Purpose · Web view2013/12/18 · A list of the impacted ANU/ITS areas or stakeholder groups e.g. buildings, organisational units, staff and or students Whether you think a specific

P r o c e s s G u i d e l i n e – I n f o r m a t i o n T e c h n o l o g y S e r v i c e s s e r v i c e d o w n t i m e a n d c h a n g e n o t i c e s

Templates for Information Technology Services (ITS) service downtime and change notices, for events that are either planned or unplanned, and procedure for their use Approval

Business Owner Approved/Not Approved

Signature Title Date

Cathie Gough & Christine Keogh Approved CG

Communications Manager & Change Manager

5 November 2013

Approved: Rejected:

Anne Kealley

---------------------------------------------------------Anne KealleyAssociate Director, Service Delivery & Engagement

Date: 18 December 2013

Comments:

Author: Cathie Gough, Christine KeoghVersion: 0.1Date: 29 August 2013


Table of Contents

1 Purpose......................................................................................................................................3

2 When to use this guideline..........................................................................................................33 Procedure...................................................................................................................................5

4 Recipient list and authorisers.....................................................................................................85 Contact details............................................................................................................................9

Template 1 – ITS service hazard notice.............................................................................10Template 2 – ITS service downtime notice.........................................................................13

Template 3 – ITS major incident notice..............................................................................16Template 4 – ITS service decommissioning notice............................................................19

Template 5 – ITS service change notice............................................................................22

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T H E A U S T R A L I A N N A T I O N A L U N I V E R S I T Y


1 Purpose

The purpose of this guideline is to provide relevant Information Technology Services (ITS) staff with stakeholder message templates about IT service downtimes and authorised changes, together with a procedure for their use. In using these templates and guidelines the aim is to provide timely and relevant information to affected stakeholders across the ANU campus when there is, or will be, a change or interruption to an ITS service.

ITS Communications will upload the details to the ITS website, and can draft and send emails to stakeholders if necessary. These email templates are designed to cater for a broad audience of technical and non-technical readers. Content must be written in plain English; be clear to the non-technical audience, and advise of impacts to end-users.

These attached templates are for use by all ITS staff.

ITS staff are expected to use these templates and supporting guidelines when carrying out relevant stakeholder communications as part of IT change management (ITCM) and incident management processes. For example the change Communications Plan, a mandatory component of a change record, should include the stakeholders who will receive messages based on these templates.

2 When to use this guideline

Is there a service interruption or change – happening now or being planned – where the end user is likely to be affected? If so, then you are likely to need to send a message about it to end users and major stakeholders.

Different types of service interruptions and changes have been identified that will require email notification to stakeholders at various times. From time to time other types might be identified, and new templates added to the site.

2.1 Exceptions

For services that have a Business Services Office (BSO) or equivalent support groupInforming end users about such events is managed by the BSO or group.For outages/changes affecting systems whose business owners have a Business Services Office (BSO) or an equivalanet support group:

- If a requirement for stakeholder communications is identified send information about the impact, risk and proposed schedule to the appropriate contact in the BSO or group and/or to the ITS Enterprise Systems Applications Manager. If the event is a planned change then the relevant information is likely to be in the RFC.

- Below is a list of relevant systems:

System Area that is Business OwnerAlliance ANU Library (ILP)ANU Login Information Technology ServicesANUBIS Information Technology ServicesAPOLLO Information Technology ServicesARIES Research Services DivisionBillboard Strategic Comminications and Public Affairs

