Applicable Doc. 17 - Standard Change Process.pdf

Work Instruction ServiceNow – Creating and Modifying Standard Change Templates September 2023 | Enterprise Change Control Management (CCM)

v. 1.1

FOR INTERNAL USE ONLY

OFFICE OF INFORMATION AND TECHNOLOGY

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Revision History Date Version Description Author Team

09/28/2023 1.1 Tech writer edits and CCM updates Julia M. Chambers 11/16/2021 1.0 Publish approved document Change Control Management 05/12/2021 0.1 Copyedited initial draft Technical Writer 04/29/2021 0.1 Initial draft Change Control Management

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Table of Contents Purpose

1 Policy

2 Definitions

3 Roles and Responsibilities

3.1 Change Requestor

3.2 Change Analyst

3.3 Change Manager

4 Managing Your Standard Templates

4.1 Creating a New Standard Change Template

4.1.1 Create a Normal Change

4.2 Modifying an Existing Standard Change Template

Approval

Appendix A: Acronyms

List of Figures

Figure 1: Example of Proposed Standard Change Menu Item Figure 2: Example of Proposed Standard Change Category Naming Figure 3: Modify Template Link

List of Tables

Table 1: Acronyms

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Purpose This document instructs individuals on how to properly create an Enterprise Information Technology (IT) Change Management Standard Change Request in the IT Service Management (ITSM) tool.

1 Policy Per the following Enterprise Change Control Management policies, this Work Instruction (WI) and related processes are defined and will be followed by all Office of Information and Technology (OIT) personnel:

SOP - VA OIT Change Control Process VA Directive 6004 Policy and Process Documentation

2 Definitions Change Request – A record in the Department of Veterans Affairs (VA) OIT-approved Change Management System (CMS) containing the details and artifacts required to properly manage any given change.

Standard Change – A Standard Change is repetitive in nature, well understood, and has minimal impact on users or services. These types of changes have a simplified approval process.

3 Roles and Responsibilities

3.1 Change Requestor

» Create and/or modify the Standard Change Template request using the Standard Change

Template Proposal Process.

» Work with the Change Analyst to address any outstanding questions during the request process.

3.2 Change Analyst

» Review Standard Change Template requests.

» Work with Change Requestor to identify and resolve any outstanding issues with the request.

» Make approval recommendations to the Change Manager for new/updated Standard

Change requests.

3.3 Change Manager

» Approve/reject Standard Change Template requests.

https://dvagov.sharepoint.com/sites/OITECRCM/ECM%20Public%20Documents/Forms/AllItems.aspx?FilterField1=Category&FilterValue1=Change%20Control%20Management&FilterType1=Choice&FilterDisplay1=Change%20Control%20Management&FilterField2=Sub&FilterValue2=Approved%20Documentation&FilterType2=Choice&FilterDisplay2=Approved%20Documentation&id=%2Fsites%2FOITECRCM%2FECM%20Public%20Documents%2FSOP%20%2D%20VA%20OIT%20Change%20Control%20Process%20Doc%2Epdf&viewid=e9c0bfc4%2D299a%2D4017%2Dbf68%2D9d19656c54d4&parent=%2Fsites%2FOITECRCM%2FECM%20Public%20Documents https://dvagov.sharepoint.com/sites/OITECRCM/ECM%20Public%20Documents/Forms/AllItems.aspx?FilterField1=Category&FilterValue1=Change%20Control%20Management&FilterType1=Choice&FilterDisplay1=Change%20Control%20Management&FilterField2=Sub&FilterValue2=Approved%20Documentation&FilterType2=Choice&FilterDisplay2=Approved%20Documentation&id=%2Fsites%2FOITECRCM%2FECM%20Public%20Documents%2FSOP%20%2D%20VA%20OIT%20Change%20Control%20Process%20Doc%2Epdf&viewid=e9c0bfc4%2D299a%2D4017%2Dbf68%2D9d19656c54d4&parent=%2Fsites%2FOITECRCM%2FECM%20Public%20Documents https://dvagov.sharepoint.com/sites/OITECRCM/ECM%20Public%20Documents/Forms/AllItems.aspx?FilterField1=Category&FilterValue1=Change%20Control%20Management&FilterType1=Choice&FilterDisplay1=Change%20Control%20Management&FilterField2=Sub&FilterValue2=Approved%20Documentation&FilterType2=Choice&FilterDisplay2=Approved%20Documentation&id=%2Fsites%2FOITECRCM%2FECM%20Public%20Documents%2FDirective%206004%20Configuration%20Change%20and%20Release%20Management%20Prog%2029%20Dec%2022%2Epdf&viewid=e9c0bfc4%2D299a%2D4017%2Dbf68%2D9d19656c54d4&parent=%2Fsites%2FOITECRCM%2FECM%20Public%20Documents https://dvagov.sharepoint.com/sites/OITECRCM/ECM%20Public%20Documents/Forms/AllItems.aspx?FilterField1=Category&FilterValue1=Change%20Control%20Management&FilterType1=Choice&FilterDisplay1=Change%20Control%20Management&FilterField2=Sub&FilterValue2=Approved%20Documentation&FilterType2=Choice&FilterDisplay2=Approved%20Documentation&id=%2Fsites%2FOITECRCM%2FECM%20Public%20Documents%2FDirective%206004%20Configuration%20Change%20and%20Release%20Management%20Prog%2029%20Dec%2022%2Epdf&viewid=e9c0bfc4%2D299a%2D4017%2Dbf68%2D9d19656c54d4&parent=%2Fsites%2FOITECRCM%2FECM%20Public%20Documents

