Change Mgmt Process Page I

Support Console

Click Create Request Select Change Request

Enter Requestor Information on the General tab

Select a Predefined Summary or enter Summary, Desc & CTI

Select Tier *In Remedy Click ? for definitions* Note: Standard changes follow a seperate approval process, however they are reviewed weekly

Select Priority *You should also set Urgency & Impact

Choose the group or if appropriate the individual responsible for making the Change

Ticket is now assigned to the Group or Implementor selected

NO Click Save

Are the date and time of the implementation known? YES

If needed add Tasks and Relate Items

Enter Planned Start/End Date

Click Assessment Tab

If this is an Emergency change select Yes Note: Selecting Yes will bypass approval process but will be reviewed for validity by Chg Mgr

Note: This date range is the entire life cycle of the change, from planning to implementation.

Implementor takes control of Ticket

Change Status from Assigned to appropriate status

Enter Production Planned Start/End Date Note: This is the date the actual change activitie will take place. It must fall within the Planned Start/ End dates

Before the Status can be moved past Planning the change must be approved

Change Approval Status to Pending Approval

Click Save

Approval Process has now started with Change Manager Ref: Change Mgmt Process page II

Note: Any status change from Assigned will trigger a pop-up box to complete Assessment tab information if not previously done.

Once it is determined that a CHANGE will need to be made a CHANGE request should be created. Think of a CHANGE request as a project, not just an event!

Change Mgmt Process Page II

Change Approval Status to Pending Approval

Implementer must resolve rejection reasons

Email notification is sent to implementor alerting them to rejection

Reject Change work Log is updated with rejection reasons.

No

No BU Change Mgr takes change request to Enterprise Change Advisory Board (CAB) for approval

Approval Process has now started with Change Manager

Verify Correct information in Change Request

Verify Timing of change is appropriate

Are timing and Info acceptable?

Yes

Business Unit Change Manager Approves Request

Click Save

Select Appropriate Closure Code

Set Status to Resolved

Implementer makes change and validates success

Email notification is sent to Implementer

Yes

Enterprise Approval?

Note: If a change is unsuccessful the Change Management process must be started again with a new Change Request