Change Management - ITSM Fundamentals (Module 6)
What is presented before the Change form loads?
change request screen (interceptor)
What are the states of the Approval stage of the Change lifecycle?
-Assess during peer/manager review -Authorize during CAB approval
What fields on the Change form contain a default value (that you can change while defining the scope of the change)
-Category -Priority -Risk -Impact
Who can be involved in the workflow driving change approvals?
-Change Manager (change manager group information) -Manual Approvers (can only be added by the change manager) -Peer Approval (baseline approval workflow) -CAB (baseline approval workflow) -Other Group
What are the Change Management personas?
-Change Requester/Implementer -Change Approver -CAB Member -Change Manager -Process Owner
What are the Activities in the Creation and Scope stage of the Change lifecycle?
-Create or locate the change request and define its scope -Record the planned schedule for when the change will take place -Describe the relevant, implementation, test, and back out plan details -Perform a risk assessment and evaluate the risk -Check for any scheduling conflicts -Assign the change
What are the stages of the Change Lifecycle
-Creation and Scope -Approval -Implementation -Closure
The planning tab on the change form includes what fields?
-Justification -Implementation plan -Risk and impact analysis -Backout plan -Test plan
What are the activities of the Approval stage of the Change lifecycle?
-Locate approvals -Peer/manager review -Change Advisory Board (CAB)
What are ways that change can be initiated?
-Manual Creation -Incident Management -Problem Management -Request Fulfillment or Service Catalog -Integrations -Release Management -Project Management -Event management
What are the 3 possible Change Types?
-Normal -Standard -Emergency
On the change form, what read-only fields are automatically pre-populated with values?
-Number -Type -Conflict Status
What approvals does a normal change typically include?
-Peer/Manager review -Change Advisory Board (CAB)
What fields are included in the Schedule tab of the change form?
-Planned start/end date -Actual start/end date -CAB required (boolean) -CAB delegate -CAB Date -CAB recommendation
What are the Approval activities that change approvals move through?
-Request Approval -Approval Notification -Locate Approval -View Change Workflow
What are some ways Change management interacts with the other ITIL processes?
-Request standard changes using the service catalog(i.e. upgrade ServiceNow instance) -A recent change causes an outage, causing multiple incident -A change implementer updates the configuration item record(s) after implementing change (i.e. updates server information) -Create a change after identifying a permanent solution to an existing problem
eCAB
emergency change advisory board
What property may be set to calculate risk on insert and update of changes?
glide.ui.risk_calculate_rule property
Additional Benefits of Change Management include:
-Respond to the customer's changing business requirements while maximizing value and reducing incidents, disruption, and re-work -Respond to the business and IT requests for change that will align the services with the business needs -Ensure that changes are recorded and evaluated, and that authorized changes are prioritized, planned, tested, implemented, documented, and reviewed in a controlled manner -Ensure that changes to Configuration Items (CIs) are recorded in the configuration management database (CMDB) -Optimize overall business risk: It is often correct to minimize business risk, but sometimes it is appropriate to knowingly accept a risk because of the potential benefit.
What are the states in the Creation and Scope stage of the Change lifecycle?
-The initial state of a normal change is New
What are the objectives of using formal approvals in change management?
-To ensure that all proposed changes are evaluated for their benefits and risks, and that all impacts are considered. -To ensure the correct individuals or groups are provided with complete and accurate information about a change, so they can make the appropriate decision to approve or reject the change
Normal Change
-governed by all the processes defined in the change management process and require approval on a case-by-case basis -Change advisory board (CAB) approval is required -These are more complex and have more impact than standard changes, but do not need to be implemented as immediately as emergency changes.
What are the tabs on the change form?
-planning -schedule -conflicts -notes -closure information
Standard Change
-pre-authorized changes considered to be low risk -Usually, these changes have a pre-defined template -may have been first implemented as normal changes or standardized through the use of templates -may be automated
Emergency Change
-urgent, high-priority changes to processes, services, or infrastructure -Typically, they are extremely time sensitive and may not require the same planning and approval as a normal change. They stop or prevent loss to the business. -Emergency change advisory board (eCAB) approval is required. Each organization may have a different eCAB procedure.
What are the steps of adding additional CIs to the change?
