sap solman learner guide charm

7/21/2019 SAP Solman Learner Guide CHARM

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WORK PACKAGE:

Solution Manager CHARM

Learner Guide 2:

CHARM for Change Request

Management

SAP SolMan 7.1


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SAP SolMan 7.1: CHARM

Module Overview

The Change Request Management Process is the process of

requesting, determining, attainability, planning, implementing,

and evaluating of changes to a system.It has two main goals:

1. Supporting the processing of changes and

2. Enabling traceability of changes,

which should be possible through proper execution of the

process described during the training.


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Change Management

Learner Objectives

Describe the key components of the Change Management

process

Understand and learn the usage of Change Request in

SolMan.


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Change Management

Lesson Objectives :

After completing this lesson, you will be able to do:

Normal Change

Admin Change

Urgent Change

General Change

Withdraw Urgent Change Change Request Rejected by CAB


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Change Management Overview

Module Overview Process


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Change Management Process

Module Process Overview (Cont)

The following SolMan Change Request Processes will be trained: Set-up Training Access for SolMan 7.1

1. Normal Change Select Create Change Request by User

Request For Change (RFC) Logging and ReviewApprove

Change Assessment by Change ManagerRelease for Approval

Change Assessment by CAB approval - Approve

Change Assessment by Change Manager

Approve Implement Normal Change

Confirm Request for Change

2. Admin Change Select Create Change Request by User


Change Assessment by Change ManagerRelease for Approve

Change Assessment by CAB approval - Approve

Change Assessment by Change ManagerApprove

Implement Administration Change Confirm Request for Change

3. Urgent Change Select Create Change Request by User

Request For Change (RFC) Logging and ReviewApprove Change Assessment by Change Manager - Approve

Change Assessment by CAB approval


Implement Emergency Change



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Change Management Process

Module Process Overview (Cont)

The following SolMan Change Request Processes will be trained:

4. General Change Select Create Change Request by User




Implement General Change


5. Withdraw Urgent Change Select Create Change Request by User


Change Assessment by Change Manager - Approve

Change Assessment by CAB approval Change Assessment by Change Manager - Approve

Withdraw Change Reject

6. Change Request rejection by CAB Select Create Change Request by User

Request For Change (RFC) Logging and Review - Approve


Change Assessment by CAB - Reject


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Start

Set-up Training Access for SolMan 7.1

Steps Required for access to training client


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To log-in you require the SAP GUI with the setting as per the screen reflected above

Step 1Click on Creationbutton to create

new system log-in

Step 2Complete description ,

Application Server,Instance Number and

System ID

Step 4Save settings


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Now use the newly created QA SOLMAN 7.1 item to open the SAP log-in Screen

Double Click onine item to access

SAP SolMan


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Log-in to SolMan using your User ID and Password. After entering a pop-up will appear,

if you login for the first time, that allows you to capture your own Password. In future this

will be your log-in Password.

Log-in User ID andPassword and

enter to get access


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To now get to the SolMan Web UI type in the task bar sm_crm and enter.

Access to the WebGUI

Enter: sm_crm

GUI will upload


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Once the UI has been uploaded you will have access to the home page from were you

can start working in SolMan.

System now readyto transact and you

are on the homepage


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End



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Start

1. Normal Change Request

Steps Required for a Normal Change Request

Step 1: Create Change Request

Step 2 : Request For Change (RFC) Logging and Review - Validate

Step 3: Change Assessment by Change ManagerRelease for Approval

Step 4: Change Assessment by CAB approval - Approve

Step 5: Change Assessment by Change ManagerApprove

Step 6: Implement Normal ChangeStep 7: Confirm Request for Change


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1. Step 1: Select Create Change Request by User

To start the process of change request, click on the Change Request Management

button on the navigation bar.

Click on theChange Request

ManagementbuttonRequester


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To start creating the request click on Request for Change under the Create menu bar.

Click on theRequest to Change

Requester


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All item marked with * are required fields. Start with Description , Sold To Party and

Change Manager.

Requirements: Change Managermust be CHMAN1

Step 1.1Description : Usekey words todescribe the event

Step 1.2Sold to Party: Fromthe drop down listselect the correct Soldto Party

Step 1.3Change Manager: From the drop

down list select the correct Changemanager CHMAN1

Step 1.4Priority : From drop

down list select thecorrect Priority.

Step 1.5SAVE

Requester


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After the request has been saved, the Change Request is created on SolMan and an

eMail will be sent to the Change Request Manager for action. The eMail in outlook will

have a hyperlink to the Change Request in SolMan.

