Change Management Process | Constituent Relationship Management (CRM) | Kent State University

The KSU SalesForce Architecture group established a formal change management process in September, and the new process has been followed for changes in all non-development environments since then.

Requesting a change:

All changes are discussed at a ‘Change Management’ huddle every Tuesday afternoon.

All requests for any change in any environment (except Developer environments) must be communicated at this meeting.

An email is sent to the Change Management communication list at the end of every Tuesday, outlining upcoming changes.

In all cases (with very few exceptions), proposed changes are delivered as a ‘change-set’ to the Platform Administration group for review and subsequent move to the appropriate environments.

Path to Production

Path-to-Production and Change Windows:

All code-level changes must be introduced into the Systems Integration and Testing (SIT) environment first. Integration Partners and KSU IS teams conduct testing in this environment, specifically focusing on items developed by each team. User-level testing is not conducted in this environment because SIT does not contain production-level data.

SCHEDULE: Changes into SIT occur every Wednesday between 1pm and 5pm.

All changes that have passed validation in SIT are then moved to the Data Migration and Integration Testing (MIT) environment and User Acceptance Testing (UAT) environment, typically after a one week timeframe during which SIT testing is successfully completed.

SCHEDULE: Changes into MIT & UAT occur every Wednesday between 8am and 12pm.

Once validation has concluded in the UAT environment, a request can be made to move a change-set to production.

SCHEDULE: Production deployments are only carried out during non-business hour maintenance windows, on Tuesdays, Thursdays, and Sundays between 5am and 7am.

Expedited Changes:

In an effort to avoid delays, creation of custom fields can be expedited into production on a 24-hour basis. Custom fields are typically created in a Developer sandbox and then requested to be moved via the path-to-production into production (SIT > UAT/MIT > Production). Most requests for expedited changes received by 9am on a weekday are completed into production before 5pm on the same day. Requests are communicated via email to the change management communication list as soon as they are received and status updates are sent out as the item moves through the path-to-production.