Using the Change Management Wizard to Set Up Change Management

The Change Management Wizard is part of the Application Setup Page. Use this wizard to customize how the Service Desk handles the change management process.

Process Wizard: Change Management

Classification

Define the types of changes within your organization. The default types are:

Type	Description	Role
Standard	A pre-approved change that is low risk and follows a standard procedure. Use change request templates to automate your standard changes.	Administrator
Minor	A change with minor impact that requires few resources and minimal review.	Administrator
Significant	A change with significant impact that requires significant resources and peer review.	Administrator
Major	A change with major impact that requires many resources, extensive planning, and special approval.	Administrator
Emergency	A change that must be introduced immediately and that requires special processing.	Administrator Change Manager Service Desk Analyst Service Desk Manager

To rename a change type, click Rename. Enter a new name and optionally a new description and click Save.
To add a new change type, click Add Change Type. Enter a name for the new change type and a description. Click Save.
To enable the change type, check the box preceding its name.
You cannot delete change types, but you can disable them by clearing the checkbox.

This Change Type is Enabled

Lifecycle

Select the actions to take at each stage of the change management lifecycle.

Action	Options
When a Change is "Cancelled"	Check Prompt Reason and Create Journal Notes when Change is cancelled. Click Add another Action to add another action.
When a Change is "Closed"	Check Update Cost when Change is Closed. Check Send Email and select an email type from the drop-down list. Click Add another Action to add another action.
When a Change is "Deferred"	Check Prompt Reason and Create Journal Notes when Change is Deferred. Click Add another Action to add another action.
When a Change is "Denied"	Check Prompt Reason and Create Journal Notes when Change is Denied. Click Add another Action to add another action.
When a Change is "Implemented"	Check Take Baseline. Check Update Cost when Change is implemented. Check Send Email and select an email type from the drop-down list. Click Add another Action to add another action.
When a Change is "Pending Approval"	Check Send Email and select an email type from the drop-down list. Click Add another Action to add another action.
When a Change is "Requested"	Check Send Email and select an email type from the drop-down list. Click Add another Action to add another action.
When a Change is "Scheduled"	Check Send Email and select an email type from the drop-down list. Click Add another Action to add another action.

Review Board

Identify users to participate in your Change Advisory BoardThe people who approve the financial, technical, and operational impact of a request for change.s (CABs). Review the default CABs to determine their membership.

Click Add Group to add another group to the list.
Within each group, click Add Member to add another member to the group.
Click Unlink to remove a member from the group.
To rename a group, click Rename.

Groups	Description
Change Advisory Board	CAB group for non-emergency changes.
Emergency Change Advisory Board	CAB group for emergency changes.
Management Committee	Management committee for major changes.

Standard Change Templates

Activate and deactivate any templates you need. You can rename templates and add roles to each.

Template	Default publish target
Create Mail Archive for MS Exchange Mail Folder	Administrators Change Manager Release Manager Service Desk Analyst Service Desk Manager Help Desk Demo
Install Approved Software Package	Administrators Change Manager Release Manager Service Desk Analyst Service Desk Manager Help Desk Demo
MS Security Patch Install for Windows Servers	Administrators Change Manager Release Manager Service Desk Analyst Service Desk Manager Help Desk Demo
Replace Printer Accessory	Administrators Change Manager Release Manager Service Desk Analyst Service Desk Manager Help Desk Demo
Server Reboot	Administrators Change Manager Release Manager Service Desk Analyst Service Desk Manager Help Desk Demo
Server Relocation	Administrators Change Manager Release Manager Service Desk Analyst Service Desk Manager Help Desk Demo
Standard	Administrators Change Manager Release Manager Service Desk Analyst Service Desk Manager Help Desk Demo
Update Antivirus Files	Administrators Change Manager Release Manager Service Desk Analyst Service Desk Manager Help Desk Demo

Configuration Items

Select the configuration items to be controlled by Change Management.

When enabling change control for a configuration item, you must manually add the IsInChangeControl logical field to related forms and grids, and add the baseline child panel to related layouts. After you enable change control, add the Run Baseline quick action.

CI	Description
AccessPoint	Subscriber connection to the network.
BatchJob	Executing a series of non-interactive jobs as one job.
Cluster	Connection of two or more computers for tasks such as parallel processing, load balancing and fault tolerance.
Computer	Physical computer with a generic role, rather than a workstation or server.
Contract	Legal document managed and stored in the system.
Database	Managed database.
Document	Generic category for stored documents.
EnterpriseApplication	Applications designed to work with other applications used within the organization, and to be deployed across a variety of networks.
ESX
FAX	Facsimile machine.
Firewall	Hardware-based firewall for your network.
Generator	Physical device for generating power.
Hub	Common connection point for devices in a network.
Middleware	Middleware
MobileDevice	Mobile hardware such as a cell phone or PDA.
Monitor	Physical computer monitor.
PeripheralDevice	Computer device, such as a CD-ROM drive or printer, that is not part of the essential computer.
Phone	Desktop telephone.
Printer	Displays and manages all printers and related data within the Configuration Management Database.
ProductivityApp	Software used to enhance productivity (word processing, spreadsheet, etc.)
Rack	Physical rack used for mounting computer hardware.
Router	Device that forwards data packets along networks.
SAN	High-speed subnetwork of shared physical storage devices. Each storage device contains a disk or disks for storing data.
Scanner	Physical scanning device for digitizing images.
Server	Physical network server.
Service	Method of sharing business logic, data, and processes.
Switch	Device that filters and forwards packets between LAN segments.
System	System that collects and stores data.
UnknownDevice
UPS	Uninterruptible power supply, a power supply that includes a battery to maintain power in the event of a power outage. Typically, a UPS keeps a computer running for several minutes after a power outage, enabling you to save data that is in RAM and shut down the computer gracefully.
Video Conference	Videoconferncing equipment.
VirtualServer	Virtual machine instance used as a server.
VirtualWorkstation	Virtual machine instance used as a workstation.
VOIP	Voice Over IP
Workstation	Physical computer workstation.