Change Request Form - Detailed Look
In the left hand navigation panel select "Create New" Under Change
You will see the following options
Select the first option, Normal. (Emergency and Expedited will open up the same form as Normal, but will change the TYPE field from Normal to Emergency or Expedited, respectively)
The change form is broken up into 7 separate categories:
The workflow shows you what step of the change management process the request is currently at.
Ticket details show you fields for a description of the change request, it's unique number, the requester, type, and state. This is also where you will assign the change an assignment group and configuration item.
For a detailed list of which assignment group owns a particular Change Management Configuration Item check out: KB0018293
The Risk field always starts at -none- but will auto generate depending on your answers to the risk assessment fields further on in the form.
The planning fields are where the requester will detail the justifications for the requested change, how they will implement said change, a risk analysis, a backout plan, and if there is any way to test the change before it goes into full production.
You can also control notifications to service owners and create a service portal outage from this tab.
The schedule contains all the information for when your change request will be implemented. These dates are provided by the change requester but can be changed by the request approver . If the change requires CAB approval then the CAB delegate will also leave their name in the related field.
These fields may be left blank if the Security Sensitive checkbox in Risk Assessment is checked.
The Notes fields will be familiar to anyone who's used ServiceNow for ticket handling before. Additional Comments are messages that will go out to watchlist members on the tickets, while work notes are for internal use. You can add as many users as you'd like into the watch list field for customer visible notes, and add users to the work notes list for work notes updates.
Closure information is where you denote if the change was successful or not, along with any closure notes.
If the change is marked as unsuccessful, two new fields will appear:
The PIR (Post Implementation Review) is required for unsuccessful changes as well as a failure reason.
The risk assessment fields are where you enter in the details on the magnitude of your change. Your answers to these questions will determine what the Risk field in ticket details will change to and the level of approvals your change will require.
The CSU Communication Required and Impacts Security of Information checkboxes will not trigger any actions if checked, but are used for reporting purposes. When you run a report for change tickets, you will be able to call upon change requests where those fields have been checked.
Checking Security Sensitive will make it so that a planned date is NOT required for that particular change. You may use this when you don't want to advertise when a change is happening.
Checking CAB Required is a reportable field and it will ALSO add an extra step of authorization to the change request. If CAB Required is checked, then the CAB will need to approve the change request after the manager of the assignment group authorizes it.
RISK ASSESSMENT CHART:
The following chart will show you the RACI (Responsible, Accountable, Consulted, and Informed) levels depending on the risk of the change, you can see who is expected to do what at any particular stage of a change request's workflow:
Before you can request approval for your change you must fill out the following fields: