Global Business Services (GBS) Change Advisory Board (CAB)

1. Global Business Services (GBS) Change Advisory Board (CAB) Service-now Change Module Instructions by Role

2. Table of Contents Table of contents

3. GBS Change Advisory Board Implementation - Executive Decision Made Where are we and How did we get here? • Executive Decision • The Change Advisory Board was established to be the permanent executive management group for the SGBS – they will be responsible for reviewing changes submitted through the CAB process • GBS Executive management team has approved a standard process that should be followed for requesting changes to any policy, process or procedure at the GBS. • Why – maintain process design, consistency , and standardization of changes. • A system (Service-now) has been developed to support the process/approval flow of change requests submitted -- logging, tracking, and approving Change Requests. • GBS staff should follow the procedures – all stakeholders • If a change in Scope, System, Policy, Process or Procedure is needed, the change should be requested, logged and tracked by the GBS/CAB PMO • Process Leads will be involved in all change requests. Their role will be to assess, analyze and discuss the change with all stake holders and present it to the Change Advisory Board (CAB) as needed • No change should be made to the GBS Procedures unless approved by the Process Lead/CAB PMO ●

4. Although most Change Requests will need to be logged into Service-now, the approval requirements will depend on the impact of the change. Not all changes will need to go through the entire CR approval flow process. The Process Leads will make key decisions on the level of approval required. All CRs will require Process Lead approvals. High Level Process Flow New CR 1. Review / Approve CR and assign to Process Lead Process Leads are responsible for communicating to all relevant departments to obtain their input and approval. 2. Approve CR Other Dept. review /input required? CAB Review Required? NO NO Compliance Review required? NO 4. Coordinate additional approvals. Approve CR B YES YES YES YES 3. Approve CR Okay for Process Lead to proceed? A NO

5. Although most Change Requests will need to be logged into Service-now, the approval requirements will depend on the impact of the change. Not all changes will need to go through the entire CR approval flow process. The Process Leads will make key decisions on the level of approval required. All CRs will require Process Lead approvals. High Level Process Flow New CR (email) • Review / Approve CR and Review with SEAP Process Lead (Service Now) Process Leads are responsible for communicating to all relevant departments to obtain their input and approval. 2. Approve CR Other Dept. review /input required? CAB Review Required? NO NO Compliance Review required? NO 4. Coordinate additional approvals. Approve CR B YES YES YES YES 3. Approve CR Okay for Process Lead to proceed? A NO

6. Although most Change Requests will need to be logged into Service-now, the approval requirements will depend on the impact of the change. Not all changes will need to go through the entire CR approval flow process. The Process Leads will make key decisions on the level of approval required. All CRs will require Process Lead approvals. High Level Process Flow New CR 1. Review / Approve CR and assign to Process Lead Process Leads are responsible for communicating to all relevant departments to obtain their input and approval. 2. Approve CR Other Dept. review /input required? CAB Review Required? NO NO Compliance Review required? NO 4. Coordinate additional approvals. Approve CR B YES YES YES YES 3. Approve CR Okay for Process Lead to proceed? A NO

7. Although most Change Requests will need to be logged into Service-now, the approval requirements will depend on the impact of the change. Not all changes will need to go through the entire CR approval flow process. The Process Leads will make key decisions on the level of approval required. All CRs will require Process Lead approvals. High Level Process Flow New CR 1. Review / Approve CR and assign to Process Lead Process Leads are responsible for communicating to all relevant departments to obtain their input and approval. 2. Approve CR Other Dept. review /input required? CAB Review Required? NO NO Compliance Review required? NO 4. Coordinate additional approvals. Approve CR B YES YES YES YES 3. Approve CR Okay for Process Lead to proceed? A NO

