1.

Introduction:
 
Online Change Management is a web based application which provides a common platform to Comne
and interact through a cordial and managed channel regarding the same. The Change Request can be
maintenance.
 
The system provides online status and reports to the regions as well as the HUB managers and the CA
and participation and performance of HUB engineers in TEAM WORK.
 
The system keeps a record of all change requests and the procedures followed to close the request wh
the failures and repetition of mistakes in future.
 
2. Objective:
 
To streamline the change management process
To track and control the change process
To minimize the incidents due to changes
To make the process transparent and effective
Timely and systematic execution of requests
Transparency in operations
Scheduling and reporting
 
 
6. Procedural Details:
 
The system is governed by accessibility levels of users according to their roles in the organization and
should work.
 
6.1. SLAs:
 
SLA 1
Any request visible in HUB CRF New Request page should be cleared from that stage within SLA 1. Th
cleared from this page the same day, whatever action may be taken. The requests which come after 2
on Friday after 2 pm or anytime on Saturday or Sunday can be accepted on coming Monday.
 
 
SLA 2
SLA 2 is applicable to Commercials/Finance Department. They have to clear request within 24 hours t
 
 
SLA 3
SLA 3 is meant for Level-3 Users who verify the plans. The time constraints are same as SLA 1.
 
 
SLA 4
SLA 4 is meant for verifications of Tests and Executions. The same has to be verified within 1 hour of t
time.
 
 
SLA 5
This is the most important SLA. Any request accepted by HUB should be executed and clos
accepted by Thursday, have to be closed by Sunday and requests accepted on Friday,Satur
 
Briefing:
 
New Request: A new Request can be raised by Region Engineer, ACSM, ROSM, and RCSM. The new r
Region for information, approval for commercial or decline the request if finds it unsuitable.
 
SLA 5
This is the most important SLA. Any request accepted by HUB should be executed and clos
accepted by Thursday, have to be closed by Sunday and requests accepted on Friday,Satur
 
Briefing:
 
New Request: A new Request can be raised by Region Engineer, ACSM, ROSM, and RCSM. The new r
Region for information, approval for commercial or decline the request if finds it unsuitable.
 
The request passes through different stages:
 
Analysis and Planning: The request is analyzed and planned for testing and execution by an experi
managers for which the engineer is also given rating.
 
Testing/Execution: The request is either executed directly or testing is done before execution on live
engineer. The system is hard bounded by Sequential Procedures and Verification at every step.
 
Request Closing: The request closed from HUB end is visible closed to Regions through Change Man
lifecycle in its immature stages also through the Online System.
 
 
6.2. Flow Diagram:
 
This work flow diagram itself indicates the different stages and procedural sequence followed by chan
accessibility levels required by users.
 
 
 
 
CLICK TO VIEW FLOW CHAR
n platform to Comnet engineers based throughout India to raise their ‘Request for Change’ to HUB
ange Request can be related to VSAT configurations, bandwidth, link, and hardware or software

managers and the CAB. The system also helps to analyze the trends of requests, manpower efforts

close the request which can itself be used as knowledge base and reference for future to minimize

the organization and steps are bounded by SLAs under the constraint of which HUB engineers

age within SLA 1. The requests that come to this page before 2 pm in the weekdays should be
ts which come after 2 pm on weekdays should be cleared the next day. The requests which come
ng Monday.

est within 24 hours the request comes to them.

ame as SLA 1.

ied within 1 hour of the execution or the test in which execution of request is done at the same

executed and closed within the boundation of this SLA. The requests that have been
ted on Friday,Saturday or Sunday should be closed by next Sunday.

and RCSM. The new request can be accepted by HUB L2 only. He can also sent the request to
unsuitable.
 executed and closed within the boundation of this SLA. The requests that have been
ted on Friday,Saturday or Sunday should be closed by next Sunday.

and RCSM. The new request can be accepted by HUB L2 only. He can also sent the request to
unsuitable.

ecution by an experienced and senior engineer of HUB. The same is verified by one of the HUB

fore execution on live system by HUB L1 or senior engineer and same is verified by some other
at every step.

through Change Management System. Region can also monitor the requests throughout its entire

nce followed by change management system. The SLAs have been mentioned along with the user

O VIEW FLOW CHART

 Flow Chart
Back to CRF
New Request Initiate
Online CRF
From Region
Level-1 User

No SLA Time

RCSM Approval
Online CRF
From Region
Level-2 User

New Request to HUB

Hub CRF

SLA 1

Send for
Information Request Commercial/Finance
Decline Request to Region Accept Request Put Request On Hold approval
Hub CRF Hub CRF Hub CRF Hub CRF Hub CRF
From HUB From HUB From HUB From HUB From HUB
Level-3 User Level-3 User Level-3 User Level-3 User Level-2 User

Status Visible to Region No SLA Time No SLA Time No SLA Time SLA 2
Online CRF

Commercial/Finance
Information Reply Plan of Change Procedure Request Released Reply
SATCOM Commercial
Online CRF Hub CRF Hub CRF CRF
From Commercials/
From Region From HUB From HUB Finance
Level-2 User Level-2 User Level-2 User Level-1 User

New Request to HUB SLA 3 New Request to HUB New Request to HUB
Hub CRF Hub CRF Hub CRF

Verify Plan
Hub CRF
From HUB
Level-3 User

No SLA Time

Reject Verified Plan Test According to Plan Decline Request

Hub CRF Hub CRF Hub CRF
From HUB From HUB From HUB
Level-4 User Level-1 User Level-3 User

Send Request Back

for Planning SLA 4 Status Visible to Region
Hub CRF Online CRF

Verify Testing
Hub CRF
From HUB
Level-2 User

Reject Test With any

result Test Unsuccessful Testing Complete Testing and Execution Complete
Hub CRF Hub CRF Hub CRF Hub CRF
From HUB From HUB From HUB From HUB
Level-2 User Level-2 User Level-2 User Level-2 User

Send Request Back Send Request Back for

for Testing Testing No SLA Time Status Visible to Region
Hub CRF Hub CRF Online CRF

Reject Verified Test Decline Request

Hub CRF Execution Hub CRF
From HUB Hub CRF From HUB
Level-4 User From HUB Level-3 User
Level-1 User

Send Request Back for

Testing Status Visible to Region
Hub CRF SLA 4 Online CRF

Verify Execution
Hub CRF
From HUB
Level-2 User

Reject Execution With Testing and Execution

any result Complete Execution Unsuccessful
Hub CRF Hub CRF Hub CRF
From HUB From HUB From HUB
Level-2 User Level-2 User Level-2 User

Send Request Back for

Execution Status Visible to Region Send Request Back for Execution
Hub CRF Online CRF Hub CRF