Purpose, Scope, and Objective
The purpose of the Change Advisory Board (CAB) is to ensure that an effective change management process is followed. The change management process, defined by the CAB, provides a standardized method to efficiently execute change. The scope of CAB’s role includes receiving and reviewing proposed additions, modifications, or removals to any university IT system with the potential to impact the university’s operations and the customers. Changes where the impact on the customer is unclear are also submitted to the change management process for better visibility, impact analysis, and communication. The change management process is a structured approach that involves recording, evaluating, authorizing, planning, testing, communicating, documenting, implementing, and reviewing. Through adherence to this process, CAB can achieve its overarching objective to facilitate successful changes while minimizing risk and impact on the university.
As the stewards of changes to IT systems at UConn, CAB is also responsible for continually evaluating the success of and making informed improvements to the process and tool. External and internal metrics developed will examine the extent and degree of impact and the effectiveness of communication to promote transparency and increase awareness of IT changes.
External metrics: Feedback from the university community will largely supply the data for improvements. Sources of feedback and collection methods include:
- Targeted conversations with key stakeholders and the technical governance group
- MyUConn app
- Interactive change calendar
Internal metrics: CAB will also collect and analyze the
- number of failed changes
- number of unplanned and emergency changes
- average lead time to change (request to completion)
The methods and mechanisms for gathering this information will also be evaluated and modified accordingly.
Types of Change
CAB categorizes changes into three types:
Standard changes have a very low risk and a known outcome. They are relatively common, follow a procedure or work instruction, and need minimal communication. Standard changes require approval from assignee’s supervisor.
Non-standard changes are often non-trivial changes to services, processes, and infrastructure. The change may have a significant impact or is considered a critical service. It requires communications to end users or the campus community and must allow for internal and external planning. Non-standard changes must go through assessment, authorization, CAB review, and scheduling before implementation.
An expedite change is selected to address a break/fix, an unplanned change based on a customer’s request, vendor availability, or a degradation of service. Expedited changes require assignee’s supervisor approval when time permits. Notification is sent to CAB and the service manager. The expedite change may be documented after the problem has been resolved and may be linked to an incident or global issue ticket.
Roles and Responsibilities
The membership of CAB is composed of UITS managers with a clear understanding of services, the change management process, and university business. In addition to CAB, the following groups contribute to and play a role in the change management process.
Requestor: Request submission
Technician: Initiation, documentation, scheduling, implementation, completion
Supervisor: Evaluation, approval
Change Manager: Schedule and facilitate CAB meeting; review all RFCs prior to CAB meeting; communicate with requestor/assignee of any issues pertaining to updates to RFC; create escalation, notifications to groups (e.g., service managers, senior team, list-serve, ITStatus); create reports on changes for CAB review
Meetings, which occur weekly, consist of the following:
- Review of non-standard changes
- Post implementation review of unsuccessful changes
- Periodic review of all expedite changes
- Periodic review of standard changes
- Periodic review of change management process