📄️ Overview
Once the root cause of the problem is found, and a change is required as a solution, the change management module comes into picture.
📄️ Use Case
Stark Industries want to set a process for handling the change requests. They want to record and fulfill these changes on time. ServiceOps Change Management helps them to achieve this requirement by capturing the details and acting accordingly. It records the change requests in the portal using the below steps:
📄️ Change List View
The Change List View page displays all the available changes in the system. It is the central hub for a technician, where you can find a change, and act upon it.
📄️ Creating a Change
To create a change,
📄️ Change Details Page
To view the Change Details page, click on the subject of the change or View Details page icon as shown below:
📄️ Updating a Change
When you are working on a ticket, you can update its basic details, parameters, other info, and various activities/actions associated with it. There are many approaches to update the changes:
📄️ Assigning and Claiming a Change
When a change is created, the default status is Unassigned. The change requests need to be assigned to an agent before one starts working on it. You can assign a change using two approaches:
📄️ Archiving and Deleting a Change
Archiving Change from List Page
📄️ Closing a Change
You can close a change from the details page by clicking on the Close Change button. A confirmation message appears. Click Yes to continue or No to discard the action.
📄️ Change Workflow
Workflow Introduction
📄️ Planning a Change
In the Planning stage, you store the high level details about the change. For example: In an IT organization, the change schedule and rollout plan can have different dates. Also, one should be aware about the plans and impact before initiating the change.
📄️ Collaboration
In the Collaboration tab, you can make notes, and collaborate for the change. The tab is at the bottom of the details view of a change.
📄️ Tasks
The tasks are the activities required to resolve the change. Creating tasks is not mandatory but a convenient feature to effectively work on a change. You can add tasks, assign technicians, and set due date for it.
📄️ Adding Relations
Sometimes a change is very complex and you may want to divide it into simpler requests, problems, change, release, asset, knowledge, and project categories. Also, you may find other similar changes and it’s a good idea to associate all these.
📄️ SLA
The SLA tab displays the history details of the all the SLAs and UCs applied to the tickets. It displays details like name, type, target, status, updated by, elapsed time, due in, SLA percentage, overdue, start time, last pause time, stop time, pause duration, breached duration, technician group, Operational Hours Type, and Update Count.
📄️ Adding Work Log
The Work Log tab allows the analysts to record the activities they performed (along with the time frame).
📄️ Audit Trail
Audit Trail displays all the actions that you and other technicians have performed. This tab is common at all places in the system. When you are on the details page of any change ticket, it displays the concerned activity logs only. Also, you can download the entries in PDF, Excel, and CSV formats. Further, you can password-protect the PDF and Excel files.
📄️ Notifications
You can send custom email messages to single and a group of people (stakeholders). This helps them to understand the progress and blockers in the resolution process. The Notifications tab displays a list of sent emails (1) and allows you to send new emails using the Send Email button (2) as shown below.
📄️ Asking for Approval
An approval process makes sure that there are no unauthorized actions. You can ask for an approval only if a technician is assigned to the change. For some, the approvals can be mandatory to process a change. This is where the Change Advisory Board (CAB) comes into picture. The CAB members analyze the change plan and provide approval to implement the change request.