Change Management v2.0 - Rowan University...The user interface is divided into the following areas: • Banner frame: Runs across the top of every page and contains the Rowan logo,

ServiceNowCHANGEMANAGEMENT

Version1.0

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DefinitionofCommonlyUsedTerms .............................................................................................. 3LogintoServiceNow ....................................................................................................................... 4ITILHomepage ................................................................................................................................ 5NavigationOverview ....................................................................................................................... 6UserInterface ............................................................................................................................. 6ApplicationsandModules .......................................................................................................... 6ApplicationNavigator ............................................................................................................. 6ApplicationNavigatorHeader ................................................................................................. 7

TheServiceDeskApplication ...................................................................................................... 9WorkingwithLists ......................................................................................................................... 10TitleMenu ................................................................................................................................. 11Search(Goto) ........................................................................................................................... 12UsingWildcardSearches ........................................................................................................... 13HyperlinkedFields ..................................................................................................................... 14ColumnHeadings ...................................................................................................................... 15UsingFiltersandBreadcrumbs ................................................................................................. 16ChangeFormIconsandIndicators ........................................................................................... 18

ManagingYourWork .................................................................................................................... 19ChangeManagementOverview ................................................................................................... 21ChangeTypeClassifications ...................................................................................................... 22PriorityClassifications ............................................................................................................... 23RiskClassifications .................................................................................................................... 23

CreateaNormalChangeRequest ................................................................................................. 24NormalRequestforChangeReview ......................................................................................... 30AssigningaChangeOwner ........................................................................................................ 32PerformingtheChangeTasks ................................................................................................... 33PostImplementationReview(PIR) ........................................................................................... 35ChangeClosure ......................................................................................................................... 36

EmergencyChangeProcess .......................................................................................................... 38CreateanEmergencyChangeRequest ......................................................................................... 38PerformingtheChangeTasks ................................................................................................... 41PostImplementationReview(PIR) ........................................................................................... 44ChangeClosure ......................................................................................................................... 45

StandardChangeProcess ............................................................................................................. 46CreateaStandardChangeTemplate ............................................................................................ 47StandardChangeTemplateProposalReview ........................................................................... 50

CreateaStandardChange ............................................................................................................ 52StandardChangeReview .......................................................................................................... 54AssigningaChangeOwner ........................................................................................................ 56PerformingtheChangeTasks ................................................................................................... 57PostImplementationReview(PIR) ........................................................................................... 59ChangeClosure ......................................................................................................................... 60

TipsandTricks ............................................................................................................................... 61QuickReferenceforChangeSteps ............................................................................................... 62

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DefinitionofCommonlyUsedTermsITIL:AnacronymforInformationTechnologyInfrastructureLibrary,ITILisasetofpracticesforITservicemanagement(ITSM)thatfocusesonaligningITserviceswiththeneedsofbusiness.

ITSM:ITservicemanagementreferstoallactivitiesthatareperformedbyanorganizationtoplan,design,deliver,operateandcontrolinformationtechnology(IT)servicesofferedtocustomers.Theseactivitiesaredirectedbypolicies,organizedandstructuredinprocessesandsupportingprocedures.

Incident:AnunplannedinterruptiontoanIRTServiceorareductioninthequalityofanIRTService.Forexample:Auser'semailclientstopsworking.

Problem:Acauseofoneormoreincidents.ThecauseisnotusuallyknownatthetimeaProblemiscreated.

Task:Tasksarecreatedbyuserswhoarerequestingthetasktobeperformed,andarethenupdatedasthetaskmovesalongtheworkflow.Ataskiscreated,workisperformeduponit,andeventuallyitmovestoaresolvedstate.Tasksallowuserstorequesttasks,andtrackhowtheyarebeingfulfilledbytheappropriateparties

ServiceRequest:Arequestsubmittedbyauserforsometypeofservice,software,orhardware.Servicerequestsgenerallyrefertosomethingtheuserwantsand/orneedsbutdoesnotalreadyhave,suchasaprinterorlaptop.

Change:Theaddition,modificationorremovalofanythingthatcouldhaveaneffectonIRTServices.

ChangeInitiator:Thepersoninitiatingthechangerequestinthe“Requestedby”field.ThisfieldwillautomaticallybefilledinforthepersonloggedintoServiceNowenteringthechange,butcanbeupdatedifthechangeisenteredonbehalfofsomeoneelse.ThechangeinitiatoristypicallytheChangeOwnerthemselvesiftheyarerequestingthechange.

ChangeManager:TheITManagerresponsiblefortheservicetobechanged.Inmostcasesthisisthesupervisoroftheindividualenteringthechange.

CABCoordinator:ResponsibleforreviewingtherequestsforchangeandnotingtheCABacceptanceorrejectionofachange.

TolearnmoreaboutITIL,pleasedownloadthisoverviewofITIL:https://www.servicenow.com/content/dam/servicenow/documents/ebook/ebk-it-infrastructure-library-overview.pdfServiceNowGlossaryofTerms:http://wiki.servicenow.com/index.php?title=Glossary_of_Terms

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LogintoServiceNowNOW (for training purposes): http://test.support.rowan.edu/

Gotohttp://servicenow.rowan.edu(orhttp://support.rowan.eduafterMay15th)andonceloggedintotheWebPortal,click"Technician"atthetopandyouwillberedirectedtothefullServiceNowapplication.

Alistofsupportedbrowserscanbefoundhere:https://docs.servicenow.com/bundle/istanbul-servicenow-platform/page/administer/navigation-and-ui/reference/r_SupportedBrowsersForUIVersions.html.SafariWarningArecentupdatetoSafarihasimpactedtheappearanceofServiceNow.ServiceNowisawareoftheissueandisinvestigatingaresolution.Therecommendedworkaroundistouseadifferentbrowser,suchasChrome,untiltheissuecanberesolved.

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ITILHomepageOnceloggedin,youwillbepresentedwithahomepageinitiallytailoredtoyourrole.IfyoudonotseetheITILhomepage,youcanalwaysaccessitbyclickingtheRowanUniversitylogointhetopleftcorneroftheServiceNowapplication.

Youcanaddcontenttoyourhomepagebyclickingthe iconintheupperleftofthecontentpane.

Youcanalsoremovecontentbyhoveringoverthecontentboxandclickingonthe iconthatappearsintheupperrightoftheitem.Thiswillallowyoutocreateapersonalizedhomepage.ThedefaulthomepageistheITILHomepageandincludesthefollowingcontent:News(Announcements),Assignedtome(incidents),MyWork(incidents,taskandchangesassignedtoyou)andMyGroupsWork(incidents,tasksandchangesassignedtoyourgroups).

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NavigationOverview

UserInterface

Theuserinterfaceisdividedintothefollowingareas:•Bannerframe:RunsacrossthetopofeverypageandcontainstheRowanlogo,globaltextsearch,helpandageariconwhichdisplaysthesystemmenuwithadditionalsettingsandcontrols.•Applicationnavigatororleft-navigationbar:Provideslinkstoallapplicationsandmodules.•MainContentframe:Displaysinformationsuchaslists,formsandhomepages.

ApplicationsandModules

Anapplicationisagroupofmodules,orpages,thatproviderelatedinformationandfunctionalityinServiceNow.Forexample,theIncidentapplicationcontainsmodulesforcreatingandviewingincidents;theChangeapplicationcontainsmodulesforcreatingandviewingchangesetc.

ApplicationNavigator

Theapplicationnavigator,orleft-navigationbar,provideslinkstoallapplicationsandthemodulestheycontain,enablinguserstoquicklyfindinformationandservices.Intheapplicationnavigator,youwillseeblackrectangularboxes.Theseboxesrepresent"Applications"withinServiceNow.ThenumberofApplicationsavailabletoyouwillvaryaccordingtoyourrole.ClickonanyoftheblackrectangularboxestoexpandandcollapsetheApplicationarea.

