Change Management Demo for IT 11/06/2013 Change Management, IT Meeting 11/06/2013 2

Outlook The Change Management Process establishes standard methods & procedures for efficient/prompt handling of changes controlling infrastructures Demo topics 1 st Block Presentation of the 4 changes types implemented in the system Access to the Change Management application in ServiceNow Involved actors 2 nd Block Fulfillment of each change type Workflow description Tickets access and control 11/06/2013 Change Management, IT Meeting3

Documentation Change Management User Guide: 11/06/2013 Change Management, IT Meeting4

1 st Block 4 changes types implemented in the system Access to the Change Management application in ServiceNow Involved actors 11/06/2013 Change Management, IT Meeting5

4 types of changes 11/06/2013 Change Management, IT Meeting6 Workflow 1.Significant: Full workflow 2.Minor: Reduced workflow 3.Urgent: Reduced workflow 4.Standard: Reduced workflow based on templates

Getting Started: Navigation Panel 1 Module accessible from the tool for any ITIL person (for any supporter) Change modules including: Access to a new change Changes assigned to me (changes for which I am the coordinator) Changes assigned to my support group(s) List of all active changes recorded in the system Task actions including (to see in next slides): List of tasks assigned to me List of tasks assigned to my support group(s) Change Management, IT Meeting 11/06/2013

Getting Started: Change Workflow 8 1.New: Automatic status at change creation time: Fulfillment of the change form 2.Admission: After the submission, the change request is sent to the FE manager for its study (Significant Change). 3.Evaluation: Performed by the FE manager when the change request has been accepted. In this case the declaration of a change coordinator is mandatory (Significant Change). 4.Approval: The change request control is on the coordinator’ hands. If needed, further approvals can be requested at this step For Significant changes the coordinator approval is always requested in default For Minor changes the FE managers approval is requested For Urgent changes the coordinator approval is requested 5.Plan&Build: Development of the change plan. (Significant Change) 6.Test: Testing phase of the applied change (Significant Change) 7.Deployment: Deployment of the change 8.Review: Review of the change (and closing decision) 9.Closed: Final (automatic) state Change Management, IT Meeting8 11/06/2013 Completion of these steps will depend on the change type

Getting started: The actors The following persons will have a role in this process: (M) Submitter  Any supporter (ITIL role) (M) FE Manager group  Responsible of the change admission (M) Coordinator  Manager of the whole change defined by the FE manager Approver(s)  Any person declared by the coordinator for specific approvals Task responsible(s)  Any person declared by the coordinator to execute specific jobs (tasks) (M)  MANDATORY 11/06/2013 Change Management, IT Meeting9

2 nd Block Fulfillment of each change type Workflow description Tickets access and control 11/06/2013 Change Management, IT Meeting10

Change type = Significant Characteristics of a significant change Default change type It satisfies the whole workflow Remarks: Any supporter can submit a change “proposal” for any FE in the catalogue This is true for significant, minor and urgent changes Approval or rejection responsibility will depend on different bodies depending on the change type The control of the change requested is transferred to the FE managers in a significant change once the form is submitted Life demo  Creating a new significant change Workflow steps completed in the demo: “New”  “Admission”  Evaluation Involved actors: Submitter, FE manager, Coordinator, (task executor if any) 11/06/2013 Change Management, IT Meeting11

Admission Phase: Change submitted The change is now FE manager’ responsibility Admission states Requested: Default status Accepted: Change is accepted by the FE manager Not accepted: Change is rejected. Final state 2.If the change is accepted, then the declaration of a coordinator becomes mandatory If needed, the FE manager can change the assigned FE. Once the ticket is saved with the new FE, the control passes to the new FE managers group Once the change is approved by the FE manager, the control of the ticket passes to the coordinator Procedures described at each step 3 3

Evaluation phase: Declaring tasks and approvers The change is now coordinator’ responsibility Coordinator’ name can be changed 2.“Assigned to” field contains the current coordinator 3.The coordinator can declare tasks assigned to other persons 4.Coordinator is allowed to declare further approvers that will have to accept or reject the current change 5.Once the approvers have been defined (a not mandatory action), the coordinator can request such approvals clicking on: “Go to approval” 5 3

Declaring Change Tasks Reminder: Coordinator’ responsibility From now on (Evaluation phase) tasks can be requested by the change coordinator Not mandatory Tasks Assigned to other persons (not necessary ITIL members) This action can assist the coordinator while completing the evaluation phase based on the results of these tasks Fulfillment of these tasks does not prevent the continuation of the change workflow if decided by the coordinator 11/06/2013 Change Management, IT Meeting14

Completing the Change Task Declaration of the assignment group handling the task (editable) 2.Person who will complete the task (editable) 3.Short description of the task (editable) 4.Task description 5.Internal work notes visible for the support group members only Task person responsibility

Acknowledging/working on the task Access to the list of tasks assigned to the log-in person 2.List of all tasks assigned to me and status (columns can be personalized) 3.Communication field with the coordinator 4.Task states (changed on a manual base) Open: Initial state Work in Progress: Task acknowledge (starting the work) Closed complete: Available only when the previous state (work in progress) has been selected and saved Reminder: Task person responsibility

Approvals handling Coordinator might require further approvals (technical, financial, functional approvals) before proceeding with the change Approvals can be requested by the coordinator during the evaluation phase Approval mechanism A single rejection closes the change (final state) All approvers need to agree with the change before the coordinator can proceed with the change The change is blocked until all approvers take a decision Coordinator is added automatically to the list of approvers Once the list of approvers is completed, the coordinator needs to require the approvals clicking on the action: “Go to Approval” Reminder: Coordinator’ responsibility 11/06/

