How to use Change Management

How to create and submit a change request

1. Log into https://berkeley.service-now.com/
2. Authenticate using your CalNet ID and Password
3. On the left Navigation screen, Navigate to Change>Create New

Note: If you don't see this application when logged in, please email servicenow-support@berkeley.edu.

1. This will ask you to select the type of Change: Normal or Emergency

Note : Definition of normal and emergency change (check with Amit or see definition in the process document).

1. Select the appropriate change you want to submit. The difference between normal and emergency change is in the workflow. Emergency change skips assignment group approval and only requires CAB/Change Management Team approval.
2. Fill out the form with the required information

• Requested By
• Outage
• Short Description
• Description
• Planned Start Date
• Planned End Date
• Risk and Impact Analysis (Customer/System Affected Data can be captured in this field).
• Assignment Group (Select the group that will implement the changes).

1. Click Submit
2. Once a Change Request (CR) has been submitted, the CR will require approval (internal approval) from any one member of assignment group to move it to the next task in the workflow.
3. Click on Request Approval to start the workflow approval.
4. Any member of the assignment group can approve a change. The submitter may also approve the change he requests.

Approving a Change Request : Assignment Group Approval (internal approval).

This process helps with Change communication to members of the team submitting the request. There are 2 ways to approve/reject a change.

Within ServiceNow

1. Log into https://berkeley.service-now.com/
2. Authenticate using your CalNet ID and Password
3. Navigate to Service Desk>My Approvals.
4. Click on Change request
5. Click Approve button.
6. Approving the CR moves the change to the change management team (Amit, Steve, Laurie, and Tim) for approval. Approving a change status to Authorize.

Email Notification

1. You will receive an email notification when a change is submitted and it requires an approval from you.
2. Click on the link to log into ServiceNow to approve the Change Request.

Note : If a you are rejecting a change, you are required to add a comment for rejecting change. Also, when a change is rejected, the CR goes back to New status and the requestor is notified. The requestor can re-submit the change.

CAB Approval.

The CAB approval is managed by Amit Singh. This will be a manual process on Day 1.

A report will be sent out to all CAB members, with Changes that requires approval from CAB.

Once the change has been approved by CAB, Amit/Steve/Laurie/Tim will approve the Change request.

Approving the change request, changes the status to Scheduled.

Change Implementation.

1. When the Change requesting group is read to implement the change, click on implement.
2. This will open 2 tasks
   1. Implement
   2. Post Implementation Testing.
3. Complete the 2 tasks and be sure to close them to move to the next stage. The status changes to Review.
4. Review Change Request, add information about the implementation notes etc.
5. Add Codes code and Closed Notes to Close Change Request.