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UponexpandinganApplication,itwillbehighlightedyellowandyouwillseeanumberoflinksrelatedtothatApplication.Theselinksarereferredtoas"Modules"withinServiceNow.Tohaveamoduleopeninthemaincontentframe,clickthemodulename.

ApplicationNavigatorHeader

Theapplicationnavigatorheaderprovidesthefollowingtools:TheApplicationFilter:Filterstheapplicationsandmodulesthatappearinthenavigatorbasedonthefiltertext.Theeasiestwaytofindwhatyouarelookingforistotypeasearchtermintothenavigatordescribingtheapplicationormoduleyouarelookingfor,suchas"incident,"tofiltertheitemscontainingthatword.

TheFavoritesFilter(thestaricon):Filtersthemodulesdisplayedintheapplicationnavigatortoshowmodulesmarkedasfavorites.Eachmodulehasastariconbesideitsnamewhenyouhoveroverit.

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Thestariconforeachmodulecanbeselectedtodesignateafrequently-usedmodulethatwillthendisplayunderFavoritesintheapplicationnavigator.

YourHistory(theclockicon):Displaysitemsyouhaverecentlyaccessedinchronologicalorder.

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TheServiceDeskApplication

TheServiceDeskapplicationgroupstogethermanycommonly-usedmodules.Callers:Alistofuniversityusersandaffiliates.(Formerlycalled"Requesters"inServiceDesk)Incidents:Activeincidentslistedinyourassignmentgroups.Knowledge:TheUniversityknowledgebasethatcontainssupportdocumentation,proceduraldocumentationandcustomer-specificdocumentation.MyWork:Activeincidents,tasksandchangesthatareassignedtoyou.MyGroupsWork:AnextensionoftheMyWorkviewthatshowsallofyourworkaswellasyourgroup’sactiveincidents,tasksandchanges.MyApprovals:UsedforChangeManagers,KnowledgeAdminsandsomeServiceCatalogRequests.SLAs:Thismodulewillshowyouwhatincidentsassignedtoyouoryourgrouparenearingtargetedcompletiontime.AnSLAisanagreementbetweenIRTandourcustomersthatdescribestheserviceanddocumentsserviceleveltargets.

SLATargetTimes:

• Low:Resolvedwithin5days• Moderate:Resolvedwithin3days• High:Resolvedwithin6hours• Critical:Resolvedwithin4hours

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WorkingwithListsMostdatainServiceNow;incidents,changes,tasks,usersetc.,isviewedinlists.

Thissectionwillexplainhowtosearch,sortandfilterrecords.

Thefollowingfunctionshelpnavigateanddefinelists:

• TitleMenu• Goto/Search• ActivityStream• ListNavigation• Filter• BreadcrumbNavigator• PersonalizeListGear• HyperlinkedFields• ColumnHeadings

DefaultListView:Ifyoudon'tseeallofthefieldsorcolumnsyoushouldonalist,checktomakesureyouareinthe"Default"view.Theotherviews,suchasthe"Self-Service"view,arelimitedandwhattheenduserwouldtypicallysee.ChangeyourviewbacktotheDefaultviewfromtheTitleMenu.

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TitleMenu

Clickingthehamburgericon( )inthetopleftofthemaincontentframewillbringupthetitlemenu.

FromtheTitleMenu,youcanperformthefollowingfunctions:

View:Changestheviewofyourlist.Youmaynotseeallviewsassomearerestrictedbyrole.Ifyoudon'tseeallofthefieldsorcolumnsyoushouldinalist,changeyourviewto"Defaultview."Someotherviewsarelimitedandonlyshowwhattheenduserwouldtypicallysee(theSelf-Serviceview,forexample).

Filters:Appliesasavedfilterorallowsyoutoeditapersonalfilter.

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GroupBy:Groupsrecordsbyaspecificfield.

Show:changesthemaximumnumberofrecordsperpage.

Search(Goto)

A"Goto"searchoptionisavailableinlistviewthatallowsyoutofilterandsearchbycolumnname.Forexample,youcanenteraspecificChangeNumbertofiltertheNumberfieldorchangethedropdownto"ChangeManager"andenteraname.

Youalsohavetheoptiontoperformageneraltextsearchonthelistyouareworkingwith.

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Changethedrop-downto"fortext"andthe"Goto"designationchangesto"Search."Youcanthensearchbymoregeneralterms.

The“Goto”searchworksonaspecificlistbutthereisalsoaGlobalSearchiconinthefarupperrightcorneroftheapplication.

TheglobalsearchlooksthroughallofServiceNowforyourquery.Forexample,youcansearchforaparticularrecord,whetheritbeanincident,changeorrequest,bytypingtherecord’sexactnumberintheglobalsearchbar.

UsingWildcardSearches

ThefollowingwildcardscanbeusedwhensearchinginServiceNowtorefinesearchresults.

Wildcard SearchResults

*searchterm Contains

searchterm% StartsWith

%searchterm EndsWith

!*searchterm DoesNotContain

=searchterm Equals

!=searchterm DoesNotEqual

Forexample,searchingtheChangeManagercolumnfor*sedlockwillshowonlyrecordsthatcontainthewordsedlockintheChangeManagerfield.

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HyperlinkedFieldsWithinalist,underlined(hyperlinked)fieldsrepresentareferencetoarecordinanothertable.Forexample,clickingonahyperlinkeduser'snamewillopenthatuser'srecordfromtheusertable.

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ColumnHeadings

Clickingonacolumnnamegivesyouthefollowingcapabilities:Sorting:Clickthecolumnnametosortthelistinascendingorder.

Clickagaintosortinreverseorder.

Search:Clickthesearchiconattheleftofthecolumnheadingstoaddindividualsearchboxesforeachcolumn.

Beginyourquerywithanasterisk“*”tofindallrecordscontainingyoursearchstring,orbeginthequerywitha“%”tofindrecordsthatendwiththeinput.Rightclickingacolumnnameorclickingthehamburgericon( )totheleftofthecolumnnameopensthesecontrols:Sort:Arrangesthecolumnalphabeticallyfrom(atoz)or(ztoa).GroupBy:Aggregatesrecordsbyfield.BarandPieChart:Createquickbarandpiechartreportsbasedonthefiltercriteriaofthelist.Technicianscanthenmodifythesereportsorcreategauges.Export:ExportsdatatoExcel,CSV,orPDF.

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UsingFiltersandBreadcrumbsAfilterisasetofconditionsappliedtoalist.Userscanapply,modify,createandsavefilters.Thecurrentfilterisindicatedbyahierarchicallistofconditions—orbreadcrumbs—atthetopofthelist.Breadcrumbs Asyousearch,asetofbluehyperlinks,calledBreadcrumbs,willappearshowingyoursearchcriteria.

Breadcrumbsofferaquickformoffilternavigation.Thebreadcrumbsareorderedfromlefttoright,frommostgeneraltomostspecific.

Clickingabreadcrumbremovesalloftheconditionstoitsright.Clickingtheconditionseparator(>)beforeaconditionremovesonlythatcondition.

Filters Therearetwowaystofilterlists

UsetheFiltericon.

• Clickthefiltericontodisplaythefilterlogicbuilder• Usethismethodifyouknowthelogicthatyouwanttousetofilteryourlist• Afteryouhaveyourfiltercreated,click“Run”

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UseShowMatchingandFilterOut

Right-clickonafieldinanycolumnthatisdisplayedinalist

"Showmatching"willfilteronthatspecificfield

"Filterout"willremovethefieldfromview

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ChangeFormIconsandIndicators

Withinchangeform,youmayseesomeofthefollowingiconsandindicators:

MagnifyingGlass:Somefieldshaveamagnifyingglassiconnexttothemindicatingthattheyareareferencefields.Referencefieldscanbefilledinbyclickingonthemagnifyingglassiconandsearchingforthedesireditem.Changethesearchoptionto"fortext"togetthewidestsearchresults.Anotheroptionistostarttypingtextinthefield,whichwillthenattempttoauto-completeyourentryandfindthedesireditem.