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System Area that is Business OwnerCampus Map Facilities & ServicesCareer Hub Careers CentreCentral Records System (CRS) ANU LibraryCognos TM1 Finance & Business ServicesDigital Collections ANU LibraryDigitary Division of Registrar and Student ServicesDLD Wattle BSGEvaSys Planning & Statistical ServicesGarradin Finance & Business ServicesHP Quality Centre Information Technology ServicesiMIS Planning & Statistical ServicesInter Library Loans System ANU LibraryITS Project Server Information Technology ServicesJIRA Information Technology ServicesKofax Finance & Business ServicesMail Tracker Governance OfficeManageSoft Information Technology ServicesmyANU Information Technology Services (pending

decommission)Numara Footprints Information Technology Services – Change

ManagementOneStop Finance & Business ServicesParking Facilities & ServicesParking Infringements Facilities & ServicesPeopleSoft Finance Finance & Business ServicesPeopleSoft Students Division of Registrar and Student ServicesPeopleSoft HR Human Resources DivisionPolicies Governance OfficeProject Server Information Technology ServicesPrograms and Courses Division of Registrar and Student ServicesPulse Human Resources DivisionQFlow Division of Registrar and Student ServicesResearchers Research Services DivisionRightNow Information Technology Services (still

operational)Search Information Technology ServicesServiceNow Information Technology ServicesSilverstripe CMS Information Technology ServicesSierra ANU LibrarySquiz CMS Information Technology ServicesSquiz Matrix Information Technology Services (pending

decommission)StudyAt ANU Division of Registrar and Student ServicesTimetable Division of Registrar and Student ServicesTraining Website Human Resources DivisionTravel Management System Finance & Business ServicesWattle (Learning Management System)

Wattle BSG

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For Audio-Visual services in the Teaching & Learning Commons (TLC)Informing end users about downtimes and changes in the TLC is coordinated through the Teaching and Learning Commons Support Services (TLCSS), Facilities & Services. Contact [email protected] with information about the impact, risk and proposed schedule.

3 Procedure

The process is summarised in Figure 1 for a staff member responsible for communicating about this event. Note: One person should coordinate all communication aspects and follow this process through to implementation for each event.

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mailto:[email protected]


Figure 1 Summary of procedure for developing and sending messages

3.1 Steps for procedure (Figure 1)

1. Need for message identifiedIf there is a service interruption or change – happening now or being planned – where the end user is likely to be affected, then you need to send a message about it to end users and major stakeholders.

2. Read these guidelinesThey have useful information about creating and sending the messages

3. Get the right templateThere is a template for each type of service interruption or change. Each template has three sections. Take the section that is relevant:

The first section is for the initial announcement The other two sections are for an ‘update’ and a ‘closure’ message, to be used when

relevant.o Use an update message when the outage/change is continuing and a closure

message when the event is complete and has required more than just the initial notification email.

o Update and closure messages should be used for every Major Incident.o Every planned outage that lasts more than 1 hour, and every Major change, should

have a closure message.

[Note to web publisher - Make the following list of templates a clickable list to downloadable templates]

Template 1 – ITS service hazard noticeUse these three templates when there is only a low possibility of an outage, but users can expect the service to be unreliable.

Template 2 – ITS service downtime noticeUse these three templates for any period of time when an IT service/system is not, or will not be, available (and it is not a major incident). When relevant, this should be combined with a Change notice.

Template 3 – ITS major incident noticeUse these three templates in the event of a Major Incident, as defined by the Major Incident Management process.

Template 4 – ITS service decommissioning noticeUse these three templates when an IT service or significant system, is being retired or shutdown.

Template 5 – ITS service change noticeUse this template to announce a change to an IT service (with or without a downtime) where either:

the end user is likely to notice one or more changes to the functionality, or look and feel

the affected business unit/s will want to review their internal processes because of this change

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4. Draft your message Use Arial font, size 11, black text, bold for headings if necessary, and no italics (HTML is

preferred).

Who do you send the message to? At least the people in the areas directly impacted, but in some cases others also need to know:

o The section on ‘Error: Reference source not found’ provides some guidelines.o Ask your manager, ITS Communications, your Associate Directoro Use the ITS Stakeholder Engagement Matrix, available on the ITS Intranet under

Staff Resources > Communications as a starting point. It has the names, positions and email addresses of our key stakeholders (http://itservices.anu.edu.au/intranet/_resources/communications/its-stakeholder-engagement-matrix-2013-06-19.xlsx) and ANU ex officio email lists.

o Have your message reviewed in order to finalise the text and recipient list. The authorisers are good reviewers.

