DHCP, Process: Change classification

Process: Change classification

Description

After an RFC has passed the initial screening, the change manager must classify and categorize the RFC. The priority level set for a particular RFC determines how quickly the change advisory board (CAB) will review the request for change.

Task: Review emergency change request

Purpose

This task provides guidance to the change advisory board emergency committee (CAB/EC) on processing an emergency request for change. The number of emergency change requests should be kept to a minimum because they typically involve high risk and require a great outlay of time and resources. An emergency RFC is different from a standard RFC because it goes through the deployment phase of Microsoft Solutions Framework (MSF).

Emergency changes to DHCP services can have a great impact on a large number of users or can affect business processes that depend on the DHCP server. For this reason, it is very import to create a change request process that emphasizes prioritizing and attending to urgent problems associated with DHCP services. The Infrastructure Role Cluster is responsible for this task, but the request for emergency change can be initiated by any of the MOF role clusters. An emergency change request could involve the release of updates to the operating system, third-party applications, or configuration changes.

Procedure 1: Contact CAB

1. Make sure system has a server backup. Prior to contacting the CAB members, confirm the server has a successful server backup.
2. Select emergency CAB members. This should include standing members of the change advisory board as well as those members who can give the greatest guidance to DHCP services.
3. Notify the CAB of the emergency RFC. Each member of the CAB who was identified in step 2 must be notified of the emergency RFC. It is important that every attempt be made to contact each member of the emergency CAB; this may include e-mail, mobile devices, and other communication methods available. The member should be given an expected time in which to respond to the emergency change request and general information about the change request.
4. Review the RFC. Collect all information pertaining to changes to the DHCP service, including asking additional question of the change initiator. The CAB should look at the impact the change has on DHCP services. Weigh the risk associated with making an emergency change to the DHCP system versus making a standard change. The type of change could include:

   ● Applying service packs or hotfixes.

   ● Adding a new DHCP server.

   ● Adding a new network subnet/route/path/costing values.

   ● Adjusting thresholds and scope settings above policy.

   ● Changing backup and restore procedures.

   ● Modifying and applying policies.

   ● Changing a process or script used to administer servers.

Along with change type, collect the configuration item that will be affected by the change. Configuration items are objects that are subject to change. Any item that has the possibility of changing falls under change management. For DHCP servers these items include:

• DHCP server hardware
• Active Directory/domain controller hardware
• Hardware vendor
• Server role (what is the server function)
• Windows Server 2003 software
• Service packs
• Hotfixes
• Antivirus software
• Monitoring software
• Backup software
• Processes and procedures
• Documentation
• RFCs

Dependencies

• A process to initiate an RFC in the operational environment.
• An identified CAB roster and individuals who are contacted for emergency changes as they relate to DHCP services.
• Operations team educated around MOF/ITIL.

Technology Required

Base DHCP Windows Server 2003