implementation of the change management process in servicenow

Change Management, IT Meeting 2

Implementation of the Change Management Process in ServiceNow

Change Management Demo for IT 11/06/2013

11/06/2013


OutlookThe Change Management Process establishes standard methods &

procedures for efficient/prompt handling of changes controlling infrastructures

• Demo topics• 1st Block

• Presentation of the 4 changes types implemented in the system• Access to the Change Management application in ServiceNow• Involved actors

• 2nd Block• Fulfillment of each change type

• Workflow description• Tickets access and control

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Documentation• Change Management User Guide:

https://services.web.cern.ch/wiki/training-material

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• 1st Block• 4 changes types implemented in the system• Access to the Change Management application in ServiceNow• Involved actors

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4 types of changes

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1. Significant: Full workflow2. Minor: Reduced workflow3. Urgent: Reduced workflow4. Standard: Reduced workflow

based on templates

Getting Started: Navigation Panel1 Module accessible from the tool for any ITIL

person (for any supporter)

Change modules including:• Access to a new change • Changes assigned to me (changes for which I

am the coordinator)• Changes assigned to my support group(s)• List of all active changes recorded in the

system

Task actions including (to see in next slides):• List of tasks assigned to me• List of tasks assigned to my support group(s)

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Getting Started: Change Workflow

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1. New: Automatic status at change creation time: Fulfillment of the change form2. Admission: After the submission, the change request is sent to the FE manager for its

study (Significant Change). 3. Evaluation: Performed by the FE manager when the change request has been accepted.

In this case the declaration of a change coordinator is mandatory (Significant Change). 4. Approval: The change request control is on the coordinator’ hands. If needed, further

approvals can be requested at this step• For Significant changes the coordinator approval is always requested in default• For Minor changes the FE managers approval is requested• For Urgent changes the coordinator approval is requested

5. Plan&Build: Development of the change plan. (Significant Change)6. Test: Testing phase of the applied change (Significant Change)7. Deployment: Deployment of the change 8. Review: Review of the change (and closing decision)9. Closed: Final (automatic) state

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Completion of these steps will depend on the change type


Getting started: The actors• The following persons will have a role in this process:

• (M) Submitter Any supporter (ITIL role)• (M) FE Manager group Responsible of the change admission• (M) Coordinator Manager of the whole change defined by the FE

manager• Approver(s) Any person declared by the coordinator for specific

approvals• Task responsible(s) Any person declared by the coordinator to

execute specific jobs (tasks)

(M) MANDATORY

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• 2nd Block• Fulfillment of each change type

• Workflow description• Tickets access and control

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Change type = Significant• Characteristics of a significant change

• Default change type• It satisfies the whole workflow

• Remarks:• Any supporter can submit a change “proposal” for any FE in the catalogue

• This is true for significant, minor and urgent changes• Approval or rejection responsibility will depend on different bodies depending on the change type

• The control of the change requested is transferred to the FE managers in a significant change once the form is submitted

• Life demo Creating a new significant change• Workflow steps completed in the demo: “New” “Admission” Evaluation

• Involved actors: Submitter, FE manager, Coordinator, (task executor if any)

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Admission Phase: Change submittedThe change is now FE manager’ responsibility

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11. Admission states

• Requested: Default status• Accepted: Change is accepted by the FE manager• Not accepted: Change is rejected. Final state

2. If the change is accepted, then the declaration of a coordinator becomes mandatory

• If needed, the FE manager can change the assigned FE. Once the ticket is saved with the new FE, the control passes to the new FE managers group

• Once the change is approved by the FE manager, the control of the ticket passes to the coordinator

Procedures described at each step

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Evaluation phase: Declaring tasks and approversThe change is now coordinator’ responsibility

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1. Coordinator’ name can be changed2. “Assigned to” field contains the current coordinator3. The coordinator can declare tasks assigned to other persons4. Coordinator is allowed to declare further approvers that will

have to accept or reject the current change5. Once the approvers have been defined (a not mandatory

action), the coordinator can request such approvals clicking on: “Go to approval”

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Declaring Change TasksReminder: Coordinator’ responsibility

• From now on (Evaluation phase) tasks can be requested by the change coordinator• Not mandatory• Tasks Assigned to other persons (not necessary ITIL members)• This action can assist the coordinator while completing the evaluation phase

based on the results of these tasks• Fulfillment of these tasks does not prevent the continuation of the change

workflow if decided by the coordinator

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Completing the Change Task

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51. Declaration of the assignment group handling the task

(editable)2. Person who will complete the task (editable)3. Short description of the task (editable)4. Task description5. Internal work notes visible for the support group members

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Task person responsibility

Acknowledging/working on the task

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41. Access to the list of tasks assigned to the log-in person 2. List of all tasks assigned to me and status (columns can be

personalized)3. Communication field with the coordinator4. Task states (changed on a manual base)

• Open: Initial state• Work in Progress: Task acknowledge (starting the work)• Closed complete: Available only when the previous state (work

in progress) has been selected and saved

Reminder: Task person responsibility

Approvals handling

• Coordinator might require further approvals (technical, financial, functional approvals) before proceeding with the change

