The section describes how to create a change request at the Initiate stage.
On the Change Management console, click Create or Create for Company (in a Hub and Spoke environment).
If you are working in a Hub and Spoke environment, you are asked to identify the company you are creating the record for. Select the company from the drop down list, then click Create. The Change form opens on the spoke server of the company you chose. Continue with the rest of this procedure.
The record that you create for the selected company is created and submitted on the spoke server where the company is defined.
In the Initiate stage, the change request initially appears in Draft status. The change request has not yet been submitted to the Change Management process.
Change Coordinator — Specify the user responsible for the change. The list is populated with people with the Change Coordinator or Change Manager functional role and who are included in the Coordinator Group selected.
When in the Search mode, the Change Coordinator field is populated with all users of the Coordinator Group selected, irrespective of their functional role.
From the Service field, select the business service configuration item (CI) that relates to the change request that you are creating.
The Service field relates business service configuration items (CIs) to the change request at the time it is created. Business service CIs are related either to the customer directly or to the customer's company, organization, or department.
The business service CI is not a physical CI (such as a printer or a router); it is a logical CI. In this context, a logical CI is a business service that can be provided from one business, or organization within a business, to another. Service CIs can include customer support, employee provisioning, web farms, storage, and so on. When business service CIs are created and made available on the Service field menu, they are related either to a customer directly or to the customer's company, organization, or department. If you need to have a new business service CI added to the Service field menu, you must notify a system administrator with Asset Administrator privileges.
(Optional) Select a template to complete part of the change request.
Change templates are especially useful in any change request that follows well-defined methods for specific and repeated requirements.
The template is attached to the change request. The custom process flow associated with the change template applies to the change request. A new Work Info record is created that includes a textual representation of the change process flow. In the process flow bar, the options for next and back are changed to reflect the process flow.
If you start to enter fields in the change request and then select a change template, the change template overwrites any field values that are already present in the change request, including any relationships or tasks included with the change request.
(Optional) Enter a date in the Target Date field.
The target date is the date by when the change must be completed, according to the applicable service level target. Alternatively, the target date can be a date that is agreed to on an ad hoc basis, per change. The target date cannot be set to a date earlier than the current date, except for Latent changes.
For detailed information about the dates related to a change request, see The Dates tab.
Complete the following fields:
Provide a brief description of the change.
Specify the relative urgency of the change, so that the approvers can assess its magnitude.
Specify the extent to which the change affects the business. The default value is 4-Minor/Localized. Impact is often directly related to the extent to which the service has degraded from agreed service levels. Impact can be measured by the number of people affected, the criticality of the system affected, and the loss of revenue as a result of the service degradation or disruption.
For detailed information about Impact, see Impact, urgency, and priority criteria.
Specify a value that indicates the importance of the change request, and reflects how quickly a change must be implemented, or the time available to reduce the impact of the change on the business. The default value of the Urgency field is Low.
For detailed information about Urgency, see Impact, urgency, and priority criteria.
Specify the importance that you (as support staff) assign to the change request.
For detailed information about Priority, see Impact, urgency, and priority criteria.
The system automatically performs the risk assessment for the change request in the Risk Level field. The risk level is used as a criterion to determine required approvals. The default risk level is Level 1, which is the lowest level. The highest risk level is Level 5.
The newly created change is assigned to the appropriate group based on the predefined assignment routing. If there is no appropriate assignment routing, you are prompted to assign the change request manually.