1) Navigate to the Affected CIs tab and click Add 2) The Add Affected CIs window is displayed on the screen. Use the Configuration Class and/or Go to search fields to narrow down the list of CIs to the ones that you are interested in adding to your change. Note that you can use wildcards in your search. Check the checkbox (to the left of the CI entry (row) to select one or more CIs 3) After choosing your CIs, click Add Selected (top right) to add them to the Affected CIs tab. Alternatively, click Add All to add all CIs (returned in your search)
In which Stage of the Change Lifecycle would changes possibly be pre-approved
Approval
Which Stage of the Change Lifecycle would changes may need to move through a series of reviews and approvals?
Approval
Which activity of the Change approval would approvals be sent to nominated approvers?
Approval Notification
Which activity of the Change approval would approvers be notified via email and can approve or reject via email
Approval Notification
Approval Notification
Approvals are sent to nominated approvers via email
Locate Approval
Approver can access their pending approvals via the My Approvals module within the ServiceNow platform. Alternatively, if configured, they can access these through the service portal.
Once all the known fields have been filled out on a Change form, what are you able to do?
Assign the change to a group and submit for review/approval.
How is Risk Assessed?
Based on Risk Conditions defined in Change > Administration > Risk Conditions
CAB required field
Boolean field that Indicates that the change requires CAB approval before implementation
What UI Action does Risk calculation require the user to click?
Calculate Risk UI Action
Where are Risk Conditions defined?
Change > Administration > Risk Conditions
Where do you navigate for Manual creation (create change)
Change > Create New -select the required change type OR click New at the top of any change list
Where do you navigate to access the Standard Change Template?
Change > Standard Change > Standard Change Catalog (or use the Change Interceptor via Change > Create New) -Browse the Standard Change Template Library (organized by category) -From within the appropriate category, select the desired template from the list -A new standard change is created, and pre-defined field values auto populate into the Standard Change form.
who is responsible to review the conflicts and determine if the change needs to be amended to avoid the conflict(s) or if it can be implemented anyway?
Change owner
Which Stage of the Change Lifecycle would you Complete post implementation review (PIR), if required?
Closure
Which Stage of the Change Lifecycle would you close change?
Closure
Closure stage of the Change Lifecycle
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.
What field on the change form is read-only and populated when conflict detection runs?
Conflict last run
Creation and Scope stage of the Change Lifecycle
Create the change request and document all relevant details. Alternatively, locate one that was assigned to you/your group
Change Requester/Implementer
Creates and Implements changes
Which Stage of the Change Lifecycle would you Create new or locate existing change request?
Creation and Scope
Which Stage of the Change Lifecycle would you Define scope, schedule and classify change details?
Creation and Scope
Which Stage of the Change Lifecycle would you If required, create manual change tasks?
Creation and Scope
Which Stage of the Change Lifecycle would you Assign to a group/individual?
Creation and scope
Test plan field
Enter details of planned and completed tests before implementation that indicate the potential success of this change. Enter details of planned post-implementation tasks to confirm the success of this change.
Risk and impact analysis field
Enter potential risks and impact associated with this change. Include impact details if this change implementation is unsuccessful
Backout plan field
Enter steps to revert this change to its state before implementation. Include information regarding when the change can be backed out during implementation and if the change window includes time to back out
Justification field
Enter the benefits of implementing this change and impact if this change is not implemented
Planned start/end date fields
Enter the estimated date/time the implementation will begin/be completed.
Implementation plan field
Enter the sequential steps to implement this change. Also, enter dependencies between steps and assignee details for each step.
True/False: Placing a change request on hold during the approval stage of the change lifecycle will not cancel any pending approvals
False
True/False: The CI identified at the top of the form is not added to the list of affected CIs by default, located in a related list at the bottom of the Change Form.
False
True/False: There is nothing on the change form that indicates the current state of the change
False
True/False: You are not able to manually run conflict check
False (there is a Check Conflict button on the top right)
Where can IT users create a new change request directly?
From the Change application Change > Create New OR clicking New button at the top of any change list
Approval stage of the Change Lifecycle
If necessary, the change is reviewed and can be approved or rejected
Which Stage of the Change Lifecycle would Change task(s) possibly be created automatically
Implementation
Which Stage of the Change Lifecycle would you complete assigned tasks?