5. Want ITS Communications to help? They are good at plain English and can help you work out what to say and who to send it

to; they can also get the message sent. If you want or need help from ITS Communications to finalise or send the message then,

once drafted, send the following information to the ITS Communications Team ([email protected]):

o Drafted downtime messageo A list of the impacted ANU/ITS areas or stakeholder groups e.g. buildings,

organisational units, staff and or students o Whether you think a specific email to affected areas from the CIO is warrantedo Allow 2-5 working days

6. Get authorisation to send You will at least need authorisation from the relevant ITS delegate If you plan to send to an official ANU email list, you will need authorisation by the owner of

that list. See ‘Recipient lists and authorisers’ section below

7. Send the message You or ITS Communications can do that, or if it needs to go to an official list, you can ask

the CIO EA for help. Just don’t forget to follow up so that you know that it gets done on time!

To use an official University email list you might need to find out about the respective owner and authorised senders. That information is here: http://itservices.anu.edu.au/email/email-addresses-lists-and-functional-accounts/

8. Will you need to send an update/closure message? If so, repeat from step 1 Use an update message when the outage/change is continuing and a closure message

when the event is complete. Update and closure messages should be used for every Major Incident. Every planned outage that lasts more than 1 hour, and every Major change, should have a

closure message.

Note: Lead times

Unless a service agreement states otherwise, aim to provide at least 5 working days’ notice to end users for non-major planned events. For major planned events extend this to

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http://itservices.anu.edu.au/intranet/_resources/communications/its-stakeholder-engagement-matrix-2013-06-19.xlsx

http://itservices.anu.edu.au/intranet/_resources/communications/its-stakeholder-engagement-matrix-2013-06-19.xlsx


10 working days, and send a reminder 1-2 days in advance. (Where this amount of notice can’t be met the message should include an apology for the short notice.)

The Communications Team prefers five working days prior to the event to be able to draft, approve and distribute relevant communications and post the details to the ITS website. Full details on the process including a diagram can be found on page 4.

Total lead time, including use of ITS Communications expertise = 10 working days (non-major event) or 15 working days (major event)

4 Recipient list and authorisers

4.1 High/major impact, incident or change category

Recipient List CC List Authorised by Functional (business) owner

of impacted services All ANU Local IT staff

([email protected], includes IT Service Desk staff)

[email protected] (if student residences are impacted)

ITS Executive ANU Executive College Deans College General Managers Service Division Directors All staff (if impacted) All students (if impacted) OMG Admin Units Add additional groups from

the ITS Stakeholder Engagement Matrix, for areas impacted by the event.

[email protected]

[email protected] [email protected]

du.au Relevant ITS operations

manager

One of these people, in this order:1. Your Associate Director2. The ITS Communications

team or the IT Change Process Manager

And if sending to an official list, see http://itservices.anu.edu.au/email/email-addresses-lists-and-functional-accounts/

4.2 Medium impact, incident or change category

Recipient List CC List Authorised by

Functional (business) owner of impacted services

LITSS of impacted area/s IT Service Desk

([email protected]) (Unless message is also sent to All ANU Local IT staff (LITSS))

Impacted user/s Relevant ITS Associate

Director

[email protected]



manager

One of these people, in this order:

1. Your manager2. Your Associate Director

And if sending to an official list, see http://itservices.anu.edu.au/email/email-addresses-lists-and-functional-accounts/

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4.3 Low/minor impact, incident or change category

Recipient List CC List Authorised by Functional (business) owner

of impacted services Impacted user/s LITSS of impacted area IT Service Desk

([email protected]) (Unless message is also sent to All ANU Local IT staff (LITSS)

[email protected]



manager

Your managerAnd if sending to an official list, see http://itservices.anu.edu.au/email/email-addresses-lists-and-functional-accounts/

5 Contact details

Any queries or comments regarding the templates can be directed to the ITS Communications team on [email protected] . Questions regarding IT services can be directed to the Service Manager, Bernard Lineham, via ext 57061.