8. Although most Change Requests will need to be logged into Service-now, the approval requirements will depend on the impact of the change. Not all changes will need to go through the entire CR approval flow process. The Process Leads will make key decisions on the level of approval required. All CRs will require Process Lead approvals. High Level Process Flow (Continued) 5. Provide input / approval via email to Process Lead B The Process Lead will coordinate if other Department reviews are needed (continuation of #4 from the previous slide). 6. Compliance review / approval Uploading procedures on SharePoint will be the responsibility of the Procedure Gate Keeper. 7. CAB Review 8. Manage update of SharePoint, Close CR, Communicate New Task Create new tasks (if procedures need to be drafted?) A YES NO

9. Guiding Principles All changes that impact the standard process , systems and controls need to go through the Change approval process The CAB will comprise of SGBS, SPE and SEAP members All approvals need to be in writing All supporting documentation and approval need to be attached to the CR in Service Now and refer the CR #

10. Proposed process FOR SEAP PROCESSES SPE process lead assign to CAB PMO Submit for CAB Approval Request for Change from SGBS SPE Process lead review with SPE Compliance and IT Approved Create CR in Service Now Submit to SGBS Team Lead Submit to / SPE Process lead for Approval Request for Change from SEAP Review with SEAP process leads Team leads change the status in Service Now to SEAP Reviewed SEAP review and coordinated with SEAP Compliance; IT and other as needed SEAP informs to SGBS Team Lead Approved/Rejected Service Now Email workflow

11. Roles and Responsibilities – Matrix How do You Fit within the Process?

12. Roles and Responsibilities – Pre CAB (1/2) How do You Fit within the Process? • Change Requestor • Initiates the Change Request (CR) in Service-now • Includes detailed information into the CR (i.e. revised procedures or description of the change design) • Completes any templates (Compliance, CAB etc. ) if required • Assigns the CR to the appropriate GBS Team Lead/Mgmt after creating the CR in Service-now • Responds to requests for additional information on the CR within the designated timeframe • GBS Team Lead / Line Manager • Reviews CR and any of the details (i.e. revised procedures or description of the change design) from Change Requester for accuracy, completeness and scope • Submits CR to Local CI Manager after reviewing • Responds to requests for information from Local CI Manager • Ensures that procedures are developed according to GBS procedures standards • Local CI Manager • Analyzes proposal and provides feedback from a best-practice perspective • Determines whether CR contains sufficient amount of information • Approves CR to be submitted to Pre-CAB Committee • Assigns CR to a Project Lead after approving • Ensures the CR is prepared and submitted to the Pre-CAB committee after notified by Project Lead • Responds to requests for more information from the Pre-CAB committee

13. Roles and Responsibilities – Pre CAB (2/2) How do You Fit within the Process? • Project Lead • Obtains feedback from other groups as needed (SAP, ITF, Compliance, Global Process Leads, other CI teams) • Informs the Local CI Manager when all feedback is obtained so he/she can prep for Pre-CAB • Pre-CAB Committee • Consists of standing members and additional members as needed • Reviews and approves the change • Determines whether the change needs to be submitted to CAB for approval • Activities before Pre-CAB Review • Performs all necessary research and includes notes in Service-now • Collects all required information from other departments and communicates as needed (IT, Tax, Treasury, etc.) • Determines whether the change should be considered a global change • Activities after Pre-CAB Review • Drives progression of CR (i.e. schedule follow-up meetings, gather required information, create presentation deck for CAB) • Communicates status of the CR with the GBS and other business units • Responds to denials or deferrals of a CR from Pre-CAB Committee • Informs CI Local Manager of denials or deferrals of CRs to initiate the closing or holding status

14. Roles and Responsibilities – CAB How do You Fit within the Process? • Local CI Manager • Prepares for CAB Committee review with global stakeholders • Submits CR to CAB for review and approval • Responds to requests for additional information made by CAB PMO and CAB Committee • Updates the status and priority of the CR after review by CAB • Monitors change and updates implementation status if CR was approved and closed • Change Advisory Board (CAB) Committee • Participates in CAB meetings • Evaluates the CR • Provides decision on CR • Assigns priority and expected completion if CR is approved • CAB PMO • Reviews CR and determines whether more information is needed prior to CAB evaluation • Schedules CAB meetings, sets agenda, and invites participants • Distributes meeting materials and facilitates CAB meetings

