Change Closure Codes Definitions

[Nickels]

The change manager at my company is looking for definitions that we can document for our change management process for the change closure codes. We've been looking and haven't found anything yet. Does anyone have a good resource of where I may be able to find some definitions that we can review? 

Appreciate the help!

-Chris

[Allen Andreas]

Hi,

From my past experiences, this has been a common definition for the change closure codes:

Successful

The Change was successful and met the defined business objectives defined by the change requestor. Partially Successful Some aspects of the Change were successful and met the business objectives defined by the requestor however, not all outcomes were achieved (e.g. Change partially addressed a service degradation incident).

Unsuccessful - Not Backed Out

The Change was unsuccessful but could not be backed out, or the backout attempt failed. This condition often leads to incidents that should be analyzed through problem management. Unsuccessful Changes that have no backout opportunity would also take on this closure code.

Unsuccessful - Backed Out

The Change was unsuccessful and the change was successfully backed out.

Cancelled

The Change was cancelled by the Change Owner at some point in the change lifecycle. This could be the result of budget cuts, changing business needs etc.

Rejected

While the Change may have been successfully validated by a Change coordinator, the Change does not meet organizational policies for the Change process (e.g. a Change to business processes, or staffing allocation).

This all depends on your organization and it can have different meaning...so ideally...your process manager should have already had this documented if you all have been using them.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Allen Andreas]

Thanks for marking the reply as Helpful.

If it also helped guide you correctly, please also mark as Correct.

The definitions above are pretty standard so there most likely won't be a whole lot of variation outside of the "generic" description above.

Thanks!

[Muzammil Sayed]

The OOB closure codes provided by ServiceNow for Changes are:

1. Successful

2. Successful with Issues

3. Unsuccessful

Can we get a definition of these closure codes ?

[Allen Andreas]

Hi,

I believe these change request closure codes can still be defined mostly by what I said above. The only thing I would add is for:

Successful with issues

This is where the change was successful, but there were issues that weren't enough to be an impact to prohibit going forward however, enough to note that there may be additional work needed to rectify the issue. As in, you implemented the change, but then something else popped up, perhaps unrelated to what you specifically did, and it may need to be addressed. It's not mission critical, but you don't want to say it was 100% successful, etc.

Please mark reply as Helpful, if applicable. Thanks!