1. Open RFC in ServiceNow, on closure information tab, Change Implementer select close code ‘unsuccessful’ and PIR Review tab appears

2. Change Implementer completes the ITS PIR form at ITS Service Management PIR under PIR Report section.

3. Once completed, the form contains a workflow that will automatically notify Change Approver via email.

1. Note: Ensure the correct email address is entered in the Change Approver email field.

4. Change Approver receives notification of PIR with a link to the SharePoint list and a task is assigned in ITS Service Management Teams Planner.

5. ITS Service Management SharePoint

1. Change Approver reviews PIR & updates the below fields in the SharePoint List
   
   
   1. Double click on the PIR Report to open and edit the fields.
   2. Was the failure major or critical? (Y/N)
   3. PIR Review Date
   4. PIR Approved (Y/N)
   5. Add any external attachments
      
      

6. ServiceNow

     a. Change Approver open RFC in ServiceNow, select PIR Review tab and select one of the options

1. Failed change result: No Issues
2. Select ‘No Issues’
3. Fill in the date PIR was reviewed and EID of reviewer

   

4. Failed change result: Major or critical incident

5. Select ‘Major or critical incidents’

7. Microsoft Teams – Planner Task

1. Change Approver will review Planner Task for any action items and track within the Planner Task.
2. Planner Task will automatically be assigned to Change Approver for review.

8. CAB Facilitator

1. Before the CAB meeting, runs a report for RFC failed change result with ‘major or critical incident’
2. After the CAB meeting, fill in the date the PIR was reviewed by the CAB

9. All PIR reports are archived on the ITS Service Management SharePoint site.