Information:SAVED : Changerequest now created

Information:Example of eMail sentto Outlook

Information:Hyperlink to SolManfrom Outlook eMail

Requester


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1. Step 2: Request For Change (RFC) Logging and Review - Approve

The Change Manager has followed the Hyperlink from Outlook or performed a search on

all open items related to his user ID.

Click on Edit to accessthe Change Request

Change Manager


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2.1 The Change Manager needs to set the Change Request (CR) to Validated and

then check if the specific CR information is correct and then decided this CR is not

supposed to be an emergency. Make sure that all other information is correct and

practical for this CR.

2.2 Once Change Manager is happy the project can be allocated ZMAINTOY . This is

dependent on the relevant maintenance project related to this change. The Change

Manager also needs to select an Approval Procedure and select the relevant levels 1-4 if

they have not yet been selected.

Step 2.1Use the action button toset status tovalidation

Step 2.4Select the project fromthe drop down list

Step 2.3Select the approvalprocedure from thedrop down list

Step 2.5Select thecategorization from thedrop down list

Step 2.2Populate the relevant

Business Partners

Change Manager


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Use the Scroll down button to find the Request for Change Scope. Find the button below

the heading for this function. Selection the insert button the system will generate a

Request for Change Scope. Select the down arrow in the Change Category and make the

Admin Change selection.

Change Manager need to validate the CR

1. Decide if RFC need to be rejected (Manual)

2. Determine if Formal Change Evaluation is required (Manual)

3. Submit Change for Formal Change Evaluation (Manual)

Step 2.1Scroll down to Request forChange Scope.(The Validation must havebeen selected before this step. )

Step 2.2The heading Request forChange can be seen. Select

Insertbutton under the Requestfor Change Scope heading.Request for Change isgenerated.

Step 2.3Select the drop down arrow andchange Category from the listselect Normal Change.

Change Manager


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The Change Manager has saved the RFC and can now see the configure item. The RFC

can now be released for approval.

SAVE : RFC has nowbeen saved.

Change Manager


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1. Step 3: Change Assessment by Change Manager - Approve

1. Check if existing change models can be used (Manual)

2. Decide on required authorisation

3. Determine the correct approval Group

4. Release for Approval

The RFC is now ready to be Released forApproval. Click on the Actionsbutton andselect the action Release for Approval. AneMail will then be sent to the relevantapprovers of the RFC

Information:Status updated to Tobe Approved oncetransaction is saved

Change Manager


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1. Step 4: Change Assessment by CAB - Approve

1. Assess risks associated with the proposed Change (Manual)

2. Assess the urgency of the proposed Change (Manual)

3. Assess consequences if proposed Change not implemented (Manual)

4. Identify required resources

5. Assess the proposed schedule for implementation

6. Document the Change assessment

7. Decide if proposed change can be authorised

8. Approval Assignment Block: Select Approve in the Activity column for CAB Approver

Information:Depending on theApproval Procedureselected, there may bedifferent approvers for the

RFC

Approval RFC:Ensure you are in edit mode then select

From drop down status Approved toadd the CAB approval.

CAB


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3. Select approval procedure


If all item is correct Approve RFC

Approval RFC:Ensure you in edit mode then select Fromdrop down status Approved once allitem are approved the status of ChangeRequest will be updated

Information:

Status to be Changedonce savedApproved

Change Manager


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Once all the approvers have approved the Request for Change, the overall status of the

RFC is updated to Approved.

Information:SAVE : Status change

to Approved

Change Manager


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1. Step 5: Change Assessment by Change ManagerApprove

Once the RFC has been approved, the Change Manager needs to release the RFC for

development. This will generated the change document (Normal Change, Admin

Change etc).

Click on the Actions button andthen select Release forDevelopment in order to releasethe RFC

Information:The status of the RFC is updatedto Being Implemented.

Change Manager


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The subsequent document is now automatically generated, and an eMail sent to the

relevant person informing them of the change.

Information:The change document numbercan be found in the ChangeObject ID column of theRequest For Change Scopeassignment block..


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1. Step 6: Implement Normal Change

1. Access normal changeDeveloper2. Set In DevelopmentDeveloper

3. Create Transport RequestDeveloper

4. Logon to system and make changesDeveloper

5. Release for TestingDeveloper

6. Confirm Successful TestTester

7. Update Maintenance CycleChange Manager

8. Import to ProductionIT Operator

Change Manager


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1. Step 6: Implement Normal Change

Role Action Description

Developer Set to In Development Creates Transport, does configuration & release transport

Developer Pass Normal Change to Test Tester will receive an email and can logon to the system to test

Tester Confirm Successful Test When the tester is happy with the testing, they will confirm successful test. An email

will then go to the Change Manager to change Maintenance Cycle.