Life demo  Declaring approvers Workflow steps completed in the demo: “Approval” Involved actors: Coordinator and approvers 11/06/2013 Change Management, IT Meeting18

Types of Approvals The coordinator can declare different types of approvals: financial, confidentiality, functional (default), technical List of all approvers available for the coordinator from the change form 2.Clicking on the approval state, the coordinator will be directed to the approval form. The type of approval can be edited. The available values are: “Financial”, “Confidentiality”, “Functional (default)”, “Technical” 3.Comments can be added and will be received by the approver Coordinator’ responsibility

Approver View: Finding the approvals 1. List of approvals reachable from the navigation menu Approval details reachable while clicking on the state column The list of approval can be personalized as any other list available in the system Approver responsibility 11/06/2013 Change Management, IT Meeting20

Approver View: Approval form Reminder: Approver responsibility Comments can be added for the coordinator 2.Approver decisions: “Approve” or “Reject” WARNING: If rejected, comments become mandatory 11/06/2013 Change Management, IT Meeting21

Life demo  Finishing the workflow Workflow steps completed in the demo: “Plan & Build”  “Test --> “Deployment”  “Review and Close” Involved actors: Coordinator 11/06/2013 Change Management, IT Meeting22

Next step: Plans and build During the Plan&Build phase some of the dates fields become mandatory Planned start date Planned end date Coordinator’ responsibility 1 1.Fields available in the change form. The change cannot be saved at this point without introducing planned dates identifying the start and the end of the planning phase 11/06/2013 Change Management, IT Meeting23

Next step: Test Phase corresponding to the change testing Declaration of tasks for testing purposes can be necessary at this level (not mandatory though) If needed coordinator can roll back to the stage: Plan&Build Coordinator’ responsibility 11/06/2013 Change Management, IT Meeting24

Next step: Deployment Coordinator’ responsibility Phase corresponding to the change deployment If needed coordinator can roll back to the stage: Plan&Build (rolling back to TEST is not allowed) Deployment start date becomes mandatory 1 1.Declaration of the Deployment start date is mandatory at this level 11/06/2013 Change Management, IT Meeting25

Next steps: Review and Closed Final Review of the change Available states now: Reviewed: Final state (change successfully completed) State = Closed Automatic Close code = Complete Rollback: Final state (change has failed) State = Closed Automatic Close code = Failed Deployment end date becomes mandatory independently of the state chosen by the coordinator Only when the deployment end date is provided the change can be closed Coordinator’ responsibility 11/06/2013 Change Management, IT Meeting26

Change type = Minor Characteristics Reduced workflow Change coordinator = Requestor Workflow goes directly to the Approval stage once the form is submitted Skipping Admission and Evaluation stages Approvers = FE managers in default Coordinator approval is no longer needed 11/06/2013 Change Management, IT Meeting27

Minor Change Workflow Change creation time: New 2.Once the minor change is submitted the workflow directly jumps to Approval 3.FE Managers approvals mandatory Coordinator and the requestor are (in default) the same person One FE manager approval is enough (in case of multiple FE managers) Once approved the change passed directly to Deployment 4.From Deployment stage the Minor and Significant changes workflows are identical 11/06/2013 Change Management, IT Meeting28 Life demo  Minor change workflow Workflow steps completed in the demo: ALL Involved actors: ALL

Minor Change form In default and automatically the requestor becomes the change coordinator also 2.The change type cannot be modified 3.The list of approvers is populated with the FE managers of the FE chosen at change creation time

Change type: Urgent 11/06/2013 Change Management, IT Meeting30

Creating an Urgent Change Characteristics Reduced workflow Change Coordinator = Requestor Workflow goes directly to the Approval stage once the form is submitted Skipping Admission and Evaluation stages Approvers = Coordinator 11/06/2013 Change Management, IT Meeting31

Urgent Change form In default and automatically the requestor becomes the change coordinator also 2.The change type cannot be modified 3.The list of approvers is populated with the coordinate name only 11/06/2013 Change Management, IT Meeting32

Urgent Change Workflow Change creation time: New 2.Once the Urgent change is submitted the workflow directly jumps to Approval 3.Coordinator approval is mandatory Coordinator and the requestor are (in default) the same person Once approved the change passed directly to Deployment 4.From Deployment stage the Urgent and Significant changes workflows are identical 11/06/2013 Change Management, IT Meeting33

Change type: Standard 11/06/2013 Change Management, IT Meeting34

Creating an Standard Change Characteristics Reduced workflow based on templates It is the Requestor responsibility to chose this type of change while clicking on the right hand top menu bar and select the template applicable to the corresponding standard change Change coordinator = Requestor The workflow jumps directly to the Deployment stage No approvals are requested The Deployment End Date becomes the unique mandatory date before setting the change stage to Reviewed 11/06/2013 Change Management, IT Meeting35 Life demo  Standard change workflow Workflow steps completed in the demo: ALL Involved actors: ALL

Standard Change Form Right click on the top bar menu and select “Apply Templates” action from the Templates menu 2.The list of available templates will appear in another dialog box The available templates are defined on a group based Creation of templates is (for the moment) an admin action 11/06/2013 Change Management, IT Meeting36

Standard Change Workflow Change creation time: New Selection of template mandatory 2.Once the Standard change is submitted the workflow directly jumps to Deployment Approvals no requested in this change 3.From Deployment stage the Standard and Significant changes workflows are identical Only the Deployment End Date is mandatory 11/06/2013 Change Management, IT Meeting37