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Document code: Security level: Effective date: ICT Governance 

PRO-0027.06 Internal 15/01/2019 

governs the project work. For Project Board organisation and responsibilities please see the later sections in the document. 

The Change Management process applies to all ECHA IT changes, includingsoftware maintenance work, where it mainly aims to verify the maturity of the proposed changes and to approve their implementation. This takes place in the software P roduct’s Change Advisory Board  (CAB) . Maintenance releases  implement and deliver the approved changes. The Product’s CAB is a lightweight form of governance relying on the collaboration of Product Management in the Business and IT Service Management; both roles are represented in the CAB. 

All the roles and governance bodies above have access to the IT Horizontal Functions. Some interactions have been formalised and are mandatory, e.g . the Vision and PID assessments . 

3.2.3.6.1. Implementing Changes to ECHA’s IT infrastructure / workplace services 

IT work usually results in changes to ECHA’s IT infrastructure and / or workplace services. These include changes to computing capacity (servers, storage), networks capacity, workplace IT services etc. 

Such changes go through a single IT Infrastucture change management pipeline, as they require special care for impacts and side effects. The goal is to avoid any unintended side effects and to avoid any availability problems due to suboptimal timing of maintenance breaks. Proper scheduling of maintenance break timing has to take into account the Service availability requirements from ECHA’s internal users and from external users, for example, special events and busy peak periods. In addition, the availability of the critical resources (also contracted / outsourced resources) that are required for performing the changes have to be taken into account. 

In this single change management pipeline, the Release Management (RM) maintains the consolidated release planning of Programmes and the IT Change Advisory Board (iCAB) performs the final check on the overall readiness (maturity of preparation) of the proposed changes and gives the final timing for implementing the changes. iCAB has typically 1 – 2 week time horizon within which it approves and actively arranges and schedules ECHA IT change work, and in addition it keeps a longer outlook of announced upcoming work. Of the ECHA IT changes going through this change management pipeline, typically only 5% to 10% are related to releasing new Product functionality. 

The iCAB can be called up ad hoc, in case there is a need for an emergency ECHA IT change that has to be deployed outside the normal cycle. 

The Application Delivery and Service Manager  (ADSM) Programme leads the RM meeting and the iCAB. 

Service Desks support the users; some of the work can be outsourced but ECHA Service Manager is always in charge of ensuring properly functioning Service Desk . 

Feedback  from users / customers on the IT services is regularly gathered at Programme level and annually at Directorate level (via a global users satisfaction survey) under the coordination of the IT Process Improvement function; both feedback sources are important inputs for the service improvement planning . 

