GlobalNOC – Change Request – Service Now
The following defines a Change Request and documents the process flow and proper handling of a Change Request within the I-Light network.
Anatomy of a Change Request
A New Network Request, in Service-Now, is abbreviated as REQ. An REQ has an underlying structure that organizes the goals and actions for completing the REQ.
Change Request (CHG): A request made by Network Engineering to schedule network maintenance and to prompt the notification of affected and/or potentially affected members. A change request prompts the ServiceDesk to take the action of scheduling the maintenance and notifying the members per the information in the change request.
Creation and Assignment of a Change (CHG)
There three ways for CHGs to be created:
- Engineering creation via the online Change-Creator tool
- Engineering creation from within an Incident Record
- Engineering creation from within a Problem Record
After a CHG is created, the corresponding xxxx and xxxxx will automatically be created. The ServiceDesk will take their required action of verification, scheduling, and notification.
Engineering will continue to work directly in the CHG until completion.
How To: Engineering Creation via the online Change-Creator
1. Open a web browser
2. Complete the form, paying close attention to the required fields. The Change-Creator form requires thorough and detailed completion.
- Starting at the top, with the Request Type, select the team where the change will be made - Network or Systems.
- Contact Information section, review that your contact information has been correctly filled in.
- Lastly, be sure to select the appropriate Organization. In this example, we'll be using I-Light.
3. Next, let’s look at the Change Request Basic Details. Complete the required fields (denoted by red asterick).
- Be sure to select UTC as your time zone.
- If this CHG relates to an existing ticket, record this as the Related Ticket Number
- In the Urgent Change field, select No
- Change Requested by and Change Implemented by can be different people. For instance, if you requested the change but another engineer will be completing the maintenance, indicate that in these fields.
4. Moving on, we’ll need to complete the Change Procedure Details
- Please be as detailed as possible when completing the three required fields; Method of Procedure (MOP), Back-Out Plan, and Test Plan
5. Next, please complete the section Potential Impact and other Change Miscellanea
- Complete the Risk Impact Analysis, Wording to Community, and Expected Impact boxes to appropriately detail how the network and members may be affected by the maintenance work.
6. Lastly, complete the remaining fields to indicate further impact and possible documentation and systems updates that may be required as a result of your change
- Click Submit Request upon completion
How To: Maintaining and Completing a Change Request
1. Find and open the Change Record that you've created from the Change Request Form.
- You can do this by selecting the link given immediately after submitting the Change Form.
- You can also find the Change Record by searching My Taskmon and/or My Groups Taskmon to see where the Change Record was assigned.
- This isn't the case at the moment ^ .. You have to search directly for the CHG.
2. Once you're in the Change Record (CHG), be sure to update the required fields.
- You'll find two fields that need to updated - Maintenance Type & Source of Impact
- Note: Source of Impact
3. Before you get too far into the implementation phase, I'd like to point out that your recently created CHG Record has prompted tasks for others to complete. Scroll down to the very bottom of the page and find the last section with tabs Change Tasks, Approvers, Problems, Incidents Pending Change, Incidents Caused By Change, and Tasks.
- Let's look at the Change Tasks tab. Here you'll see a few tasks that have been created for others, mainly the Service Desk, to complete. For example, there should be a task for verifying the Maintenance Calendar and times for the CHG work to occur. You should hear back from the Service Desk shortly after creating the Change Form for this verification task.
4. Ok, let's get to work on this CHG record. Please review the information in the CHG before starting work. You should find that the info matches what you fed into the online Change Form described above. At the bottom, you'll notice a section with tabs Description, Schedule, Vendor, Planning, Notes, and Closure Information, from here is where you'll continue to track and add notes as you work through the CHG.
- Let's look specifically at the Notes section. If you need to update the CHG as you're working through it, please update the Additional comments section and be sure to check the box Work notes (internal), if your updates aren't meant for the customer.
How To: Closing a Change Record.
After completing the Change, please follow these steps for correctly closing the CHG.
1. In the same section shown above, navigate to the Closure Information tab.
- Update the Change Code to reflect the closure status
- Fillout the Close notes with as much detail as possible.
- Save/Update and you're done!