Definitions
Change – the addition, modification, or removal of anything that could have an effect on services for a group.
Incident – a break in service has been reported
Problem – a set of incidents that need to be tracked until a root cause is identified
Project – the implementation of a new system or service. Could be long term and could generate many changes.
Service Request – a request for a pre-approved service
Examples
Changes
- Deleting inactive Schoology accounts
- Altering the permissions in IC for a large number of users
- Correcting an error found in the employee import scripts
- Moving a VM from the data center to Azure
- Taking a version update to Infinite Campus because users are experiencing a problem that has no workaround
- Require teachers to start admitting students into Webex Personal Meeting
- Updating WordPress
- Modifying a report to distinguish between COVID positive & quarantine cases
- Adding a rule to the content filter on all elementary iPads to block YouTube
- Upgrading the OS and SQL version on IV-DB1
- Running a new script to delete inactive users from Schoology.
- Modifying a Group Policy
- Moving a digital curricular application from .csv upload to Clever integration
- Installing a new air conditioning unit in the Data Center that requires a power outage
- Adjusting term dates in Schoology
- Upgrading the current version of a product like:
- The BusBoss operating system and SQL
- IV-DB1 operating system and SQL
- Infinite Campus because users are experiencing an issue that has no workaround
- CheckPoint
- Jamf
- Retiring a report being replaced by a new version
Incidents
- Computer is not powering on and needs to be replaced
- An active student in IC does not have access to an expected curricular tool
Problems
- AirServer is not working as desired across many units district-wide
- Multiple users are reporting they are unable to open Google links (Drive, Slides) in Schoology.
Projects
- Creating a new stockroom program/process
- Implementing ClassLink
- Developing a process for requesting iOS apps
- Implementing a new mobile device management system
- Integrating a new digital curriculum tool
Service Requests
- Providing a computer for a new teacher
- Changing an employee’s name
- Changing sharing rules to add a new course to an existing curricular tool rostered through Clever
- Installing a new printer
- Configuring a staff member for VPN access
- Building a new report based on an existing one