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Template 1 – ITS service hazard notice

Use this template when there is only a low possibility of an outage, but users can expect the service to be unreliable.

Initial email

To: List actual email addresses: (i.e. who is the notification email to be sent to?)

Subject of email: For the first communication regarding the Hazard the subject line should include:[IT Service Hazard Notice]—[Affected service]—[Date and Start time]

Body of email:

“Dear Colleagues

This message is to inform you of an upcoming hazard period affecting the following IT service: [insert name of the affected service/s / system/s]. ITS apologises for the short notice.[to be used when we are giving end users less than 5 business days’ notice]

Start: [Start date and time]End: [Start date and time]Duration: [Duration]Change reference: RFC [#] [may be left out for unplanned hazards]

Reason for hazard: [Include a short, plain English statement explaining the reason for the hazard]

End user impact: [list the impact/s the hazard will have on affected users / areas—for example what wont they be able to access; what can users still do/access]

Affected users / area: [list users and/or areas that will be affected by this hazard]

Next steps: [When relevant include a short, plain English statement explaining any next steps. Include any dates, times and possible impacts of these next steps, and also who is doing them (what ITS will be doing, what LITSS need to do, what end users can do to help themselves)]

Contact for more information: [contact email address]…………………………………………………………………………………………………………………

Technical Information:[Only use this section if additional technical information is required for a technical audience—e.g. LITSS]

Reason for hazard: [Technical explanation]Affected systems: [List] “

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Subsequent update emails [if required]

To: Same as original email - actual email addresses: (i.e. who is the notification email to be sent to?)

Subject of email: [Update number…]—[IT Service Hazard Notice]—[Affected service]—[Date and Start time]

Body of email:

For any subsequent emails, please copy all previous emails into the body of the email so the recipient always has the history in every subsequent email. All information remains the same except for adding in the title: ‘What has changed since the last update’ as below:

“Dear Colleagues

Here is an update on the Information Technology Services (ITS) service hazard affecting [insert name of the affected service/s / system/s].



What has changed since last update: [list what has changed since the last update i.e. any new impact/s the hazard]


Affected users / area: [list users and/or areas that will be affected by this hazard]


Contact for more information: [contact email address]”

…………………………………………………………………………………………………………………


Reason for hazard: [Technical explanation]Affected systems: [List] “

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Closure emailTo:List actual email addresses: (i.e. who is the notification email to be sent to?). It is likely to have same audience as previous messages notifying them of the hazard.

Subject of email:[Closure Notice]—[IT Service Hazard]—[Affected service]—[Date and Start time]

Body of email:

“Dear Colleagues

This message is to let you know that the hazard period affecting [insert name of the affected service/s / system/s] has ended.

[then one of the following, whichever is relevant, either]We believe that the service is now back to normal, but if you are aware of any ongoing issues please contact the IT Service Desk either by phone on 612 54321 or via the web portal at https://itservicedesk.anu.edu.au/[or]While the service is largely back to normal we have some residual issues to address and will let you know if and when they affect you. If you are aware of any ongoing issues please contact the IT Service Desk either by phone on 612 54321 or via the web portal at https://itservicedesk.anu.edu.au/

…………………………………………………………………………………………………………………

Original hazard description summary




Affected users / area: [list users and/or areas that will be affected by this hazard]”

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https://itservicedesk.anu.edu.au/



Template 2 – ITS service downtime notice

Use this template for any period of time when an IT service/system is not, or will not be, available. When relevant, this should be combined with a Change notice.

