Change & Problem Management

Planned change and recurring problems: approvals, maintenance, major incidents, root cause.

CAB Brief Builder

Build the weekly change advisory board pack: pending changes ranked by risk, collision flags, and last week's change outcomes for 20-minute CAB decisions.

Change Calendar Management

Check a proposed change window against freeze windows, client calendars, and other scheduled changes so collisions surface before the maintenance email.

Change Request Intake

Normalize a prose change request into a structured record (what, why, scope, when, rollback, risk) and route it to the right approval track before work.

Change Risk Assessment

Classify a change request as standard, normal, or emergency by scoring blast radius and rollback confidence so approval effort matches actual risk.

Emergency Change Handling

Run break-glass discipline for an emergency change: minimal in-flight record, act-then-document, then chase full retro documentation to done in 24 hours.

Incident Commander Brief

Assemble a handoff brief for an incoming incident commander: timeline, workstream states, comms state, and the next decision point in a single read.

Incident Comms Cadence

Draft internal and client updates on a fixed clock during a major incident from ticket evidence, tracking the next-due time so the cadence never lapses.

Known Error Database

Maintain the KEDB with every known error in one findable symptom, cause, and workaround format — deduplicated on arrival and retired when the fix ships.

Maintenance Freeze Windows

Record and enforce client freeze calendars (tax season, go-lives, retail peak) so freezes block change scheduling unless a documented exception is signed.

Major Incident Declaration

Run the criteria check, declare or explicitly decline a major incident, assign incident roles, and start the comms clock from one declaration checklist.

Post-Incident Action Tracking

Turn post-incident review action items into real tickets with owners and due dates, then run the follow-through audit that catches ones dying in backlog.

Problem Record Lifecycle

Drive a problem record through its states — opened from an incident cluster, investigating, known error, then fixed or accepted-risk closure.

Recurring Maintenance Tickets

Verify scheduled maintenance tickets (backup checks, patch cycles, monthly server reviews) carry real completion evidence and flag skipped cycles fast.

RFO Letter

Draft the reason-for-outage letter a client receives after a major incident (facts, impact, remediation, prevention) written defensively for legal review.

Workaround Documentation

Document a workaround in the standard format (steps, hold time, cost, expiry review) and label the ticket workaround-only so nobody mistakes it for a fix.