Change Management ITIL Module

A change is used to document all the modifications that are planned in the IT:

  • Patch installations
  • System configuration changes
  • OS updates
  • Software installations

This way you can track all the modifications made within your IT. A lot of incidents are due to changes made to the IT environment. By documenting them, you can identify easily what changes had been made when an incident occurs and restore the service more quickly.

Moreover, this change management module allows you to analyze automatically the impact of the changes on the infrastructure and the application solutions. IT engineers can then better control the unavailability of the critical services in the enterprise, and improve customer satisfaction.

The changes are managed by the people having the following profiles:

  • Change implementors plan and implement the changes
  • Change supervisors follow up with the changes
  • Change managers approve the changes

When installing iTop, you have the choice between two differents modules for documenting changes. The module described here has been designed to implement ITIL V3 change management with three types of changes:

  • Routine changes
  • Normal changes
  • Emergency changes

The differences between those three types of changes rely in their respective workflows.

There is no special restriction/configuration needed for the Teams or Agents related to Change Management. However, keep in mind that the usual security restrictions apply: the teams/contacts to be selected when validating/assigning the ticket MUST be in an organization allowed to the current user.

Emergency Changes

An ITIL emergency change is the highest priority change that can be defined in an organization. Emergency changes are defined as changes that need to be evaluated, assessed and either rejected or approved in a short timeframe. Simply defining a change as an emergency does not automatically entail the change should be implemented. The Emergency Change Advisory Board (ECAB) will assess the change and provide advice to the delegated person responsible for approving or rejecting emergency changes.

Emergency Change Properties

Name Type Mandatory?
Ref Alphanumeric string Yes
Organization Foreign key to a(n) Organization Yes
Status Possible values: Approved, Assigned, Closed, Implemented, Monitored, New, Not approved, Planned and scheduled, Rejected, Validated No
Title Alphanumeric string Yes
Description Multiline character string Yes
Approval comment Alphanumeric string No
Caller Foreign key to a(n) Person No
Team Foreign key to a(n) Team No
Agent Foreign key to a(n) Person No
Supervisor team Foreign key to a(n) Team No
Supervisor Foreign key to a(n) Person No
Manager team Foreign key to a(n) Team No
Manager Foreign key to a(n) Person No
Reject reason Alphanumeric string No
Impact Alphanumeric string No
Outage Possible values: No, Yes Yes
Fallback plan Multiline character string No
Parent change Foreign key to a(n) Change No
Creation date Date and time (year-month-day hh:mm:ss) No
Start date Date and time (year-month-day hh:mm:ss) No
End date Date and time (year-month-day hh:mm:ss) No
Last update Date and time (year-month-day hh:mm:ss) No
Approval Date Date and time (year-month-day hh:mm:ss) No
Close date Date and time (year-month-day hh:mm:ss) No

Tabs

Tab Description
CIs All the configuration items impacted for this ticket
Contacts All the contacts linked to this ticket
Work orders All the work orders for this ticket
Related requests All the user requests linked to this change
Related incidents All the incidents linked to this change
Related problems All the problems linked to this change
Child changes All the sub changes linked to this change

Creating a Emergency Change

Click on the “New change” menu:

Then select “Emergency Change” in the form below:

And click “Apply” to display the Emergency Change creation form:

Emergency Change Life Cycle

Emergency Change objects have the following life cycle:

Depending on the status of the object, the contraints on the properties vary as shown on the table below:

New Assigned Planned and scheduled Approved Not approved Implemented Monitored Closed
Ref R/O R/O R/O R/O R/O R/O R/O R/O
Organization R/O R/O R/O R/O R/O R/O
Status R/O R/O R/O R/O R/O R/O R/O R/O
Title M M M M M R/O R/O R/O
Description R/O R/O R/O R/O R/O R/O R/O
Approval comment H H H M H R/O R/O R/O
Caller R/O R/O
Team H M M M M M R/O R/O
Agent H M M M M M R/O R/O
Supervisor team H M M R/O R/O R/O R/O R/O
Supervisor H M M R/O R/O R/O R/O R/O
Manager team H M M R/O R/O R/O R/O R/O
Manager H M M R/O R/O R/O R/O R/O
Reject reason H R/O R/O R/O M R/O R/O R/O
Impact H H M R/O R/O R/O R/O R/O
Outage H H M R/O M R/O R/O R/O
Fallback plan H H M M M M R/O R/O
Parent change R/O R/O
Creation date R/O R/O R/O R/O R/O R/O R/O R/O
Start date H H M M M R/O R/O R/O
End date H H M M M M R/O R/O
Last update R/O R/O R/O R/O R/O R/O R/O R/O
Approval Date H H H M H R/O R/O R/O
Close date H H H H H H H R/O
Table key:
  • H: hidden
  • R/O: read-only
  • M: mandatory