Read-Only:Whenafieldcannotbeeditedthefieldwillappearwithagraybackground.

Tombstone:Hoveroverthisicontorevealadditionalinformationaboutthefieldtheiconappearsnextto.Forexample,oncethe"Requestedby"fieldisfilledin,hoveringoverthetombstonewillshowyouthatuser'srecordinapop-upwindow.Clickingthetombstonewillleavetheformandtakeyoutothatuser'srecordintheusertable.

RedAsterisk:Designatesarequiredfield.Youwillnotbeabletosubmittheformuntilanacceptedvalueisentered.

Invalidentry:Whenafield’sbackgroundcolorturnsreditindicatesthatthefieldhasaninvalidvalueenteredandcannotbesaveduntilthevalueiscorrected.

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ManagingYourWorkThe"MyWork"and"MyGroupsWork"modulesshowallincidents,tasks,requestsandchangesassignedtoyouoryourgroup.IfyouarejustlookingattheIncidentmodule,forexample,youmaymissothertasksassignedtoyou.SearchtheApplicationNavigatorfor"MyWork"and"MyGroupsWork"andaddthosemodulestoyourFavoritesbyclickingtheStarIconnexttotheirname.

ThiswillmakethemavailablefromtheFavoritesmenu.

MyWork:Activeincidents,tasksandchangesthatareassignedtoyou.MyGroupsWork:Activeincidents,tasksandchangesthatareassignedtoallgroupsyouareamemberof.ThesemodulesarealsoavailableontheITILhomepage.YoucanalwaysaccesstheITILhomepagebyclickingtheRowanUniversitylogointhetopleftcorneroftheServiceNowapplication. MyWorkandMyGroupsWork

TheMyWorkmoduleshowsanyincidents,tasksandchangesassignedtoyou.

TheMyGroupsWorkmoduleshowsanyincidents,tasksandchangesassignedtothegroupsyouareamemberof.

Acrossthetopofthelistinboth"Work"views,youwillseethefollowingcolumns:

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Number:Clickthisnumbertoopentheincident,changeortaskTaskType:Thisshowswhethertheitemisanincident,changeortask.Requester:Ifthetasktypeisanincident,thiswillshowthecustomerwhoreportedit.Ifyouclicktheirhyperlinkednameitwilldisplaytheiruserinformation.Ifthetasktypeisachangeorcatalogtask,thiswillshowthecustomerwhorequestedit.ShortDescription:Theshortdescriptionfromthechangeform.Assignedto:Displaysthenameofthetechniciantheincident,changeortaskisassignedto.Opened:TheDateandtimethattheincident,changeortaskwasopened.State:Thecurrentstatusoftheincident,changeortask,suchas"New","Scheduled"or"Resolved."AssignmentGroup:Thegroupthattheincident,changeortaskisassignedto.DueDate:Thedatetheincident,changeortaskshouldberesolvedbyinordertomeettheconfiguredSLA.Priority:Thelevelofpriorityassignedtotheincident,changeortaskbasedonImpactandUrgency.Youcanseeatthetopinblueitdisplaysa"breadcrumb"thatshowswhatGroupsyouareamemberofandtheStatesitisfiltering.

Youcanchangewhatisbeingdisplayedbyclickingthefiltericonontheleftandadjustingthefilter.

Toopenanincident,changeortask,clickonthehyperlinkednumberinthelistview.

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ChangeManagementOverviewChangeManagementplans,organizes,controls,executesandmonitorschangesthataffectITservicedelivery.ChangeManagementencompassesallcomponentsandactivitiesrequiredtodirectadditions,modificationsanddeletionstosystems,networkandvariousITprocesses.ThegoaloftheChangeManagementprocessistoensurethatstandardizedmethodsandproceduresareusedforefficientandprompthandlingoftechnicalchanges,inordertominimizetheimpactofchange-relatedincidentsuponservicequality,andconsequentlytoimprovetheday-to-dayoperationsoftheorganization.ChangesareclassifiedasNormalMajor,NormalMinor,StandardandEmergency.

ChangeRolesChangeInitiator:Thepersoninitiatingthechangerequestinthe“Requestedby”field.ThisfieldwillautomaticallybefilledinforthepersonloggedintoServiceNowenteringthechange,butcanbeupdatedifthechangeisenteredonbehalfofsomeoneelse.ThechangeinitiatoristypicallytheChangeOwnerthemselvesiftheyarerequestingthechange.

ChangeManager:TheITManagerresponsiblefortheservicetobechanged.Inmostcasesthisisthesupervisoroftheindividualenteringthechange.

ChangeOwner:Thepersonresponsibleforthemakingthechangehappen,ensuringthechangeticketisupdatedandmarkedascompleted.Thisincludesdesigningthechange.TheChangeOwneristheleadoftheimplementationteaminthe“Assignedto”fieldandistypicallythepersoncreatingtheinitialchangerequest.

TheCABCoordinator:ResponsibleforreviewingtherequestsforchangeandnotingtheCABacceptanceorrejectionofachange

TheChangeAdvisoryBoardmeetstwiceperweekandreviewsandapprovesallchangesexceptNormalMinorChanges.

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ChangeTypeClassifications

Level Description Risk Submittal/ApprovalRequirements

NormalMajorChange**

Potentialtodisruptcriticalbusinessand/orstudentactivitiesformanyusers.

High

ChangeRequestissubmittedatleast7calendardayspriortotargetimplementationdate.Introducesmajornewtechnologiesona

considerablescale.

Affectsamajorpartofthebusiness-criticalinfrastructure.

ReviewandapprovalbytheChangeManagerandChangeAdvisoryBoard(CAB.)

Highprobabilityofserviceoutagewithlengthybackoutplan(>1hr).

Complexorlengthyimplementation.

Notastandardoremergencychange.

NormalMinorChange

Changeimpactsasmallusergroup.

Moderate

ChangerequestissubmittedpriortoEOBonthedayprecedingaCABmeetingandtargetimplementationtimeisscheduledforsevendaysaftertheCABmeeting.

Highprobabilityofsuccess.


ApprovalbytheChangeManager.Relativelysimpleorquickimplementationandbackout.

StandardChange**

Pre-authorizedchangethathasanestablishedimplementationpath,whichhasbeenprovensuccessfulwithminimalbusinessimpactandhasadocumentedsetofprocedures,includingawell-documentedandsuccessfullytestedbackoutprocedure.

Low

Nominimumsubmissionrequirement.

InitialReviewandApprovalbytheChangeManagerandCAB,withanapprovalexpirationdateofoneyear.Subsequentimplementationsdonotrequireapproval,however,theywillneedtoberecordedintheworknotesoftheStandardChange.

EmergencyChange**

Criticalserviceisdownorseverelyimpairedwithdisruptiontobusinessand/orstudentactivities. High

ChangeRequestissubmittedwithinonebusinessdayafterthestartofthetriage.

ChangeRequestcanbedeferreduntiltheissueisresolvedorundercontrol.

ChangeisreviewedatthenextChangeAdvisoryBoard(CAB)meeting.

**RequiresReview/ApprovalbytheChangeAdvisoryBoard(CAB)

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StandardandEmergencyApprovalsStandardchangesarepre-authorizedbytheCAB.Theyfollowanapprovedchangemodelandmaybeofanyscope,butmustbeoflowrisk.Approvalsforstandardchangesmayberequiredduringchangefreezeperiods.Emergencychangesareconductedinresponsetoanincident.Emergencychangesofanyscopeorriskmaybedocumentedretroactively,ifnecessary.Themanager(ordesignatedbackupmanager)inchargeoftheIncidentisresponsibleforapprovingthechange.

PriorityClassifications

Priority Description

Urgent

Requiresimmediateimplementation(emergencychangeprocess).CausinglossofserviceorsevereusabilityproblemstoalargernumberofUsers,amission-criticalsystem,orsomeequallyseriousproblem.Immediateactionrequired.Resourcesmayneedtobeallocatedimmediatelytobuildsuchauthorizedchanges.

