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