FAQ: Change Management - FAQs

Change Management – Frequently Asked Questions 

 

Change Advisory Board (CAB)

When and where is the CAB meeting? 

  • The CAB is held each Wednesday, from 3:00 – 4:30 PM, but usually ends around 4:00 PM.
  • To join the WebEx, click here. (If prompted for a password, type ITSMcab1.)
  • To add the CAB to your Outlook calendar, click here.
  • To add the Daily Ops meeting to your Outlook calendar, click here.
  • To call into the meeting, dial 877-495-8204. The PIN is 733 288 6791
  • To view CAB reports on our SharePoint, click here.

 

Do I have to attend the CAB meeting for my Change Request (CR)?

If your change is Significant or Major, you’ll have to attend to represent your change. The only exception is for Partners eCare bi-weekly releases.

 

How do I see the changes that will be discussed at the upcoming CAB meeting?

To view the current week’s change agenda, click here.

 

What changes are covered in the weekly CAB?

All significant and major changes that are to occur in the next seven days, from Wednesday to Wednesday.

 

Why did (or didn’t) my change go to the CAB?

Only changes entered for the production environment with a Change sub-type of “Significant” or “Major,” and that are scheduled within the next 7-day period (following the CAB) will be reviewed. If you want your Minor change to appear on the agenda, bump it up to a Significant. 

 

Can I socialize my change if it’s greater than 7 days out (past current CAB report)?

If your change is more than 7-days out, you can request that your change be socialized at the CAB when we ask attendees if they have a change to socialize. You must have an active change number in the system to do this.  We will ask for that change number, and bring it up on WebEx.

 

 Change Evaluation Board (CEB)

When and where is the CEB meeting? 

  • The CEB is held every other Tuesday, from 1:00 – 2:00 PM.
  • To join the WebEx, click here.
  • To add the CEB to your Outlook calendar, click here.
  • To call into the meeting, dial 877-495-8204. The PIN is 733 288 6791
  • To view CEB reports on our SharePoint, click here.

 

Do I have to attend the CEB meeting for my Change Request (CR)?

If your change is Major, you’ll have to attend to represent your change. The CEB is a bi-weekly meeting held every other Tuesday, from 1:00 - 2:00 PM. The only exception is for Partners eCare bi-weekly releases, for which a waiver has been granted. Our Associated Director of Support Services, Cesar Mendoza, is present at these meetings. You will receive an invite to the CEB when you are required to attend.

 

Change Records

What is a Change sub-type?

The Change sub-type defines the impact of a change. For a definition of the Change sub-type field, see KB0025391.

 

How are Major changes handled differently from Significant changes?

Changes entered with a Change sub-type of “Major” require a 30-day lead time (from their entry in ServiceNow, until the start of the implementation date/time). These changes must also go through an additional meeting, referred to as the CEB (Change Evaluation Board), as previously described. This allows each major change to receive additional scrutiny due to the large impact or potential impact it may have on our organization.

 

What are the lead-times for each change type?

  • Minor changes require 2-day lead-time.
  • Significant changes require a 7-day lead-time.
  • Major changes require a 30-day lead-time.

 

What type of freezes do we use in our organization?

  • PHS & Site Application - Affects our entire Enterprise, except for Cache development and QA, and any pre-approved changes.
  • Partners eCare (PeC) Production Infrastructure - Affects the PeC production environment.
  • Partners PeC Non-production Infrastructure - Affects the PeC non-production environment.
  • PeC Build Freeze - Affects and configuration code changes in the PeC production environment.

 

How do I ensure that my change does not conflict with an Enterprise Change Freeze?

From the ServiceNow navigation bar, click Change Freezes to display all current change freezes. You can also click Check Conflicts from any change record to ensure that your change is not scheduled for any Enterprise Change Freeze period. For additional information, see KB0028420 ().

 

What is a “Pre-approved change” and how do they work?

Pre-approved changes are low-risk, routine, repetitive changes that have never caused and incident/outage in the past. All of the “requests” for pre-approved changes are scheduled for review by the CAB.  Once they are approved for use, the requestor can open CRs related to these pre-approved changes.  Once submitted, these CRs go directly to Implement status, requiring no approvals thereafter for that type of change. For additional information, see KB0025840 ().

 

How do I create a change task?

At bottom of CR form, there is a row of tabs, labeled “Related Links.” Click the “Change Tasks” tab, and then click Add.  This will open a new pane. Add the tasks to be associated to the CR there.

 

How do I add additional Configuration Items (CIs) that my change will impact?

At bottom of CR form, there is a row of tabs, labeled “Related Links.” Click the “Affected CIs” tab, and then click Add. For details, see KB0034251.

 

How do I add an approver?

At bottom of CR form, there is a row of tabs, labeled “Related Links.” Click the “Approvers” tab and then click Edit... This will open a new pane. Add the additional approver there.

 

How do I reopen a closed change record?

Once closed, change records can be copied to a new change record by clicking the Copy Change button in the upper right corner. Note that you will need to enter any information that does not copy over from the previous change.

 

How does the IS Provisioning process work with change records?

Change records (CRs) are automatically generated by ServiceNow upon approval of the associated request tasks (RITMs) for IS Provisioning requests. The requestor must ensure that the CR is complete and all associated actions related to that CR are also completed. For details, see KB0033966.

 

What are parent-child change records and how are they used?

The Change Management process uses parent-child relationships between related change records (CRs) to help you better manage your configuration items (CIs). Parent-child relationships are applied by ServiceNow whenever you provision a new CI or decommission an existing CI as follows:

 

 New CI is provisioned to replace existing CI

New CI is the parent CR; ServiceNow autogenerates a child CR to decommission the existing CI.

 

 New CI is provisioned without replacing an existing CI

ServiceNow generates a parent CR only (no child CR)

 

Note: If it is later discovered that there should be a corresponding CR to decommission another CI, you will need to open a predefined change to decommission the existing CI. Then add the CR number to the parent CR (in the Related CHG tab).

 Existing CI is decommissioned without provisioning a new CI

ServiceNow generates a parent CR only (no child CR)

 

Note: If it is later discovered that there should be a corresponding CR to provision another CI, you will need to open a predefined change to provision the new CI. Then add the CR number to the parent CR (in the Related CHG tab).

 

ServiceNow

How do I request access to ServiceNow?

To request access to ServiceNow, see KB0021304.

 

When I click the link to go to ServiceNow and open a change request, I get kicked out to the Service Desk website. Why is that happening?

You don’t have an ITIL user account license. To request access to ServiceNow, see KB0021304.

 

How do I delegate my approvals, while I am Out of office?

For instructions for delegating approval access in ServiceNow, click here.

 

General

Where can I find additional information about the Change Management process used at Partners Healthcare System?

An eLearning module on PHS Change Management is available in HealthStream. Click Catalog in the menu bar at the top of the page, and search for “ServiceNow.” Access HealthStream using the Partners menu or by clicking here.

For additional information on our change management process, see KB0022575. Any other questions or requests related to Change Management should be entered into ServiceNow, assigned to ITSM Change Management - phs. You can also access a listing of articles about Change Management using the Knowledge option within the Self Service menu within ServiceNow. Within the IT Service Management category, select the Change Management subcategory.

 

Where can I find additional information about the Change Management process used for Epic application changes?

Partners eCare bi-weekly releases go through separate standard change practices. For additional information on the management of application changes within Epic, see the following:

 

I don’t see my CI as available to choose, meaning it’s not in the CMDB yet. How do I get it entered into the CMDB?

For instructions for adding a new CI to the CMDB, click here.

 

 - The associated KB article includes a training demonstration.


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