Page 1 of 22 Change Request Form - Requestor Info Directions for Programmers: Text Title Completing the Requestor Info Section of the Change Request Form Body Lesson Description After completing this lesson, you will be able to: Complete the Requestor Info section of the Change Request Form Identify required fields Add a document key Add an Online Letter number Add change request details Change the date of the request Click Next to continue. Graphics Body of text Navigation Form1.jpg

Page 2 of 22 Change Request Form - Requestor Info Directions for Programmers: Text Title Change Request Form Components Body The Change Request form is divided into three major sections: Requestor Info Director Attachments Let’s take a look at the Requestor Info section. Click Next to continue. Graphics Body Navigation

Page 3 of 22 Change Request Form - Requestor Info Directions for Programmers: Dissolve change_control_requestor.jpg and replace with form1.jpg. Dissolve form1.jpg and replace with form_required_field.jpg. Circle the red asterisk. Text Title Requestor Info Body A Requestor is any Mortgage Services user with access to Connect and the Household Legacy Forms, specifically the Mortgage Services Change Request form. The Requestor section of the form is comprised of 14 fields. Although only nine of the fourteen fields are required, we encourage the Requestor to complete all fields. How can you tell if a field is required? A RED asterisk (*) denotes a required field. Let’s take a closer look at the Requestor’s fields. Click Next to continue. Graphics Change_Control_Requestor.jpg, form1.jpg, form_required_field.jpg Body Navigation

Page 4 of 22 Change Request Form - Requestor Info Directions for Programmers: Need Flash demo. Use Flash_Requestor_Info.doc script. Text Title Requestor Info Fields Body Click Next to continue. Graphics Body Navigation

Page 5 of 22 Change Request Form - Requestor Info Directions for Programmers: Move your mouse over Existing Procedure only and then show Existing_Procedure_only.jpg. Text Title Requestor Info – Type of Change Body There are nine choices in the Type of Change field. Your change will affect one of the following types of change: A new or existing policy A new or existing procedure A new or existing policy and procedure A new or existing online letter We’re going to select a change to an existing procedure. Click Next to continue. Graphics Type_of_Change.jpg, Existing_Procedure_only.jpg Body Navigation

Page 6 of 22 Change Request Form - Requestor Info Directions for Programmers: After displaying the above text and screen shot, run the Flash demo of getting the document key: Flash_Document_Key.doc (script) Text Title Requestor Info – Document Key Body When your change affects an existing policy or procedure, you are prompted to enter a document key. A document key is a number that is associated with policies and procedures in Connect. Every policy and procedure published on Connect has a document key. Once you add a document key to a Change Request form and click Submit, the document key becomes an active hyperlink back to the policy or procedure on Connect. Let’s go get the document key! Click Next to continue. Graphics Key.jpg, Document_key.jpg Body Navigation

Page 7 of 22 Change Request Form - Requestor Info Directions for Programmers: Text Title Requestor Info – Online Letter Body You’ve seen how to add a document key to the Change Request form for a policy or procedure. But what about online letters? Well, if you are requesting a change to an existing online letter within MortageServ, there is a field similar to the document key. Let’s take a look at this. Click Next to continue. Graphics Body Navigation

Page 8 of 22 Change Request Form - Requestor Info Directions for Programmers: Enter letter number 2.66 in the Existing Letter Number field. Text Title Requestor Info – Online Letter Body When you select ‘Existing Online Letter’ or ‘Clarification of Existing Online Letter,’ the Existing Letter Number field appears under the Type of Change. This is an alpha-numeric field. Type the existing letter number. Click Next to continue. Graphics OLLW_Letter_Number.jpg, OLLW_Letter_Number2.jpg Body Navigation

Page 9 of 22 Change Request Form - Requestor Info Directions for Programmers: Text Title Requestor Info – Change Request Details Body Change Request Details is a required field in the Requestor Info section. In this field, you’ll want to provide as much details about the requested change. A couple of things to keep in mind about this field: If you have a new policy, procedure, or online letter, you can provide a brief overview of the change in the Change Request Details field. Your attached document will provide the full explanation or description of the change. The first few sentences from this field will appear in a few reports in the Change Request Repository. Click Next to continue. Graphics Change_request_details.jpg Body Navigation

