Change Management

Change Management

Introduction

The following procedure ensures that we consistently manage change requests.

A change request is defined as a request to modify a service. It is important that we handle these requests on a consistent basis, with appropriate oversight.

Procedure

1.    Open Issue in Zoho Project (TBS:GP-Billing Product) and assign to Development team

This will ensure a consistent approach and oversight.

2.    Management of Tasks

All tasks must be managed through development, testing, and release lifecycle.

3.    All Logons to Production Environment Must Be Recorded in CAB in Zoho Learn.

Create a CAB from a template and store in ISO Appendix in Zoho Learn.

4.    Change Requests Must Be Submitted to the Head of Operations.

Records of these requests must be maintained.

5.    Head of Operations Must Approve Changes, Prior to Deployment.

Approval must be recorded in the CAB before changes are applied.

6.    All Change Windows Must Be Scheduled Outside of Working Hours.

These are typically 9 to 5, Monday to Friday – ensure change freezes are not in place.

7.    Every Change Request Must Have Detailed Backup and Roll Back Procedures.

This ensures we can return to the pre-change state, in the event of error.

8.    Every Change Must Have Defined Test Process in Place and These Tests Must Be Successfully Completed Before the Change is Concluded.

No change can be completed without a test plan.

9.    Any Unsuccessful Changes Must Be Formally Reviewed by Head of Operations and Lessons Must be Captured and Fed Back into Existing Processes.

If You Are Unclear on What to Do.

You must contact your line manager for guidance.

Procedure Review

This procedure has been approved by an Executive Director and must next be reviewed by 31st May 2024.


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