Change Management in IST Client Services

Client Services is responsible for the desktop computing environment including the software, tools and techniques and the consulting, training, communications and services required to support this environment for members of the UW community. These services are constantly changing to meet changes in technology and the evolving needs of the University. This document describes the change management process used by Client Services.

Planning, Coordinating and Scheduling

Requests and motivators for changes come from a variety of sources internal and external to Client Services and IST. Most of the client-initiated requests for change are very specific and typically only affect the specific client or client group. This would include, for example, userid and account administration functions, workstation upgrades, software installations. Planning and authorization are straightforward and involve verifying that the client has the authority to request the change, planning the change with the client and tracking the change using the Request Tracker.

Other changes may be to services offered or supported by Client Services. This might include, for example, the training programs, the application or desktop environments (e.g. Vista). Planning for these changes may take place at the subgroup level (e.g. staff responsible for course development in a particular topic area) or at the Client Services group level. Planning and consultation would be with IST advisory groups (e.g. iWAG, WebTech) or management. Planning might also include representative client groups such as FACCUS and the Admin Support Group.

Communication

The Request Tracker (RT) is the primary communication mechanism for client requested changes. Clients are informed at each stage of the resolution of the request and the RT item is used as a communication mechanism between the client and Client Services staff.

Changes to services are communicated using specific mailouts (e.g. SEW Training Brochure), the Web (e.g. Daily Bulletin, IST Notice board) or meetings with representative groups.

Risk Management

For client requested changes, the risks are as follows:

• client may not have the authority to request the change
• change requested may cause distruptions for computing environment of client or others

These risks are managed through a review of authorizations and assessment of impact. Depending on the potential risk, this may include the involvement of a subgroup service coordinator or management.

For changes to supported services, the risks are as follows:

• changes may have extensive unanticipated disruptive consequences (e.g. premature introduction of a new desktop environment);
• changes may conflict with other changes (e.g. application software changes affecting corporate information systems).

These risks are managed through a consultation process that includes advisory groups within IST and representative client groups.

Documentation

Individual changes are documented using RT. Changes to services are documented on topical Web pages (e.g. software, courses, ...). Decisions of advisory groups are documented with meeting minutes and reports. Major initiatives are organized a projects with project activity logs and descriptions.