Change Manager Updates the Maintenance Cycle stages. Test >> Preparation for Go Live >> Go

Live

IT Operator Set Production Status Imports the Normal Change into Production


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1. Step 6: Access Normal Change

When the Request for Change is released for development and the Normal Change

created, the Developer receives a mail informing them of the new Normal Change. They

will then click the hyper link on the email to open the Normal Change.

Developer


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1. Step 6: Set to In Development

When the Developer puts the transaction into edit mode, the system automatically

assigns them as the Current Processer.

They will now be able to update the status by performing an action.

Information:As soon as the Developer clicksthe Edit button, they areautomatically assigned as theCurrent Processor

6.1Click Edit buttonDeveloper


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When the Developer is busy with the change, the status must be set to In Development.

This allows the creation of a transport request.

6.2Click Actions button and

select Set to In

Development

Developer


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The system confirms that the Normal Change transaction is saved. The Developer can

now create the transport and start the configuration.

6.3Save the TransactionDeveloper


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1. Step 6: Create Transport Request

In order to create a new transport, scroll down to the Transport Management

assignment block and click on the Transport Request button.

6.4Click on Transport Request

buttonDeveloper


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Populate the relevant information and click Create to create the Transport Request.

6.5Change Short Description

if required 6.6

Select Request Type

6.7Click Create button

Developer


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The transport is generated and the Developer can start the work on the change.

InformationTransport number

displayed in Transport ID

column

Developer


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1. Step 6: Log onto system and make change

The Developer can now log-in to SAP development system and make the required

changes.

6.8Click Logon to system

buttonDeveloper


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1. Step 6: Release for Testing

Once the changes are made and the change is ready for testing, the transport needs to

be released to QA.

6.10Click Displaybutton

6.9Run transaction SE09Developer


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Release the Customizing Task of the relevant transport before passing the change to

testing.

6.11Click on the Customizing

Task of the relevant

transport

6.12Click on the Release

Directlybutton.

Developer

f


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By passing the change to test phase, the Tester will receive an email informing them that

the change is ready for testing in the QA environment. The Developer can add Test

Instructions in the Text assignment block of the change.

6.13Select action: Pass Normal

Change to TestDeveloper

InformationDevelopers can add text

instructions for the tester inthe Text assignment block

l f i


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The status of the change is now To Be Testedand the Tester needs to logon to test.

InformationStatus updated to To Be Testedwhen the transaction is savedDeveloper

S 6 S f ll


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1. Step 6: Successfully Test

When the Tester has put the change into edit mode, they are automatically assigned as

the Current Processor.

6.13Click Edit Button.Tester

1 S 6 S f ll T


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6.14Select Action: Confirm Successful

Test


The Tester will perform their tests and once satisfied with the results, they can confirm

successfully test. If they are NOT happy with the test results, the change can be Reset

To Development.

Note: The tester will also attach test scripts and add a Test Report to the change

Tester

InformationA test report can be entered

into the Text assignmentblock

1 S 6 S f ll T


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InformationStatus is updated to Successfully

Tested


The Tester has now confirmed a successful test. An email is sent to the Change

Manager who will update the Maintenance Cycle.

Tester

1 St 6 U d t M i t C l


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1. Step 6: Update Maintenance Cycle

1. Update Maintenance Cycle to Test Phase

2. Update Maintenance Cycle to Go Live Preparation phase

3. Update Maintenance Cycle to Go Live phase

4. Click on Task List in Maintenance Cycle to import into Production

Change ManagerInformation

The Change Manager updates thedifferent phases of the

Maintenance Cycle

1 St 6 U d t M i t C l


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1. Step 6: Update Maintenance Cycle

Once the status is updated to Go Live, the IT Operator can import the transports into

Production.

Change Manager

1 St 6 I t t P d ti


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6.15Click Edit Button

1. Step 6: Import to Production

The IT Operator schedules or automatically triggers the transport requests to the

Production System. After the import, the IT Operator will check the logs to confirm that

there are no errors. The status can then be updated using action Set Production

Status.

IT Operator

Information:The IT Operator is automatically

set as the Current Processor

1 St 6 I t t P d ti


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IT Operator sets the Production status when transports are successfully imported into

Production.

