Change Management use case
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Summary of Change Management use case
This Change Management use case focuses on leveraging the Common Service Data Model (CSDM) framework within IT Service Management (ITSM), particularly for incident and change processes. Identifying critical data locations helps reduce mean time to resolve (MTTR) incidents and prevents outages resulting from changes.
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Key Features
- Impact Understanding: Applying CSDM allows users to understand how changes affect services and service offerings, improving impact awareness.
- Dynamic Change Routing: Changes are routed dynamically by identifying and notifying all affected services, supporting informed approval decisions.
- Service Subscription Lists: Related lists on service offerings track who has access and might be impacted during outages. These include subscriptions by company, department, group, location, and user, enabling precise impact identification.
- Approval Group Identification: Business service offerings define business approvers based on approval groups and business criticality, while technical service offerings provide technical approvers and assignment groups for routing changes and tasks.
- Synchronization with Configuration Items (CIs): Attributes from service offerings can synchronize with CIs to reduce manual data maintenance across large CI inventories.
- Environment Identification: Application services distinguish production and non-production environments (e.g., DEV, QA, UAT), with filtering options and standardized environment attributes.
How to Use
- Populate the Configuration Item attribute on the Change Request form with the target CI to enable routing and service impact assessment.
- Use the Impacted Services related list to associate services affected by the CI involved in the change.
- Optionally, identify provider services responsible for managing the CIs using Service and Service Offering attributes.
- Optionally, use the Affected CI related list to add additional CIs potentially causing the change, either manually or via dynamic population (requires configuration).
Key Outcomes
- The CSDM framework provides essential context for changes, linking involved CIs and affected services.
- Change Management processes become more efficient by enabling precise impact analysis and automated routing, reducing manual overhead and improving decision-making.
- Visibility into service subscriptions aids in identifying impacted stakeholders, enhancing communication and minimizing risk.
For ITSM, specifically incident and change, identifying the location of critical data can help reduce mean time to resolve incidents and eliminate outages caused by change.
Key features of the Change Management use case
Applying the CSDM framework provides value to Change Management in the following ways:
- Enables users to understand the impact of a change on services and service offerings.
- Changes are dynamically routed.
- Change Management identifies and notifies all affected services to support the approval decision.
- Subscription: Related lists on service offerings that identify who has access to the
offering and thus may be impacted in an outage. An incident or change can identify impact using
the subscribed by tables. The related lists are as follows:
- Service Subscriptions by Company [service_subscribe_company]
- Service Subscriptions by Department [service_subscribe_department]
- Service Subscriptions by Group [service_subscribe_sys_user_grp]
- Service Subscriptions by Location [service_subscribe_location]
- Service Subscriptions by User [service_subscribe_sys_user]
- Business service offering may be used to provide the business approver based on approval_group and business_criticality. A business service may have multiple offerings, each with a different criticality.
- Technical service offering may be used to provide the technical approver approval_group and technical assignment group on the attribute assignment_group. May be used by change for routing of change and change tasks. May be synchronized onto the CI’s that the offerings manage thus reducing the manual overhead of maintaining manual data on thousands/millions of CI’s.
- Application service may be used to provide prod and non-prod (DEV, QA, UAT, etc.) environments. Non-prod environments may be filtered out if desired. The legacy used_for attribute maps to the
environment attribute. You should use the environment attribute.
Note:Some service offerings may identify the environment of the offering as well.
Results of the Change Management use case
The CSDM framework provides context for the changes. The context includes the CIs involved in the change and the services affected.
Use the Change Request form to see the impact of the change. Complete the following steps:
- Populate the Configuration Item attribute [configuration_item] with the target CI for the change activity. You can then use this CI to identify details for change routing. For example, you can use the CI data, such as “Assignment Group” or "Approval Group," and provide information about the service impact by using dependency relationships.
- Populate the Impacted Services related list [task_cmdb_ci_service] with the services that are related to the populated CI. These may include services and service offerings.
- (Optional) Use the Service and Service Offering attributes to identify the provider services responsible for managing the selected CIs.
- (Optional) Use the Affected CI related list [task_ci] to identify the CIs that may have
caused the change. These CIs are in addition to the CIs previously populated. The [task_ci]
table can be populated dynamically or manually.Note:Dynamic population is not part of the base system. To use dynamic population, you need to configure the Change Request form.