15. Requester Guidelines for Raising CRs CR Categories and Submission Guidelines • Please use the following guidelines to decide whether or not a CR needs to be logged into the Service-now Change Management module. • When to log a CR in Service-now: • Process Changes • An existing GBS process needs to be changed • A new process needs to be developed • Procedure Changes • An existing procedure needs to be revised • A procedure does not exist and needs to be created • System Changes • A new system is going to replace an existing system • A new system is replacing a manual process • A new system report needs to developed by IT or an existing system report needs enhancement • System functionality needs to be enhanced • Template (e.g. Excel spreadsheet) needs to be revised, or newly created • System access changes need to be made to the role of a GBS employee • Scope • New activities are being moved to GBS from ITF/Operation • Activities are being transferred to the ITF/Operation from GBS • A legal entity has been created/dissolved by ITF and GBS needs to support it • Some Examples of when a CR may not be needed: • Personnel changes: • When the role of GBS employee is being transferred from one employee to another in line with process design • When a new employee is on-boarded • Password reset for a GBS employee or requesting access to a system for new employee • Changes to bank account signatories

16. Requester Guidelines for Raising CRs - Continued CR Categories and Submission Guidelines • Canceling Change Requests • CRs can only be canceled by the Requester. • When canceling a CR, ensure that there will be no need for it in the future. Once a CR is cancelled in Service-now, it cannot be reopened. When in doubt, raise a Change Request and request approvals

17. GBS Team Lead/Management Guidelines for Submitting a CR GBS Team Lead/Line Manager Guidelines • When a GBS Team Lead or Line Manager submits a CR to a Process Lead, the CR should contain all pertinent information including: • An accurate Impact and Urgency rating (see slides outlining impact and urgency ratings) • A Long Description which is detailed enough for the Process Lead to understand what is being requested. • Example of insufficient detail – “Revise the way GBS accounts for 2wt T&E card payments” • Example of sufficient detail – “Revise the 2wt T&E card payments from booking against each Company Code (2wt NL has multiple Co Codes: 5287, 5278, 5290 & 5291) to one single Co Code during the payment process. The amounts will then be reclassified using 2 step Intercompany.” • A Justification which is detailed and explanatory, including: • The reason for the change • The Impact to GBS (and outside GBS – if applicable) • System changes needed (if applicable) • Changes to the process flow (if applicable) • Changes to Controls (steps marked with “c” in the Process Flows – if applicable) • Any Attachments where applicable, such as revised procedures that incorporate any changes in Tracked Changes edit view. • Templates/forms • Emails that indicate approvals/background • Link to queries that contain background information

18. GBS Team Lead/Management Guidelines for Submitting a CR - Continued GBS Team Lead/Line Manager Guidelines • Ascertain if Compliance review will be required and include the following information if applicable: • Impact to Control Environment • Identification of Primary SOX process controls • Identification of Secondary SOX process controls • IT general controls – system changes, system enhancements, new system etc. • Risks (what could go wrong?) and compensating control (if applicable) • Segregation of Duties (SOD) – if change will result in SOD, what is the mitigating control? • Impact to original process design • Include original and proposed process design as attachments • Impact to existing SPE policy (Accounting, COFA, etc.) • Identify any exception to policy