IT Operator 6.16Select Action: Set ProductionStatus

1 St 6 I t t P d ti


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Once saved, the change status is updated to Imported to Production. No further

changes can be made at this stage. *** Maintenance Cycle can now be updated to In

Development with Release.

An email is sent to the Change Manager to confirm the Request for Change.

IT Operator

1 Step 7 Confirm Request for Change


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1. Step 7: Confirm Request for Change

Change Manager can now update the Request for Change to status Confirmed.

Change Manager

1 Normal Change Request


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End

1. Normal Change Request

2 Administrative Change Request


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Start

2. Administrative Change Request

Steps Required for an Administrative Change Request

Step 1: Select Create Change Request by User

Step 2 : Request For Change (RFC) Logging and Review - Validate

Step 3: Change Assessment by Change ManagerRelease for Approval

Step 4: Change Assessment by CAB approval


Step 6: Implement Administrative Change

Step 7: Confirm Request for Change

2 Step 1: Select Create Change Request by User


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To Start the process of change request, click on the Change Request Management

button on the left side menu bar.

Click on the Change RequestManagement buttonRequester



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To Start creating the request click on Request for Change under the Create menu bar.

Click on theRequest to ChangeRequester



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Change Manager.




Step 1.3Change Manager: From the dropdown list select the correct Change

manager CHMAN1

Step 1.4Priority : From dropdown list select thecorrect Priority.

Step 1.5

SAVE

Requester



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Requester

2 Step 2 Req est For Chan e (RFC) Lo in and Re ie Appro e


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The Change Manager has followed the Hyperlink from Outlook or did a search on all

open item related to his user ID.

Click on Edit to getaccess to Saved ChangeRequest createdChange Manager

2 Step 2: Request For Change (RFC) Logging and Review Approve


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2.1 The Change Manager needs to set the Change Request (CR) to Validated and then

check if the specific CR information is correct and then decided this CR is not supposed to

be an emergency. Make sure that all other information is correct and practical for this CR.







Step 2.3Select the approvalprocedure from the

drop down list


Step 2.2Populate the relevantBusiness Partners

Change Manager



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2. Determine if Formal Change Evaluation is required (Manual)3. Submit Change for Formal Change Evaluation (Manual)

Step 2.1Scroll down to Request for Change Scope.(The Validation must have been selectedbefore this step. )

Step 2.2The heading Request forChange can be seen. SelectInsertbutton under the Requestfor Change Scope heading.Request for Change isgenerated.

Step 2.3Select the drop down arrow andchange Category from the listselect Administrative.

Change Manager



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The Change Manager has saved the RFC and can now see the configure item. Approval

can now be executed.

SAVE : RFC has nowbeen saved.Change Manager

2. Step 3: Change Assessment by Change ManagerRelease forApprove


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Approve





The RFC is now ready to be Released forApproval. Click on the Actionsbutton andselect the action Release for Approval. AneMail will then be sent to the relevant

approvers of the RFC.

Information:Status updated to Tobe Approved oncetransaction is saved.

Change Manager

2 Step 4: Change Assessment by CAB - Approve


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Information:Depending on theApproval Procedureselected, there may bedifferent approvers for theRFC.

Approval RFC:Ensure you are in edit mode then selectFrom drop down status Approved toadd the CAB approval.CAB

2 Step 5: Change Assessment by Change Manager - Approve


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Approval RFC:Ensure you in edit mode then select Fromdrop down status Approved once all itemare approved the status of Change Requestwill be updated.

Information:

Status to be Changedonce savedApproved

Change Manager



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Information:SAVE : Status changeto ApprovedChange Manager



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Change etc).



Change Manager



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2. Step 5: Change Assessment by Change Manager Approve




Change Manager

2. Step 6: Implement Administrative Change


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1. Access Administrative change functionIT Operator

2. Set Change to in process - IT Operator

3. Complete administrative change - IT Operator

4. Confirm administrative changeChange Manager



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IT Operator Set to In Process Sets status to In Process while working on the Admin Change

IT Operator Set to Completed Sets status to Completed once the work has been completed. Mail is sent to the

Change Manager to confirm that they are satisfied with the work

Change Manager Confirm Change Change Manager will confirm the change when it has been successfully completed.No further changes can be made.

2. Step 6: Access Administrative Change


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2. Step 6: Access Administrative Change

When a Request for Change involving an Admin Change is set to Release for

Development, the IT Operator will receive an email with a hyperlink to the Admin

Change. By clicking on the link, the Admin Change will be displayed.

