Change Management

PNAP Cloud applies a systematic approach to managing change so that changes to customer impacting services are thoroughly reviewed, tested, approved and well communicated.

PNAP Cloud’s change management process is designed avoid unintended service disruptions and to maintain the integrity of service to the customer. Changes deployed into production environments are:

  • Reviewed: Peer reviews of the technical aspects of a change
  • Tested: Being applied will behave as expected and not adversely impact performance
  • Approved: To provide appropriate oversight and understanding of business impact

Changes are typically pushed into production in a phased deployment starting with lowest impact areas. Deployments are tested on a single system and closely monitored so impact can be evaluated. Service owners have a number of configurable metrics that measure the health of the service’s upstream dependencies. These metrics are closely monitored with thresholds and alarming in place. Rollback procedures are documented in change management processes.

When possible, changes are scheduled during regular change windows. Emergency changes to production systems that require deviations from standard change management procedures are associated with an incident and are logged and approved as appropriate.

Periodically, PNAP Cloud performs self-audits of changes to key services to monitor quality, maintain high standards and to facilitate continuous improvement of the change management process. Any exceptions are analysed to determine the root cause and appropriate actions are taken to bring the change into compliance or roll back the change if necessary.

Actions are then taken to address and remediate the process or people issue.