Summary
If you, your group, or department will be implementing a change to an Information Technology system within the University of Kansas IT environment, or will be making a change that affects, or is adjacent to a University IT system, a change should be filed with the KU IT Department.
All changes should be submitted by Friday at noon and are not to take place any sooner than the following Friday after 5pm. It is recommended to submit changes at least two weeks in advance, and if a change has significant impacts, such as affecting the entire campus, it is recommended to submit it at least four weeks in advance.
Once submitted, KU IT will be in contact to collaborate and communicate regarding your change and its potential IT environment impacts.
Prerequisites
- KU Online ID
- You must have a valid KU online ID to file a change.
- Example: Jay Hawk's KU online ID is j123h456.
Reference Items
- Campus Public Change Submission Form
Submitting an IT Change
Follow the steps below to submit your change's details to KU IT. You can submit a change on behalf of another individual, as long as either of you have a valid KU online ID.
- Navigate to: https://services.ku.edu/TDClient/812/Portal/Requests/ServiceOfferingDet?ID=2249 and click: Campus Public IT Change Submission.
- The change form will display. Enter the following:
- Change - CI: Select either application, server, or technical service offering and search for what is being changed. If you can't find your item, this can be left blank.
- Title: Brief description of what is being changed.
- Example: Upgrading Kiosk Payment System
- Requestor: this will auto-fill with your name, if you are requesting for another person, enter their name here instead.
- Enter or confirm the following:
- Acct/Dept: Will auto-fill with your department. Ensure this is accurate.
- Impact: Select whether the change affects a single person/user, group of people, university department, or the entire university organization.
- Urgency: Select how urgent or important this change is, either: low, medium, or high.
- Priority: Will autofill based upon your choices in steps 3b-c above.
- Responsible: Enter the name of a contact within the IT Department, or your IT representative. This person will be in communication with you before, during, and after the change, and will update your submission within the IT system as benchmarks are reached. If do not know or are unable to make a selection here, leave blank and continue to step 4 below.
- Enter the following information:
- Description: Provide additional information not included in the title
- Example: Upgrading the Kiosk Payment System from version 1.1 to 1.2 in order to stay up-to-date with latest feature release and PCI compliance.
- Justification: Why a change is needed or occurring (required by vendor, deprecation in service, security vulnerabilities, etc.).
- Example: If upgrade is not completed, we will be out of State and local compliance for payment processing.
- Implementation Plan: The general plan that will be followed in order to implement the change, including people, time, and place information.
- Example: On June 1st Jay Hawk will shut down the kiosk system and Payments LTD will remove and put in place new kiosk hardware in the Union Bookstore. The change is expected to take 3 hours.
- Risk and Impact Analysis: Expected risks and impacts of the change being made, such as: loss of service, system down, negative impacts to associated systems, and who those impacts will affect and/or where.
- Example: The entire point-of-sale system will be down in the Union Bookstore during the change, affecting all in-person sales and transactions. Online sales will not be affected by the change.
- Communication Plan: Who will be communicated with and how they will receive communication, in order to ensure all appropriate stakeholders are aware of the change and its risks and impacts.
- Example: Onsite and digital signage will be displayed one-week leading up to change to inform customers of downtime. Communication will be sent from the vendor to Jay Hawk, who will update the finance committee of start, end, and any issues.
- Backout Plan: The plan that will be followed in order to reverse any changes and revert the system to the original operating state.
- Example: A snapshot will be taken of all onsite servers before the change and physical hardware will be replaced and snapshot restored if change fails and backout is required.
- Test Plan: How the change has been tested to ensure that post implementation there are minimal or no impacts to the operating status of the system and associated systems.
- Example: Upgrade was tested in a test environment. Post-change, cash, credit card, and online to in-person pickup transactions will all be tested.
- Enter a start date, end date, then click: Submit a Change Request to send your change to IT.
- You will be contacted after your change is received outlining next steps, such as ensuring a responsible IT staff member is assigned to the change or for additional details.
- IT will review your change to ensure that minimal complications will arise from its implementation in our technology environment and respond with any needed modifications.
Next Steps and Communication
Once your change is submitted, the IT Change Manager will ensure that there is a responsible IT staff member assigned to your request. The responsible IT staff member will be in communication with you before, during, and after the change, and will update your submission within the IT service management system as benchmarks are reached.
Your Responsibilities
Once your request enters the service management system, you will receive notice that it has been received and when a responsible IT staff member has been assigned to your change. You must communicate with that staff member, via your choice of communication: direct messaging, email, or by responding to any of your change's KU Services email, regarding the following:
- Any modifications made, at any time, to the change's implementation plan, such as: date/time, location, what systems are affected by the change, who is affected by the change, etc.
- Notification of when the work is either complete or was backed out (and the system was reverted to its original operating state).
- Once completed, whether the work was successful, unsuccessful, or successful with issues.
- If the change was unsuccessful or successful with issues, an explanation of what the issues were, and any future plans or actions that will be taken to address them.
- Any other relevant information affecting the implementation of the change, factors to consider, etc.
KU IT's Responsibilities
Once your change is received by the KU IT Department, the IT Change Manager and the IT Change Advisory Board (CAB) will collaborate with you and the responsible IT staff member in order to evaluate and address total IT environment impact and ensure that appropriate communication is made to stakeholders for the change.
Article Changelog
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- <Description of change, including what changed and where in the article.>