IT Operator Step 5.1Click Edit buttonInformation:

The IT Operator is setas the Current

Processor when thetransaction is put into

edit mode

2. Step 6: Update Administrative Change to In Process


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2. Step 6: Update Administrative Change to In Process

While the IT Operator is working on the change, the status needs to be set to In

Process.

Remember: Text notes can be added at any time to keep track of the progress of the

change.

Step 5.2Select Action: Set to In

Process

IT Operator Step 5.3Click Save

InformationStatus is updated to In

Process

2. Step 6: Confirm Administrative Change


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2. Step 6: Confirm Administrative Change

Once the IT Operator has completed the change, the status of the transaction can be set

to Completed. The Change Manager will receive an email, informing them that the

change has been completed.

IT Operator Step 5.4Select Action: Set toCompleted

InformationStatus is updated to

Completed

2. Step 6: Complete Administrative Change


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. Step 6: Complete Administrative Change

When a Change Manager is satisfied that the change is completed, they will confirm the

Administrative Change. If they are not satisfied, action Reset to In Process can be

selected and the change will be sent back to the IT Operator.

Step 5.5Select Action: ConfirmAdministrative Change

Change Manager

InformationChange Manager is

automatically assignedas the Current Processor

2. Step 6: Complete Administrative Change


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p p g

InformationNo further changes can be made

once status is ConfirmedChange Manager

InformationStatus updated to

Confirmed

The status of the associated Request for Change will be automatically updated to

Implemented. The Change Manager will then confirm the RFC.



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p q g

Update Request for Change status to Confirmed

Change Manager

2. Administrative Change Request


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End

g q

3. Urgent Change Request


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Start

g g q

Steps Required for a Urgent Change


Step 2 : Request For Change (RFC) Logging and Review - Approve


Step 4: Change Assessment by CAB - Approval


Step 6: Implement Emergency Change




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p g q y



Click on the

Change RequestManagementbutton

Requester



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p g q y





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p g q y


Change Manager.




Step 1.3Change Manager: From the dropdown list select the correct Change

manager CHMAN1

Step 1.4Priority : From dropdown list select the

correct Priority.

Step 1.5SAVE

Requester



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Requester



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g gg g



Click on Edit to getaccess to Saved ChangeRequest createdChange Manager



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2.1 The Change Manager needs to set the Change Request (CR) to Validated and

then check if the specific CR information is correct and then decided this CR is not

supposed to be an emergency. Make sure that all other information is correct and

practical for this CR.



Manager also needs to select an Approval Procedure and select the relevant levels 1-4 ifthey have not yet been selected.

Step 2.1Use the action button toset status to

validation





Change Manager



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2. Determine if Formal Change Evaluation is required (Manual)3. Submit Change for Formal Change Evaluation (Manual)

Step 2.1

Scroll down to Request for Change Scope.(The Validation must have been selectedbefore this step. )

Step 2.2The heading Request forChange can be seen. SelectInsertbutton under the Request

for Change Scope heading.Request for Change isgenerated.

Step 2.3Select the drop down arrow andchange Category from the listselect Urgent Change.

Change Manager



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SAVE : RFC have nowbeen saved.

Change Manager



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The RFC is now ready to be Released forApproval. Click on the Actionsbutton andselect the action Release for Approval. AneMail will then be sent to the relevantapprovers of the RFC.


Change Manager



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Information:Status to be Changedonce savedApproved

Change Manager



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Information:SAVE : Status changeto Approved

Change Manager



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Change etc).



Change Manager



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Change Manager

3. Step 6: Implement Urgent Change


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1. Access Urgent change - Developer

2. Set Change to In Development- Developer

3. Create Transport - Developer

4. Logon to System button & Configure Change - Developer

5. Release Transport - Developer

6. Pass Urgent Change to Test - Developer

7. Perform Test & Confirm successful test - Tester

8. Approve change for production importChange Manager

9. Import urgent change into production systemIT Operator

10. Confirm urgent change - Developer

11. Complete urgent changeIT Operator

3. Step 6: Implement Urgent Change


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Developer Set to In Development Developer changes status to In Development to generate a transport number.

Transport number created and configuration completed. Release Transport.

Developer Pass Urgent Change to Test Developer passes change to test when it is ready to be tested. Tester receives a mail

to inform them that they can test the Urgent Change.

Tester Confirm Successful Test Once the Tester is satisfied with the testing, they will confirm successful test. Mail

send to Change Manager to inform them of the successful test.