Implementation
Which activity of the Change approval would you Navigate to Service Desk > My Approvals
Locate Approval
Which activity of the Change approval would you click the Requested link to open approval?
Locate Approval
Change Manager
Manages the day-to-day process activities
What type of change do you click on the interceptor (change request screen) for a normal change request?
Normal link
Change Management - Risk Assessment
On submit, Risk Calculation is now automatically run, for Risk Conditions and Risk Survey. This plugin adds an additional factor when calculating risk. Risk assessment surveys may be defined on type of change or other condition. Then, users may click Risk Assessment and complete the survey questions. Responses are scored and the overall score is matched against thresholds to calculate risk.
Request Approval
On the Change form title bar, click the Request Approval button. The state moves to Assess to indicate the change is waiting for approval
Implementation stage of the Change Lifecycle
One or more change tasks may be created to guide through the implementation
Process Owner
Owns and maintains the change management process
Actual start/end date fields
Populates automatically, based on when the change state is updated to Implement (start) and then Review (end)
PIR
Post Implementation Review
What is on the change form that indicates current state of change?
Process flow formatter
What do you need to select from the context menu in order to automatically populate the Impacted Services/CIs tab?
Refresh Impacted Services *click Add to manually select impacted services/CIs
What button do you click (on the title bar) to start the Approval stage of the Change lifecycle (will allow you to obtain approval from peers and the CAB)
Request Approval
Which activity of the Change approval would the state progress to Assess?
Request Approval
Which activity of the Change approval would you click the Request Approval button?
Request Approval
Change Approver
Reviews full content of change and approves/rejects changes
Risk Conditions
Run the automated risk and impact calculation that incorporates the risk Assessment, schedule, and CI
CAB Member
Signs off on changes related to their business/technical area
What do you click to propose a new template, modify an existing template, or retire a template?
Template Management Category
What is located under the Conflicts tab of the change form?
The Check Conflicts engine - it automatically compares the planned dates and CI against existing changes to identify conflicts. The result are displayed in the Conflicts related list to help ensure that the change is: -Not executing during a blackout period -Executing during an approved maintenance window for the associated CI -Not running in a period that conflicts with other changes for related CIs -Conflicts with changes to parent and child CIs -Conflicts for all affected CIs
CAB delegate field
The person who will attend the CAB meeting on behalf of the change requester.
View Change Workflow
The sequence of approvals is determined by the (Normal Change) workflow. Navigate to Related Links > Show Workflow (within the Change record) to view the approval sequence.
True/False: During the Creation and Scope stage of the change lifecycle, you will first create a new change request or locate one that was generated through another application. All new, unassigned changes are identified by a state of New.
True
True/False: The Refresh Impacted Services UI Action is available on all tables extending Task [task] and enhanced capability can be disabled
True
True/False: The change type determines the details of the process, including specific fields, approvals or pre-approvals, and which tasks, if any, are created.
True
True/False: The change type determines the workflow and approvals that are associated with the change request.
True
True/False: The list of affected CIs does not appear until the record has been saved at least once.
True
True/False: The risk is set to the highest risk value based upon matching conditions.
True
True/False: Upon adding additional affected CIs, refresh the Impacted Services/CIs using the form context menu icon.
True
True/False: Users can also see a calendar view of conflicts by clicking the Conflict Calendar button.
True
True/False: With Change Management - Risk Assessment, when submitting an assessment, the risk is automatically calculated based on both the risk assessment survey and the risk conditions.
True
Which activity of the Change approval would a sequence of approvals be determined by the workflow?
View Change Workflow
Which activity of the Change approval would you Navigate to Related Links > Show Workflow to view?
View Change Workflow
Change Management
You can ensure changes are made in a planned and controlled manner, reduce the number of emergency changes, reduce the number of incidents caused by changes, and reduce the time to process standard, repeatable changes
What are Impacted Services/CI's
any application service impacted by a configuration item listed in the Affected CIs related list. ServiceNow looks at all the CIs in the Affected CIs tab and their relationships in theCMDB to render this list.
What should you update with justification if you are progressing without addressing the conflict because the change approvers will also see these conflicts?
work notes
