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, Filed Under: Newsletter

Mar 2021

Welcome to the inaugural edition of the ITS Service Management Newsletter!

In this edition, we will focus on questions we’ve frequently received about the Change Management process.

Where can I learn more about the Change Management Process?
Review the Change Management Training Series videos.

How can I place a change request on-hold?
Check the ‘On hold’ box and enter the reason to the ‘On hold reason’ box.
Note: A change request may be placed on-hold as long as the state is not ‘new’.

How can I cancel a change?
A change can be cancelled by clicking ‘Cancel Change’ in the top right corner. The workflow will automatically cancel the request as long as the state is not ‘new.’

When will my Request for Change (RFC) be reviewed by CAB?
Browse to the ITS Change Management Dashboard, select the ‘CAB’ tab, On the ‘Change KPI – CAB Pending Approval List’ pane you will find the date the RFC is schedule to be reviewed.

How do I close out a change after implementation?
Review the Finishing a Change Request video.

What is an unsuccessful change?
A change that either significantly deviated from the implementation plan, caused an incident, or did not achieve the desired outcome. For example, the change:

  • had to be backed out
  • was implemented outside of it’s scheduled maintenance window
  • exceeded it’s scheduled maintenance window
  • was incomplete

What do I do if my change fails?
Set the change request close code to ‘unsuccessful’ and follow the Post Implementation Review (PIR) procedure.

How do I propose, modify, or retire a standard change template?
You may propose, modify, or retire standard templates through the Template Management category in the Standard Change Catalog.

Can I modify a standard change template proposal after submitting it for approval?

A standard change template proposal cannot be modified by the submitter once it has been submitted to CAB for approval. If the proposal requires updating, it can only be done by a CAB approver.

Please submit your questions or comments for the Service Management Team