Change management template for agent modernization

Overview

This article provides an example change ticket for you to use as a guide if your organization requires a formalized change management process to complete Code42 agent modernization.

Sections below include a sample completed ticket, a blank template, and explanations for each field.

Sample change ticket

The items below are intended for example purposes only. Modify these values to fit your organization.

• Ticket Type: Change
• Status: Open
• Reason for Change: Vendor required update
• Priority: Normal
• Labels: Security, Backup & Recovery
• Probability of Risk: 1 (Testing has been conducted, rollback possible)
• Impact of Failure: 1 (Outage/rollback highly unlikely)
• Risk Rating: 1 (Low)
• Expected Duration: Upgrade is dependent upon the endpoint agent checking in with the Code42 cloud. Time to check in will vary by endpoint use and connectivity. Upon connection and check in, the upgrade should take less than 15 minutes per device.
• Expected Date of Release: August 4, 2023
• Alternatives: Deprecation, use of unsupported agent
• Rollback Process: Uninstall new agents (insider risk and backup) from endpoints and reinstall legacy agent, after disabling agent modernization in Code42 console.
• Department Owner: IT/Security
• Communication Needed: Employees using the Code42 backup agent. None for insider risk agent.
• Impact of Change: Insider risk and backup agents on all employee endpoints can be managed separately and improved features are available.
• Testing Conducted: Tested migration on an organization with 9 Windows agents, 4 macOS agents, and 2 Linux agents. Code42 console determines readiness of agents. 
• Areas Impacted: Data Protection, Security, IT
• Approval: IT/Security Director(s)

Blank template

Copy and paste the blank template to fit your specific needs.

• Ticket Type: 
• Status: 
• Reason for Change: 
• Priority: 
• Labels: 
• Probability of Risk: 
• Impact of Failure: 
• Risk Rating: 
• Expected Duration: 
• Expected Date of Release: 
• Alternatives: 
• Rollback Process: 
• Department Owner: 
• Communication Needed: 
• Impact of Change: 
• Testing Conducted: 
• Areas Impacted: 
• Approval:

Field definitions

• Ticket Type: What type of ticket is this?
• Status [Open/In progress/Closed]: What’s the status of this ticket?
• Reason for Change: Why are we making this change now?
• Priority [Low/Normal/High]: How urgent is this change?
• Labels: Security/Backup & Recovery
• Probability of Risk [0-3]: Has testing been performed, if required? Has a rollback option been tested, if required? Is this a routine change? (Add 1 for each “no” response). 0 is visibility only or no risk; 3 is unknown probability, highly likely, or expected occurrence.
• Impact of Failure [0-3]: Is there a risk of outage, downtime, or roll-back? Rate on severity of impact if it occurs. 0 is no risk; 3 is an expected or highly likely occurrence.
• Risk Rating: Product of Probability and Impact with scale of 0-9.
• Expected Duration: How long will the change take?
• Expected Date of Release: When will the change go into effect?
• Alternatives: Deprecation, use of unsupported agent
• Rollback Process: Uninstall new agents (insider risk and backup) from endpoints and reinstall legacy agent, after disabling Agent Modernization in Code42 Console.
• Department Owner: IT/Security
• Communication Needed [Customers/Employees/Both/None]: Who needs to know? 
• Impact of Change: Provide the relative impact of the change to customers and/or <COMPANY> as well as any known risks associated with change.
• Testing Conducted: Is testing possible? What testing has been performed?
• Areas Impacted: Which people, teams, departments, customers, vendors, and/or partners are affected and how?
• Approval:Who has the final say on the change?

Related topics

• Agent Modernization Overview
• Guide to agent modernization
• Migrate legacy agents via agent modernization