs

A request record.

Description

The change coordinator completes a Change Management exemption request, seeking exemption for the implementation of their change within the change freeze period.

Outputs

Change Management exemption request.

3.8.4.

Review Change Management Exemption Request

Purpose

To review the request and confirm validity in proceeding.

Trigger

Approvers have assessed a request.

Inputs

Reviewed request.

Description

The approvers of the exemption request must assess if the request is viable to be undertaken within the Change Freeze period.

Outputs

  • Reject request record.
  • Approve request record.

3.8.5.

Approved?

Purpose

To determine if the change will proceed within the exemption period.

Trigger

Change exemption request has been approved by all approvers.

Inputs

Approved exemption request.

Description

The exemption request has been technically and practically accessed in proceeding within the exemption period.

Outputs

If Approved, then go to Create a ?Resolved? Service Request in Incident Management tool (Automatic).

If No, then go to 3.8.7 Normal Change Management process.

3.8.6.

Relate service request

Purpose

To relate approved Service Request.

Trigger

Approved service request.

Inputs

  • Approved service request record.

Description

The Change Coordinator of the approved service request will relate the service request to the Change Request with a status of ?Planning in Progress?.

Outputs

Approved service request related to Change Request.

3.8.7.

Normal change management process

Purpose

To follow Normal Change Management practice.

Trigger

Change record status ?Scheduled for Review?.

Inputs

Approved service request related to Change Request.

Description

The change request will be reviewed by the Change Manager to determine that the change is fit for purpose technically, and that the implementation plan, back-out plan and test plan is correct and conforms to ITD Change Management practices.

Outputs

Approved or Rejected change request.

3.8.8.

?Rejected? and advice change coordinator

Purpose

To advise the Change Coordinator of all non-viable or unapproved exemption requests and set the record status to ?Rejected? in preparation for closure.

Trigger

A exemption request is deemed to be not viable or is not approved.

Inputs

  • A non-viable request.
  • An unapproved request.

Description

The Change Coordinator will be advised that the request shall not be proceeding and given the reason(s) why. Via email.

The status of the request will be set to ?Rejected? and the request will remain in that status for an agreed timeframe.

During the agreed timeframe the request will be deemed to be in a warranty period. The Change Coordinator can raise questions about the rejection during the warranty period.

Outputs

  • Change Coordinator notification email.
  • Non-standard request record with a status of ?Rejected?.
Purpose To ensure that all requests are closed once completed or declined.

Trigger

A completed or declined request record that has come to the end of its warranty.

Inputs

  • A completed request record.
  • A rejected non-standard request record.

Description

The request record will be closed automatically (within 5 days) in the Remedy SRM system if no objection has been received from the Customer within the agreed warranty period.

Outputs

A closed request record.

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