Process | Sub-process stepHigh level process | Request status | Description |
|---|---|---|---|
Submitting request | New | Change initiator has entered a request. | |
Backlog review | Added to backlog | Change request has been added to the backlog of Technology Services and will be evaluated based on priority. | |
ReviewingResearch and Evaluation | Researching | Collecting requirements and defining scope. Ultimately determining that if what is wanted by the change initiator can be accomplished. | |
ReviewingResearch and Evaluation | Evaluating solution | Proof-of-concept (POC), scope, and requirements have been defined enough that change coordinator has everything they need to develop a plan and/or options. | |
Development | Awaiting implementation | Release/version has been established, but work still needs to be started and a resource assigned. | |
Development | Implementing | Development, testing, and documentation is being completed. | |
Deployment | Awaiting deployment approval | Work has been completed and tested, but waiting for deployment to production systembe approved by the Change Advisory Board (CAB). | |
Deployment | Scheduled | Deployment request has been approved by the CAB and a date has been set. | |
Deployment | Released | Change request has been successfully deployed to the production environment. | |
Closed | Closed | Performance targets have been met and change initiator has accepted the change. | |
Customer communication statuses | |||
Customer communication | Blocked | Change request is currently blocked and work has stopped. | |
Customer communication | Waiting for customer | Request is waiting on the response from a customer. | |
Customer communication | Waiting for support | Request is waiting for support through the Service Desk. | |
Customer communication | No response | The customer does not respond with 60 hours of the issue (following the same calendar as the SSD Technology Department) then an issue will move into a No response status. | |
Customer communication | Pending closure | The customer does not respond with 30 hours of the issue (following the same calendar as the SSD Technology Department) then an issue will move into a Pending Closure status. | |
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