Page 10 of 22 Change Request Form - Requestor Info Directions for Programmers: Text Title Requestor Info – Level of Effort Body The next required field in the Requestor Info section is Level of Effort. Major - a new policy, procedure, or addition of an online letter is considered a major change. Moderate – substantial changes to an existing policy, procedure, or online letter is considered a moderate level of effort. Minor – few text changes would constitute a minor level of effort. Click Next to continue. Graphics Body Navigation Level_of_Effort.jpg

Page 11 of 22 Change Request Form - Requestor Info Directions for Programmers: Dissolve the training.jpg graphic, show the training_development.jpg graphic and point to the areas the text is referring to. Text Title Requestor Info – Training and Development Body You have the ability on the Change Request form to indicate if your change requires department or HR training. In addition, you can indicate if you need reports or system development for the change you are requesting. When you select ‘Yes’ to the training or development questions, your change request is added to training and development reports in the Change Control Repository. You also have an Additional Communication field on the Change Request form. Change Request forms are ed to the persons impacted by the change. However, if you desire additional communication via a Connect Bulletin, a Department Meeting, or another means, you can select any one of these check boxes under Additional Communication. Click Next to continue. Graphics Body Navigation Training.jpg

Page 12 of 22 Change Request Form - Requestor Info Directions for Programmers: Show Risks_Benefits.jpg with first paragraph and Cust_Care2.jpg with 2 nd paragraph. Text Title Requestor Info – Risks/Benefits Body Another required field in the Requestor Info section is Risks and/or Benefits. You’ll want to describe the risks of not implementing the change, such as compliance or audit risks, or the benefits that will result from implementing the change. For example, one of the benefits of implementing a new procedure for a Customer Care Rep to answer promise to pay calls would be quicker resolution and less wait time for our customers. Customers would no longer be transferred to Collections for these types of calls. Click Next to continue. Graphics Body Navigation Risks_Benefits.jpg, Cust_Care2.jpg

Page 13 of 22 Change Request Form - Requestor Info Directions for Programmers: Have the mouse move to the calendar icon. Once over, transition to the calendar2.jpg. Text Title Requestor Info – When do you need this change? Body The Change Required by What Date field automatically defaults the date one month from the date you submit the Change Request form. If you need your change implemented any sooner (or later), click the calendar icon and select a new date. Click Next to continue. Graphics Calendar.jpg, calendar2.jpg Body Navigation

Page 14 of 22 Change Request Form - Requestor Info Directions for Programmers: Type some names in the Additional Comments field. Text Title Requestor Info – Additional Comments Body The last field in the Requestor Info section is Additional Comments. Enter the names of the impacted parties you’ve discussed this change with. For example, if your change impacts the Customer Care department, enter the name of the manager you discussed the change with. Remember, the key to successful change requests is communication. You’ll want to document who you spoke to about the change you are requesting. Click Next to continue. Graphics Additional_comments.jpg Body Navigation

Page 15 of 22 Change Request Form - Requestor Info Directions for Programmers: Text Title Requestor Info – Summary Body So let’s recap what you need to complete on the Change Request form if you are initiating the form and are not at the Director level. 1. Enter your phone number, department, location, and position. 2. Select your immediate supervisor as your approver. 3. Select the Type of Change from one of the nine choices. 4. If you are requesting a change to an existing policy or procedure, copy and paste the document key from the policies and procedures database. If you are requesting a change to an online letter, type the online letter number. 5. Enter the change request details. 6. Select the level of effort. 7. Indicate if Training is required. 8. Indicate if Additional Communication (other than the automatic ) is required. 9. Indicate if Development (reports, system enhancements) is required. 10. Determine the risks and/or benefits. 11. Determine if 30 days is sufficient turnaround time for the change. 12. Enter any additional comments. Click Next to continue. Graphics Body Navigation