Change Requests
- Example
- The three types of change requests according to ITIL
- Notes
- Caution
- Best Practice
- Characteristics specific to versions 2016 and earlier
- Menu access
- Description of tabs
- Alphabetical order of the tabs
- Activity
- Details
- Discussions
- User Information
- Charged Back Services
- Attachments
- Questions/Responses
- Equipment/Software/Contracts
- Consumables
- Orders
- Related Incidents
- Related Problems
- Related Services
- Related Changes
- Related Events
- Equipment
- Licenses
- Contracts
- CI
- History of Changes
- Release
- Projects
- Blackout Periods
- Procedures and Wizards
Definition
A change request is a request made to perform a change, usually for an item managed in the CMDB that may have an important impact on employee activity.
EndDefinition
Each request:
- Is created by a Back Office technician via a Quick Call.
- Is associated with a catalog entry, through its category.
- Is managed by the workflow of the category.
- Is usually approved by a manager before it is integrated.
- Must be scheduled to avoid collision with other previously scheduled changes, release projects or blackout periods and ensure that any disruption to IT services is minimized.
Process for handling a change request. See the life cycle
- The workflow starts once the questionnaire defined in the initial step, if any, is completed. This can be a standard or multi-section questionnaire.
- It generates actions which can be manual actions or automatic actions.
See Action types.
- Each time an action is performed, the status of the request is updated and shows the progress of the process.
- A history enables you to store a trace of each action performed.
Example
- To ensure that the payroll application works correctly at the end of each month, a blackout period is defined during the last three days of each month for the Payroll Server CI hosting the application.
The three types of change requests according to ITIL
- Standard change requests: Pre-approved changes with little risk. They do not require the creation of a change request and can be processed using existing procedures in service requests.
example Install a fix for Service Manager
- Urgent change requests: Changes to be implemented as soon as possible. They are processed by a specific procedure and decisions are usually taken by a dedicated advisory committee (ECAB).
example Replace the hard disk of an application server
- Normal change requests: Changes that are neither standard nor urgent. They are examined by an advisory committee (CAB) and are processed through the predefined steps of the change management process.
example Upgrade the version of the DBMS ==> Prior analysis of possible regressions, impact on specific developments
Notes
- You can create a new request in different ways:
- Ticket.
See the procedure.
- Quick access command that will run the wizard for creating the type of change. Note: You must first define the quick access command.
- Select Service Transition > Change Requests > New Request in the menu.
- Ticket.
- You can cancel a request using the Cancel / Close wizard. This is possible only if no action has been performed.
- You can define blackout periods using the New Blackout Period wizard or in a release project. You can also select Service Transition > Collision Detection > Blackout Periods in the menu.
Caution
- Application rules of SLAs:
SLA_ApplicationRule
- The SLA applicable is always the most restrictive one, i.e. the one with the shortest resolution time, of the two SLAs defined respectively for the catalog category and for the SLA by priority. Note: The SLA by priority is automatically readjusted when the levels of urgency and impact are modified when creating the ticket. It also takes into consideration the VIP level of the recipient.
See the examples.
SLA_ApplicationRule_Override
- You can use the Change SLA wizard to override the SLA. If this is the case, the new SLA will be applicable.
- The SLA applicable is always the most restrictive one, i.e. the one with the shortest resolution time, of the two SLAs defined respectively for the catalog category and for the SLA by priority. Note: The SLA by priority is automatically readjusted when the levels of urgency and impact are modified when creating the ticket. It also takes into consideration the VIP level of the recipient.
Best Practice
- To schedule a change and detect collisions with other previously scheduled changes, you can use the different resources available:
- The Collision Detection wizard by specifying the requested start date or scheduled start date in the request.
- The Forward Schedule of Change, by selecting Service Transition > Collision Detection > Forward Schedule of Change. This lists all changes, release projects and blackout periods scheduled for a given period.
Characteristics specific to versions 2016 and earlier
The Change Request form in versions 2016 and earlier is different:
- Menu access
- Graphic interface:
- General overview of the form
See the Fundamentals
- Screens in the Change Request form
- Some wizards of the Activity tab are available under action buttons on the Action form.
- A VIP user (recipient or requestor) is indicated by one or more
depending on the level. This means that the request must be given top priority in processing.
- General overview of the form
- History of actions
- Request For Change - 2016 and Prior Versions Specificities Financials tab
- Click the
Change quick creation button. Note: By default, this access method is not available.
- Self Service portal (Front Office): Create the request using the catalog
Menu access
Service Transition > Change Requests
Description of tabs
TabUpdateRules_After2016Versions
Click to see the general principles for updating tabs.
Create a new item | Delete an item or association with a related item |
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Run the New wizard at the top of the tab |
Move the cursor over the corresponding item and click |
Alphabetical order of the tabs
QuickAccess
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Activity
Change Request Description
DescriptionTab
Information on the current object, e.g. title and description, urgency and impact, equipment and service associated with the object.
- Update: In this tab.