HighRequiresimplementationwithin48hours.Severelyaffectingsomeusers,orimpactinguponalargenumberofusers.Tobegivenhighestpriorityforchangebuilding,testingandimplementationresources.(Otherthanemergency).

Medium Requiresimplementationwithinfivedays.Nosevereimpact,butrectificationcannotbedeferreduntilthenextscheduledreleaseorupgrade.Tobeallocatedmediumpriorityforresources.

Low Requiresimplementationbyanindicateddate.Achangeisjustifiedandnecessarybutcanwaituntilthenextscheduledreleaseorupgrade.Tobeallocatedresourcesaccordingly.

RiskClassifications

ChangeriskiscalculatedautomaticallywhenthechangeissubmittedforreviewandisclassifiedasLow,MediumorHigh.Theriskfieldiscalculatedbasedonthelikelihoodofanoutageandthenumberofimpactedusersasseeninthechartbelow.

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CreateaNormalChangeRequestNormalchangerequestsaretypicallycreatedbytheChangeOwnerorChangeInitiator.TostarttheChangeManagementprocess,theChangeInitiator(orChangeOwneronbehalfoftheChangeInitiator)willcompleteaRequestforChange(RFC)formbynavigatingtotheChangeapplicationandselectingtheCreateNewmodule.

**Unlessotherwisestatedinthefielddescriptions,allfieldsmentionedbelowaremandatory.Select:"Normal:Changeswithoutpredefinedplans.NormalMajorrequiresCABapproval.NormalMinorrequiresonlyChangeManagerapproval"fromthelist.

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ThiswillopentheNormalChangerequestform:

SelecttheConfigurationItemandLocationfields.Thesefieldscanbeenteredbytypingtextinthefield,whichwillthenattempttoauto-completeyourentryandfindthedesireditem.Youcanalsoclickthemagnifyingglassicontotherightofthefieldtosearchforthedesiredentry.Ifyouhavepreviouslychosenaconfigurationitemorlocation,youcanclickinthefieldtogetalistofrecentselections.

AswithServiceDesk,theConfigurationItemdatabasewillnotbefullypopulated.ThiseffortisincludedinafuturephaseoftheServiceNowproject.ChangeInitiatorsshouldassignthe"UnknownConfigurationItem"valuetothisassignedfield.The"Location"fieldshouldbesettoreflectthescopeofimpactthechangeand/ortheresultingoutagewillaffect.

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Usethedrop-downmenutoselecttheClassificationoftheNormalRFC.TheclassificationwillbeeitherMinororMajor.Refertothechartbelowtodeterminethecorrectclassification.

TheTypefieldisaread-onlyfield.Itisautomaticallyenteredbasedonthetypeofchangeselected

Level Description Risk

NormalMajorChange

Potentialtodisruptcriticalbusinessand/orstudentactivitiesformanyusers.

High

Introducesmajornewtechnologiesonaconsiderablescale.

Affectsamajorpartofthebusiness-criticalinfrastructure.

Highprobabilityofaserviceoutagewithlengthybackoutplan.(>1hr)

Complexorlengthyimplementation.


NormalMinorChange

Changeimpactsasmallusergroup.

ModerateorLow

Highprobabilityofsuccess.


Relativelysimpleorquickimplementationandbackout.

Usethedrop-downmenustoselecttheChangeCategoryandChangeSubcategory.TheChangeCategoryfieldismandatory,buttheChangeSubcategoryfieldisnotsinceeveryChangeCategorymaynothavearelatedChangeSubcategory.However,itisrequiredtocheckforasubcategoryafterselectingacategory.Ifthereisnorelatedsubcategory,thenthesubcategorycanbeleftasNone.

TheISOApprovalfieldisaread-onlyfield.ThisfieldwilleitherbeblankorhavecheckmarkindicatingthattheInformationSecurityOfficemustapprovethechange.ThisfieldiscalculatedusingtheselectionsintheChangeCategoryandChangeSubcategoryfields.FirewallrequestsandSecurityrelatedgrouppolicyupdatesrequireISOapprovalatthistime.

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EnteratitleforyourchangeintheShortDescriptionfieldandmoredetailedinformationintotheDescriptionfield.TheDescriptionfieldispre-populatedwithitemstoassistyou.

Ifanoutageisrequiredtoperformthechangetasks,chooseYesintheOutageRequiredfield.

TheApprovalfieldisaread-onlyfieldindicatingifapprovalshavebeenobtainedornot.TheStatefieldcontainsthecurrentstateandanystatethatthechangecanbeadvancedto.Thisfieldisnotmandatoryasthereareothermeanstoadvancethechangestate.SelectaChangeManagerforthechange.Ingeneral,theChangeManagerwillbethesupervisoroftheChangeOwnerortheFunctionalManagerresponsiblefortheunitthatmanagestheaffectedservice.

ChoosetheAssignmentgroupthatwillberesponsibleforthechangeandaddtheChangeOwnertotheAssignedtofield(Thisistypicallythetechniciansubmittingthechangerequest).IfyoudonotknowwhotheChangeOwnerwillbe,youshouldleavetheAssignedtofieldblankandtheChangeManagerwillassignthechangeduringtheReviewprocess.

Thesefieldscanbeenteredbytypingtextinthefield,whichwillthenattempttoauto-completeyourentryandfindthedesireditem.Youcanalsoclickthemagnifyingglassicontotherightofthefieldtosearchforthedesiredentry.

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Selectthechange’spriorityfromthePriorityfielddrop-downmenu.Pleaseseetheprevioussectionforadescriptionofthedifferentprioritylevels.

The"NumberofImpactedUsers"and"LikelihoodofOutage"fieldsareusedtocalculateRisk.TheRiskfieldwillupdateafterthechangehasbeeneithersaved,updatedoradvancedtothenextstate.

Underthe“Planning”tab,theCommunicationPlan,SupportCenterTrainingPlan,RequiredResources,ImplementationPlan,RiskandImpactAnalysis,BackoutPlanandTestPlanfieldsmustallbecompleted.The"SupportCenterTrainingPlan"isusedtoidentifychangestosupportcenterscriptsordocumentationthatwillbeneededforinteractionswiththeendusers.

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Onthe“Schedule”tab,theRequestedbydate,Plannedstartdate,andPlannedenddatefieldsmustbecompleted.Adatecaneitherbemanuallytypedorselectedusingthecalendaricontotherightofthefield.Ifthe"OutageRequired"fieldwassettoYes,thentheExpectedDowntimeDurationfieldmustbefilledinaswell.

Onceallofthemandatoryfieldshavebeencompleted,clicktheReviewbuttonatthetoporbottomoftheformtoadvancethechangestatetoREVIEW.TheChangeInitiatorisdonewiththechangeatthispoint.Ifanyrequiredfieldshavebeenmissed,anerrormessagewillappearindicatingwhichfieldsstillneedtobecompleted.

TheAssignmentGroupwillreceivethefollowingemailnotification:

AtthispointtheChangeRequesthasbeensubmittedandwillberoutedtotheChangeManagerforreview.TheChangeManagerwillbenotifiedbyemailandwillseeapendingApprovalunderMyApprovalswithinServiceNow.TheChangeInitiator/Owner'sroleiscompleteuntilthechangeisapprovedorrejectedandreturnedtotheDRAFTstateforadditionalinformation.

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NormalRequestforChangeReview

ThisstepisexecutedbytheChangeManager.

WhenthechangehasreachedtheREVIEWstate,theChangeManagerwillneedtoapprovethechange.

TheChangeManagerwillreceivethefollowingemailnotification:

TheChangeManagercaneitherclickthelinkinthenotificationemailtoopenthechangeornavigatetotheServiceDeskapplicationintheapplicationnavigatorandclickMyApprovals.

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IntheApprovalslist,clickthechangenumberinthe"Approvalfor"columntoopenit.