19. Process Lead Guidelines • Process Lead Guidelines for Submitting a CR • When a Process Lead submits a CR to the GBS Director, Compliance or CAB the CR should include information that is pertinent to the reviewer: • Note: CRs that are immaterial (e.g. Impact is Med or Low) do not need GBS Director, Compliance or CAB approval (no Check boxes are checked) • Examples of immaterial changes include – Additional screenshots being added to procedure to better explain the procedure, additional field to a report that requires minimal effort/cost. • Check Boxes • When any of the check boxes (Compliance Review, CAB Review or Addl Department Review) is selected, the CR will be routed to the GBS Director for review • When Compliance Review is selected, the CR is also routed to CAB immediately after Compliance approval • GBS Director Review • A preliminary assessment of the Impact of the CR is included. Such as: • Validation of the GBS Team Lead’s assessment on the impact of the CR within and outside the GBS • Independent assessment of the resource requirements to implement the change, whether there will be a need of incremental resources or if it can be absorbed existing resources • Independent assessment of the scope of the CR as it relates to LOB and Territory • Whether or not CAB and/or Compliance approval will be required for the CR • Whether or not other SPE department will need to be involved and if so, who? • Other options that could be explored to achieve the same results • CAB Review • CRs that rate High or above in impact or urgency will require CAB review (Get CAB buy-in to the definition.) • Submit CR in standard CAB template 19

20. Process Lead Guidelines • Process Lead Guidelines for Submitting a CR – Continued • Compliance Review: • Select Compliance Review if the CR meets any of the following requirements • Changes that impact SOX controls • Changes that impact controls (including SOD) • Changes that are not in line with SPE policy • Changes to SPE Policy (Accounting, COFA, etc.) • System Changes (major new systems or major enhancements) • Ensure that information in all CR fields are accurate • Include the following information if applicable: • Impact to Control Environment • Identification of Primary SOX process controls • Identification of Secondary SOX process controls • IT general controls – system changes, system enhancements, new system etc. • Risks (what could go wrong?) and compensating control (if applicable) • Segregation of Duties (SOD) – if change will result in SOD, what is the mitigating control? • Impact to original process design • Include original and proposed process design as attachments • Impact to existing SPE policy (Accounting, COFA, etc.) • Identify any exception to policy • Tasks • If any new tasks are created, ensure that all approvers who have approved the original CR are included in the review of the tasks if needed If there is any doubt about a CR, please include Compliance and CAB as approvers 20

21. GBS Director Guidelines for Submitting a CR GBS Director Guidelines • GBS Director is required to clearly indicate the reason for Approval/Rejection in the comments section.

22. SPE Compliance Guidelines for submitting a CR SPE Compliance Guidelines • Compliance department is to clearly indicate the reason for Approval/Rejection in the comments section.

23. CAB PMO and Procedures Gate Keeper Guidelines for submitting a CR CAB PMO and Procedure Gate Keeper Guidelines • CAB PMO • Check to see if all elements of the CR and related tasks are completed before closing a CR • Create new tasks and assign as needed for pending work • Even after CAB approval, additional work like creating procedures may exist. CR should be left open and new tasks created for all assignees and approvers of the remaining tasks • Develop and run reports for the CAB and other stakeholders appraised of the status of the Change Request • Procedures Gate Keeper • Action Tasks as assigned by the CAB PMO • Provide confirmation to the CAB PMO that procedures have been updated when closing the related tasks

24. Impact and Urgency Rating Guidelines Impact and Urgency Rating Guidelines DRAFT CRs that are categorized as Critical or High will be sent to the CAB for review. Also, any CR that is compliant dependent will be reviewed by the CAB.

25. Impact and Urgency Rating Guidelines Impact and Urgency Rating Guidelines DRAFT CRs that are categorized as Critical or High will be sent to the CAB for review. Also, any CR that is compliant dependent will be reviewed by the CAB.

26. Accessing Service-now Accessing Service-now From mySPE, you can click on the “Service-now” button on the Apps Menu You will be routed to the log-in screen for Service-now URL - https://spe.service-now.com

27. Service-now Screen Shots and Instructions by Role

28. Accessing the Change Management Module in Service-now – QA Environment Accessing the Change Management Module • Login at Training: https://spetrain.service-now.com • Type in your SPE User IDin the User name box and type the word “gbs11” in the Password box. • Click on the Login button. Once in the system, look to the left tool-bar on your computer screen under the “Global Business Services” header. You will see an area for “Change”. It is here where you will be able to select options to create a new CR, view open CRs, view closed CRs, and view all CRs. You will also be able to manage Change Tasks that are associated with CRs.

