Create an Emergency Change Request

Emergency Change Requests are urgent requests that require approval.

Emergency Changes can be classified into subtypes to identify emergency change drivers and adjust business rules for submission.

  • Service Restoration: A Change necessary to resolve a service outage or a severe degradation of service delivery. Approval of actions to restore service is managed by the team working the incident; approvals are not executed in CSM.
  • Outage Avoidance: The Change must be executed outside the normal Change process to prevent a service interruption. Approvals must be completed prior to implementation.

Emergency Changes have five Stages: Classify, Authorization, Implementation, Review, and Closed.

To create an Emergency Change Request:

  1. Create a Change Request and select Emergency from the Change Type drop-down list.
  2. All fields in the Classification section are required fields (with the exception of Change Model and Primary Configuration Item).
    When you enter the Change Model; the Title, Description, Assigned Team, and Service Affected fields automatically populate.
  3. Add any Tasks associated with the Change Request.
  4. Under the Risk and Planning section, all fields are required.
  5. For Emergency Subtype, select Outage Avoidance or Service Restoration.
  6. If you choose Outage Avoidance:
    1. When an Outage Avoidance is submitted for ECAB approval, formal review and authorization occurs. Approval Task(s) must be approved. If the Outage Avoidance is rejected, the Change Request is closed.
      If it is approved, the Change Request moves to Scheduled status.
    2. Select the Next: ECAB Approval link (under Status).
  7. If you choose Service Restoration, all fields in the Classification and Risk and Planning sections are required prior to moving to the next status because ECAB approval is bypassed.
  8. Select the Next: Scheduled link (under Status).
  9. When you are ready to begin implementation tasks, select the Next: Begin Work link (under Status).
    The Stage moves to In Progress.
  10. After the Change is deployed, perform validation testing. Under the Validation and Review section, all fields are required.
    All fields in this section must be filled out before you can move a Change Request to Closed status. The exception is if the Close Code is Cancelled, Declined by CAB, or Withdrawn.
  11. Under Status, select the Next: CMDB Update link.
    After the Change Owner updates the CMDB, select the CMDB Update Complete check box. If no CMDB Update is required, you can move to the next step.
  12. Under Status, select the Next: Mark as Complete link.
    The status changes to Closed.