Oncethechangeisopen,reviewthechangeinformationatthetopandmiddleoftheform.Ifitisacceptable,scrolltothebottomofthechangeformandclickthe“Approvers”tab.TheChangeManagershouldseetheirnamelisted.

Opentheapprovalbyclickingthehyperlinked"Requested"fieldundertheStatecolumn.YoucanthenclicktheApprovebuttontoapprovethechange.

YoualsohavetheoptionofrejectingthechangebyenteringareasonfortherejectionintheCommentsfieldandclickingthe"Reject"button.ThiswillputthechangebackintoaDRAFTstateandnotifytheChangeInitiator(andChangeOwnerifonehasbeenselected)thatthechangehasbeenrejected.TheChangeInitiatorcanthenaddressthereasonfortherejectionthatwasplacedintheCommentsfieldandre-submitthechangeforreview.

Ifthechangeisapprovedandisaminorchange(orifISOapprovalisnotneeded),thechangestatewilladvancetoSCHEDULED.

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IfISOapprovalisrequired,theISOgroupmemberscanaccessthechangebyclickingthelinkinthechangeapprovalemailnotification.TheISOgroupwillchangetheapprovalstateinthesamewaythattheChangeMangerdoes.OnceoneoftheISOmembershaschangedthestateto"Approved,"thechangestatewilladvancetoSCHEDULED.Ifthechangeisapprovedandisamajorchange,theCABCoordinatorwillalsoneedtogiveapprovalforthechangealongwiththeChangeManger.OncetheChangeManagerhasgivenapproval,theCABCoordinatorwillgetanotificationtoapprovethemajorchange.Ifrequired,theISOgroupmayneedtoprovideapprovalaswell.Thesameprocessesusedtochangetheapprovalstateforminorchangescanbeusedformajorchanges.OncetheChangeManager,ISO(ifneeded)andCABCoordinatorapprovalshavebeenobtained,thechangestatewilladvancetoSCHEDULED.

AssigningaChangeOwner

OncethechangestatehasprogressedtotheSCHEDULEDstate,theChangeManagermayneedtoassignaChangeOwnerintheAssignedtofieldiftheChangeInitiatordidnotassignoneduringtheinitialcreationofthechange.Thisfieldcanbeenteredbyeithertypingsomeportionofthenameandselectingfromtheauto-completedresultsorclickingthemagnifyingglassiconandselectingfromalist.

Oncethechangehasbeenassignedandapproved,theChangeOwnerwillreceivethefollowingemailnotification:

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TheChangeOwnercanclickthelinkinthenotificationemailtoopenthechangeandthenselecttheInProgressbuttonatthetopoftheformtobegincompletingthechangetasks.

ItshouldbenotedthatthisbehaviorisdifferentthanitwasinServiceDesk.Inservicedeskthechangeimmediatelyprogressedtothe"implementationphase."Ifthe"assignedto"fieldisalreadyfilledin,theChangeManager,ChangeOwner,orCABapprovercanmovetherequestfrom"Scheduled"to"Inprogress".

PerformingtheChangeTasks

WhenthechangehasmovedtotheINPROGRESSstate,theChangeOwnerinthe"Assignedto"fieldwillneedtoperformthepre-definedchangetasks.

TheChangeOwnercanaccessthechangebyeitherclickingthelinkinthenotificationemailorexpandingtheServiceDeskapplicationwithinServiceNowandselectingMyWork.TheMyWorklistisalsodisplayedontheITILhomepage.

ClickthechangenumberintheNumbercolumntoopenit.ScrolldowntothebottomoftheformandclicktheChangeTaskstab.Fourtaskswillhavebeenautomaticallygenerated.

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Oncethetaskshavebeencompleted,theChangeOwnerwillneedtoupdatethestateofeachtaskto"ClosedComplete."Youcancloseallfourtasksatoncebyclickingthecheckboxnexttothe“Actionsonselectedrows“menuandchangingthedrop-downto“CloseTask.”

WhenallfourtaskshavebeensettotheCLOSEDCOMPLETEstate,clicktheCompletedbutton.

ThechangewilladvancetotheCOMPLETEDstate.TheChangeOwnerwillthenneedtosetthestatetoAWAITINGPIRbyclickingtheAwaitingPIRbuttonatthetopoftheform.

PIR, or 'Post Implementation Review' is equivalent to the Review phase in ServiceDesk, where the Change Manager reviews the completed change and approves the change as complete.

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PostImplementationReview(PIR)

OncethechangestateissettoAWAITINGPIR,theChangeMangerwillreceiveanemailstatingthatthechangeisreadyforthePostImplementationReview.

TheChangeMangercanopenthechangebyclickingtheChangeRequestlinkintheemailnotificationorfromwithintheMyApprovalsmodule.Oncethechangeisopen,clickthe“PostImplementationReview”tabatthebottomoftheformandcompletetheOpportunitiestoImprove?andthePIRComplete?fields.

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BothofthesefieldsareYes/Nodrop-downmenus.ThePIRCommentstextboxisnotmandatory,butacommentcanbeleftifdesired.ThesefieldsarerestrictedsothatonlyaChangeMangercancompletethem.

Oncethesefieldshavebeencompleted,clickeitherSavetosaveandstayonthechangeformorUpdatetosaveandclosetheform.

ChangeClosure

AfterthePostImplementationReviewhasbeencompleted,theCABCoordinatorwillreceiveanemailnotifyingthemthatachangeisreadytobeclosed.

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TheCABCoordinatorcanopenthechangebyclickingtheChangeRequestlinkintheemailnotificationorfromwithintheMyApprovalsmodule.Oncethechangeisopen,chooseaClosecodeonthe“ClosureInformation”tabatthebottomoftheform.

TheClosecodefieldisamandatorydrop-downfield.TheCloseNotesfieldisnotrequired,butacommentcanbeleftifdesired.ThesefieldsarerestrictedsothatonlytheCABCoordinatorcancompletethem.OncetheClosecodefieldhasbeenselected,clicktheClosebuttontoclosethechange.

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EmergencyChangeProcessTheintentoftheEmergencyChangeProcessistoallowthetriage/implementationteamtoresolveissuesinatimelymanner,however,allaspectsoftheemergencyprocess,includingtheinitialnotificationforawareness,problemresolutionspecificsandrootcauseanalysisneedtobedocumented.ThiswillensurethattheentireIRTstaffiscommunicatedwithonafrequentbasisregardingtheemergencyuntilithasbeenresolved.

CreateanEmergencyChangeRequestTheEmergencyChangeProcessbeginsoncetheproblemhasbeenidentifiedbythetriageteam.Emergencychangerequestsmaybesubmittedbefore,duringorafter(retrospectively)theimplementationofthechange.TostarttheEmergencyChangeManagementprocess,theChangeInitiatorwillcompleteaRequestforChange(RFC)formbynavigatingtotheChangeapplicationandselectingCreateNew.

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Select“Emergency:Unplannedchangesnecessarytorestoreservice.ThesechangesrequireCABreviewonly.”fromthelistofchangerequests.

SelecttheConfigurationItemandLocationfields.Thesecanbechosenbytypingtextinthefield,whichwillthenattempttoauto-completeyourentryandfindthedesireditem.Youcanalsoclickthemagnifyingglassicontotherightofthefieldtosearchforthedesiredentry.Ifyouhavepreviouslychosenaconfigurationitemorlocation,youcanclickinthefieldtogetalistofrecententries.

AswithServiceDesk,theConfigurationItemdatabasewillnotbefullypopulated.ThiseffortisincludedinafuturephaseoftheServiceNowproject.ChangeInitiatorsshouldassignthe"UnknownConfigurationItem"valuetothisassignedfield.The"Location"fieldshouldbesettoreflectthescopeofimpactthechangeand/ortheresultingoutagewillaffect(orhadaffected).

