Requesting Emergency IT Changes
Occasionally, urgent IT issues require changes outside the regular management process to swiftly restore services and minimize impact.
Criteria for Emergency Change Requests
Submit a request for high-priority incidents that involve:
- Critical system/application outages
- Significant security vulnerabilities
- Temporary fixes needed for restoration
Emergency changes should remain exceptional, with standard processes followed whenever possible.
Request Process
To initiate an emergency change:
- Submit a high-priority IT Service Desk ticket detailing:
- Incident description and emergency justification
- Change specifics (plan, downtime, testing, rollback)
- IT Change Manager will prioritize and review the request
- Upon approval, proceed with scheduling and implementation
- The Emergency Change Advisory Board will evaluate further actions
Final approval by the IT Director and stakeholders is required.
Guidelines for Implementation
During implementation, adhere to these guidelines:
- Assemble a qualified change team
- Prepare and vet rollback plans
- Communicate impacts and downtime clearly
- Follow standard procedures like peer reviews
- Maintain thorough documentation
Emergency changes are subject to audits, so ensure meticulous records. Promptly address qualifying situations with an emergency request, and the IT team will work to resolve the issue efficiently.