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Change Management

Change Management. Creating and Managing Change Requests in Service Desk Change Management. Agenda. Intro to Service Desk What is Change Management? Creating a new Change Request Actions Voting Gathering information Closed with Approval and Root Cause Review Q & A ****Important****

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Change Management

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  1. Change Management Creating and Managing Change Requests in Service Desk Change Management

  2. Agenda • Intro to Service Desk • What is Change Management? • Creating a new Change Request • Actions • Voting • Gathering information • Closed with Approval and Root Cause Review • Q & A ****Important**** LANDesk Service Desk should not contain any type of protected information.  Do not add or include PHI, SSN or student  information in your service request or knowledge articles.

  3. Intro to Service Desk • Menu/Toolbar : • Menu • Save vs. Save and Close buttons • Home • Change Groups • Incident Search • Dashboards: • Multiple Dashboards to choose from • Shortcut Groups: • Standard shortcut groups • Custom shortcut groups

  4. What is Change Management • Information Services Change Control procedures are critical to maintaining the availability, functionality and security of information systems that support patient care, financial, and other administrative business processes. • A change request form will be filled in for changes to the production environment. This is done to ensure that changes are sufficiently communicated to all potentially impacted customers. All changes must have management approval commensurate with their risk assessment levels (see Glossary section). • The Change Advisory Board (CAB) meets on a weekly basis to review requests for change to the IT environment, change assessments and implementation of changes. • All requested changes will be entered into the Change Management System prior to implementation. This includes FYI and Urgent changes. • More information about Change Management can be found here: https://my.portal.shands.ufl.edu/portal/page/portal/DEPT_CONTENT/DEPT_CORE/DEPT_CORE_IS/TechServ/Change-Mgmt

  5. Creating a new Change Request • User Details : • Requestor, Implementor, Creator(who created the CR) • Can search by Name, User ID, UFID, Shands Badge ID, or Domain • Can use % as a wild card to help search for users • Who is Impacted • What is Impacted • Approval Patch • CAB - Time requirements – one week with no downtime, two weeks with a downtime • Urgent - Implementation start must be at least 24 hours out. Anything shorter is an Incident • Manager - Requires a manager vote. You select the manager from the Manager drop down list. • FYI - Same as a manager approval path except FYI sends an email to most of IT once the manager has approved the request. • Self • Jax CAB – Used for Jax specific changes that don’t affect Gainesville • Jax Urgent – Used for Jax specific Urgent requests that don’t affect Gainesville • Change Risk • Minor • Significant • Major • Change Impact • Low • Medium • High • Manager – Must select the manager from the Manager drop down • Financial Impact

  6. Creating a new Change Request (cont) • Dates – • Implementation Start/End • Downtime Start/End – Check the box if needed, then select the correct start/end dates for the downtime. • ***Very Important!! • Dates will auto-populate with the current date and time in the thick client. You must set your dates correctly. Once you submit the CR you can NOT modify the dates. If the dates are incorrect you will have to cancel and resubmit the change request. • Dates will not auto-populate in WebDesk, but you will have to enter the date AND time. If you only enter the date and not the time it the CR will not submit correctly and you will need to cancel and resubmit the CR.

  7. Actions • Mandatory Actions: • Cancel • Cancels the change. Reason will be required. • Validate Fields • Verifies the CR is filled out correctly and is following the required date criteria. • Some additional actions may be required if the validation fails. • Submit - PLEASE Triple check the CR before submitting. • You will only get the Submit button after all fields have been Validated in the Validate Fields action. The Submit button will only be available for 12 hours after the CR has been validated. • Once a CR has been submitted it is locked and can NOT be changed. • Back to Build • Puts the CR back into the build state. • Modify Dates • Remove DT check box • Add Downtime Notification • This action will show up if you have a CAB or Urgent CR with a downtime. Enter the wording that should go into the weekly downtime notification. • Select Manager • Only needed is using the Manager approval path. If you forget to select a Manager you will get a Select Manager button when Validating the CR.

  8. Actions (cont) • Optional Actions : • Optional actions are just that…”Optional Actions”. They can be used multiple times or don’t have to be used at all. • Most common optional actions: • Add Attachment • Add User Acceptance Attachment • Add Change Note • Vote used for Email Only. • Action needed for the email voting to work. Not used in the console. • Modify Change • Remove DT check box

  9. Voting • Vote from Email • Bottom of CR • Vote Action • Make sure you are in the correct CM group • Vote from Queries • Bulk voting – vote on multiple changes at one time.

  10. Gathering Information • Incident Tree – Folder structured record of history of the change request. • Audit Trail – Detailed history of the change request. More difficult to navigate, but may contain information not found in the Incident Tree. • Queries – • Queries located at the bottom of the change request window • Vote CAB tab • Queries located in the Queries shortcut group • All Changes Requiring a Vote by Current Group • Make sure you are in the CM group • Changes Implemented, Requested, Created by Me

  11. Not Approved and Root Cause Review • Not Approved state: • CRs will be moved to the Not Approved state once the implementation Start time has passed IF the CR has not been approved by then. • Two options in this state • Close without Approval – Requires a form explaining why this chance was implemented without approval. • Cancel • Root Cause Review: • Available once a change has been closed. Used to be an external form filled out in Word and submitted to Change Control board. Now is captured as part of the CR.

  12. Q & A • Send comments about the instruction/instructor(s) to Lewis Drageset, dragel@shands.ufl.edu • Email our team: • Joe Schentrup – jschen@ufl.edu • Mark Sheridan – sherim@shands.ufl.edu • Trouble with access – submit a Service Request, assign to Identity and Access Management • Trouble with use – submit a Service Request, assign to Client/Server Integration

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