Usethedrop-downmenustoselecttheChangeCategoryandChangeSubcategory.TheChangeCategoryfieldismandatory,buttheChangeSubcategoryfieldisnotsinceeveryChangeCategorymaynothavearelatedChangeSubcategory.However,itisrequiredtocheckforasubcategoryafterselectingacategory.Ifthereisnorelatedsubcategory,thenthesubcategorycanbeleftasNone.

EnteratitleforthechangeintheShortDescriptionfieldandmoredetailedinformationintotheDescriptionfield.TheDescriptionfieldispre-populatedwithitemstoassistyou.

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Ifanoutageis(orwas)requiredtoperformthechangetasks,chooseYesintheOutageRequiredfield.

TheApprovalfieldisaread-onlyfieldindicatingifapprovalshavebeenobtainedornot.TheStatefieldcontainsthecurrentstateandanystatethatthechangecanbeadvancedto.Thisfieldisnotmandatoryasthereareothermeanstoadvancethechangestate.SelectaChangeManagerforthechange.

ChoosetheAssignmentgroupthatwillberesponsibleforthechangeandaddtheChangeOwnertotheAssignedtofield(Thisistypicallythetechniciansubmittingthechangerequest).Thesefieldscanbechosenbytypingtextinthefield,whichwillthenattempttoauto-completeyourentryandfindthedesireditem,orbyclickingthemagnifyingglassicontotherightofthefieldtosearchforthedesiredentry.Bothfieldsarerequiredforanemergencychange.

ThePriorityfieldforanEmergencyChangeisread-onlyandispresetto"Urgent".The"NumberofImpactedUsers"and"LikelihoodofOutage"fieldsareusedtocalculateRisk.TheRiskfieldwillupdateafterthechangehasbeeneithersaved,updatedoradvancedtothenextstate.

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Underthe“Planning”tab,theImplementationPlanfieldmustbecompleted.

Underthe“Schedule”tab,theActualStartandActualEndfieldsmustbecompleted.Adatecaneitherbemanuallytypedorselectedusingthecalendaricontotherightofthefield.IftheOutageRequiredfieldissettoYes,thentheExpectedDowntimeDurationfieldmustbefilledinaswell.

Onceallofthemandatoryfieldshavebeencompleted,clicktheInProgressbuttontoadvancethechangestate.Ifanyrequiredfieldshavebeenmissed,anotificationwillappearindicatingwhichfieldsstillneedtobecompleted.


WhenthechangehasprogressedtotheINPROGRESSstate,theChangeOwnerintheAssignedtofieldwillneedtoperformthechangetasks.TheChangeOwnercanaccessthechangebyclickingthelinkinthenotificationemailtheyreceiveorbyexpandingtheServiceDeskapplicationintheapplicationnavigatorandselectingMyWork.TheMyWorklistisalsodisplayedontheITILhomepage.

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ClickthechangenumberintheNumbercolumntoopenit.Scrolldowntothebottomoftheformandclickthe“ChangeTasks”tab.Fourtaskswillhavebeenautomaticallygenerated.

Oncethetaskshavebeencompleted,theChangeOwnerwillneedtoupdatethestateofeachtaskto"ClosedComplete."

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Youcandothisbyclickingthecheckboxnexttothe“Actionsonselectedrows”menuandchangingthedrop-downto“CloseTask.”

WhenallfourtaskshavebeensettoCLOSEDCOMPLETE,clicktheCompletedbutton.

ThechangewilladvancetotheCOMPLETEDstate.TheChangeOwnerwillthenneedtosetthestatetoAWAITINGPIRbyclickingtheAwaitingPIRbuttonatthetopoftheform.

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WhenthechangestateissettoAWAITINGPIR,theChangeMangerwillreceiveanemailstatingthatthechangeisreadyforthePostImplementationReview.

TheChangeMangercanopenthechangebyclickingtheChangeRequestlinkintheemailnotificationorfromwithintheMyApprovalsmodule.Oncethechangeisopen,selectthe“PostImplementationReview”tabatthebottomoftheformandcompletetheOpportunitiestoImprove?andthePIRComplete?fields.BothofthesefieldsareYes/Nodrop-downmenus.ThePIRCommentstextboxisnotmandatory,butacommentcanbeenteredifdesired.ThesefieldsarerestrictedsothatonlyaChangeMangercancompletethem.

Oncethesetwofieldshavebeencompleted,clickeitherSavetosaveandstayonthechangeformorUpdatetosaveandclosetheform.

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ChangeClosure

AfterthePIRhasbeencompleted,theCABCoordinatorwillreceiveanemailnotifyingthemthatachangeisreadytobeclosed.

TheCABCoordinatorcanopenthechangebyclickingtheChangeRequestlinkintheemailnotificationorfromwithintheMyApprovalsmodule.Oncethechangeisopen,chooseaClosecodeonthe“ClosureInformation”tabatthebottomoftheform.

TheClosecodefieldisamandatorydrop-downmenu.TheCloseNotesfieldisnotrequired,butacommentcanbeleftifdesired.ThesefieldsarerestrictedsothatonlytheCABCoordinatorcancompletethem.OncetheClosecodefieldhasbeenselected,clicktheClosebuttontoclosethechange.

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StandardChangeProcessTheStandardChangeProcessisusedforachangethatwillberepeatedonanumberofoccasions.Astandardchangehasalowimpact,musthavethoroughimplementationdocumentationandaprovenbackoutplan.TheCABwillassessthechangewiththeoptiontomakeitastandardchangeusingapre-authorizedprocedure.Onceaccepted,thestandardchangewillnotrequireanewRFCoracceptancefromtheChangeManager/CAB.

Astandardchangeusesatemplatethathasthemajorityoftheinformationalreadyenteredintothetemplate.Generally,thereareonlyafewfieldsthatneededtobecompleted.Thesestandardchangetemplateshavebeenpre-approvedbytheChangeManger,anISOgroupmemberand/ortheCABCoordinator.IfatemplatedoesnotexistintheStandardChangeCatalog,thenanewtemplatewillneedtobecreatedandapproved.

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CreateaStandardChangeTemplateStandardChangeTemplatesarecreated,approvedandthenre-approvedonanannualbasis.Onceapproved,allfutureinstancesofastandardchangecanbeexecutedmoreefficientlyusingthetemplate,whichwillalreadybepopulatedwithvaluesinordertoexpeditetheprocess.Oncethetemplateisapproved,theselow-riskstandardchangesdonotrequireanyadditionalapprovalsfromeithertheChangeManagerortheCAB. Tocreateanewtemplate,expandChangeintheapplicationnavigator,expandStandardChangeandthenclickMyProposals.

ClicktheNewbuttonatthetopoftheform.

IntheCategoryfield,begintyping"StandardChanges"andthenselectStandardChangesServiceCatalogintheresultinglist.

EnteranameforthenewtemplateintheTemplateNamefield.Forexample,"WindowsServerPatching,""AccessNetworkSwitchReplacement"or"SANStorageProvisioning."

EnterabriefdescriptionofthestandardchangeintotheProposalShortDescriptionfield.Thistextwillbevisibleinallfutureactionsrelatedtothisstandardchange.Theshortdescriptionshouldbegenericenoughto

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includethesefutureactions,andshouldnotincludedetailregardingaspecificinstanceofthisstandardchangeactivity.

EntertheChangeMangerintotheChangeManagerfield.YoucanenteraChangeMangerbytypingsomeportionoftheChangeManger’snameandchoosingfromtheauto-completedresultsorbyclickingthemagnifyingglassiconandsearchingthroughthelistofChangeMangers.TheChangeMangeristypicallytheChangeInitiator'ssupervisor.

Usethedrop-downmenustoselectaChangeCategoryandaChangeSubcategory(ifapplicable).

TheISOApprovalfieldisaread-onlyfield.ThisfieldwilleitherbeblankorhavecheckmarkindicatingthattheInformationSecurityOfficemustapprovethechange.ThisfieldiscalculatedusingtheselectionsintheChangeCategoryandChangeSubcategoryfields.

UndertheProposaltab,theProposalDescriptionandtheBusinessJustificationfieldsarenotrequiredbutencouragedtobecompleted.