29. Creating a New Change Request (CR) All Roles – Change Requestor Under the Change menu, click on “Create New”. New Change Request Screen should look like this

30. Creating a New Change Request (CR) All Roles – Change Requestor A Change Requestor must make sure to complete the following fields on the new Change Request form. All required fields will have red bars (that will turn green when populated). Please see “Service-now: GBS Change Management Module Fields” for additional details related to Service-now fields. Select the process that this CR has an impact on from the drop-down menu (e.g. RTR, PTP). Insert the GBS Team Lead name (Please reference the Roles and Responsibilities Matrix – Slide 5 of this deck). Note: You DO NOT have to insert the Process Lead name. Once you select the Process, you will be able to select a sub-process, as it relates. You may enter the urgency and impact based on the criteria outlined in the Appendix, but please note that the Process Lead will assess and determine the right level for these fields. Click on the magnifying glass to see a list of categories (e.g., Process Change, New procedure). Select the choices most appropriate for your CR. You can select more than one. Click on the magnifying glass to view a selectable list of all countries and lines of businesses. The short description is a simple statement describing the change The details of what you are trying to gain approval on as it relates to this CR, should be outlined in the description. Include information as to why does this change need to be made and the consequences if it is not.

31. Creating a New Change Request (CR) All Roles – Change Requestor In addition to filling out the required fields, the Change Requestor should attach associated documentation for the change. (Please see “Adding An Attachment” for additional details on how to attach a document). Any documentation associated with the change can be added by using the attachment link here. E.g., existing procedure(s), new procedure document with track changes, impacted controls

32. Creating a New Change Request (CR) All Roles – Change Requestor • Once you have inserted all the information in all required fields, you will need to click on the “Request Approval” button on the right-hand side, top toolbar. • Note: “Save” will save the CR without sending it to the next reviewer. • The change will then be routed to the next reviewer/approver (i.e., GBS Team Lead). You will get a confirmation of this via an email from the GBS CR Service-now email ID. • Note: If you are the GBS Team Lead submitting a CR, you will need to approve the CR in the system in order for it to move to the next reviewer/approver (i.e. Process Lead). • To view any CRs that you have created, click on “My Changes” on the left side tool bar. It will take you to a list of CRs created by you. View of the My Changes Window

33. Linking a Change Request to a Query – All Roles All Roles – Linking a Change Request to a Query • Create the Change Request and save it. • Scroll down to the Queries section and click on the “Edit” button. • Select the query or queries you want to link to the Change Request and click on the right arrow button to “Add” it to the list.  Then click on the “Save” button. • If you can’t remember the query number, you can apply a filter to narrow down the selection list.  Enter the filter criteria and click on “Run Filter.” • Your query will now be attached to the CR and will show on the “Queries” tab.

34. Reviewing and Approving a New Change Request – GBS Team Lead or Line Manager GBS Team Lead / Line Manager Once a CR is created and submitted for your review /approval, you will receive an email notification. Within the notification you can click on the “LINK” that will take you to the CR. Once you are in Service-now, you will be routed to the CR where you will need to type in the “Process Lead” name based on the associated process as it relates to the CR (e.g. Maria Ortega for RTR) If you are already in the Service-now system and want to see CRs that are pending your review / approval, you can click on “Open” or “My Changes” to view all open CRs and their associated stage in the review and approval process. You can then scroll down to review the CR description, justification, and any notes/activities.

35. Reviewing and Approving a New Change Request – GBS Team Lead or Line Manager GBS Team Lead / Line Manager A GBS Team Lead must make sure to complete and review the following fields on the Change Request form. All required fields will have red bars (that will turn green when populated). (Please see “Service-now: GBS Change Management Module Fields” for additional details related to Service-now fields.) Insert the GBS Process Lead name (Please reference the Roles and Responsibilities Matrix – Slide 5 of this deck). If approving the CR to continue through the process, make sure the short description and the detailed descriptions are accurate and comprehensive. Read the justification and ensure that it is feasible for the change being submitted.

