📄️ Overview
The Change management group has the options that are specific to customize the change module. It has the following features:
📄️ Change Form
The layout of the change management has all the fields required to manage the changes of an organization. However, to meet the organization’s needs, you can modify the default template and add new fields. The fields can later be used in the automation settings also.
📄️ Change Status
Change Status determines the progress of the Change tickets at each stage. Using these you can know how much work is done or pending on the ticket and accordingly actions can be taken. The system provides some default status values that are ready for use.
📄️ Change Custom Rules
The custom rules help you to enforce the organization’s compliance while processing a change. Using these rules you can ensure that any change in the change attributes is supported by proper comments or notes. For example, a change should not move to the closed state if there is no technician assigned to the change. Similarly, you can use custom rules to enforce the approval workflows and closing tasks to close a change.
📄️ Change Form Rule
The change form rules enable you to make fields (system and custom) mandatory/non-mandatory, show/hide, enable/disable, set/clear value, or show/hide options based on the certain conditions in the change form. These rules are applicable at the time of change creation, edit, or both. This helps you to fetch the required details from the user.
📄️ Change Type
Change Type determines the kind of change that is requested. It is another set of classification that helps technician filter the changes.
📄️ Change Category
Categories enable you to bring the similar changes under a single group. This helps the technicians in filtering out the required changes easily and quickly from a huge list. The system provides the below categories by default:
📄️ Change Templates
Templates are ready made forms which can be used while filling up the change form. The user only needs to select them and the form will get automatically filled. These are convenient when a change is of standard or recurring type. The advantages of using a template are:
📄️ Change Risk
Change Risk shows the risk factor involved which would affect the change adversely. There are pre-defined levels of risk mentioned in the system by default which cannot be removed.
📄️ Change Reason
Change can be defined based on a specific reason which leads for the improvement in existing instances. This development or improvement can be called as a Reason for the Change.
📄️ Change Model
A Transition Model is a concept that describes how a Change Request transits from one state to another in ServiceOps.
📄️ Target Environment
There are various environments in an organization. In standard practices, a change is first made in the development environment, then test environment and then production environment. You can manage the list of environments. In a change request, the target environment field is a dropdown and uses this list only.