Information Technology Policy Manual 2022

• The IT department will err on the side of caution by delaying CRs that have not been fully vetted or the risk of implementation is too great.

• The CIO has final determination authority to approve or reject pending CRs.

• The Network Services Manager will ensure the lead systems architect is aware of all changes entered into the CM system.

• The PM will ensure the CRs are queued effectively as not to render significant delays to work efforts that could be accomplished before the CAB has an opportunity to convene. In these instances, the PM will walk projects or initiatives through each division lead for concurrence or rejection. At times the PM may elect to place the project or initiative on hold until an overall determination can be made by the CAB. • Emergency changes may occur at any time. These are highly critical changes that must be implemented within 72 hours to react to system failure/outages or to prevent system failure/outages from occurring. In these occurrences and during normal business hours (07:30am-5:30pm) the PM will expedite the CR via phone, email, or any other means available to communicate the issue to the CAB. The PM will keep a log of the CAB contact and their concurrences/rejections should it need to be referenced at a later time. • For emergency break/fixes after normal business hours will be addressed by the Service Desk Team. Simply call 336-373-2322. The Service Desk team will notify the CIO and PM of any break/fix issues up to 11PM but are authorized to make emergency changes as needed to restore services. The Service Desk team will back-brief the CIO and PM the following morning at the beginning of the business day and the PM will document the outage via an emergency change request. • Change requests must be filled out in their entirety and will include various programmatic elements, implementation, testing, and fallback plans. Every attempt to test solutions (for functionality and performance gain) will be made before they are introduced to production environment systems.

• Changes will be classified as emergency, low, medium, and high in accordance with existing IT standards.

• The PM will provide training to each CC/R so they are familiar with the policy, the in-take procedure, and method for closure.

• The PM will communicate with the CIO and Deputy CIO of any major status changes for situational awareness and possible re-direction of the efforts.

• The PM will meet with division leads routinely to update their respective project and initiative status.

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