36. Reviewing and Approving a New Change Request – GBS Team Lead or Line Manager GBS Team Lead / Line Manager As the GBS Team Lead or Line Manager, if you would like to include additional attachments prior to sending the CR through the rest of the process, you may do so. Please see “Adding An Attachment” for additional details on how to attach a document). Indicate in the description that an attachment has been added. Any documentation associated with the change can be added by using the attachment link here. E.g., existing procedure(s), new procedure document with track changes, impacted controls

37. Reviewing and Approving a New Change Request – GBS Team Lead or Line Manager GBS Team Lead / Line Manager If there have been documents attached to the CR, they will show up underneath the blue toolbar. The GBS Team Lead will need to review the attached document(s) as a part of the review process. Any notes captured by the previous reviewers as it relates to the CR will be logged in the “Activity” log that can be collapsed or expanded by clicking on the “+” or “–” symbols.

38. Reviewing and Approving a Change Request – GBS Team Lead or Line Manager GBS Team Lead / Line Manager • After reviewing the information, scroll down to the bottom of the page where you will see three tabs. Click on the “Approver” tab. • You will see the state of the request, approver name (which will be the GBS Team Lead name), when the CR was created, and where it is in the workflow (e.g. GBS Team Lead approval). • Under “State”, click on “Requested”. • You will be routed to the approval page where you can add comments to the CR and either approve or reject the CR to progress within the approval process. There are two places where you can click on “Approve” or “Reject”.

39. Reviewing and Approving a New Change Request – GBS Team Lead or Line Manager GBS Team Lead / Line Manager • The change will then be routed to the next reviewer/approver (i.e., Process Lead). You will get a confirmation of this via an email from the GBS CR Service-now email ID. • Note: If you are the GBS Team Lead or Line Manager submitting a CR, you will need to approve the CR in the system in order for it to move to the next reviewer(s)/approver(s) according to the process. • You MUST place notes in the “Approver Comments” box before you reject a CR. Best practices suggest placing notes for approved CRs as well. • After you add your “Approver Comments” you must select “Approve” or “Reject” so that the CR can continue in the process. Important Reminders: The icon for Attachments can be found on the upper right-hand corner of the toolbar.

40. Reviewing and Approving a New Change Request – Process Lead Process Lead Once a CR has been approved by the GBS Team Lead, you will receive an email notification. Within the notification you can click on the “LINK” that will take you to the CR. Once you are in Service-now, you will be routed to the CR where you will need to review the information submitted and make sure to update any additional details. If you are already in the Service-now system and want to see CRs that are pending your review / approval, you can click on “Open” or “My Changes” to view all open CRs and their associated stage in the review and approval process.

41. Reviewing and Approving a New Change Request – Process Lead Process Lead A Process Leads must make sure to complete and review the following on the Change Request form. All required fields will have red bars (that will turn green when populated). (Please see “Service-now: GBS Change Management Module Fields” for additional details related to Service-now fields.) Dependent on the nature of the change, you will need to assess any additional reviews (i.e., Compliance, CAB, Other Departments). Also, Process Leads should make sure that the Priority and Impact levels are accurate based on the guidelines. If approving the CR to continue through the process, make sure the short description and the detailed descriptions are accurate and comprehensive. Read the justification and ensure that it is feasible for the change being submitted.

42. Reviewing and Approving a New Change Request – Process Lead Process Lead As the Process Lead, if you would like to include additional attachments prior to sending the CR through the rest of the process, you may do so. Please see “Adding An Attachment” for additional details on how to attach a document). Any documentation associated with the change can be added by using the attachment link here. E.g., existing procedure(s), new procedure document with track changes, impacted controls

43. Reviewing and Approving a New Change Request – Process Lead Process Lead If there have been documents attached to the CR, they will show up underneath the blue toolbar. The Process Lead will need to review the attached document(s) as a part of the review process. Any notes captured by the previous reviewers as it relates to the CR will be logged in the “Activity” log that can be collapsed or expanded by clicking on the “+” or “–” symbols.