• Approvals can be requested by the coordinator during the evaluation phase

Approval mechanism • A single rejection closes the change (final state)• All approvers need to agree with the change before the coordinator can proceed with

the change• The change is blocked until all approvers take a decision

• Coordinator is added automatically to the list of approvers• Once the list of approvers is completed, the coordinator needs to require the

approvals clicking on the action: “Go to Approval”

Reminder: Coordinator’ responsibility

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• Life demo Declaring approvers• Workflow steps completed in the demo: “Approval” • Involved actors: Coordinator and approvers

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Types of Approvals

• The coordinator can declare different types of approvals: financial, confidentiality, functional (default), technical

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31. List of all approvers available for the coordinator from the

change form2. Clicking on the approval state, the coordinator will be directed

to the approval form. The type of approval can be edited. The available values are: “Financial”, “Confidentiality”, “Functional (default)”, “Technical”

3. Comments can be added and will be received by the approver

Coordinator’ responsibility

Approver View: Finding the approvals

1. List of approvals reachable from the navigation menu

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2. Approval details reachable while clicking on the state column• The list of approval can be personalized as any other

list available in the system

Approver responsibility


Approver View: Approval formReminder: Approver responsibility

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1. Comments can be added for the coordinator2. Approver decisions: “Approve” or “Reject”

• WARNING: If rejected, comments become mandatory



• Life demo Finishing the workflow• Workflow steps completed in the demo: “Plan & Build” “Test -->

“Deployment” “Review and Close”• Involved actors: Coordinator

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Next step: Plans and build • During the Plan&Build phase some of the dates fields become

mandatory• Planned start date• Planned end date


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1. Fields available in the change form. The change cannot be saved at this point without introducing planned dates identifying the start and the end of the planning phase


Next step: Test

• Phase corresponding to the change testing• Declaration of tasks for testing purposes can be necessary at this level (not mandatory

though)• If needed coordinator can roll back to the stage: Plan&Build



Next step: Deployment Coordinator’ responsibility

• Phase corresponding to the change deployment• If needed coordinator can roll back to the stage: Plan&Build (rolling back to

TEST is not allowed)• Deployment start date becomes mandatory

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1. Declaration of the Deployment start date is mandatory at this level


Next steps: Review and Closed• Final Review of the change• Available states now:

• Reviewed: Final state (change successfully completed)• State = Closed• Automatic Close code = Complete

• Rollback: Final state (change has failed)• State = Closed• Automatic Close code = Failed

• Deployment end date becomes mandatory independently of the state chosen by the coordinator• Only when the deployment end date is provided the change can be closed




Change type = Minor• Characteristics

• Reduced workflow• Change coordinator = Requestor• Workflow goes directly to the Approval stage once the form is

submitted• Skipping Admission and Evaluation stages

• Approvers = FE managers in default• Coordinator approval is no longer needed

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Minor Change Workflow1 2 3 4 5

1. Change creation time: New2. Once the minor change is submitted the workflow directly jumps to Approval 3. FE Managers approvals mandatory

• Coordinator and the requestor are (in default) the same person• One FE manager approval is enough (in case of multiple FE managers)• Once approved the change passed directly to Deployment

4. From Deployment stage the Minor and Significant changes workflows are identical


Life demo Minor change workflowWorkflow steps completed in the demo: ALLInvolved actors: ALL

Minor Change form

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1. In default and automatically the requestor becomes the change coordinator also

2. The change type cannot be modified3. The list of approvers is populated with the FE managers of

the FE chosen at change creation time

• Change type: Urgent


Creating an Urgent Change• Characteristics

• Reduced workflow• Change Coordinator = Requestor• Workflow goes directly to the Approval stage once the form is

submitted• Skipping Admission and Evaluation stages

• Approvers = Coordinator


Urgent Change form

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1. In default and automatically the requestor becomes the change coordinator also

2. The change type cannot be modified3. The list of approvers is populated with the coordinate name

only


Urgent Change Workflow1 2 3 4 5

1. Change creation time: New2. Once the Urgent change is submitted the workflow directly jumps to Approval 3. Coordinator approval is mandatory

• Coordinator and the requestor are (in default) the same person• Once approved the change passed directly to Deployment

4. From Deployment stage the Urgent and Significant changes workflows are identical


• Change type: Standard


Creating an Standard Change• Characteristics

• Reduced workflow based on templates• It is the Requestor responsibility to chose this type of change while

clicking on the right hand top menu bar and select the template applicable to the corresponding standard change

• Change coordinator = Requestor• The workflow jumps directly to the Deployment stage• No approvals are requested• The Deployment End Date becomes the unique mandatory date

before setting the change stage to Reviewed


Life demo Standard change workflowWorkflow steps completed in the demo: ALLInvolved actors: ALL

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1. Right click on the top bar menu and select “Apply Templates” action from the Templates menu

2. The list of available templates will appear in another dialog box• The available templates are defined on a group based• Creation of templates is (for the moment) an admin action


Standard Change Workflow1 2 3

1. Change creation time: New• Selection of template mandatory

2. Once the Standard change is submitted the workflow directly jumps to Deployment • Approvals no requested in this change

3. From Deployment stage the Standard and Significant changes workflows are identical• Only the Deployment End Date is mandatory


implementation of the change management process in servicenow

Documents

change coordinator

change review

change management application

change typegetting

change formadmission

change plan

new change changes

mandatory significant