ITSM - module 5

Creating change requests: Incident Management

-UI Actions are defined to Create Normal Change, Create Emergency Change and Create Standard Change. To use these UI Actions, incidents must be active and not already be associated with a change request. The UI Actions copy a number of fields from the incident record to the newly‐created change request and update the change request field on the incident to note the relationship between the incident and change. The Related Records section of the Incident form also includes a field called Caused by Change to allow users to identify incidents caused by changes.

Change model: all

1. Any active change model the logged in user has access to 2. The change model must be set to available in create new = true

What can the role do: - Change - itil

1. Create change record 2. Read Change Record 3. Update Change record 4. Copy Change record 5.Advance change record state 6. Fill out risk assessment 7. Read CAB definition 8. Propose standard change template; read standard change proposals

What can the role do: - Change - itil_admin

1. Create change record 2. Read Change Record 3. Update Change record 4. Delete Change record 5. Copy Change record 6.Advance change record state 7. Fill out risk assessment 8. manage risk assessments and conditions 9. Read CAB definition 10. Propose standard change template; read standard change proposals

What can the role do: - Change - sn_change_write

1. Create change record 2. Read change record 3. Approve a Change request

What is the change process lifecycle?

1. Creation and scope 2. Approval 3. Implementation 4. Closure

Different ways to create a new change request

1. Manual creation 2. Incident Management 3. Problem Management 4. Configuration Management 5. Service catalog 6. event management 7. release management 8. Maintenance schedules

What are the predefined change models?

1. Normal 2. Emergency 3. Standard (pre-approved) 4. Change Registration 5. Cloud infrastructure 6. Unauthorized change

What are the different tabs on the change landing page?

1. Pinned 2. Models 3. Preapproved 4. All

Change request form: Schedule tab has what fields?

1. Planned start and planned end date 2. Actual start date and Actual end date 3. Unauthorized 4. CAB required 5. CAB date 6. CAB delegate 7. CAB Recommendation

what can the role do: - Change - sn_change_cab.cab_manager

1. Read Change Record 2. Create and update CAB definition 3. Read CAB definition 4. Facilitate and refresh CAB meeting

what can the role do: - Change - approver

1. Read change record 2. Approve change request

what can the role do: - Change - change_manager

1. Read change record 2. Create standard change proposal 3. Create or edit a change approval policy , policy input, or decision record 4. Create or edit a change model, state model, or state model transition

An individual change model will have the following defined....

1. State models 2. State transitions 3. State transition conditions

Change model: Pinned

1. Users have the ability to "pin" change request models. 2. The pinned tab is unique to the logged in user

By default the BLANK policy input of type BLANK is available for all change types. This policy input provides access to the change request table and to any table change request references

1. change_request 2. Reference

for a normal change policy, an extra BLANK policy input of type Blank is available

1. manager_approved 2. True/False

What can the role do: - Change - approver_user

1. read change record 2. Approve a change record

Change request form: Schedule tab - Actual Start date and Actual End date

Actual start date and Actual end date are set by functions in the Change Request State Model script includes. When the state changes to Implement, the Actual start date is set to the current date/time. When the state changes to Review, the Actual end date is populated.

What can the role do: - Change - admin

All aspects

Change model: preapproved

Approved standard changes where available in "create new" = True

States used in Cloud Infrastructure

Authorize, Closed

What plugin automatically activates approver_user

Business stakeholder plugin (com.snc_business_stakeholder)

Change request form: Schedule tab - CAB date

CAB date is set when the change is added to a CAB meeting agenda.

Change request form: Schedule tab - CAB Delegate

CAB delegate indicates the user who will represent the change in an upcoming CAB meeting. This user is included in the notification about the upcoming CAB meeti

Change request form: Schedule tab - CAB recommendation

CAB recommendation is informational only. No business logic is driven from the field value and no business logic sets a field value.

Change request form: Schedule tab - CAB required

CAB required does not drive application logic. Instead, the determination as to whether a CAB is required is based on conditions set for each CAB definition

Where can you find Risk conditions?

Change -> Administration -> Risk conditions

what plugin provides a flexible way to capture information from the end-user to calculate the risk of the associated change request?

Change Management - Risk Assessment (com.snc.change.risk_assessment)

What table stores changes requests records?