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4 Managing Your Standard Templates This process will help you create and manage your Standard Change Templates.

4.1 Creating a New Standard Change Template

Creating a Standard Change from a Normal Change using the Standard Change Template Proposal Process.

4.1.1 Create a Normal Change

The Standard Change Template is requested from an approved Normal change.

» Make sure that you know the category where you want the template located in the Standard Change Catalog. If you do not have a category established, you will need to submit a General Request to the “OIT Enterprise Change Control Management Operations” group.

» If you do not have access to the change module you will need to submit a General Request to the “OIT Enterprise Change Control Management Operations” group.

4.1.1.1 Change Title and Description

The title and description of a Standard Template must fully document the change being performed. Ideally, it should stand alone and not require external artifacts (documents, links, etc.). Someone looking at your change should be able to clearly identify what work is being performed. The primary reason for rejections of Standard Templates is often insufficient detail provided in this section.

1. Please input the following into the Title of the Normal change “<Title of Change> - PLEASE

CREATE A STANDARD CHANGE TEMPLATE FOR <CATEGORY>”

a. “<Title of Change>” will be the Standard Template title displayed in the Standard Change

Catalog.

b. “<CATEGORY>” would be the location where they want the Standard Change Template to appear in the Catalog.

4.1.1.2 Proposing a Standard Change Template

Once the normal change is fully approved (peer, manager, CAB), you can Propose a Standard Change Template from the normal change request.

1. Select Propose a Standard Change Template. This will open the Standard Change Template which you will need to review for accuracy and completeness.

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Figure 1: Example of Proposed Standard Change Menu Item

Note: Some fields on the Standard Change Template may not be visible on the Change Request. Please disregard these additional fields on the template.

4.1.1.3 Review and Submit the Standard Change Proposal

1. Update the Category field with the correct Standard Change Catalog category.

Figure 2: Example of Proposed Standard Change Category Naming

2. Review your submission for accuracy. Once completed, you can save or submit your request for approval and submission into the Standard Change Catalog.

3. To save your proposal for additional editing, etc. Select the Save button at the bottom of the page.

4. To find your saved proposals, type My Proposals in the Filter Navigator. Select My Proposals.

5. Once your proposal is ready for review, Request Approval by selecting the button located at the bottom of the form.

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4.1.1.4 Review and Approval

Once you request approval, a member of the Change Management team will review your proposal. Additional follow-up will be done as needed.

Once reviewed, the proposal will be forwarded to management for final approval.

After management approval, the Standard Template will be available in the Standard Template Catalog.

4.2 Modifying an Existing Standard Change Template

If you already have an existing Standard Change, you can make modifications and request the updated version to be published.

4.2.1.1 Modifying a Standard Change Template

1. Find the template you need to modify.

2. Type all templates in the Filter Navigator. Select the All Templates link and search for your template.

Hint: You only want to look for active templates.

3. Open your template and select the option to Modify Template.

Figure 3: Modify Template Link

Make updates as required and request approval by selecting the Request Approval button on the form. The process for reviewing and obtaining approvals for an existing template is the same as the steps outlined for a new template, which are described above.

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Approval

Todd Levitt Associate Director, IT Change Control Management (CCM) Enterprise Service Governance (ESG), Enterprise Service Management (ESM) Infrastructure Operations (IO), Office of Information and Technology (OIT)

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Appendix A: Acronyms Table 1: Acronyms

Acronym Definition CAB Change Advisory Board

CCM Change Control Management CMS Change Management System CR Change Request

ESG Enterprise Service Governance

ESM Enterprise Service Management

IO Infrastructure Operations

IT Information Technology ITSM IT Service Management OIT Office of Information and Technology SNoW ServiceNow VA Department of Veterans Affairs WI Work Instruction