Change Management

change tdx itsm

TDX Change Management

Change is a ticket classification and is managed within the ticketing application: Wilks ITSM.

WB ITSM has 6 ticket classifications:

Incident
Major Incident
Problem (inactive)
Change
Release (inactive)
Service Request

Change Types:

Change type is determined by the form selected when creating the change ticket. The form selected initiates a specific workflow and may add task template to the ticket.

Normal Change

Most typical type of change
Planned in advance, reviewed in CAB
Scheduled to take place during standard maintenance windows

E-Change

Change scheduled outside the standard maintenance windows
Often in response to an incident or alert
Occasionally in response to an urgent request from a customer
Very rarely due to lack of sufficient notice/timing

Tasks

Similar to child-tickets in other applications
- Allows sub-components of work to be assigned and tracked while allowing the ticket to remain assigned to the responsible technician
- Appear within the ticket in the Current Activities section, alongside workflow steps
- Task templates are groups of pre-configured tasks that can be applied to tickets at any time, may be applied by default to certain forms, or applied by workflows
If a task is added to a change ticket and it i s determined to be unnecessary, delete the task

Creating Change Request

TDNext
- Wilks ITSM
  - + New
    - Normal Change
    - E-Change

Normal Change Form (fields)

Requestor	People picker, who is requesting / requiring / suggesting the change
Acct/Dept	mandatory, defaulted applied: Information Technology
Title	short description to explain the nature of the ticket
Scheduled – Start	date/time the change is proposed to start
Scheduled – Finish	date/time the change is estimated to finish
Change Reviewer	people picker, peer review of the change prior to submission
Responsible	people picker, the primary implementer of the change option to notify the Responsible person upon ticket submission
Description	full details of a ticket, including any appropriate circumstances or supplementary information that may aid in reviewing, approving, and implementing the change
Implementation Plan	step by step list of the actions planned to implement the change, with responsible party listed
Backout Plan	step by step list of actions required to backout a change implementation, with responsible party listed
Risks	list of risks of implementing the change, as well as any risks to NOT implementing the change
Task Template	group of pre-configured tasks, default applied: Normal Change Tasks Knowledge Base / Team Documentation - Update Change Communication Monitoring Services – Update
Tags	comma-separated list of tags associated with the ticket – for report and search
CAB Review Date	set by Change Management – the date the change was reviewed for approval by Change Advisory Board
Attachment	Add attachments to the ticket

E-Change Form (fields)

Requestor	People picker, who is requesting / requiring /suggesting the change
Acct/Dept	mandatory, defaulted applied: Information Technology
Title	short description to explain the nature of the ticket
Scheduled – Start	date/time the change is proposed to start
Scheduled – Finish	date/time the change is estimated to finish
Responsible	people picker, the primary implementer of the change - option to notify the Responsible person upon ticket submission
Description	full details of a ticket, including any appropriate circumstances or supplementary information that may aid in reviewing, approving, and implementing the change
E-Change Justification	Reasoning / justification for the E-Change not being submitted as a Normal Change
Implementation Plan	step by step list of the actions planned to implement the change, with responsible party listed
Backout Plan	step by step list of actions required to backout a change implementation, with responsible party listed
Risks	list of risks of implementing the change, as well as any risks to NOT implementing the change
Tags	comma-separated list of tags associated with the ticket – for report and search
Attachment	Add attachments to the ticket

Change Workflow

Stages

Planning and Documentation
Pre-CAB Review and Approval
CAB Review
Implementation
Post Implementation Review and Disposition

Note: stages and steps are not necessarily linear. Multiple paths may be traversed simultaneously, and regression to earlier stages and steps is possible.

Change Ticket Status

It should not be necessary to manually update the status of a change ticket. Both workflows will close the change ticket after post-implementation CAB review and disposition.

Selecting Cancel Change (or similar) will cancel the ticket.

Updating Change Tickets

Updating workflow steps:

Wilks ITSM
- Changes
  - <Select the ID #> (Opens the ticket)
    - On the right of the ticket:
      - Requestor
      - Workflow (a rough representation of the workflow stage)
      - Current Activities
        
        Pending Approvals
        
        Pending Choices
        
        Tasks
  - You can also access Change Reports
    - Change Status (shows the current workflow step)
    - Closed Changes (to review closed/completed changes, which do not show by default)

Updating the change ticket itself:

From within the change ticket, select the 'Actions' drop down at the top, and then 'Update'
- Change form fields by updating them and then selecting Save
Chang responsible party by selecting 'Actions' and then 'Reassign Change'

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