*Requester may be involved in UAT.
** ALL campus testers are required to test MP.

Main Stages

1. Requester Submits a Ticket in ServiceNow
2. Enhancement Requests
   • This will follow the Change Control Process and thereafter, the Functional Specification Process
3. All Other Requests, CMS Analyzes and Determines Next Steps
   • Outcomes:
     • If the ticket is a System Issue, CMS will propose a development solution for CHRS Ops/Campus and SWHR to review
     • If the ticket is a Configuration Request, CHRS Ops/Campus will approve or deny the request
     • If the ticket does not require production updates, CMS will defer the requester to training documentation in the Knowledge Base
4. CMS Determines Release Type
   • Outcomes:
     • PROD
     • MP
     • COMR
5. Communication to Stakeholders
   • Stakeholders will be notified of all production updates in the bulletin

 Decision Points

• “Ticket Type” determines whether it goes to incident, problem or or enhancement (which would invoke the Change Control Process and
• thereafter, the Functional Specification Process)
• “Analyze / Replicate & Determine Next Steps” determines if item is related to a system issue, standardization / configuration request or training item
• "Determine Release Type" (MP, PROD, COMR) determines different testing and migration paths

Key Stakeholder Roles

• Requester: submits tickets, may be involved in User Acceptance Testing (UAT)
• CHRS Common Management System (CMS): develops and tests solution; updates documentation
• CHRS Operations (Ops)/Campus: provides input, liaise on policy; provides input on campus expectations and may approves proposed solutions
• Systemwide Human Resources (SWHR): clarifies policy and approves proposals involving policy

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