Definitions adapted from Information Technology Infrastructure Library (ITIL).
Change – The addition, modification, or removal of approved, supported, or baseline hardware, network, software, application, environment, system, or associated documentation.
Change Advisory Board – A group of people that support the assessment, prioritization, authorization, and scheduling of changes.
Change Authority -The person or group authorizing a change.
Change Control – The procedure to ensure that all changes are controlled, including the submission, analysis, decision making, approval, implementation, and post-implementation of the change.
Change History – Auditable information that records, for example, what was done, when it was done, by whom, and why.
Change Log – Auditable log of who, what, why, and when for all changes. This may be system-specific as certain systems have the ability to automatically log changes in this manner.
Change Management – Process of controlling changes to the infrastructure or any aspect of services, in a controlled manner, enabling approved changes with minimum disruption.
Core Service – A service that users directly consume and the organization receives value from.
Critical Operations Windows – Finals week starting on the Monday of that week for each quarter, first two days of classes for each quarter, graduation weekend starting on the Friday of that weekend, and fiscal year-end close.
Change Request – A documented change to the code or to the network requiring approval.
Enabling Service – A service that must be in place for a core service to be delivered.
Enhancing Service – A service that adds extra value to service but is not absolutely required.
Impact – Determined by potential disruption to users, departments, colleges, and the organization as a whole. User means approximately 10 or fewer individuals.
Peer – Another IT professional that can review a change and understand the technical elements involved.
Process Log – A central repository of Changes that documents the process followed for a particular change. The purpose of the process log is to ensure that high-impact changes have been carefully considered and to serve as a basis for process improvement when changes do not go as planned.
Request for Change (RFC) – A formal proposal for a change to be made. It includes details for the proposed change.
Urgency – How quickly a change must be implemented to maintain a stated service level agreement (SLA). Low can wait until the next scheduled CAB meeting, Medium cannot, and High needs to be done ASAP