Change Request [change_request]

Cloud Infrastructure change model

Change model used for Change requests that commission and decommission cloud infrastructure services

Emergency Change model

Change model used for ITIL Mode 1 Emergency changes

Standard (preapproved) change model

Change model used for ITIL mode 1 Standard Changes

Normal Change model

Change model used for ITIL mode 1 normal changes

Unauthorized change

Change model used for change requests that are created from the unauthorized change events

Change Registration change model

Change model used to capture change requests in an external system. There are no approvals associated with this model

Change model: models

Change models that are set to Available in "create new" = true

Creating change requests: manual creation

Changes may be created from the change application

Stage: Closure

Complete the PIR, if required. The change may close automatically, following completion of the final change task or PIR process. Alternatively, you may need to manually close the change record - Complete post-implementation review PIR, if required - Close change

What does conflict detection do?

Conflict detection identifies potential scheduling conflicts for a change request based on the configuration items (CIs), planned start date, and the planned end date in scope for the change. If a scheduling conflict exists, conflict detection also checks any related blackout or maintenance schedules and other active change requests to determine the scheduling conflict.

Stage: Creation and Scope

Create the change request and document all relevant details. Alternatively, locate one that was assigned to you/your group - create new or locate existing change request - define scope, schedule, and classify change details - if required, create manual change tasks - assign to a group/individual

State Transition

Define which states a record can move to from the given state

True or false, CAB-related fields are not hidden from the form view through a UI policy when viewing a standard change

False, CAB-related fields ARE hidden

True or false, transition conditions replace UI policies or UI actions?

False, transition conditions do NOT replace UI policies and UI actions

What is Change Management

Formal process that governs a change to the environment with minimal to no disruptions to new or existing services. This includes the planning and approval activities of any change

What plugin activates sn_change_read and sn_change_write?

ITSM roles - change Management (com.snc.itsm.roles.change_management)

Stage: Approval

If Necessary, the change is reviewed and can be approved or rejected - changes may be preapproved -Changes may need to move through a series of reviews and approvals

Change request form: planning tab

Information provided in this section is to aid reviewers and implementers. No process logic is driven off of values in these fields

States used in Normal Change model

New, Assess, authorize, scheduled, implement, review, closed, canceled

States used in Emergency Change Model

New, Authorize, scheduled, implement, review, closed, canceled

States used in Standard change model

New, Scheduled, implement, review, closed, canceled S

Stage: Implementation

One or more change tasks may be created to guide through the implementation - Change task may be create automatically -Complete assigned tasks

Change request form: Schedule tab - planned start and planned end date

Planned start date and Planned end date are used in conflict detection and risk assessment (risk conditions set the risk to 'Very High' if the lead time is < 3 days). Planned start date must be before Planned end date.

What business rule automatically populates the assignment group field based on the change group available for the respective configuration item (CI)

Populate Assignment group based on CI/SO Business rule

The change request process flow is displayed in the BLANK at the top of the change request form

Process Flow Formatter

Change Flow: Change - normal - assess

Process a normal change that is in the assess state and is not on hold 1. Creates the required technical approvals as determined by the approval policy (Normal Change Policy). 2. Waits for the required approvals OR validates that approvals are not needed by calling the approval policy.a) If the change is rejected, an e-mail notification is sent. 3. Evaluates the Change Model to determine if all transition conditions have been met. 4. If yes, moves the change request record to Authorize

Change Flow: Change - Normal - Authorize

Process a normal change that is in the authorize state and is not on hold 1. Checks for the assignment group manager approval. 2. Creates the required risk approvals as determined by the approval policy (Normal Change Policy). 3. Waits for the required approvals OR validates that approvals are not needed.a) If the change is rejected, an e-mail notification is sent. 4. Evaluates the Change Model to determine if all transition conditions have been met. 5. If yes, moves the change request record to Scheduled.

Change Flow: Change - Normal - Implement

Process a normal change that is in the implement state 1. Calls the Change - Implementation tasks subflow and creates two tasks. 2. Evaluates the Change Model to determine if all transition conditions have been met. 3. If yes, moves the change request to the state of Review. 4. If any tasks remain in an active state, they are moved to the state of Canceled

Change Flow: Change - Standard

Process a standard (preapproved) change.

Change Flow: Change - Standard - Implement

Process a standard change that is in the implement state

Change Flow: Change - Emergency - Review

Process an emergency change in the review state

Change Flow: Change - Emergency - Authorize

Process an emergency change that is in authorize state and is not on hold

Creating change requests: Configuration Management

Proposed Changes may be associated with each Affected CI for a change. Once the change is implemented, the proposed change is applied to the CI.

What can the role do: - Change - sn_change_read

Read Change record

What can the role do: - Change - user {requester)

Read change record

Change Task [change_task] is a BLANK on the change request form

Related List

States used in Change registration model

Review, Closed, Canceled

Risk is assessed base don the BLANK

Risk Conditions

Risk conditions may set the what fields

Risk and Impact fields

Creating change requests: Service Catalog

Standard changes may be request through the standard change catalog

Change request extends from what table?