Normal Change

An ITIL normal change refers to changes that must follow the complete change management process. By definition a normal change will proceed through all steps of the change management process and will eventually be reviewed by the Change Advisory Board (CAB). The CAB will provide advice regarding the change to the person who is deemed responsible to approve or reject normal changes.

Normal Change Properties

Name Type Mandatory?
Ref Alphanumeric string Yes
Organization Foreign key to a(n) Organization Yes
Status Possible values: Approved, Assigned, Closed, Implemented, Monitored, New, Not approved, Planned and scheduled, Rejected, Validated No
Title Alphanumeric string Yes
Description Multiline character string Yes
Approval comment Alphanumeric string No
Acceptance comment Multiline character string No
Caller Foreign key to a(n) Person No
Team Foreign key to a(n) Team No
Agent Foreign key to a(n) Person No
Supervisor team Foreign key to a(n) Team No
Supervisor Foreign key to a(n) Person No
Manager team Foreign key to a(n) Team No
Manager Foreign key to a(n) Person No
Reject reason Alphanumeric string No
Impact Alphanumeric string No
Outage Possible values: No, Yes Yes
Fallback plan Multiline character string No
Parent change Foreign key to a(n) Change No
Creation date Date and time (year-month-day hh:mm:ss) No
Start date Date and time (year-month-day hh:mm:ss) No
End date Date and time (year-month-day hh:mm:ss) No
Last update Date and time (year-month-day hh:mm:ss) No
Approval Date Date and time (year-month-day hh:mm:ss) No
Acceptance date Date and time (year-month-day hh:mm:ss) No
Close date Date and time (year-month-day hh:mm:ss) No

Tabs

Tab Description
CIs All the configuration items impacted for this ticket
Contacts All the contacts linked to this ticket
Work orders All the work orders for this ticket
Related requests All the user requests linked to this change
Related incidents All the incidents linked to this change
Related problems All the problems linked to this change
Child changes All the sub changes linked to this change

Creating a Normal Change

Click on the “New change” menu:

Then select “Normal Change” in the form below:

And click “Apply” to display the Normal Change creation form:

Normal Change Life Cycle

Normal Change objects have the following life cycle:

Depending on the status of the object, the contraints on the properties vary as shown on the table below:

New Validated Rejected Assigned Planned and scheduled Approved Not approved Implemented Monitored Closed
Ref R/O R/O R/O R/O R/O R/O R/O R/O R/O R/O
Organization R/O R/O R/O R/O R/O R/O
Status
Title M M M M M M M R/O R/O R/O
Description R/O R/O R/O R/O R/O R/O R/O R/O
Approval comment H H H H H M H R/O R/O R/O
Acceptance comment H M H R/O R/O R/O R/O R/O R/O
Caller M M R/O R/O
Team H M R/O R/O
Agent H H H M M M M M R/O R/O
Supervisor team H M H M M R/O R/O R/O R/O R/O
Supervisor H H H M M R/O R/O R/O R/O R/O
Manager team H M H M M R/O R/O R/O R/O R/O
Manager H H H M M R/O R/O R/O R/O R/O
Reject reason H R/O M R/O R/O R/O M R/O R/O R/O
Impact H H H H M R/O R/O R/O R/O R/O
Outage H H H H M R/O M R/O R/O R/O
Fallback plan H H H H M M M M R/O R/O
Parent change R/O R/O
Creation date R/O R/O R/O R/O R/O R/O R/O R/O R/O R/O
Start date H H H H M M M R/O R/O R/O
End date H H H H M M M M R/O R/O
Last update R/O R/O R/O R/O R/O R/O R/O R/O R/O R/O
Approval Date H H H H H M H R/O R/O R/O
Acceptance date H M H R/O R/O R/O R/O R/O R/O
Close date H H H H H H H H H R/O
Table key:
  • H: hidden
  • R/O: read-only
  • M: mandatory

