Change Management use case
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Summary of Change Management use case
The Change Management use case within ITSM focuses on leveraging the CSDM framework to enhance incident resolution and minimize outages resulting from changes. By understanding the critical data locations, organizations can significantly reduce mean time to resolution (MTTR) for incidents.
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Key Features
- Impact Understanding: Users can assess how changes affect services and offerings.
- Dynamic Routing: Changes are automatically directed to relevant services for approval.
- Service Subscription Insights: Related lists identify service subscribers, helping determine potential impacts during outages.
- Business and Technical Service Offerings: Enable identification of approval groups based on business criticality and technical assignments.
- Configuration Item Management: Synchronization of service offerings to Configuration Items (CIs) reduces manual data maintenance.
- Environment Tracking: Service instances can distinguish between production and non-production environments, with filtering options available.
Key Outcomes
By applying the CSDM framework, organizations gain context for changes, identifying affected CIs and services. To effectively manage changes:
- Populate the Configuration Item attribute to target the CI for the change, aiding in routing and impact assessment.
- Utilize the Impacted Services list to include all relevant services associated with the selected CI.
- Optionally, identify provider services managing selected CIs and populate the Affected CI list for additional insights.
Dynamic population of the Affected CI list requires form configuration, enhancing automation and efficiency in change management processes.
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.
- Service instance (the table was formerly labeled 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 technology service offerings (the table was formerly labeled service offering) 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.