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STAR TAP Change Management ProceduresStatement of MissionChange Management is the process by which the STAR TAP Network Operations Center coordinates network installations, maintenance, and enhancements at the STAR TAP access point. These duties include change approval, scheduling, and notification. Proactive communication with customers, vendors, and engineers will allow minimal service disruption. Proposed network changes are tracked through the NOC's trouble ticket system. Change requests are collected and documented in the trouble ticket system via e-mail, telephone, or web forms. The audit trail for this process is available to authorized personnel via the Internet. OverviewThe STAR TAP NOC is responsible for facilitating all forms of STAR
TAP Change Management. The purpose of Change Management is to insure
that all the proper elements surrounding the change are in place. All
associated parties need to be notified and trained (if necessary). The
schedule for implementation is coordinated with all other activities
on the network. It is an ongoing process of communication, coordination,
scheduling, monitoring, and assessing change to The main features of Change Management are: · Easy to use web form for change submittals · Proper review and approval of all changes · Comprehensive notification of changes to affected parties via e-mail and web pages · Providing up to date chronology of change events via the world wide web · Closure notification providing status of completed change as well as all other appropriate information The STAR TAP NOC has the responsibility of insuring that necessary
documentation, testing, notification, training (customers and staff),
and recovery procedures are in place before the time of the requested
change. Submitting a Change RequestThe URL for the STAR TAP Change Management submission form is: noc.startap.net/chanman.html This information will automatically be imported into the STAR TAP NOC queue in the trouble ticket system. A change can be submitted to the STAR TAP NOC via the above web-based submission form on the STAR TAP NOC home page. This form will provide a template of information to be filled out, for documentation and review purposes. The change form includes the following: Platform or Network to change: This information will automatically be imported into the STAR TAP NOC
queue in the trouble ticket system. Review and Approval ProcessChange Management decisions will be conducted in an online, virtual manner, soliciting the input of all necessary parties. Any STAR TAP NOC engineer, associated vendor, or engineer from a connected network, may introduce a change item. It is required that all changes be submitted five to seven days prior to requested date. The change will be thoroughly reviewed, and all factors and risks considered. Plans and time frames are made accordingly from the amassed information. Formal approval is then given, or the change may be modified or vetoed if it is deemed unacceptable. Vendors who provide direct service to the STAR TAP are required to
participate in the Change Management process. Likewise, the STAR TAP
NOC will participate in the Change Management processes of each vendor
when appropriate. Online Agenda PageOnce a change is reviewed, and any related concerns are negotiated, it will be immediately posted to the online Change Management Agenda, found on the STAR TAP NOC home page. This will allow all interested parties to review proposed changes ensuring that all changes are a matter of public record. This can be found at: NotificationNotification of the change will be sent three to five business days prior to its scheduled date. This will be done via appropriate STAR TAP notification listservs, and through updates to the STAR TAP Change Management Agenda page on the web. Reminder notifications will be sent on a periodic basis up to the date of the change. Major changes will be given the utmost priority, with notification given months in advance. Once a change has been enacted, notification will be sent via email
reporting closure, along with all other pertinent information. The web
page will also be updated reflecting this closure. Emergency Change RequestsEmergency changes are handled on a case by case basis. These are changes that need immediate attention for the health of the STAR TAP as a whole. These changes will be approved by the STAR TAP NOC under the same guidelines as scheduled maintenance. Emergency maintenance requires the standard notification policies, if at all possible.
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