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NOTE: These instructions were last updated December 2025, but have never been put to the test. Therefore, they may be subject to change. (Ironic, huh?)
What is a Major Change?
A Major Change is a large-scale initiative that fundamentally or structurally alters the environment for many/most users. The Major Change requires more preparation and/or execution time than a Normal Change, potentially months or years, and may involve greater risk. The Major Change will likely require a communication and/or training plan over a longer time period in order to prepare end-users. To be considered a Major Change, there should be more than one planned change implementation (Normal or Standard). See CHECKLIST-what-is-it.docx (login required).
When to submit a Major Change
Submit a Major Change as soon a you know the project is a Go and at least TWO Fridays PRIOR to the selected Change Advisory Board (CAB) date to allow time for promoting the event to stakeholders/campus.
Change Advisory Board (CAB)
A Major Change differs from a Normal Change in that it requires at least two presentations to the Change Advisory Board (CAB). CAB meetings are held the first and third Wednesday of each month.
The initial CAB meeting is held very early in the process and serves as a "kick-off" to inform the community of the change, its purpose and advantages, as well as targeted time of completion and expectations related to communication and training.
Each subsequent CAB will be held following Normal Change rules, i.e. at least one week prior to the implementation of the change, and will cover the specifics of that implementation. Additional CABs may be scheduled as needed. NOTE: It may be possible that a related implementation meets only the criteria of a Standard Change, and so a CAB would not be necessary.
CAB members include ITS/PAIRS leadership, communications, and potentially senior leadership and major stakeholders as well as interested people from the campus community (eventually). Anyone from ITS/PAIRS is welcome to attend any CAB meeting.
Complete the Major Change Form
Given the nature of a Major Change, this change type begins with a Release Management ticket, which allows for long-term development/pre-implementation work and permits the linking of multiple Child change tickets as needed. In this way, all work, tasks, and plans are documented in one place.
- To access the Major Change form, go to TDNext > Tickets > New > Release Management > Major Change.
- Complete as follows:
Title
Short description to explain the nature of the ticket
Status
Ticket opens On Hold. Do not change status.
Goes Off Hold
Select a CAB date (1st or 3rd Wednesday) and set a time PRIOR to the start of that meeting. The ticket will change to “Open” at the chosen time. NOTE: This initial CAB will be the project "kick-off".
Requestor
For Major Change, the person overseeing the project (project manager/director). NOTE: Uncheck “Notify Requestor” to turn off normal customer communications on this ticket.
Acct/Dept
Will auto-populate based on Requestor
Location
Physical location, if applicable. Use spy glass and search.
Ticket Type
This is Ticket Type. Use spy glass and search for “Major”. Select the appropriate category/Major Change to fit your situation. EX: Communication & Collaboration/Major Change
Service Category
Select the high-level category under which this services falls.
Impacted Services (specific)
Which specific system(s) will be affected by this change, i.e., phones, printers, PASS, wireless, etc.? Think “end user”. List all. NOTE: This is a temporary entry field because all services are not built out in the service catalog yet. In the future, we will use this list to create services, at which time this may become a drop-down menu.
Description
Details including what will be changed and how
Reason for Change
Why is this change necessary, important, or advantageous?
Start Date
Date the work will begin
Anticipated Completion Date
Date the work is anticipated to end
Attachment
Optional; attach related documentation
Knowledge Base Article
Optional; attach a related TDX Kb article
Responsible
Person (or group) doing work. NOTE: Uncheck “Notify Responsible” to turn off normal customer communications related to this ticket. Those Responsible will still receive work flow notices.
Impact
Breadth of the impact in terms of number of customers: individual, group, department, organization
Additional Communication Notes
Include any details customers need to know about this change, such as actions required beforehand or changes to a process or interface. List any noticeable impacts the customer may see or experience; including but not limited to interruption of service, required manual actions like reboots, UI changes, pop-up messages, etc. Include what customers should expect regarding communication updates and training opportunities, if applicable.
Asset/CI
Optional for now; currently, most assets are hardware (computers, phones); if a CI exists in TDX for what you do, feel free to select it.
- Save the ticket. The Major Change work flow is applied.
The Major Change Work flow
- At "goes off hold" time on the date of the CAB, ticket status will change to Open.
- After the initial CAB meeting, an ITS Admin will select: Approved, Approved with Adjustments, or Rejected. This choice will either move the work flow forward or resolve the ticket.
- If the change is approved, three choices and one task will be created and assigned:
Evaluate Change for Communication Needs for the entire project > Communications group
Evaluate Change for Training Needs for the entire project > Documentation and Training group
Evaluate Change for Security Concerns for the overall project > Information Security group
Create Tasks & Document Implementation Work > Responsible
- For each Evaluation, a No/None completes that branch of the work flow. A Yes creates and assigns subsequent Tasks:
Create Communication Plan > Implement Communication Plan
Create Training Plan > Implement Training Plan
Address Security Concerns
- As each implementation draws near, Responsible will Create Child Change Tickets (Normal w/CAB). Each Normal Change will have its own Evaluation and Implementation Tasks as outlined in Submitting a Normal Change [INTERNAL]. NOTE: Depending on the type of implementation, a Standard Change may be appropriate.
- Each Normal/Standard Change will be implemented according to that specific work flow.
- Repeat Steps 8-9 as often as necessary until all implementations are completed.
- When all four branches/evals/tasks of the overarching Major Change are completed (Communication, Training, Security, Create Tasks & Document Pre-Implementation Work/Create Child Change Tickets), the Complete All Child Change Tickets task will be assigned to Responsible, indicating the project is nearing completion
- When all Child Change Tickets are completed, the status of the Major Change will change to Resolved-Monitoring.
- After a 2-work day delay, Responsible will mark Confirmation of Change.
- Assuming all is well, ticket will Resolve, then Close automatically.