Sample Considerations

Change Risk:  Low Risk

• Only impact one customer group
• If the change fails, only a few users from a single customer site will be affected and recovery will be quick and low effort
• Can be implemented at any time
• Requires approval for completeness of change instructions from colleague or supervisor

Change Risk:  Medium Risk

• Affects one or more functional groups
• If the change fails, many users from a single customer will be affected and data corruption may result
• Can only be implemented during a customers secondary service window
• These changes include application hot-fixes, security updates and patches. All aspects of the change are required in write-up, must be done during secondary window, not primary, unless emergency or requested by customer

Change Risk:  High and Emergency Risk

High Risk

• Impacts one or more functional groups, requires coordination of the change
• If the change fails more than one customer will be affected
  • Note: this is a consideration for shared environments
• Requires approval from customer and an internal manager (s)
• Requires announcement of change
• Can only be implemented during a common secondary service window

Emergency Risk

• Must be performed to mitigate other, more significant risk
• May be performed if the customer system is down or in a degraded state
• May be performed if there is danger of an imminent failure
• Requires approval from customer and an internal approver – in advance if possible or after the change is made

Change Risk:  Maintenance and Support

Maintenance and Support

• Does not impact data and has minimal risk of an outage
• Documented instructions for completing the task exist
• Requires proper authorization from internal or customer rep (can be a primary user)
• Does not require internal approval process because it has been preapproved
• Include
  • Application configuration setting adjustments made in the interface of the App
  • User provisioning and maintenance
  • New system provisioning
  • Reboots performed during secondary service windows
  • See list of preapproved Maintenance and support services