Routine Change

An ITIL routine (standard) change quite simply refers to pre-approved changes. Pre-approved changes can be defined for a variety of tasks, but they will typically be low risk, low effort changes that have a low or known cost.

Routine Change Properties

Name Type Mandatory?
Ref Alphanumeric string Yes
Organization Foreign key to a(n) Organization Yes
Status Possible values: Approved, Assigned, Closed, Implemented, Monitored, New, Not approved, Planned and scheduled, Rejected, Validated No
Title Alphanumeric string Yes
Description Multiline character string Yes
Caller Foreign key to a(n) Person No
Team Foreign key to a(n) Team No
Agent Foreign key to a(n) Person No
Supervisor team Foreign key to a(n) Team No
Supervisor Foreign key to a(n) Person No
Manager team Foreign key to a(n) Team No
Manager Foreign key to a(n) Person No
Reject reason Alphanumeric string No
Impact Alphanumeric string No
Outage Possible values: No, Yes Yes
Fallback plan Multiline character string No
Parent change Foreign key to a(n) Change No
Creation date Date and time (year-month-day hh:mm:ss) No
Start date Date and time (year-month-day hh:mm:ss) No
End date Date and time (year-month-day hh:mm:ss) No
Last update Date and time (year-month-day hh:mm:ss) No
Close date Date and time (year-month-day hh:mm:ss) No

Tabs

Tab Description
CIs All the configuration items impacted for this ticket
Contacts All the contacts linked to this ticket
Work orders All the work orders for this ticket
Related requests All the user requests linked to this change
Related incidents All the incidents linked to this change
Related problems All the problems linked to this change
Child changes All the sub changes linked to this change

Creating a Routine Change

Click on the “New change” menu:

Then select “Routine Change” in the form below:

And click “Apply” to display the Routine Change creation form:

Routine Change Life Cycle

Routine Change objects have the following life cycle:

Depending on the status of the object, the contraints on the properties vary as shown on the table below:

New Assigned Planned and scheduled Implemented Monitored Closed
Ref R/O R/O R/O R/O R/O R/O
Organization R/O R/O R/O R/O
Status R/O R/O R/O R/O R/O R/O
Title M M M R/O R/O R/O
Description R/O R/O R/O R/O R/O
Caller R/O R/O
Team H M M M R/O R/O
Agent H M M M R/O R/O
Supervisor team H M M R/O R/O R/O
Supervisor H M M R/O R/O R/O
Manager team H M M R/O R/O R/O
Manager H M M R/O R/O R/O
Reject reason H R/O R/O R/O R/O R/O
Impact H H M R/O R/O R/O
Outage H H M R/O R/O R/O
Fallback plan H H M M R/O R/O
Parent change R/O R/O
Creation date R/O R/O R/O R/O R/O R/O
Start date H H M R/O R/O R/O
End date H H M M R/O R/O
Last update R/O R/O R/O R/O R/O R/O
Close date H H H H H R/O
Table key:
  • H: hidden
  • R/O: read-only
  • M: mandatory

Assigning a user request to a team and agent

The list of teams to which you can assign a change is defined by the delivery model of the corresponding organization. When creating a change, the agent has to select the customer organization, then the list of teams is strictly limited to the teams defined for this customer. If a team is missing, the delivery model of the customer must be updated to reflect this need. See More about Delivery model for more information

Managing Private Log

A change ticket only have a private log to document all the activities and communications related to it. This one is not visible on the end user portal.

Managing impacted CIs and Contacts

This section is similar to the one of the Helpdesk module. Please refer to it

latest/datamodel/itop-change-mgmt-itil.txt · Last modified: 2020/04/15 15:23 (external edit)
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