Service Update Policy

This policy defines the evaluation and notification requirements for any updates to DigiPen system or services. Please refer to the Service Level Policy for details on which procedure affects a specific policy.

For Core and Critical Services

  1. Determine, as well as possible, the problem.
  2. Investigate the problem and determine the cause and solution to the problem.
    • Discuss the proposed solution with all available IT team.
  3. Document the cause and solution to the problem.
    • The solution should have a testing procedure to verify the effectiveness of the solution.
    • The solution should have a roll-back procedure in case the solution is problematic.
  4. If the solution will cause any service interruptions (including any service restart procedure) or can be reasonably expected to cause any service interruptions then it must be reviewed with the Director of IT or Productions to:
    • Determine the necessity of the change
    • Determine the appropriate time to implement the change
    • Determine the notification requirements for the change.
  5. Provide appropriate notification of the change.
    • When possible notifications should be provided one week, one day, one hour, and one minute prior to any changes.
    • The notification should provide specific detail about which services will be affected by the change.
    • Notifications should provide a specific time for the change and contact information for on-duty IT staff.
    • The change should be documented on the IT Updates page at least one day prior to the changes.
  6. Once the change has been completed and tested another notification should be sent out.
    • The notification should detail the changes and effect on services.
    • The notification should provide instructions for reporting any problems encountered as a result of the change.

For Important Services

  1. Determine, as well as possible, the problem.
  2. Investigate the problem and determine the cause and solution to the problem.
    • Discuss the proposed solution with all available IT team.
  3. Document the cause and solution to the problem.
    • The solution should have a testing procedure to verify the effectiveness of the solution.
    • The solution should have a roll-back procedure in case the solution is problematic.
  4. If the solution can be reasonably expected to cause any service interruptions then it must be reviewed with the Director of IT or Productions to:
    • Determine the necessity of the change
    • Determine the appropriate time to implement the change
    • Determine the notification requirements for the change.
  5. Provide appropriate notification of the change.
    • When possible notifications should be provided one day prior to any changes.
    • The notification should provide specific detail about which services will be affected by the change.
    • Notifications should provide a specific time for the change and contact information for on-duty IT staff.
    • The change should be documented on the IT Updates page.
  6. Once the change has been completed and tested another notification should be sent out.
    • The notification should detail the changes and effect on services.
    • The notification should provide instructions for reporting any problems encountered as a result of the change.

For Supported Services

  1. Determine, as well as possible, the problem.
  2. Investigate the problem and determine the cause and solution to the problem.
    • Discuss the proposed solution with all available IT team.
  3. Document the cause and solution to the problem.
    • The solution should have a testing procedure to verify the effectiveness of the solution.
    • The solution should have a roll-back procedure in case the solution is problematic.
  4. Provide appropriate notification of the change.
    • The change should be documented on the IT Updates page at least one day prior to the changes.