Task [task]

Change Task [change_task] extends from BLANK

Task {task] but is related to change.

Change request form: Conflicts tab

The Check Conflicts UI action runs the Conflict Detection logic manually and populates the results in the embedded list view.

True or false, a release can be made of a single change or a group of changes?

True

True or false, no role or user has the ability to update the change type on an existing record, or the ability to delete a standard change proposal

True

True or false, the assignment group can be overridden manually by a user

True

true or false, approvers can use ServiceNow Agent to approve requests and implementers can manage change request tasks from a mobile device

True. They can also access the change the tasks assigned to them or their group. They can add comments or work notes. They can reassign the cahnge tasks and receive push notifications for change tasks assigned or commented on

Creating change requests: Problem Management

UI Actions are defined to Create Normal Change and Create Emergency Change. To use these UI Actions, problems must be active and not already be associated with a change request. The UI Actions copy a number of fields from the problem record to the newly‐created change request and update the Change request field on the problem to note the relationship between the problem and change

Use the BLANK page to enable or disable the unauthorized change capability, and to configure the criteria for additional unauthorized change properties

Unauthorized change properties

Change request form: Schedule tab - Unauthorized

Unauthorized may be automatically set by ServiceNow when unplanned activity is detected or it can be manually set. This is typically used for Emergency, retroactive cha

What is Release Management

Under the authority of Change management, it builds, tests, and releases (Executes) changes to new or existing services in the environment.

Approval definitions define....

a set of criteria that are evaluated automatically before the policy is marked as approved.

What is multimodal change?

allows change managers to tailor change activities and flows for specific use cases in an easy and convenient way. This feature is an extension to the existing IT Infrastructure Library (ITIL) OOB Change types and workflows. You can use it to transit to fit-for-purpose models and Flow Designer without compromising on existing capabilities.

The Change Management -Risk Assessment plugin adds

an additional factor to use when calculating risk. Risk assessment surveys may be defined based on the type of change or any other conditions. On the Change Request form, users may click Risk Assessment and complete the survey questions. Responses are scored and the overall score is matched against thresholds to calculate risk.

upon submitting a risk assessment, the risk is automatically calculated based on

both the risk assessment survey and risk conditions

To configure which CI field populates the assignment group field, customers must create new properties named what?

com.snc.change_request.ci_assignment_group.field_name, or com.snc.change_request.service_offering_assignment_group.field_name property for the service offering field.

A change approval policy is a...

course of action that can be applied to a change request and defined the approvals that should be applied to a change request

Use the Risk Assessment Designer to

create and edit metric types, use different metric types for different risks, select multiple respondents for a risk assessment, as well as a change scoring parameters. The question bank offers a library of questions for various categories, so you do not have to build each questionnaire from scratch

The scheduling assistant aims tpo

help change initiators remove conflicts on their change request by suggesting an alternative target deployment window. When the scheduling assistant is not able to locate a target deployment window, it will provide an actionable message indicating the reason a target window could not be provided and what action to ta

To define any state transition requirements you must go through

model state transition condition

Change Flow: Change - Emergency - Implement

process an emergency change that is in the implement state

States used in Unauthorized change model

review, Closed

When the calculate risk UI action is triggered....

risk conditions are evaluated in order, and the highest risk value is returned. The system displays a message indicating which risk conditions led to the final value

True or false, the admin user has the access and ability to open a change approval task assigned to another user and approve the task, although that should be done in a very limited instance?

true

true or false, an approval policy can contain multiple decisions allowing a single policy to handle every approval required for a change type

true

true or false, before change - > create new module creates a new record in the change request table, the change landing page is presented and prompts the user to select the change model the change request should follow

true

true or false, each model state transition may have associated conditions to define when the transition can be made

true. For example, an approval may be required or a specific field may need to be populated

Policy inputs are.....

variable sources that you can use while evaluating a decision to determine the approval action. You can create multiple policy inputs to evaluate the decisions created

The approval definitions determine....

• If the approval is user or group based. • If the approver source is an approval definition (specific assignment group is selected) or change request (dynamic set through the change request) • If a response to the approval is required. • If there are any Wait for conditions, which means how many users from the group must approve; first response, all responses, or a percentage of users.

The scheduling assistant will provide actionable feedback when...

• There are no common windows found between related maintenance schedules • Blackout windows overlap with available maintenance windows • The duration of the change request exceeds the available maintenance window time