Body
1.0 Scope
1.1 This SOP applies to all personnel within the Technical Services Area, including Tier 1 Phone Support, Tier 2 Field Support, and Tier 3 Endpoint System Admin Support, who are involved in managing system-level changes. These changes include software updates, hardware replacements, configuration adjustments, and process modifications that affect university-managed endpoints and TeamDynamix, the university's ITSM. This SOP does not apply to non-technical or departmental workflow changes outside the scope of Technical Services.
2.0 Purpose
2.1 The purpose of this SOP is to ensure that all changes within the Technical Services Area are systematically evaluated, approved, implemented, and documented. This minimizes disruption and maintains service quality across all support tiers.
3.0 Responsibility
3.1 Technical Services Director:
3.1.1 Oversees change management activities.
3.1.2 Approves major changes.
3.1.3 Ensures compliance with institutional policies.
3.2 Tier 1 Phone Support:
3.2.1 Logs initial change requests in the Team Dynamix system.
3.3 Tier 2 Field Support:
3.3.1 Implements approved changes in the field.
3.4 Tier 3 Endpoint System Admin Support:
3.4.1 Conducts technical evaluations.
3.4.2 Performs system-level changes.
3.4.3 Maintains documentation of changes.
3.5 Change Advisory Board (CAB):
3.5.1 Reviews and approves high-impact changes.
4.0 Approval Authority
4.1 Director of Technical Services:
4.1.1 Approves any changes to this SOP.
4.1.2 Reviews and authorizes significant change requests.
5.0 Standards
5.1 Change Categories:
5.1.1 Standard Change: Pre-approved, low-risk changes with established procedures.
5.1.2 Emergency Change: Urgent changes required to resolve critical issues.
5.1.3 Normal Change: All other changes requiring assessment and approval.
5.2 Documentation Standards:
5.2.1 All changes must be documented in the Team Dynamix system.
5.2.2 Post-implementation reviews must be conducted to assess outcomes.
5.2.3 Lessons learned must be recorded for future reference.
6.0 Procedures
6.1 Initiation:
6.1.1 Change request is submitted via the Team Dynamix ticketing system by Tier 3.
6.2 Assessment:
6.2.1 Tier 3 evaluates the impact, risk, and resources required.
6.2.2 A change plan is drafted, including rollback procedures.
6.3 Approval:
6.3.1 Low-impact changes are approved by Tier 3.
6.3.2 High-impact changes are reviewed and approved by the CAB.
6.4 Implementation:
6.4.1 Tier 2 and Tier 3 execute the change according to the approved plan.
6.4.2 Communication is sent to affected users.
6.5 Documentation:
6.5.1 All changes are documented in the Team Dynamix system.
6.5.2 Post-implementation review is conducted to assess outcomes.
6.6 Closure:
6.6.1 Change ticket is closed after successful implementation and review.
6.6.2 Lessons learned are recorded for future reference.
7.0 Communication
7.1 All stakeholders are notified of emergency changes via email.
7.2 Emergency changes require immediate notification and CAB member approval.
8.0 Review and Update
8.1 This SOP should be reviewed annually by the Technical Services Director.
8.2 Change logs are audited quarterly to ensure compliance and identify improvement areas.