Timeline
ActivityTab
List of successive actions performed to process the current object displayed in a timeline. They can be actions linked to a step in the workflow (e.g. incident processing), to a task (e.g. reminder for user), to a problem that enabled the solution of the object, actions modifying the target resolution date, e.g. modification of the SLA.
Click to see the operating principles of the timeline
Representation | Description | |
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History of actions
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Different options allow to adjust the size of the timeline.
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History of actions in Timeline mode
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History of actions in Table mode
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Wizards
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Details
ObjectNumber
Number: Automatically generated number of the current object when it was created.
CreationDate
Creation Date: Creation date of the current object.
- The date is used as the start date and time for calculating SLA maximum time.
- This is displayed in the time zone of the recipient.
Status
Status: Current status of the current object, automatically updated via the steps of the workflow.
Priority
Priority: Level priority automatically calculated based on the urgency and impact of the current object.
Target Implementation Date: Latest date on which the change should be implemented.
- This date is for information purposes only and does not take the SLA of the request into account.
- The date is displayed in the time zone of the recipient.
IsTemplate
Is a Template: Used to indicate if the current object can be used as a template (box is checked) or not (box is not checked). If it is used as a template, certain information in the template will automatically be preloaded when a new ticket is created.
- You can use a template to create a ticket from the quick call by clicking the Copy From Template action button.
See the procedure.
- The preloaded information is specific to the template.
Recipient
Recipient: User associated with the current object. It can be different from the requesting person.
- When you create a ticket for a recipient user associated with a VIP level (indicated by
in forms), the urgency level will automatically be decremented by one. This means that the urgency and the priority level increase by one.
RequestingPerson
Requesting Person: User who reported the current object to the IT Department.
Change Description: Catalog entry associated with the request, used to run the relevant workflow.
Note
Note: Comments on the current object. You can also add images or tables using HTML tags.
Justification
Justification: Reasons given by the user to justify the request, taken into account in the approval workflow.
CIName
CI Name: Configuration item (CI) related to the current object.
- Click
to display the CMDB graph.
- When you create a ticket for a CI associated with a critical level (indicated by
in forms), the urgency level will automatically be decremented by one. This means that the urgency and the priority level increase by one.
Equipment
Equipment: Asset tag of the equipment concerned by the current object.
- When you create a ticket for a CI associated with a critical level (indicated by
in forms), the urgency level will automatically be decremented by one. This means that the urgency and the priority level increase by one.
Release Project Code: Project associated with the request, describing the change release.
Estimated Costs: Estimated amount for the change release.
Requested Start/Requested End: Requested period for implementing the change.
Scheduled Start/Scheduled End: Scheduled period for implementing the change.
Real Start/Real End: Actual change implementation period.
Financials
Set of financial information used for the charge back of the current request based on hourly or fixed costs.
Solution
SolutionTab
Set of information specified at the end of processing for the current object.
- Update: When an action related to the current object is completed. You can also use the Close wizard.
List of fields
Duration
Elapsed Time: Actual time spent by different Support persons working on the current object, calculated using information entered in the intervention summary of actions.
- Unlike elapsed time, this information does not take into account the OLA/UC for each action.
- Duration expressed in HH:MM.
SLA
SLA: SLA applied to the current object.
ImmediateSolution
Immediate Solution: Used to indicate if the IT Department has solved the current object right from the quick call (box is checked) or if one or more actions have been carried out by different Support persons (box is not checked) involving a transfer or escalation.
MaxResolution
SLA Target: Date by which the IT Department must have resolved the current object.
- This is calculated using the start time of the current object and by applying the SLA of the current object.
- The date is displayed in the time zone of the recipient.
SolutionDate
Solution Date: Date on which the processing of the current object ended and its meta-status became Completed.
- The date is displayed in the time zone of the recipient.
Late
Late: Number of minutes exceeding the maximum processing date/time of the current object, calculated using information entered in the intervention summary of actions.
- Field calculated for each action: Processing time of the action - OLA/UC target.
- Duration expressed in HH:MM.
TimeToSolve
Time to Solve: Actual processing duration of the current object, taking into account the service hours of the IT Department and public holidays (OLA/UC defined for the workflow).
- Duration expressed in HH:MM.
TotalCosts
Total Costs: Total processing cost of the current object, calculated using information entered in the intervention summary of actions.
- Field calculated for each action: Fixed costs + (Hourly costs * Elapsed Time)
Discussions
DiscussionTab
List of discussions which users can access based on their domain and the visibility of the discussion.
- Enter the keywords you want in the Search field and press Enter.
- To cancel the search criteria and return to the complete list of discussions, provided you have the relevant rights, click within the box and then click
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User Information
UserInformationTab
Information on the recipient of the current object, e.g. name, function, phone number, email address, location and department.
- Update: Only the recipient and location can be modified in this tab.
Charged Back Services
ChargedBackServiceTab
List of options that can be charged back for the current request. These options are defined during creation.
