The process for recording and processing changes (Request for Changes "RFCs", ITIL® process "Change Enablement") is used for the structured approval, processing and documentation of all changes made to existing functions, devices and services. The focus is also on assessing the effort/cost and the risk of a change to be implemented.
The ITIL® process "Change Enablement" is also available as a view with the same name for tickets. The view contains special fields that are important for the change: change type, risk and approval state for the change, etc. In addition, the list of approvals can be seen directly in the referenced information (expanding a ticket within the list).
change
The change ticket follows the form structure of the standard ticket.
The following change types are available. The type selected during ticket creation/classification is displayed in the "Classification" tab and in the ticket header under the title:
•Normal Change:The change is performed by default. All intended approvals and workflows must be run through.
•Standard Change: A standard change can only be created via a ticket template. Standard changes are predefined changes that can always be executed in the same way and .
•Emergency Change: An emergency change is a very urgent change that needs to be implemented as soon as possible, e.g. because errors have occurred in business-critical applications. Due to this fact, it is very important that a proper documentation is done. The priority is automatically set to the highest level.
The "Planning" section appears and contains the following additional fields:
•Total planned effort (h): shows the effort in hours that was estimated in advance for the implementation of the change
•Total booked effort (h): shows the sum of the recorded times on the change ticket
•Implementation from: Time at which the implementation should start
•Implementation to: Time by which the change should be implemented
The "Properties" section contains the following additional fields:
•Risk: Estimation of the risk for the implementation of this change. If the calculation matrix is activated, the risk can be indirectly calculated automatically from impact and probability.
•Stakeholder: In the list, the persons can be entered who have an interest in the affected asset/service/CI (because they are directly or indirectly affected by it or have a management role that is related to it). Therefore, they have to be automatically informed about the change ticket. A button can be used to automatically add all persons who are entered in the list of persons for the affected assets as well as the asset managers to the stakeholder list. The "e-mail button" opens a new message that contains all stakeholders as recipients and can be informed directly about the upcoming change.
The "Solution" section contains the following additional fields and functions:
•Implementation result: documents the result of the implementation. The options are "Successful", "Plan rollback" or "Rollback performed". The rollback is required if the implementation of the change was not successful, and the state before the implementation must be restored. If "Rollback performed" is selected, a mandatory field ("Rollback info") for a text comment appears. If rollback tasks have been defined for the change in the ticket template, they will be created automatically in the task list. These are used to describe the recording of tasks for the rollback in the same way as the recording of tasks for the implementation of the change.