Initial email


Subject of email:For the first communication regarding the Downtime the subject line should include:[IT Service Downtime Notice]—[Affected service]—[Date and Start time]

Body of email:

“Dear Colleagues

This message is to inform you of an upcoming downtime period affecting the following IT service/s: [insert name of the affected service/s / system/s]. ITS apologises for the short notice.[to be used when we are giving end users less than 5 business days’ notice]

Start: [Start date and time]End: [Start date and time]Duration: [Duration]Change reference: RFC [#] [may be left out for unplanned downtime]

Reason for downtime: [Include a short, plain English statement explaining the reason for the downtime]

End user impact: [list the impact/s the downtime will have on affected users / areas—for example what wont they be able to access; what can users still do/access]

Affected users / area: [list users and/or areas that will be affected by this downtime]




Reason for downtime: [Technical explanation]Affected systems: [List] “

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Subject of email:[Update number…]—[IT Service Downtime Notice]—[Affected service]—[Date and Start time]

Body of email:For any subsequent emails, please copy all previous emails into the body of the email so the recipient always has the history in every subsequent email. All information remains the same except for adding in the title: ‘What has changed since the last update’ as below:

“Dear Colleagues

Here is an update on the Information Technology Services (ITS) service downtime affecting [insert name of the affected service/s / system/s].



What has changed since last update: [list what has changed since the last update i.e. any new impact/s the downtime]


Affected users / area: [list users and/or areas that will be affected by this downtime]


Contact for more information: [contact email address]”…………………………………………………………………………………………………………………


Reason for downtime: [Technical explanation]Affected systems: [List] “

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Closure email

To:List actual email addresses: (i.e. who is the notification email to be sent to?). It is likely to have same audience as previous messages notifying them of the downtime.

Subject of email:[Closure Notice]—[ITS Downtime]—[Affected service]—[Date and Start time]

Body of email:

“Dear Colleagues

This message is to let you know that the downtime period affecting [insert name of the affected service/s / system/s] has ended.


…………………………………………………………………………………………………………………

Original downtime description summary




Affected users / area: [list users and/or areas that will be affected by this downtime]”

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Template 3 – ITS major incident notice

Use this template in the event of a Major Incident, as defined by the Major Incident Management process.

Initial email


Subject of email:For the first communication regarding the Major Incident the subject line should include:[IT Service Major Incident Notice]—[Affected service]—[Date and Start time]

Body of email:

“Dear Colleagues

This message is to inform you that we are currently aware of a major incident affecting the following IT service/s: [insert name of the affected service/s / system/s].

What we know now:[Plain English description of the incident.]We became aware of the incident at [date and time]. It appears to have started at [date and time].We expect normal service to be resumed by [date and time]ORWe currently have no estimate of when you can expect normal service to be resumed, but intend to keep you informed as work progresses.

How this might be affecting you: [list the impact/s the event will be having on affected users / areas—for example what wont they be able to access; what can users still do/access]

Affected users / area: [list users and/or areas that will be affected by this event]

What we are doing about it: [For example: We have logged an urgent support request with the hardware vendor and expect a response by 4pm. In the meantime, our IT staff are continuing to analyse the situation in order to establish the root cause of the breakdown.]


Next update: We will send an update either when the situation is resolved, or at [date and time], whichever comes first.The update will be [method: e.g. posted on web site [web address] and/or sent by email]



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Nature of the incident: [Technical explanation]Analysis being undertaken: [Technical explanation]Affected systems: [List] “



Subject of email: [Update number…]—[IT Service Hazard Notice]—[Affected service]—[Date and Start time]


“Dear Colleagues

This email is to provide an update on the Information Technology Services (ITS) service major incident affecting [insert name of the affected service/s / system/s] as per our advice on (date of first email).

What has changed since last update: [list what has changed since the last update e.g. any new impact/s]

What we know now:[Plain English description of the incident.]We became aware of the incident at [date and time]. It appears to have started at [date and time].We expect normal service to be resumed by [date and time]ORWe currently have no estimate of when you can expect normal service to be resumed, but intend to keep you informed as work progresses.

