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Information Technology “IT” change management can be defined as the act of supporting and managing any technical change within the City. Technology continues to progress, as does the way we do business. Integrating technical changes with a constantly evolving business is an area where IT must be diligent. While all changes are unique, standardizing how we request, manage, and deliver, a technical change is critical.

Change Management Process

Help Desk Tickets have three classifications - projects, change requests and support tickets.

SUPPORT TICKETS

Support tickets are minor issues/requests with infrastructure, endpoints or other IT devices and desktop software.

  1. Depending on the request, support tickets will be assigned to the Computer Operations Group, Applications or Infrastructure Group
  2. The infrastructure group will support tickets pertaining to networks, Wi-Fi, servers, systems, permission changes, or telecom issues.
  3. The applications group will receive tickets related to applications, integrations and database issues.
  4. All computer, peripheral, printer and desktop software tickets belong to computer operations.
  5. After a support ticket is received, it may be determined that the request or issue will require an extensive amount of effort. The IT team will turn this into a project/change request.

CHANGE REQUESTS

Change requests are tickets that will change a process. These are minor system updates or process changes. They do not need governance oversite and will not require extensive resources. While a change request does not have IT Governance oversite, new and completed change requests are included in the governance report.

  1. A change request is a small change in the way something is accomplished.
  2. These will not take significant resources.
  3. Change requests will not require project management or fall under IT Governance.
  4. The IT Governance report will list change requests, as they change how the city performs a task and IT must account for time spent working on the request.
  5. A Change request should help a user\team be more affective.
  6. Change request will have specified requirements and design prior to starting.

PROJECTS

Projects are requests or technical needs requiring a higher-level of support than standard change requests. It is very possible that a project can derive from a support ticket. A project will require planning, estimating and approval from the IT Governance Committee.

  1. Two groups oversee projects, City-Wide IT Governance and IT Leadership Team.
    1. IT Governance is a committee of different department heads within the city. They assist in prioritizing and keeping IT aligned with the City strategy. This team will also address potential or current roadblocks.
    2. IT Leadership is IT supervisors from Applications, Infrastructure and Computer Operations. Their role is to discuss new requests, existing projects and what is going to be presented to the IT Governance board
      1. This group will determine if a request is a project or support ticket.
      2. They will help estimate projects; determine project costs and work to keep projects on track.
  2. The Governance Board meets quarterly
    1. New projects are presented and estimates for time and costs will be provided.
    2. The board will prioritize projects based on criticality, level or effort, and impact to the city.
      1. Project owners and representatives will have the opportunity to attend and discuss their project.
    3. Existing project updates will be provided. If there are any issues the board will have the opportunity to discuss
  3. A project is pending until the IT Governance Board has approved it.
  4. If the IT leadership team determines a project is urgent, the governance committee will be notified requesting approval to move forward.
  5. Prior to starting a project, funding will be identified.
    1. If the request is not budgeted, the business and IT will identify its funding.
    2. The committee may leave a project pending into future budget years when funding becomes available.
  6. All projects must follow Project Management standards.
    1. Project Initiation
      1. Project Charter\Initiation
    2. Project Definition & Planning
      1. Scope, Budget, Work Breakdown, Gant Charts, Change Mgmt. Plan, Risk Identification
    3. Launch or Execution
      1. Status Tracking, Key Performance Indicators “KPI’s”, Quality, Forecasting
    4. Performance & Control
      1. Objectives, Deliverables, Effort and Cost, Performance
    5. Project Close
      1. Postmortem, Punch list, Reporting

Project Management