Change Manager Release Urgent Change for

Production

Change Manager needs to approve the change. Mail goes to the IT Operator once

the Change Manager has approved.

IT Operator Import Urgent Change into

Production System

IT Operator imports the change to production using this action. This will trigger a mail

to the Developer.

Developer Confirm Urgent Change The Developer confirms that the change is in production using this actual. An email

is then sent to the IT Operator so that they can Complete the change.

IT Operator Complete Urgent Change The IT Operator completes the Urgent Change using this action. Once the status us

set to Complete, no further changes can take place.

3. Step 6: Access Urgent Change


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6.1Click Edit button

Developer

InformationDeveloper is

automatically assignedas the Current Processor

When a new Urgent Change is created on the system, the assigned Developer will

receive an email informing them on the new change. They will use the hyperlink in the

email to display the Urgent Change.

3. Step 6: Set change to In Development


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6.2Select Action: Set to In

Development

The Developer will set the status to In Development to create a transport. As soon as

the Set to In Development action is saved, the transport creation starts.

Developer

3. Step 6: Create Transport


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6.3Change Short Description if

required

6.4Select Transport Request

Type

The Developer needs to create the transport request from the pop up displayed. Once

the required fields have been maintained, the transport can be created by clicking Create

button.

Developer

6.5Click Create

3. Step 6: Create Transport


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InformationTransport number generated

The transport number is displayed in the Transport Management assignment block.

At this stage the Developer will logon and make the changes in the Development system.

Developer

Information

Developer can log directly on tothe system to work on the

changes.

3. Step 6: Release Transport


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6.6Run transaction SE09

6.7Click display

The Developer saves the changes to the transport generated in the previous step.

Once he is satisfied that the changes are ready for test, he needs to release the

transport.

Developer

3. Step 6: Release Transport


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6.9Click Release Directly (Red

Truck)

6.8Click on the

Customizing Task

Release just the subtask of the transport. The following message will be displayed once

released.

Developer

3. Step 6: Pass Urgent Change to Test


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6.10Select Action: Pass Urgent

Change to Test

Once the Developer has passed the Urgent Change to test, the Tester will receive an

email informing them that the change is ready to be tested.

Developer

InformationStatus updated to To BeTested

3. Step 6: Perform Successful Test


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InformationThe Tester can logon to the test

system from the Web UI usingthe logon button in the

Landscape assignment block

Tester

The Tester will click on the hyperlink in the email to access the Urgent Change. The

search functionality can also be used to search for changes.

Once the user has logged on, they can test the changes.

3. Step 6: Perform Successful Test


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6.11Select Action: Confirm

Successful TestTester

The Tester can now confirm that they are satisfied with the changes by updating the

status to Successfully Tested. An email will then be sent to the Change Manager to

approve the change for production.

If the Tester is not happy with the change, the Reset Status to In Development


Successfully tested

3. Step 6: Approve Change for Production Import


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Change Manager

The Change Manager now needs to approve the change for Production. Once he has

validated that all the standardized processes have been completed, the status can be

updated. If the Change Manager is not satisfied that the change can be released to

Production, Reset Status In Development must be selected. A mail will then go to the

Developer informing them of the update.

6.12Select Action: Release Urgent

Change for Production

InformationStatus updated toAuthorized for

Production

3. Step 6: Import Urgent Change to Production


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IT Operator

The IT Operator now has the go ahead to move the change to Production. At this stage

he can still reject the change if there is something he is unhappy with by selecting action

Reset Status to In Development.

The Developer now receives a mail to confirm the change.

6.13Select Action: ImportUrgent

Change for Production


Imported to Production

3. Step 6: Confirm Change


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Developer

The Developer will do a check to ensure that the change is successfully in the Production

environment. Once they are satisfied, the status can be updated to Confirmed.

6.14Select Action: Confirm Urgent

Change


Confirmed

3. Step 6: Complete Change


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6.15Select Action: Complete Urgent

ChangeIT Operator

InformationOnce completed, the

Complete Task List popup is displayed

Completing the change will perform the necessary checks to complete the individual task

list associated with the change. The change will then be locked for further maintenance.

3. Step 6: Complete Change


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6.16Click Agree and Proceed buttonto Complete the Urgent Change

IT Operator

At this stage, a mail is sent to the Change Manager to confirm the Request for Change.



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1. Update Request for Change status to Confirmed

Change Manager

3. Urgent Change Request


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End

4. General Change Request


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Start

Steps Required for a General Change



Step 3: Change Assessment by Change Manager

Approve


Step 5: Implement General Change




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Click on theChange RequestManagement

button

Requester



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4. Step 1: Select Create Change Request by UserSt 1 1

Step 1.2


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Change Manager.




