Change Management mApp® Solution Change Request Forms
Normal Changes and Emergency Changes require steps to create a plan and gain approval from a Change Advisory Board (CAB). Standard Changes consist of pre-approved procedures and Tasks.
Normal, Emergency, and Standard Change Requests each have slightly different forms, but share many fields. This topic provides an overview of the Change Request form. Refer to Create a Standard Change Request, Create a Normal Change Request, and Create an Emergency Change Request for details on the workflow for each Change Type.
The diagrams below show high-level workflows for each Change Type.
High-Level Standard Change Workflow
High-Level Normal Change Workflow
High-Level Emergency Change Workflow
Create and Classify the Change
On the CSM toolbar, click New > New Change Request .
A new Change record is created with a unique Change ID.
| Field | Description |
|---|---|
| Requester | In the Requestor field, specify the name of
the person who initiated the Change, and then press
Enter or
Tab to search for the Customer Record.
If an exact match is found, the Requested by fields in the Default Form are auto-populated with the Customer’s name and e-mail. If multiple matches are found, the Contact Manager opens so that you can select the appropriate Customer. To browse Customers, select the Related Item Picker. |
| Title | Specify a title for the Change. |
| Description | Specify a description of the Change. |
| Change Type | Select Normal, Standard, or Emergency. The fields that are show on the rest of the form depend on this selection. |
| Change Model | Click the
Related Item Picker button
to choose a Change Model (required for Standard Changes, optional for Normal
and Emergency Changes). The Change Model will pre-populate several fields,
depending upon how the Change Model was set up.
|
| Emergency Subtype | Select a subtype (Service Restoration or Outage Avoidance) from the drop-down menu (Emergency Change only). |
| Primary Configuration Item | Click the
Related Item Picker button
to launch the CMDB window, and then select a CI. This shows CIs for any
Customer or for a selected Customer.
|
| Assigned Team | Specify the Team Owner of the Change. |
| Reason | Use the drop-down list to select a reason for the Change. |
| Change Already Implemented? | Indicates whether the Emergency Change has already been implemented (Emergency Change only). |
| Assigned To | Specify the member of the Team who will be
the User Owner of the change.
The Creator can take ownership of the Change by selecting Assign to Me in the Actions List. |
| Proposed Start Date | Click the Calendar Date Selector button to select a start date for the Change (Standard and Normal Change only). |
| Proposed End Date | Click the
Calendar Date Selector button to select
an end date for the Change (Standard and Normal Change only).
If a Stop icon appears next to the Proposed Start Date and/or the Proposed End Date, you are outside of the maintenance window, and you must select an acceptable date. |
| Impact | Select the scope of the Change from the Impact drop-down menu. |
| Urgency | Select the service level from the Urgency drop-down menu. The Impact and Urgency scores are used to calculate the Priority. |
| Priority | The Impact and Urgency scores are used to calculate the Priority. |
| Service Affected | Click the
Related Item Picker button
to select the affected Service .
|
| View Change Calendar | Click the View Change Calendar link to open the Change Calendar. |
| View Collision Detection | Click the View Collision Detection link to open a Configuration Map of the Primary CI. |
| Review Date | Enter a date to review the change (Normal Change only). |
Assess Risk and Plan the Change
The procedures in this section are for Normal Changes and Emergency Changes but do not apply to Standard Changes. These types of changes require approval from a Change Advisory Board (CAB).
| Field | Description |
|---|---|
| Implementation Plan | Specify the process required to implement the change. |
| Justification | Enter a justification for the Change Request. |
| Acceptance Criteria | Specify the functionality and quality requirements. |
| Validation Plan | Provide a validation plan (Normal Change only). |
| Implementation Notes | Enter notes for the implementation. |
| Back Out Plan | Specify a plan to back the change out if implementation fails. |
| Outage Required | Select this check box if the CI will experience an outage while the change is implemented (Normal Change only). |
| Impact Assessment | Provide an impact assessment. |
| Outage Start Date | Click the Calendar Date Selector button to select a start date for the outage (Normal Change only). |
| Outage End Date | Click the Calendar Date Selector button to select a start date for the outage (Normal Change only). |
| Complete Risk Assessment | Select this link to open the Risk Assessment questionnaire. |
Validate and Review the Change
Emergency Changes are time sensitive and do not require all of the review procedures listed in this section. Steps that are used only for Normal Changes are marked (Normal Change only).
- Owner assesses the Change:
Field Description Impact Assessment Specify the impact assessment (consequences of the Change). Back Out Plan Specify a back out plan or attach information that details what actions to perform if the Change implementation does not work. - A peer review task must be assigned and completed.
- (Normal Change only) Owner submits the Change for authorization:
- In the Status bar, click the Next: Submit for Approval button.
The status changes to Approval.
- If a Peer Review task is incomplete, the change cannot be submitted for approval.
- In the Status bar, click the Next: Submit for Approval button.
- (Normal Change only) Approver approves the Change:
- In the Approval grid, double-click an Approval Record.
The Approval Form opens. The Approver Name and Details Fields are auto-populated per the defined Approval process rules.
- (Optional) In the Comments Field, provide your feedback.
- Click Approve.
The Approval Status icons indicate the number of pending Approvals and their status (Pending, Approved, Denied, or Abstained).
The Change status changes to Pre-Implement and the Change enters the Implement phase.
- In the Approval grid, double-click an Approval Record.
- (Normal Change only) If the Change is approved, it moves to the Scheduled status. The scheduled start and end times for an approved Change can only be modified by CAB members or Change Managers:
- In the Status section of the Default Form, click the Next: Scheduled link.
- When you are ready to implement the Change, select the Next: Begin Work link.
- After deployment of the change, the owner completes the Validation and Review section.
Field Description Actual Start Date Click the Calendar Date Selector button to select the date that the Change actually started. Close Code Select a close code from the drop-down menu. Actual End Date Click the Calendar Date Selector button to select the date that the Change actually ended. Close Notes Specify additional information related to implementation of the Change. PIR Select the PIR drop-down menu to select the Post Implementation Review status. CMDB Update Complete Select this check box when the CMDB update is finished. Email Change Review Select this link to the user assigned to this Change.
Complete the Change
Close the change.