Routine Change

[Baggies]

I am interested how other users have implemented Routine Change.
We use comprehensive mostly, and Emergency. My thoughts on using Routine change are to create a "catalogue" of routine changes, which do not need CAB approval. These are repeatable changes, that occur regularly, such as patching, server installs (IMAC), Generator testing, reocurring updates that are pre-tested and have minimal impact, something along those lines. Our comprehensive changes go through rigorous approval from dev, qa, and managers, before they hit CAB. Emergency changes are submitted sometimes after implmentation, so don't have CAB approval, but are reviewed weekly so no one is bypassing the process.
I am looking for definition, and solid processes which other users have employed and are willing to share. Our process ensures (through scripts) that requesters cannot be approvers, and the onus is really on the requester to evaluate risk.
By creating a defition of 'Routine" we can incorporate it into our Change Policy, have some prefined guidelines I m thinking that we could have CAB review an application to have a change classified as routine. The routine change would have a template or workflow which is reused and have set tasks associated with them.
Any thoughts? Want t share a proven process? Appreciate any input. Thanks, Mark S.

[tony_fugere]

I've had customers use Knowledge articles as the documented Routine process. Then, there is a required field on the Routine change form to enforce the choosing of the appropriate KB in order to submit a Routine Change.

I've also had customers use Record Producers to enforce templates based on certain boiler plate Routine Changes (server reboot, etc).

Then, UI Policies based on Type is Routine allows for the enforcement of read-only/mandatory fields on the form. You could/should go beyond that with Access Controls, too such that people cannot List Edit or manipulate the record inappropriately in other ways.

The workflows behind both of these customers are simple though. Mark it approved. The only reason we even built a workflow was to establish a working base for future enhancements.

[sgrison]

Those are some great options presented by Tony. I will add another one to the list..

You can use a wizard to guide the user to the appropriate Change Type including specific Routine Changes.

After selecting 'Create new' under Change application present the following

-> Comprehensive
-> Emergency
-> Routine

If they select Routine you can display a list of routine changes. Based on the routine they select you can have it launch a template or specific view

-> Comprehensive
-> Emergency
-> Routine
- Server Patch
- Server Reboot
- Etc

[karenmueller]

So would you do this in CMS or in Service Now proper?   Is this wizard you mention something "built in" or an app you would need to write?

[Baggies]

Thanks for the response, I have just created a doc for our definition, and my plan is almost as Sean says (long time no hear Sean!), and have a 'catlog' of routine changes, or a drop down list of templated to apply, with a simplified RFC form.