IT Infrastructure Change Management Gu

Change Categories:
Normal - Planned changes that meet risk-based lead time requirements
Expedite - Changes with increased urgency that can't meet risk-based lead time requirements of a Normal chan
Emergency - Changes required immediately to restore service, or prevent imminent service outage. (If no wor
Emergency changes are exempt from lead time requirements)

Risk Levels:
High - Service/business impact or outage and/or significant coordination required
Medium - Outage/service impact posssible and/or coordination required
Low - No outage or service impact/no coordination required

Request Lead Time (minimum):

(Lead time is determined by the difference in days between the date when the request is submitted, and requested im
High risk - 10 calendar days
Medium risk - 7 calendar days
Low risk - 48 hours

Form Process: *Note - Changes are not to be implemented without proper approval
Requestor completes all required fields of the Request for Change (RFC) form.
Requestor emails completed RFC form to Functional Approver for review and approval with DL-GIS IT Change M
(Functional Approver is the manager to whom the requestor reports). *Note: Requestor cannot be the same
may appoint a delegate to approve changes. If a delegate approves a change, the manager retains full account
granted.
Functional Approver or delegate sends approved RFC form back to requestor with 'Approved' (or similar) in the b
the request is rejected by the approver, the requestor must revisit steps 1 and 2 with updated RFC).
Change Management will then review the RFC and reply to the email thread with 'Approved' (or similar) in the b
request is rejected by Change Management, the requestor must provide clarification, and/or revisit steps 1, 2 an
Once approval has been granted by both the Functional Approver and Change Management, the change can be
approved change window.
Requestor implements change, or coordinates implementation with team(s) required to implement within the ap
If AMI (Application Master Inventory) update is required, requestor will update AMI as needed before submitting
Upon completion, requestor updates 'Closure Code' field on RFC form, and adds implementation outcome/comm
Requestor sends completed RFC form to Change Management team (via DL) for upload to IT Operations ShareP

For assistance with the RFC form, please contact the Change Management team via DL-GIS IT Change Managem

**If there are any questions/issues/concerns with this process, contact IT Operations Manager To
immediately – Otherwise, requestor is expected to adhere to this process until further notice.**
**If there are any questions/issues/concerns with this process, contact IT Operations Manager To
immediately – Otherwise, requestor is expected to adhere to this process until further notice.**
gement Guidelines

irements of a Normal change

service outage. (If no work-around exists--

ubmitted, and requested implementation date.)

out proper approvals!

with DL-GIS IT Change Management carbon copied

stor cannot be the same as the approver. Manager
anager retains full accountability for any approval

proved' (or similar) in the body of the email reply (if

updated RFC).
roved' (or similar) in the body of the email (if the
nd/or revisit steps 1, 2 and 3 with updated RFC).
ement, the change can be implemented within the

o implement within the approved change window.

needed before submitting RFC for closure.
mentation outcome/comments.
d to IT Operations SharePoint.

L-GIS IT Change Management.

Operations Manager Tom Narsavage

ntil further notice.**
Operations Manager Tom Narsavage
ntil further notice.**
Change Category Change Risk

Normal High
Expedite Medium
Emergency Low
Outage Required? Closure Codes

Yes Completed Successfully

No Partially Completed (provide details in Comments section)
Backed Out (provide details in Comments section)
Cancelled
 IT Infrastructure Request for Change (RFC) Form
This form is intended to capture all the information necessary to implement a change for the Ortho enterprise environment. Once completed, form is to be submitted to line manager for approval ( i.e. James
Cooney for Compute Services, John Mitchell for Network, etc .---DL-GIS IT Change Management should be in CC on all change requests).

Click here to review request submission Guidelines

Request Submission Date:
Requestor Name: Surjit Singh
(Date that the request is submitted to CM Team) 1/22/2020
Scheduled Start Day/Time:
(d-mmm-yyyy h:mm) (Eastern Time) 2/1/2020 6:00 PM ET
Requestor Phone: 1 5857557058

Scheduled End Day/Time:

(d-mmm-yyyy h:mm) (Eastern Time) 2/1/2020 8:00 PM ET
Requestor eMail: [email protected]

The following section is intended to capture all of the required information for review & approval. All fields are required unless otherwise noted.
Upgrade the Cognos database SQL SERVER from 2014 to SQL Server
2016
Change Summary: Change Category:
(Brief summary of request)

Upgrade the Cognos database SQL SERVER from 2014 to SQL Server
2016
Change Risk:
Change Details:
(Full description of work to be done)
Outage Required?
(If Yes, details must be provided in Outage
Impact field below)

To use the enhanced features of 2016 also dev,QA SQL Server The SQL Server instance will be unavailable when the upgrade from
already been upgraded and tested. older version to newer version in in progress and Application team
when be. The process has been tested on a development and QA
server. The unavailability of the service has been communicated by
the Veronika and agreed to by the business. Veronika/Tanmoy Koley
Reason for Change/ Outage Impact from Application team will be working with DBA and monitoring for
Business Justification: (Expected duriation of outage, and who/what any possible application issues which will require Database
(Must be provided for all changes) will be impacted?) Admin/application team to resolve any issue.

Change Driver
AMI Update Required?
(If your change is being driven by a specific IN, N/A
(If yes, provide details of what needs to be
SR or project request, provide reference
updated in Affected CIs section)
number; otherwise N/A)
The server upgrade is the standard process and will be executed and
Test Plan screenshots are logs will be provided to confirm the upgarde has been Backout Plan The backup of the system databases will be taken and will be restored when
(What steps will be taken to confirm sucessful. Check the version of the SQL Server from MMC which (What steps will be taken if implementation case the backout plan. 1) uninstall the existing SQL server. 2) Install the SQL
implementation was successful?) should show "Microsoft SQL Server 2016 (SP2)" was unsuccessful?) Server 2014 edtion. 3) Restore the system databases.

Emergency Change Justification: Closure Code:

(For Emergency change requests only)
 Cognos SQL Server: SERVERS HAS BEEN SUCCESFULLY UPGRADED TO 2016 AND
LEBPDVWBI13.ad.orthoclinical.com (6:00 PM-7:00 PM EST) APPLICATION TEAM HAS CHECKED CONFIRMED THE APPLICATIONS
LEBPDVWBI14.ad.orthoclinical.com (7:01 PM -8:00 PM EST) ARE WORKING FINE.

Implementation Outcome &

Affected CIs:
(e.g. servers, network devices, applications) Comments:
(Must be provided for all changes)