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[task completed by]
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Asset tag 21383
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Originator
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Compaq file server [server name], B Block Computer Room
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Originator
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Installation of server operating-system service pack
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Originator
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Operating-system patch available to fix bugs
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Originator
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- Check backups successful
- Shutdown server
- Restart server
- Login as Admin user
- Apply service pack from supplier
- Execute upgrade
- Shutdown server
- Restart server
- Login to server (test functionality and review error logs)
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Originator
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- Server unavailable for one hour
- Users unable to login to computers for duration
- ICT services unavailable for duration
- Affects all users and services
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Originator
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- Failure would require server rebuild and data restore
- Estimated time to rebuild, restore and recover: 6 hours
- Impact on services and users as above
- Risk is low – service pack was released 2 months ago and no issues
have been reported on the supplier’s website
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Originator
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- Restore operating system and data from tape
- Restart server
- Test server and data
NB Tapes required on site in advance of change
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Originator
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Friday 25 April 2003
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Originator
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1800–1900
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Originator
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Originator
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Andrew Powell, Network Manager
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Originator
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Initial approver
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Debbie Wiggins, ICT Co-ordinator
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D Wiggins
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Initial approver
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Peer reviewer
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James Burke, Supplier Representative
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J Burke
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Peer reviewer
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Final approver
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Debbie Wiggins (for School Head)
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D Wiggins
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Final approver
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Success
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Failure
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Implementer
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Andrew Powell, Network Manager
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P
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Implementer
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Unique identifier
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Asset tag 21383
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This can be assigned during Configuration Management. Asset tagging and tracking will be useful
to identify problem equipment, find equipment that requires replacing and locating equipment in the
school.
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Name of item
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Compaq file server [server name], B Block Computer Room
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If you have a good asset management system, this field may not be necessary.
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Brief description of
change
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Installation of Microsoft W2000 Server Service Pack 2
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Mandatory item on the request for change. Ensure as much information as required is put here to
avoid confusion.
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Reason for change
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Operating system patch available to fix bugs
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Approved changes should be shown as such. You should aim to reduce the number of unapproved
changes by following the FITS processes.
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Full details of change
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- Check backups successful
- Shutdown server
- Restart server
- Login as Admin user
- Apply service pack from supplier
- Execute upgrade
- Shutdown server
- Restart server
- Login to server (test functionality and review error logs)
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You may wish to use this as a checklist to follow when implementing the change.
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Impact on services
and users
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- Server unavailable for one hour
- Users unable to login to computers for duration
- ICT services unavailable for duration
- Affects all users and services
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This is your risk assessment, be sure to consider all your users and the time of day the request for
change is due to be implemented.
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Impact and risk of
change failure
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- Failure would require server rebuild and data restore
- Estimated time to rebuild, restore and recover 6 hours
- Impact on services and users as above
- Risk is low – service pack was released 2 months ago and no
issues have been reported on the supplier’s website
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This is where your risk assessment focuses on equipment rather than people.
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Fallback plan
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- Restore operating system and data from tape
- Restart server
- Test server and data
NB Tapes required on site in advance of change
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It pays to test your fallback plans from time to time and to be sure that all involved in the
implementation are aware of it.
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Date of change
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Friday 25 April 2003
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Time of change
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1800 – 1900
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Ensure that where you have decided to use a 12 hour clock, that am and pm are clearly displayed
and everyone knows the difference between 12pm and 12am!
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Example change advisory committee agenda
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Date:
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Tuesday 15 April 2003
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Time:
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1000-1030
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Venue:
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Room 2, Science Block
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Distribution:
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Mrs A Black, Headteacher
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Mr B White, Physics Teacher
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Miss C Green, Network Manager (Chair)
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Mr D Brown, ICT Co-ordinator (Minutes)
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Item No.
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Item description
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1
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Open meeting
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2
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Apologies for absence
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3
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Requests for Change for approval (papers attached)
- RFC123 – Data server disk upgrade
- RFC124 – Installation of network-monitoring software
- RFC125 – Withdrawn (additional ISDN line)
- RFC126 – Returned for further details
- RFC127 – Router move - review outcome
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4
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Changes scheduled this period – reminder
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5
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Date of next meeting
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6
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Any other business
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7
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Close meeting
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Issued by:
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Miss C Green
Network manager and change advisory committee chairperson
Friday 11 April
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Example change advisory committee minutes
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Date:
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Tuesday 15 April 2003
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Time:
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1000-1030
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Venue:
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Room 2, Science Block
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Distribution:
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Mrs A Black, Headteacher (AB)
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Mr B White, Physics Teacher (BW)
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Miss C Green, Network Manager (Chair) (CG)
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Mr D Brown, ICT Co-ordinator (Minutes) (DB)
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Request for
Change No.
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Description
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Status
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RFC123
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Data-server disk upgrade
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Initial approval
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RFC124
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Installation of network-monitoring software
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Final approval
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RFC125
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Withdrawn (additional ISDN line)
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Closed
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RFC126
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Returned for further details
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Pending
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RFC127
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Router move
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Successful-closed
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Action
owner
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Action points
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Date required
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CG
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Confirm time for server downtime on
Thursday 17 April (RFC124) and issue
notice to all staff
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17 April 2003
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Issued by:
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Miss C Green
Network manager and change advisory committee chairperson
Tuesday 15 April
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Notification of ICT system outage
To: All staff
From: ICT Technical Support
Date: 23 April 2003
Data-file server
This is to notify all ICT system users of a planned system outage:
Equipment affected: Data-file server
Date of outage: Friday 25 April
Time of outage: 1800-1900
Log-out time: 1745
This outage will affect all ICT users, who will be unable to access their computer
files during this period.
This work is to enable the technical support department to apply new software
designed to improve the reliability of the system, which will reduce the risk of
unexpected failure in the future and improve the overall ICT service provided.
Please note that you are requested to save your work and log out of your computer
by 1745 on Friday to enable this work to be carried out on schedule. Please let me
know if you anticipate this causing a problem.
Thank you very much in advance for your co-operation.
If you require further information, please contact me on extension 123.
Regards
Andy
Andrew Powell
Network Manager
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Enter monthly volumes in boxes:
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Enter current months in Current boxes:
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Current
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Sep
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Oct
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Nov
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Dec
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Jan
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Feb
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Mar
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Apr
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May
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Jun
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Jul
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Aug
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Number of approved Requests for Change
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5
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1
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3
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5
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1
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2
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10
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3
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5
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Number of rejected Requests for Change
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0
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0
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1
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2
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0
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0
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1
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0
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0
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Total number of Requests for Change
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5
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1
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4
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7
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1
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2
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11
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3
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5
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0
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0
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0
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0
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Number of successfully implemented changes
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4
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1
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2
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3
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1
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2
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8
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3
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4
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Number of failed changes
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1
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0
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1
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2
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0
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0
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2
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0
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1
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Save and Print
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