UndertheChangeRequestvaluestab,enteralloftheinformationthatwillbeusedforthetemplateintotheavailablefields.Alloftheinformationenteredherewillautomaticallyappearinthetemplatewhenthetemplateisusedforastandardchange.Ifanadditionalfieldneedstobeadded,usethe–choosefield–drop-downmenulocatedatthebottomoftheformandeithertypeorselectthevalueforthatnewfield.Note:Oncethetemplatehasbeenapproved,theChangeRequestvaluescannotbemodified.

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TheChangeCategory,ChangeSubcategory,ChangeManagerfieldsandallotherChangeRequestvaluesshouldmatchtheinformationenteredpreviouslyatthetopoftheform.The"Assignedto"fielddoesnotneedtobecompletedunlessthesamepersonwillbecompletingthechangetaskseverytimethistemplateisused.Whenalloftherequiredtemplateproposalfieldshavebeencompleted,clicktheRequestApprovalbutton.

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StandardChangeTemplateProposalReview

TheChangeMangerselectedintheChangeManagerfieldatthetopofthechangetemplateproposalwillbethefirsttoreviewandapprovethetemplate.Theywillreceivethefollowingemailnotification:

Toapprovethetemplateproposal,theChangeManagercaneitherclickthelinkintheemailtoopenthechangeproposalorexpandtheServiceDeskapplicationfromwithinServiceNowandselectMyApprovals.

Clickthenumberforthestandardchangeinthe"Approvalfor"column.ThetypicalformatforastandardchangelistingbeginswithSTDCHG.Reviewthechangeinformationatthetopandmiddleoftheform.Ifitisacceptable,scrolltothebottomofthechangeformandclicktheApproverstab.TheChangeMangershouldseetheirnamelisted.

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Opentheapprovalbyclickingthehyperlinked"Requested"fieldundertheStatecolumn.YoucanthenclicktheApprovebuttontoapprovethechange.

IfISOapprovalisrequired(asindicatedbytheISOApprovalfieldatthetopoftheform),theISOgroupwillbenotifiedandcanapprovetheproposalinthesamewayastheChangeManger.Lastly,theCABCoordinatorwillneedtoapprovetheproposal.TheCABCoordinatorcanapprovetheproposalinthesamemannerastheChangeManger.

AftertheCABCoordinatorhasgivenapproval,theproposedstandardchangetemplatewillbeavailableintheStandardChangeCatalog.

OnceaStandardChangeisavailableinthecatalog,allfutureinstancesofthisstandardchangecanbeprocessedthroughthecatalogsimilartoNormalMinor,NormalMajor,andEmergencyChanges.

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CreateaStandardChangeTocreateastandardchangefromatemplate,theChangeInitiatorwillneedtoselecttheChangeapplication,expandStandardChangeandthenclickStandardChangeCatalog.

Selectthedesiredtemplatefromthelist.

ThetemplatewillthenopenintheDRAFTstateandonlytheemptyrequiredfieldswillneedtobecompleted.Allofthefieldspopulatedbythetemplatewillbereadonly.Generally,theConfigurationItemandLocationfieldsatthetopoftheformmayneedtobecompleted.The"Assignedto"fieldcanbecompletedatthistimeiftheChangeInitiatorwillalsobetheChangeOwner.Ifnot,leavethe“Assignedto”fieldblankandtheChangeManagerwillassignitwhenadvancingthechangetotheSCHEDULEDstatelateronintheprocess.

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Clickthe“Scheduletab”atthebottomoftheform.TheRequestedby,Plannedstartdate,andPlannedenddatefieldsneedtobeentered.TheExpectedDowntimeDurationwillneedtobeenteredonlyiftheOutageRequiredfieldissettoYes.

Next,clickthe"Notes"tabandenterinformationintheWorknotesfieldthatcontainsallofthedetailsthatdifferentiatethisinstanceoftheStandardChangefromthedefaultvalues(otherthantheConfigurationItem,whichwillbenotedintheCIfieldonthemainform).IfthetargetpieceofnetworkequipmentorserverisnotavailableasaCI,pleasenotethetargetitemhere.

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Oncetheworknoteisentered,clickPosttoaddthenotetotheActivityLog.

Whenalloftherequiredfieldshavebeencompleted,clicktheReviewbutton.

Ifarequiredfieldismissed,anerrormessagewillappearstatingwhichfieldneedstobecompleted.StandardChangeswillthenrequirereviewandapprovalfromtheChangeManager.

StandardChangeReview

Sincestandardchangetemplateshavebeengivenpriorapproval,onlytheassignedChangeMangerwillneedtoapprovethestandardchange.ThepurposeofthisistolettheChangeMangerknowthatastandardchangehasbeensubmitted.TheChangeMangerwillreceivethefollowingemail:

Toapprovethechange,theChangeManagershouldclickthelinkinthenotificationemailtoopenthechangeornavigatetotheServiceDeskapplicationintheapplicationnavigatorandclickMyApprovals.

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IntheApprovalslist,clickthechangenumberinthe"Approvalfor"columntoopenit.

ScrolltothebottomofthechangeformandclicktheApproverstab.Thechangemanagershouldseetheirnamelisted.

Opentheapprovalbyclickingthehyperlinked"Requested"fieldundertheStatecolumn.

ClicktheApprovebuttontoapprovethechange.

OnceyouclickApproveyouwillbetakenbacktothechangerequest.

ClicktheSchedulebuttontoadvancethechangetotheSCHEDULEDstate.

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AssigningaChangeOwner

OncethechangestatehasprogressedtotheSCHEDULEDstate,theChangeMangermayneedtoassignaChangeOwnerintheAssignedtofieldiftheChangeInitiatordidnotassignoneduringtheinitialcreationofthechange.

Thisfieldcanbeenteredbyeithertypingsomeportionofthetechnician’snameandselectingfromtheauto-completedresultsorclickingthemagnifyingglassiconandselectingfromalist.

Oncethechangehasbeenassignedandapproved,theChangeOwnerwillreceivethefollowingemailnotification:

TheChangeOwnercanclickthelinkintheemailtoopenthechangeandclicktheInProgressbuttonatthetopoftheformtoadvancethechangetothenextstate.

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WhenthechangehasmovedtotheINPROGRESSstate,theChangeOwnerinthe"Assignedto"fieldwillneedtoperformthechangetasks.TheChangeOwnercanaccessthechangebyexpandingtheServiceDeskapplicationintheapplicationnavigatorandselectingMyWork.TheMyWorklistisalsodisplayedontheITILhomepage.

ClickthechangenumberintheNumbercolumntoopenit.

ScrolldowntothebottomoftheformandclicktheChangeTaskstab.Fourtaskswillbeautomaticallygenerated.

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Oncethetaskshavebeencompleted,theChangeOwnerwillneedtoupdatethestateofeachtaskto"ClosedComplete."Youcancloseallofthetasksatoncebyclickingthecheckboxnexttothe“Actionsonselectedrows”menuandchangingthedrop-downto“CloseTask.”

WhenallfourtaskshavebeensettoCLOSEDCOMPLETE,clickSave.ThiswilladvancethechangetotheCOMPLETEDstate.TheChangeOwnerwillthenneedtosetthestatetoAWAITINGPIRbyclickingtheAwaitingPIRbuttonatthetopoftheform.

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WhenthechangestateissettoAWAITINGPIR,theChangeMangerwillreceiveanemailstatingthatthechangeisreadyforthePostImplementationReview.

TheChangeMangercanopenthechangebyclickingtheChangeRequestlinkintheemailnotificationorfromwithintheMyApprovalsmodule.Selectthe“PostImplementationReview”tabnearthebottomoftheformandcompletetheOpportunitiestoImprove?andthePIRComplete?fields.BothofthesefieldsareYes/Nodrop-downmenus.ThePIRCommentstextboxisnotmandatory,butacommentcanbeleftifdesired.ThesefieldsarerestrictedsothatonlyaChangeMangercancompletethem.