How this might be affecting you: [list the impact/s the event will be having on affected users / areas—for example what wont they be able to access; what can users still do/access]

Affected users / area: [list users and/or areas that will be affected by this event]

What we are doing about it: [For example: We have logged an urgent support request with the hardware vendor and expect a response by 4pm. In the meantime, our IT staff are continuing to analyse the situation in order to establish the root cause of the breakdown.]


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Next update: We will send an update either when the situation is resolved, or at [date and time], whichever comes first.The update will be [method: e.g. posted on web site [web address] and/or sent by email]



Nature of the incident: [Technical explanation]Analysis being undertaken: [Technical explanation]Affected systems: [List] “

Closure email

To:List actual email addresses: (i.e. who is the notification email to be sent to?). It is likely to have same audience as previous messages notifying them of the major incident.

Subject of email:[Closure Notice]—[IT Service Major Incident]—[Affected service]—[Date and Start time]

Body of email:

“Dear Colleagues

This message is to let you know that the major incident affecting [insert name of the affected service/s / system/s] has been resolved.

[then one of the following, whichever is relevant, either:]We believe that the service is now back to normal, but if you are aware of any ongoing issues please contact the IT Service Desk either by phone on 612 54321 or via the web portal at https://itservicedesk.anu.edu.au/[or]While the service is largely back to normal we have some residual issues to address and will let you know if and when they affect you. If you are aware of any ongoing issues please contact the IT Service Desk either by phone on 612 54321 or via the web portal at https://itservicedesk.anu.edu.au/

…………………………………………………………………………………………………………………

Major Incident summary description

Start: [Start date and time]End: [Start date and time]Duration: [Duration]”

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Template 4 – ITS service decommissioning notice

Use this template when an IT service or significant system is being retired or shutdown.

Initial email


Subject of email:For the first communication regarding the Decommissioning the subject line should include:[IT Service Decommissioning Notice]—[Affected service]—[Date and Time]

Body of email:

“Dear Colleagues

This message is to inform you of an intention to decommission the following IT service or system [choose one]: [insert name of the affected service/s / system/s]. ITS apologises for the short notice.[to be used when we are giving end users less than 5 business days’ notice]

When: [Start date and time]Change reference: RFC [#]

Reason for decommissioning: [Include a short, plain English statement explaining the reason for the decommissioning]

Possible end user impact: There should be no impact on end users. If there is any impact then they will be [list the possible impact/s the decommissioning will have on affected users / areas in case we are not confident that we have removed all dependencies—for example, who might be affected and what won’t they be able to access; what can users still do/access]

Any problems that might be related to this event should be reported in the usual way i.e. to the IT Service Desk either by phone on 612 54321 or via the web portal at https://itservicedesk.anu.edu.au/



Technical Information:[Only use this section if additional technical information is required for a technical audience—eg LITSS]

Reason for decommissioning: [Technical explanation]Affected systems: [List] “

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Subject of email:[Update number…]—[IT Service Decommissioning Notice]—[Affected service]—[Date and Time]


“Dear Colleagues

Here is an update on the Information Technology Services (ITS) service decommissioning affecting [insert name of the affected service/s / system/s].

When: [Start time and date]Change reference: RFC [#]

Reason for decommissioning: [Include a short, plain English statement explaining the reason for the decommissioning]

What has changed since last update: [list what has changed since the last update i.e. any new impact/s]

Possible end user impact: There should be no impact on end users. If there is any impact then they will be [list the possible impact/s the decommissioning will have on affected users / areas in case we are not confident that we have removed all dependencies—for example, who might be affected and what won’t they be able to access; what can users still do/access]

Any problems that might be related to this event can be reported in the usual way i.e. to the IT Service Desk either by phone on 612 54321 or via the web portal at https://itservicedesk.anu.edu.au/




Reason for decommissioning: [Technical explanation]Affected systems: [List] “

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Closure email

To:List actual email addresses: (i.e. who is the notification email to be sent to?). It is likely to have same audience as previous messages notifying them of the decommissioning.