44. Reviewing and Approving a New Change Request – Process Lead Process Lead • After reviewing the information, scroll down to the bottom of the page where you will see three tabs. Click on the “Approver” tab. • You will see the state of the request, approver name (which will be the GBS Process Lead name), when the CR was created, and where it is in the workflow (e.g. GBS Process Lead). • Under “State”, click on “Requested”. • You will be routed to the approval page where you can add comments to the CR and either approve or reject the CR to progress within the approval process. • The change will then be routed to the next reviewer/approver (i.e., GBS Director). If you have indicated that the change needs to have Compliance review, CAB Review, or any other department review, the CR will also be routed to the necessary individuals. There are two places where you can click on “Approve” or “Reject”.

45. Reviewing and Approving a New Change Request – Process Lead Process Lead • If GBS Compliance Review or Other Department Review is required for the CR, the Process Lead will either receive an email notification of the approval status or email notification of the rejected status. If approved, the Process Lead will await the GBS Director Review. • After GBS Director Review: • If the CR is approved by the GBS Director, you will receive an email notification and you will be assigned a Change Task that you must Close in order to have the CR continue to flow in the process. If the CR was rejected, you will be notified of the rejected status.

46. Reviewing and Approving a New Change Request – Process Lead Process Lead • After GBS Director Review (continue): • If the CR is approved by the GBS Director, you will receive an email notification and you will be assigned a Change Task. Click on the “Link” to take you directly to the Change Task. • To close the GBS Director generated Change Task, click on the “Close Task” button on the toolbar on the top right-hand side of the screen. If you are already in the Service-now system and want to see Change Tasks that are pending your review, you can click on “Open Tasks” or “My Tasks” to view. If you want to add make changes to the description or any of the editable fields before closing the task, make sure that you click on the “Save” button BEFORE closing the change. You can also add any attachments before you close the change task by clicking on the attachment icon.

47. Reviewing and Approving a New Change Request – Process Lead Process Lead • Once the Change Task is closed, the CR will continue to route through the review and approval process. • If the CR doesn’t need CAB Approval but needs updated or new documentation stored on SharePoint, the CR will route to the CAB PMO and it will be their responsibility to create a Change Task(s) and assign to the appropriate parties, which includes the Procedures Gatekeeper uploading any documentation. • If the CR needs CAB Approval, the Process Lead’s closing of the GBS Director initiated Change Task will route an email to the CAB and the CAB PMO for review and approval. • If the CAB approves the change, it will be up to the CAB PMO to “Close” the change or assign associated Change Task(s). The Process Lead will be notified of this activity via email notifications from Service-now.

48. Reviewing and Approving a New Change Request – GBS Director GBS Director Once a CR is created and submitted for review /approval, you will receive an email notification. Within the notification you can click on the “LINK” that will take you to the CR. Once you are in Service-now, you will be routed to the CR where you can review the CR description, justification, and any notes / activities. If you are already in the Service-now system and want to see CRs that are pending your review / approval, you can click on “Open” or “My Changes” to view all open CRs and their associated stage in the review and approval process.

49. Reviewing and Approving a New Change Request – GBS Director GBS Director If there have been documents attached to the CR, they will show up underneath the blue toolbar. The Process Lead will need to review the attached document(s) as a part of the review process. Any notes captured by the previous reviewers as it relates to the CR will be logged in the “Activity” log that can be collapsed or expanded by clicking on the “+” or “–” symbols.

50. Reviewing and Approving a New Change Request – GBS Director GBS Director • After reviewing the information, scroll down to the bottom of the page where you will see three tabs. Click on the “Approver” tab. • You will see the state of the request, approver name (which will be the GBS Director name), when the CR was created, and where it is in the workflow (e.g. GBS Director). • Under “State”, click on “Requested”. • You will be routed to the approval page where you can add comments to the CR and either approve or reject the CR to progress within the approval process. There are two places where you can click on “Approve” or “Reject”.