Change

ITIL defines Change as "the addition, modification, or removal of any authorized, planned, or supported service or service component that could affect IT services." In other words, a Change is adding, removing, or modifying anything that could directly or indirectly affect the organization's services and operations. The changes could include documentation, processes, applications, or IT infrastructure changes.

Change Management is a set of processes defined to manage the lifecycle of a change request from start to closure. It aims to minimize risks and disruptions to IT services and business operations while the changes are being implemented.

How does it work?

Domain experts, management, architects, or solution architects are involved in planning and implementing a change request.

Types of Change

Type	Description	Example
Standard Change	Standard Changes are the ones that frequently occur in an organization. These changes are low-risk and have a pre-defined set of documented and approved processes to be followed. This pre-defined and approved process is called a template.	Reset the Password of an email account.
Minor Change	A minor change is a small change that is low-impact and low-risk. These changes only occur occasionally in an organization. A minor change needs approval from the Change Advisory Board(CAB). It is essential to document all the important information for future reference. A minor change could be converted to a standard change in the future.	Changes to the company website.
Major Change	A major change is a high-risk and high-impact change. A major change could impact an organization's services if it is not planned properly. It requires an in-depth proposal on risk analysis, financial implications, and cost-benefit analysis. It requires approval from the Change Advisory Board(CAB) as well as from the management.	Changes to Network Infrastructure
*Emergency Change	Emergency changes are unexpected disruptions that must be assessed and implemented as soon as possible to restore the normal functioning of an organization.	Dealing with a server outage

*Emergency Change is not part of this release. It will be implemented in a future release.

What do you see on the screen?

The "Change" page lists all change requests in two views: Panel View and Grid View. It lists all changes with details like a summary card, change description, status, subject, team, requester name, and actions, sorted by time.

Working on a Change

Change Management involves people from different dimensions of a business. They work together to analyze, plan, and implement the change request.

Views of the Change Request

There are two ways to view change details in the right-side panel. They are:

Panel View - You see change details as a Summary Card in the Panel view. The summary card gives a brief summary of the change. This summary contains all the important information needed to work on the change. Details include:

• Change ID: Auto-generated when a change is created.

• Requester: Name of the requester

• Change Manager: Name of the manager overlooking the change request.

• Status: Displays the current status of the change. Users can change the status from here as well.

• Priority: Displays the priority of the change. Technicians can change the priority of the change.

• Service: Service category in which change is requested.

• Actions: Quick action icons to work on the change.

The panel view for tickets has been revamped. The improved interface offers enhanced data visibility, with aging metrics conveniently displayed. This helps in faster navigation and reduced system load for a seamless user experience.

Grid View- In the Grid view, you see change details in tabular form. Clicking on the Change ID shows the change details.

• Change ID: This is auto-generated when a change is created. Click on the Change ID to view the communication history, reply to and forward emails, add notes, analyze, view, and add work logs.

• Subject: Subject of the change (derived from the change subject line).

• Reason for Change: The reason for detailing why the change was requested.

• Change Type: Type of change: Standard, Major, Minor, and Emergency.

• Status: Displays the current status of the change. Users can change the status from here as well.

• Impact Service: Service Category which the change could impact.

• Priority: The priority of the change.

• Risk: Risk level of the change.

• Requester: Displays the name of the requester (initial)

• Change Manager: Name of the manager overlooking the change request.

• Change Implementer: Name of the user responsible for change implementation.

• Actions: Quick action icons to work on the change.

Note:

• The quick action bar appears as a floater on each change line and is common in both Panel and Grid views.

• The summary card details can be configured to suit requirements. Click on the "Configure" icon to customize the details you want to see on the screen.

• The Configure icon is available only in Grid View.

Planning and Risk Analysis

Implementing a change requires intensive planning, risk analysis, defining tasks, and approvals. To help users achieve this, the "Change" module has the following tabs:

• Planning - A comprehensive plan is essential for successfully implementing a change. In the planning tab, a user can enter the following details:

  • Rollout Plan - A rollout plan is a detailed step-by-step description of how the change will be implemented in the production environment. The rollout plan is created in such a way that there is minimal impact on the organization. A rollout plan describes whether the change will be implemented in a phased manner or as a whole.

  • Rollback Plan - A rollback plan is a verified step-by-step fallback or back-out plan in case the change implementation doesn't go as expected. It is essential to have a rollback plan when implementing a major change.

  • Impact - A user can enter the anticipated impact of the change on various dimensions of the organization. It can be categorized into the following:

    • Business

    • Location

    • Department

    • Group

    • User

  • Planned Start Date - The intended date to begin implementing the change.

  • Planned End Date - The intended date to end implementing the change.

• Tasks - In this tab, a user can enter the details of the tasks involved in the change.

  • Title - Title of the task.

  • Description - A brief description of the task.

  • Status - Status of the task. The different statuses of the task are:

  • To-Do (Open)

  • On Going (In Progress)

  • Blocked (On Hold)

  • Done (Close)

  • Canceled (Close)

  • Priority - Priority of the task.

  • Assignee - Name of the user to whom the task is assigned.

  • Due By - The expected date for the task to be completed.

• Risks - In this tab, a user can enter the details of the risks involved in the change.

  • Name - Name of the task.

  • Risk Type - Type of the risk. It can be of the following types:

  • Business

  • Financial

  • Technical

  • Others

  • Mitigation Plan - A risk mitigation plan outlines a strategy to prepare for or lessen the effects of risks.

  • Description - A brief description of the risk.

Miscellaneous

Additional Icons

Name	Description
Comment	A user/technician can see the comments on the change and also can add new comments.
History	Shows the history of the current change request from the time it was created.
Interaction	Shows the history of the change request created by the requester.
Attachment	Shows all the attachments of the current change request.
Change Source	Shows the source of the change, like email, web, phone, etc.

Quick Actions

Name	Description
Quick Edit	To perform quick edit actions like change manager, status, priority, urgency, severity, impact service, and the assignee. Use the "Detailed Edit" button to edit the Change details.
Edit	To edit the Change in detail.
Delete	To delete the Change. This action is irreversible.
Task	Shows the tasks involved in the change.
*Risk	Shows the risks involved in the change.
*Add Ticket	If any issues occur while implementing the change, a ticket can be raised.
Change aging for helpdesk/ ITSM close and resolve conditions	Grid View includes Aging Metric. Track Change resolution time accurately. Click 'Resolve' or 'Close' to stop the aging clock. Get detailed aging reports based on resolved status.

*These quick action tools are available only for Major and Minor Changes.

Page Actions

The Change page also has the following actions.

Label/ Icon	Description
Expand Icon	To View the change filters.
Search Bar	To help search for a specific change request using the Change ID, assignee, etc.
Calendar	To filter the change requests by a specific day, date, or date range.
Workspace task App	Enjoy a seamless and streamlined experience with the powerful capabilities of the Task Common Module for enhanced task management within the application.
*Tag	Select a change request to view the tag option. Tagging is a way to group change requests.
*Assignment	Select one or more change requests to assign to a team.
*Delete	Select one or more change requests to delete them.
Pause	To pause the auto-reload.
Configure	To configure the summary card and column selection.

*Select at least one change request to enable these options