Should Planned Start/End Date values include validation,monitoring, review times or only CHG window?

HelyP
Mega Explorer

‎06-27-2024 10:47 AM

Should Start/End Date values on a maintenance task aka Change (CHG) in ServiceNow, include the time to implement task, validate task, monitor task, update task, and review task which could take up to several days? or only the actual change work (change window)?

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marcguegueniat
Kilo Sage

‎07-02-2024 08:43 AM

Hello,

I would say that it should include all the time the implementer actually works on the item.

That corresponds to the time the change is in the Implementing state.

It may include a time where the implementer unit tests what he has done, but this kind of review is different from the Review state of the change itself.

Post operation monitoring should not be included in change window, except maybe for some exceptional changes.

You may also think of it in terms of maintenance:

if something bad is seen on a CI, and this CI is in a change window, you may say "that's probably linked to the change", but if this happens outside of change window, then for sure there is an issue.

Regards,

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