- Charge back elements are based on the service request catalog applicable on the creation date of the request.
- Modifications made subsequently will not affect the request.
Attachments
AttachmentTab
List of documents attached to the current object. See uploading and downloading documents.
- You can also attach documents in the ticket.
Questions/Responses
QuestionResponseTab
History of all answers to questions in standard or multi-section questionnaires associated with the current object.
- Update: Via the workflow steps associated with the current object.
Equipment/Software/Contracts
List of equipment, software and contracts in the current request.
Consumables
ConsumableTab
List of consumables in the current object.
- Update:
- Automatically via destocking actions in the Logistics step of the workflow for the current object.
example Request to replace a HP LaserJet 4L printer ==> planned destocking action: delivery of a toner cartridge
- Use this tab to perform destocking actions outside the Logistics step of the workflow.
- Automatically via destocking actions in the Logistics step of the workflow for the current object.
- When a consumable is deleted, the quantity is automatically reintegrated into the storage location stock.
Orders
OrderTab
List of orders associated with the current request, including both closed and open orders.
- Update: Each time an order related to the current request is placed.
Related Incidents
RelatedIncidentTab
List of incidents related to the current object.
- Update: Use the Link to a Change Request wizard in an incident.
- The current request and linked incidents will each be managed by their own workflow. The status of the current object will not have any impact on linked objects.
Related Problems
RelatedProblemTab
List of problems related to the current object.
- Update: Use the Link to a Problem wizard. In a problem, use the Link to a Change Request (Problem) wizard or the New Change Request wizard.
- The current request and linked problems will each be managed by their own workflow. The status of the current object will not have any impact on linked objects.
Related Services
RelatedServiceTab
List of service requests linked to the current object.
- Update: Use the Link to a Service Request wizard or the Create a Child Request wizard. In a service request (or one of the actions), use the Link to a Change Request (Service) and New Change Request wizards.
- The current request and linked requests will each be managed by their own workflow. The status of the current object will not have any impact on linked objects.
Related Changes
RelatedChangeTab
List of change requests related to the current object.
- Update: Use the Link to a Service Request wizard.
- The current request and linked requests will each be managed by their own workflow. The status of the current request will not have any impact on linked objects.
Related Events
RelatedEventTab
List of events related to the current object.
Equipment
List of equipment, other than those in the initial request, associated with the current object.
- When new equipment is added, this does not generate a notification or action in the Request form.
- The Equipment form is not updated.
- Equipment linked to the new equipment will not be associated with the request.
Licenses
LicenseTab
List of licenses in the current object.
- When a new license is added, this does not generate a notification or action in the form of the current object.
Contracts
ContractTab
List of contracts in the current object.
CI
CITab
List of configuration items (CI) associated with the current object.
- The main CI is specified when the ticket is created.
- The Changes tab in the CI form is automatically updated.
- When a new CI is added, this does not generate a notification or action in the Request form.
- Impacting and impacted CIs linked to the new CI will not be associated with the request.
History of Changes
HistoryOfChangeTab
List of all modifications made to the form of the current object.
- The fields taken into account are defined using rules in the history of changes.
Release
ReleaseTab
List of release projects associated with the current object.
- Update: Via the New Release Project wizard in an action of the current object.
Projects
List of projects associated with the current object.
Blackout Periods
BlackoutPeriodTab
List of blackout periods defined for the CI associated with the current request as well as for all impacting upstream CIs and impacted downstream CIs.
Procedures and Wizards
How to create a change request
Via a ticket (Back Office)
See the procedure
Using a quick access command
You can define a quick access command to run the case creation wizard directly in the search field in the top banner.
See the procedure
How to manage templates
TemplateManagement_Procedure
Step 1 (optional): Select the fields that should not be duplicated
1. Select Administration > Parameters > Other Parameters in the menu.
2. Select Other Parameters > {SM} Exclude SD_REQUEST fields when duplicating incidents.
3. Specify the fields you do not want to duplicate when using the template.
- Each field name must be separated using the semicolon (;).
example HOUR_PER_DAY;ESTIMATED_PERCENT_COMPLETE;BUDGET_PLANNED
Step 2: Create a template
1. Open the form of the object to be used as a template.
2. Select the Is a Template box.
3. Save the form.
Delete a template
- Open the form of the object defined as a template.
- Unselect the Is a Template box.
Step 3: Use the template when creating a quick call
1. Click Copy From Template in the quick call.
2. Select the relevant template.
The quick call will be preloaded with data from the template fields.
Wizards
Link to a Project
Link to a Service Request
Link to a Continuity Plan
Link a to Problem
Cancel / Close
Change Target Resolution Date
Change SLA
Create a Child Request
Detach Release
Collision Detection
Create Unavailability
Send Email to Requestor
Impact Analysis
End of Unavailability
Execute Script
Update Request Detail
Notification for Action
Notification for Information
New Blackout Period
New Task
Notify Support Person
Reminder for Support Person
Reopen
Availability simulation
Capacity Simulation