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A New Process to Track Changes

ITSS has established a change management process to track, authorize, and document changes in order to increase service quality and reduce risks.

Each system-level change now requires a change request (CR) to be submitted by the administrator of the system. Our change management system was built on Redmine, a flexible project management web application which includes a gantt chart, calendar, wiki, forums, multiple roles, and email notification.

Information submitted on a CR include: which system, server, or application will be affected; the number of users impacted; and estimated completion date. Each change request also requires a back out plan in case of unforeseen problem. CR's enable management to better assess the risks of the change and decide on the time to apply the change.

In the future, our change management system will be interacting with our Request Tracker (RT), customer service system. RT is used to create and track service requests, obtain customer approval and EFS information, provide customers with updates, and billings. Customers may expect frequent and transparent interactions with ITSS when they request a change via RT.