Service Manager

Implementing a Change

1.Log in to Service Manager as a Change Manager.

2.Open the Change workspace.

3.Open the change request to implement.

4.Verify that all of the tasks associated with the change request are complete.

5.Change the status to implemented.

6.Click Save. The change requester is notified of the updated status and the Post Implementation Review tab appears.

7.Perform the activities described in the Post-Implementation Review (PIR) topic.

If the change is linked to a release, after the release is closed, the Release Manager can change the status of a change request to implemented directly from the release record by clicking Form Actions > Update Linked RFCs to Implemented from the Action Menu.

Resources for Monitoring a Change Request

Service Manager provides many resources for Change Managers to use to monitor a change request:

•You can create a backout plan to move a change back to its initial state in the event of failure. This allows the Change Manager or Configuration Manager to compare the attributes of a configuration item before and after a change has been implemented, in case the configuration item needs to be restored to its previous configuration.

•You can view the cost of the change while it is being worked on, and get a final cost associated with the change upon the implementation or closure of the change. You can also view the total time spent on the change, which is calculated by rolling up the actual time spent on the associated tasks.

•Change dashboards help you view all changes in the organization, type and status, priority, and track approvals.

•Change reports help you track and monitor changes.

•PIR, performed after the change has been deployed, assesses the change and determines whether it met its objectives without causing incidents.

Viewing the Configuration Baseline

If a change request is linked to a configuration item, the baseline of the associated configuration item is recorded in the Baseline Comparison tab of the configuration item record and in the Baseline tab of the change record after the change is in implemented status. This allows the Change Manager or Configuration Manager to compare the attributes of a configuration item after a change has been made in case the configuration item needs to be restored to its previous configuration.

If the baseline does not appear, it might be because the Under Change Control option is not selected for the configuration item type or for the configuration item record or because attributes have not been selected for recording the baseline.

1.Open the Change workspace.

2.Open the change record for which to view the configuration baseline.

3.Select the Baseline tab.

4.Double-click a record to view the baseline information.

You can also view a configuration baseline at any time by clicking Run Baseline from the toolbar.