Oncethesetwofieldshavebeencompleted,clickeitherSavetosaveandstayonthechangeformorUpdatetosaveandclosetheform.

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ChangeClosure

AfterthePIRhasbeencompleted,theCABCoordinatorwillreceiveanemailnotifyingthemthatachangeisreadytobeclosed.

TheCABCoordinatorcanopenthechangebyclickingtheChangeRequestlinkintheemailnotificationorfromwithintheMyApprovalsmoduleandchooseaClosecodeonthe“ClosureInformation”tabatthebottomoftheform.

TheClosecodefieldisamandatorydrop-downmenu.TheCloseNotesfieldisnotrequired,butacommentcanbeleftifdesired.ThesefieldsarerestrictedsothatonlytheCABCoordinatorcancompletethem.OncetheClosecodefieldhasbeenselected,clicktheClosebuttontoclosethechange.

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TipsandTricksReferenceFields:Hoveroverareferencefieldicontoseeapreviewoftheinformationinthatrelatedrecord.ViewingLists:Quicklychangewhichcolumnsaredisplayedinlistsbyusingthegeariconattheleftoftheheaderbar.Returntooriginaldefaultviewbyusingthegearandselectthe"Resettocolumndefaults"box.Rightclickonacolumnnametoseeoptionsrelatedtothatcolumn,suchassorting,chartingorexporting.QuickFilters:Easilyfilterlistsbyright-clickingonafieldvalueandselect"ShowMatching"or"FilterOut."DefaultListView:Ifyoudon'tseeallofthefieldsorcolumnsyoushouldonalistchecktomakesureyouareinthe"Default"view.Theotherviews,suchasthe"Self-Service"view,arelimitedandwhattheenduserwouldtypicallysee.ChangeyourviewbacktotheDefaultviewfromtheTitleMenu.Groupalist:RightclickonthecolumnheaderandselectGroupByfromthecontextmenu.Examples:“GroupBySeverity,”“GroupByAssignmentGroup.”TheNumberfieldmustalwaysbepresentandmustALWAYSbethefirstcolumninanylist.Ifyoumoveorremovethiscolumnthelistwillnotdisplaycorrectly.SaveversusSubmit:SelectSavetosavetherecordandstaywhereyouare.SelectSubmit(orUpdateinsomecases)tosavetherecordandreturntothelist.Logout:MakesuretocloseyourinternetbrowsercompletelytoendyourServiceNowsession.

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QuickReferenceforChangeSteps

NormalChangeStep Action Role

1 UnderChange-Selects"New"NormalChange ChangeInitiator2 CompletesRequestforNormalChange(RFC) ChangeInitiator3 SelectsReviewButton ChangeInitiator4 ReceivesEmailChangeisReadyforApproval,SelectsLink ChangeManager5 ReviewstheChange ChangeManager6 ApprovestheChange(Approvalstab) ChangeManager7 SelectSave ChangeManager8 ReceivesEmailChangeisReadyforApproval,SelectsLink(ifneeded) ISO9 ApprovestheChange(ifneededbasedoncategory) ISO

10 SelectSave(ifneeded) ISO11 ReceivesEmailChangeisReadyforApproval,SelectsLink CABCoordinator12 ApprovestheChange(IfMajorchange) CABCoordinator

13 ChangeisnowintheScheduledState 14 AssignsaChangeOwner(ifneeded) ChangeManager

15 ClicksonLinkfromemail,Selects“InProgress”buttonattopofform ChangeOwner16 OrselectsMyWorkunderServiceDesk,OpensChange ChangeOwner17 SelectsChangeTasksTab ChangeOwner18 ChangestheTaskStatestoClosedComplete ChangeOwner19 SelectsSaveButton ChangeOwner20 SelectsAwaitingPIRButton ChangeOwner21 ReceivesEmailChangeisReadyforPIR,SelectLink ChangeManager22 SelectsPostImplementationReview(PIR)Tab ChangeManager23 EntersPIRInformation ChangeManager24 SelectsSaveorUpdate ChangeManager25 ReceivesEmailthatchangeisreadytobeclosed,selectlink CABCoordinator26 SelectsClosureInformationTab CABCoordinator27 EntersCloseCode CABCoordinator28 SelectsClose CABCoordinator

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EmergencyChangeStep Action Role

1 IncidentisResolvedbyImplementationTeam ChangeOwner2 UnderChange-Selects"New"EmergencyChange ChangeInitiator3 CompletesRequestforEmergencyChange(RFC) ChangeInitiator4 SelecttheReviewbuttontoadvancestatetoREVIEW ChangeInitiator4 AssignsaChangeOwner ChangeInitiator5 Selectsthe"InProgress"Button ChangeInitiator6 SelectsMyWorkunderServiceDesk,OpensChange,orclicklinkfromemail ChangeOwner7 SelectsChangeTasksTab ChangeOwner8 ChangestheTaskStatestoComplete ChangeOwner9 SelectsSaveButton ChangeOwner

10 SelectsAwaitingPIRButton ChangeOwner

11 ReceivesEmailChangeisReadyforPIR,SelectLinkChangeManager

12 SelectsPostImplementationReview(PIR)TabChangeManager

13 EntersPIRInformationChangeManager

14 SelectsSaveorUpdateChangeManager

15 Receivesemailchangeisreadytobeclosed,ClicksonLinkfromemailCABCoordinator

16 SelectsClosureInformationTabCABCoordinator

17 EntersCloseCodeCABCoordinator

18 SelectsCloseCABCoordinator

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StandardChangeTemplateStep Action Role

1 UnderChange-StandardChange-MyProposals,Selects"New"ChangeInitiator

2 CompletesNewStandardChangeProposalChangeInitiator

3 SelectsRequestApprovalButtonChangeInitiator

4 ReceivesEmailChangeisReadyforApproval,SelectsLinkChangeManager

5 ReviewstheChangeChangeManager

6 ApprovestheChange(Approvalstab)ChangeManager

7 ReceivesEmailChangeisReadyforApproval,SelectsLink(ifneeded) ISO8 ApprovestheChange(ifneeded)(Approvalstab) ISO

9 ReceivesEmailChangeisReadyforApproval,SelectsLinkCABCoordinator

10 ApprovestheChange(Approvalstab)CABCoordinator

11 StandardChangeTemplateisnowavailableinStandardChangeCatalog

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StandardChangeStep Action Role

1UnderChange-StandardChange-StandardChangeCatalog-SelectsfromTemplateLibrary

ChangeInitiator

2 CompletesRequestforStandardChange(RFC)ChangeInitiator

3 Selects"Review"ButtonChangeInitiator

4 ReceivesEmailChangeisReadyforApproval,SelectLinkChangeManager

5 ReviewstheChangeChangeManager

6 ApprovestheChange(Approvalstab)ChangeManager

7 Select"Schedule"buttontoadvancestatetoScheduledChangeManager

8 AssignsaChangeOwner(ifneeded)ChangeManager

9 ClicksonLinkfromemail,Selects“InProgress”buttonattopofform ChangeOwner10 SelectsChangeTasksTab ChangeOwner11 ChangestheTaskStatestoComplete ChangeOwner12 SelectsSaveButton ChangeOwner13 SelectsAwaitingPIRButton ChangeOwner

14 ReceivesEmailChangeisReadyforPIR,SelectLinkChangeManager

15 SelectsPostImplementationReview(PIR)TabChangeManager

16 EntersPIRInformationChangeManager

17 SelectsSaveorUpdateChangeManager

18 Receivesemailchangeisreadytobeclosed,ClicksonLinkfromemailCABCoordinator

19 SelectsClosureInformationTabCABCoordinator

20 EntersCloseCodeCABCoordinator

21 SelectsCloseCABCoordinator

Documents

Change Management v2.0 - Rowan University...The user interface is divided into the following areas: • Banner frame: Runs across the top of every page and contains the Rowan logo,