Step 1.3Change Manager: From the dropdown list select the correct Changemanager CHMAN1

Step 1.4Priority : From dropdown list select the

correct Priority.

Step 1.5SAVE

Requester



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Information:

Hyperlink to SolManfrom Outlook eMail

Requester



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Click on Edit accessRequest For ChangeChange Manager



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check if the specific CR information is correct and then decided this CR is not supposed

to be an emergency. Make sure that all other information is correct and practical for this

CR.










Change Manager



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Step 2.1

Scroll down to Request for Change Scope.(The Validation must have been selectedbefore this step. )

Step 2.2The heading Request forChange can be seen. SelectInsertbutton under the Request

for Change Scope heading.Request for Change isgenerated.

Step 2.3Select the drop down arrow andchange Category from the listselect General Change.

Change Manager



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SAVE : RFC have nowbeen saved.Change Manager



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The RFC is now ready to be Released forApproval. Click on the Actionsbutton andselect the action Release for Approval. AneMail will then be sent to the relevantapprovers of the RFC.


Change Manager


A l C


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Information:Status to be Changed

once savedApproved

Change Manager



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Change etc).



Change Manager



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Change Manager

4. Step 5: Implement General Change


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1. Access General change - Developer

2. Set Status: Change to In Process - Developer

3. Pass General Change to TestDeveloper

4. Test & send for documentation: To Be Documented - Tester

5. Document & release Change Analysis - Developer

6. Confirm the change Change Manager

4. Step 5: Implement General Change


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Developer Set to In Process Developer sets the status to In Process while they are working on the requirement.

Developer Past general change to test Developer passes the change to testing when they have completed the work. An

email goes to the Tester to inform them that the General Change is ready for testing.

Tester Set to be documented The tester tests the General Change and sets the status to To Be Documented when

they are satisfied with the change. A mail goes to the Developer to document the

change.

Developer Set to Change Analysis Once the Developer has documented the change, they will update the status to

Change Analysis. An email will then go to the Change Manager to continue.

Change Manager Confirm general change Change Manager needs to analyse the change and confirm the change when they

are satisfied. No further changes can be made to the General Change once it has

been confirmed.

4. Step 6: Access General Change


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6.1Click the Edit button

InformationThe Developer will

automatically be assigned asthe Current Processor

When a new General Change is created, the Developer assigned to the change will

receive an email notification, with a link to the General Change. By clicking on the

hyperlink, the transaction will be displayed.

Developer

4. Step 6: Set Status in Process


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6.2Select Action: Set to In ProcessDeveloper

The Developer will see the details of the requirement from the description text copied

over from the Request for Change and updates the status of the General Change to In

Process while they are working on the change.

Information:The status is updated to In

Process

4. Step 6: Pass General Change to Test


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6.3Select Action: Pass General

Change to Test

Once the Developer has completed the change, it can be released for testing.

Remember that Test Instructions for the Tester can be added in the Texts assignment

block.

An email will go to the Tester informing them of the change.

Developer

Information:The status is updated to To Be

Tested

4. Step 6: Test and send for Documentation


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6.4Select Action: To be

DocumentedTester

Tester follows instructions in the Text Log when testing the change. When they are

satisfied with the results, the test can be passed using action Set to To Be

Documented, alternately, if the test fails, actionReset General Change to In Process.

The change is now sent to the Developer for final documentation.

** Note: The tester will also attach test scripts and add a Test Report to the change

InformationThe status is updated to

To Be Documented

4. Step 6: Document and Release for Change Analysis


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6.5Select Action: Set to Change

AnalysisDeveloper

Developer updates the General Change with any additional informationthis step is to

provide the Approver with enough information to analyse and approve the change.

Once this is complete, the change is sent to the Change Manager for approval (Change

Analysis).

InformationStatus is updated toChange Analysis

4. Step 6: Confirm Change


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6.6Select Action: Confirm General

ChangeChange Manager

The Change Manager will have a look at the Text log that was updated over the course of

the process and views the test results and confirms the change. If the Change Approver

is not satisfied with the information, status Failed can be selected.


