ca cloud service management: configuring change management

ca Intellicenter

CA Cloud Service Management: Configuring Change Management

Kevin Stewart

MCX02E #CAWorld

CA TechnologiesSenior Instructor

2 © 2014 CA. ALL RIGHTS RESERVED.

CA Communities


Technical Publications

Configure a change management workflow.


Scenario—Overview

If the configuration items (CIs) are objects that are affected by regulation—such as the Health Insurance Portability and Accountability Act (HIPAA), Sarbanes-Oxley (SOX) Act and others—the ticket is to be routed for approval to a Regulatory Approval group with different approvers after all other approvals are complete.

The following changes are to be made:

Add a new approval path to an existing workflow.

Change the approval workflow and background actions for CIs related to this regulatory approval change.


After this session, you will be able to:

Describe how to design a modified change management workflow.

Describe the implementation of a modified change management workflow.

Describe how to configure the CMDB.

Session Objectives


By designing a modification to a change management workflow, you will be able to adjust change management workflows as needed to suit your business requirements.

Definition of Change Management

Information Technology Infrastructure Library (ITIL®) defines a change as an

addition, modification or removal of an existing IT system or service.

The change management process includes:

– Classification of the change

– Defining the approval process

– Implementing the change

– Validating results of the change

– Closing the change request


Normal Change Management Workflow

The normal change ticket starts with a ticket template and is moved through the workflow using workflow actions and approval phases.

1. Raise Change

2. Manager Approval

3. Change Manager Review

4. Implementation

5. Normal Post Implementation Review (PIR)

6. Closure


Workflow—Terms and Definitions

Following are the commons terms used to define the steps and actions which define ticket management workflow:

Ticket Template – Form pre-filled with data typical for different types of common problems

Auto Route – Set assignment of tickets and initiation of workflow actions on a ticket

Phase – Stage within the lifecycle of a ticket at which Workflow Actions can be selected or Approval Phases triggered

Approval Phase – Phase within a phase where both approval/rejection workflow actions execute. This phase is processed by the approval engine.

Workflow Actions – Set of actions that can be performed on a ticket

Reason Code – Reason for action or stage within the lifecycle of a ticket


Workflow Considerations

1. Identify approval and rejection actions in all approval steps.

2. Create hidden workflow actions for approved and rejected actions.Note: The approval action for the first approval step will be the submit for approval workflow action for the second approval step.

3. Create withdraw from approval workflow actions.

4. Create submit for approval workflow actions.

5. Create approval groups related to each approval phase.

Change Reviewed

Change Approval

Approval Step 1

Action on Rejection

Submit for Approval

Approval Phase

Action on First Approval

Approval Step 2

Action on Second Approval

Action on Rejection


Workflow Components Affected by the Scenario


Approval PhasesAn approval phase, represented by a diamond, is typically located under its respective phase in the workflow. At each approval phase, the change request is:

Approved: moved forward

Rejected: returned or closed

This abbreviation indicates:WA = Workflow Action

When change request is submitted for a manager’s approval, the manager can:• Approve the request and submit

it for change manager review, or• Reject it and send it back to the

requester


Special FunctionsWhen an action is frequent, repetitive and predictable, you can use special functions to run an automatic action on a ticket without the manual action normally required.

The Special Functions list displays a variety of automatic actions.

In change management workflows, the Submit For Approval or Withdraw From Approval special functions are commonly used.


Background Workflow Actions

Background workflow actions are denoted by a “zz” prefix to the names of workflow actions. These types of workflow actions:

Are hidden from appearing onthe Actions menu

Run automatically without any manual intervention


To implement a new change management workflow based on particular CIs, the CMDB needs to be configured with specific CI information.

CMDB Configurations

The CMDB needs to be configured with the following information:

CI attributes

Asset and CI attribute templates

CI categorizations

CI approvers

CI relationships


CI Attributes

CI attributes are created using the following:

1. Create the underlying attribute for the CIs on the Custom Attributes tab.

2. Create a mapping between the CCTIs of the attributes that a CI will inherit using the Custom Asset/CI Attribute Templates tab:

The Regulated list attribute displays two options: Yes and No.


Asset and CI Attribute TemplatesAfter having created the underlying attributes for a CI, they are then mapped to the CI through the use of the CCTI.


CI Categorizations

CCTI:

Class

Category

Type

Item

Use the following process to assign a CCTI to a CI: Create the underlying

CCTIs on the Manage Categorizations tab.

Create the CIs on the Configuration Management tab.

For each CI, assign the appropriate CCTI.


CI Relationships

CIs can be related together to provide a particular IT service.

For example, an organization might have servers associated with one or more regulated services.

This relationship needs to be a factor in the change approval process.


Session Summary

You should now be able to do the following:

Describe how to design a modified change management workflow.

Describe the implementation of a modified change management workflow.

Describe how to configure the CMDB.


For More Information

To learn more about Management Cloud,

please visit:

http://bit.ly/1wEnPhz

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For Informational Purposes Only

© 2014 CA. All rights reserved. All trademarks referenced herein belong to their respective companies. ITIL® is a Registered Trade Mark of AXELOS Limited.

This presentation provided at CA World 2014 is intended for information purposes only and does not form any type of warranty. Some of the specific slides with customer references relate to customer's specific use and experience of CA products and solutions so actual results may vary.

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