Subject of email:[Closure Notice]—[IT Service Decommissioning]—[Affected service]—[Date and Start time]

Body of email:

“Dear Colleagues

This message is to let you know that the major incident affecting [insert name of the affected service/s / system/s] has been resolved.


…………………………………………………………………………………………………………………

Decommissioning summary description

Start: [Start date and time]End: [Start date and time]Duration: [Duration]”

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Template 5 – ITS service change notice

Use this template to announce a change to an IT service (with or without a downtime) where either:

the end user is likely to notice one or more changes to the functionality, or look and feel the affected business unit/s will want to review their internal processes because of this

change

Initial email


Subject of email:For the first communication regarding the change the subject line should include:[IT Service Change Notice]—[Affected service]—[Date and Start time]

Body of email:

“Dear Colleagues

This message is to inform you of an upcoming change affecting the following IT service: [insert name of the affected service/s / system/s].ITS apologises for the short notice.[to be used when we are giving end users less than 5 business days’ notice]

The change will be implemented over the following time period:Start: [Start date and time]End: [Start date and time]Duration: [Duration]Change reference: RFC [#]

Nature of the change: [Include a short, plain English statement explaining the nature of the change – should be derivable from change record, and describe an object (software or hardware) and whether it is being added, removed or modified. E.g. The ABCStat application on staff PCs will be upgraded from version 1.1 to version 3.4]

Reason for change: [Include a short, plain English statement explaining the reason for the change – should be derivable from change record e.g. the new version was requested by user areas in order to meet new government reporting requirements.]

End user impact: [list the impact/s the change will have on affected users / areas—for example what functionality will be different; what will users still be able to do/access; what performance/reliability characteristics will be different]

Affected users / area: [list users and/or areas that will be affected by this change]


Contact for more information: [contact email address]PAGE 22 OF 25



…………………………………………………………………………………………………………………


Reason for change: [Technical explanation]Affected systems/software: [List] “

Subsequent update emails [if required] To: Same as original email - actual email addresses: (i.e. who is the notification email to be sent to?)

Subject of email:[Update number…]—[IT Service Change Notice]—[Affected service]—[Date and Start time]


“Dear Colleagues

Here is an update on the Information Technology Services (ITS) service change affecting [insert name of the affected service/s / system/s].

What has changed since last update: [list what has changed since the last update i.e. any new impact/s]

The change will be implemented over the following time period:Start: [Start date and time]End: [Start date and time]Duration: [Duration]Change reference: RFC [#]




Affected users / area: [list users and/or areas that will be affected by this change]PAGE 23 OF 25






Reason for change: [Technical explanation]Affected systems/software: [List] “

Closure email

To:List actual email addresses: (i.e. who is the notification email to be sent to?). It is likely to have same audience as previous messages notifying them of the change.

Subject of email:[Closure Notice]—[IT Service Change]—[Affected service]—[Date and Start time]

Body of email:

“Dear Colleagues

This message is to let you know that the change to the following IT service has been completed: [insert name of the affected service/s / system/s].

[then one of the following, whichever is relevant, either]We believe that the change was completed successfully, but if you are aware of any ongoing issues please contact the IT Service Desk either by phone on 612 54321 or via the web portal at https://itservicedesk.anu.edu.au/[or]While the change was largely successfully we have some residual issues to address and will let you know if and when they affect you. If you are aware of any ongoing issues please contact the IT Service Desk either by phone on 612 54321 or via the web portal at https://itservicedesk.anu.edu.au/

…………………………………………………………………………………………………………………

Change implementation summary description

Start: [Start date and time]End: [Start date and time]Duration: [Duration]

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Affected users / area: [list users and/or areas that will be affected by this change]”

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Documents

Purpose · Web view2013/12/18 · A list of the impacted ANU/ITS areas or stakeholder groups e.g. buildings, organisational units, staff and or students Whether you think a specific