Confirmed



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1. Update Request for Change status to Confirmed

Change Manager

4. General Change Request


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End

St t

5. Withdraw Urgent Change


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Start

Steps Required for a Urgent Change




Approve

Step 4: Change Assessment by CAB approval


Step 6: Withdraw Urgent Change


Cli k th


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Click on theChange RequestManagementbutton

Requester



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5. Step 1: Select Create Change Request by UserStep 1.1Description : Usek d t

Step 1.2Sold to Party: Fromthe drop down list


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Change Manager.


key words todescribe the event

the drop down listselect the correct Soldto Party



Step 1.5SAVE

Requester


I f


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Information:

Hyperlink to SolManfrom Outlook eMail

Requester



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Click on Edit button toaccess the Request forChangeChange Manager



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CR.










Change Manager


Step 2 2Change Manager


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Step 2.1Scroll down to Request for Change Scope.(The Validation must have been selectedbefore this step. )

Step 2.2The heading Request forChange can be seen. SelectInsertbutton under the Requestfor Change Scope heading.

Request for Change isgenerated.

Step 2.3Select the drop down arrow andchange Category from the listselect Urgent Change.

Change Manager



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SAVE : RFC have nowbeen saved.Change Manager


The RFC is now ready to be Released for


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Approval. Click on the Actionsbutton andselect the action Release for Approval. Anemail will then be sent to the relevantapprovers of the RFC.


Change Manager



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Approval RFC:Ensure you are in edit mode then selectFrom drop down status Approved toadd the CAB approval.

CAB

5. Step 5: Change Assessment by Change Manager - ApproveApproval RFC:Ensure you in edit mode thenselect From drop down status


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select From drop down statusApproved once all item areapproved the status ofChange Request will beupdated.

Information:Status to be Changedonce savedApproved

Change Manager


I f i


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Click on the Actions button andthen select Release for


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Change etc).

then select Release forDevelopment in order to releasethe RFC


Change Manager



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Change Manager

5. Step 6: Withdraw Change - Reject


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1. Access Urgent Change function

2. Set change to Withdrawn

3. Execute Changes

4. Complete Tasklist: Agree and Proceed

Developer Step 6.Select Action: Withdrawn.

5. Withdraw Urgent Change


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End

Start

6. Change Request Rejected by CAB


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Start

Steps Required for a Change Request Rejected by CAB




Approve

Step 4: Change Assessment by CABReject


Click on the

R


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Change RequestManagementbutton

Requester


Click on the

R


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6. Step 1: Select Create Change Request by UserStep 1.1Description : Usekey words to

Step 1.2Sold to Party: Fromthe drop down list

l t th t S ld Step 1 3

R


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Change Manager.


describe the event select the correct Soldto Party



Step 1.5SAVE

Requester


Information:SAVED ChR t


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SAVED : Changerequest now created


Information:Hyperlink to SolMan

from Outlook eMail

Requester


Click on Edit to getaccess to Saved Change

Ch M


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access to Saved ChangeRequest createdChange Manager


Step 2.3Step 2 2

Ch M


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CR.







pSelect the approvalprocedure from thedrop down list



Change Manager


Step 2.2The heading Request for

Change Manager


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Step 2.1Scroll down to Request for Change

Scope.(The Validation must have beenselected before this step. )

The heading Request forChange can be seen. SelectInsertbutton under the Requestfor Change Scope heading.

Request for Change isgenerated.

Step 2.3Select the drop down arrow andchange Category from the listselect Normal Change.

g g


Ch M


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SAVE : RFC has nowbeen saved.Change Manager


The RFC is now ready to be Released forApproval. Click on the Actionsbutton andselect the action Release for Approval AnChange Manager


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select the action Release for Approval. Anemail will then be sent to the relevantapprovers of the RFC.


Change Manager

6. Step 4: Change Assessment by CABReject

Rejection RFC:Ensure you are in edit mode then selectFrom drop down status Rejected to

CAB


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8. Approval Assignment Block: Select Rejectin the Activity column for CAB Approver

p jadd the CAB approval.

Information:Comments can also be entered to note thereason for rejection of the RFC.

CAB

6. Step 5: Change Assessment by Change Manager - Reject

Approval RFC:Ensure you are in edit mode then selectFrom drop down status Rejected once alli d j d h llChange Manager


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5. Reject the RFC

item are approved or rejected, the over allstatus of Change Request will be updatedaccordingly.

Information:Status is changed oncesaved to Rejected

Change Manager


I f tiChange Manager


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Once the Request for Change has been rejected, the overall status of the RFC is

updated to status Rejected.

Information:SAVE : Status changeto Rejected

Change Manager


Change Manager


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No further changes can be made to the Request for Change.

Information:Once an RFC has been rejected,no further changes can be madeto the document

Change Manager

6. Change Request Rejected by CAB


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