VNC ITIL Change Management Manual

Change Management provides a systematic approach to controlling the lifecycle of all changes, making it easy to make useful changes with minimal disruption to IT services.

Change statuses

The goal of change management is to implement strategies for effecting change, controlling change and helping users to adapt to change.

There are 5 resolution statuses. The table below contains the statuses list and their short description:

Status title	Short description
New	It means that a change is created and assigned to nobody
Assigned	It means that a change is assigned to a VNC Support Consultant
Under analysis	It means that the support team analyzes and works out change impact, roll out plan, backout plan, checklist and downtime concerned with the change
Closed	It means that the support team assessed change plans and approved for change implementation
Rejected	It means that the support team doesn't agree with the change

Status: New

You create the change. After that, the change will have "New" status and you will be able to check it in the New tab in "Changes" console:

So far the problem is assigned to nobody.

Status: Assigned

The VNC Helpdesk Portal Manager assigns the change to a corresponding Support Consultant. After that, the change will have the "Assigned" status and you will be able to check it in the Assigned tab in "Changes" console:

Status: Under Analysis

While the support team is analyzing and working out change impact, roll out plan, backout plan, checklist and downtime concerned with the change, the change has the "Under Analysis" status. You will be able to check it in the Under Analysis tab in "Changes" console:

Status: Closed

The support team approves for change implementation. After that, the change will have the "Closed" status and you will be able to check it in the "Closed" tab in the Closed console:

Status: Rejected

If the support tean doesn't agree with the change, the change will have the "Rejected" status. You will be able to check it in the "Rejected" tab in the Rejected console:

Create a change

1. Open VNCproject.

2. Click Helpdesk on the VNCproject's main menu bar:

   

3. Click Changes:

   

4. Click the NEW CHANGE button.

5. On the form, fill in the field:

   !!! tip "The fields with the asterisk are required."

   • Subject: the field should contain a change subject.
   • Project: a drop-down list for selecting the project in which the change is needed.
   • Customer: a drop-down list for selecting the customer.
   • Requested for: the drop-down menu with the users list who work in the same organization. And you can select any user from your organization.
   • Product: the drop-down menu contains the list of VNC products that your organization uses.
   • Version: the drop-down menu contains only those versions that are available for a selected VNC product from Product menu.
   • Impact: the drop-down menu with 3 options for identifying the impact area.
   • Urgency: the drop-down menu with 3 options for identifying the urgency level.
   • Change type: the drop-down menu with change types.
   • Start date: the earliest possible date you can begin working on a change.
   • Due date: the date when you would ideally like to have the change completed.

6. Enter a detailed description of a change.

7. If you need to attach a file/screenshot, click BROWSE. The maximum size of the attachment should be 29.3 MB.
8. Select a priority of a change - Low, Normal, High, Urgent, and Immediate.
9. Add a tag name to Tags field if you want or select it from the appeared list.
10. If you want to add some watchers, click +Search for watchers to add.

11. When you're finished, select:

    • CREATE to create a change.
    • CANCEL to discard the values you entered and cancel the change creation.

Monitor a change

Changes arise as a result of problems.

But, a lot of changes can come from pro-actively seeking business advantages. The goal of changes is to ensure that standardized methods and procedures are used for efficient, and prompt handling of all changes, in order to minimize the impact of change-related incidents upon service quality and consequently to improve the day-to-day operations of the organization.

To access a Changes console:

1. Open VNCproject.

2. Click Helpdesk on the VNCproject's main menu bar:

   

3. Click Changes:

   

The Changes console contains the following fields and functions:

• Filters: Sort existing incidents by the keyword, project, product, solution status, version, status.
• Columns (): List displayed columns, manage their order. You can also create custom columns if you need to track additional information.
• Status list: Change statuses indicate which phase a change is currently in. Change statuses let you define and communicate the overall progress of changes.
• Change table: The list of changes with many management options.
• Refresh button: Re-display the whole page.
• New change button: Add a new change.

View change details

The change details page lets you review and take action on a change.

1. Click the Changes tab. This opens the changes list view page.

2. Click the number of the change to view the change details:

   

This opens the change details page:

Each change contains the following sections:

• Toolbar: A strip of control buttons that let you perform various actions on a change.
• Title bar: Shows basic change details.
• Change Information: Shows general details of the change such as Status, Priority, % Done, Status, Product, Version, Platform, Urgency, Impact, Assignee, Requester, Due By Date, Closed Date, Severity, Used Hardware Type, Operating System, and Browser.
• Description: Contain a detailed description of a change.
• Subtickets: The table of subtickets. Click Add to create a subticket for a change to either split the change into smaller chunks or to allow various aspects of a change to be assigned to different people.
• Relations: The table of related incidents, problems, tasks, and changes. Click Add to relate a change to another change, incident, problem, or task. Click to delete relation.
• History: Includes any change that might have been made to the change. It includes comments made, changes to status, priority, assignment, or root cause, and any subtickets that have been created.
• Time tracking: Tracks time spent on the change. Click the the collapse arrow icon on the right to open the Time tracking section. From here, you can see a list of watchers added to a change. You also have an option to add users as watchers or delete them by clicking Add or relatively.

Create a release note

You can create a release note only if it has "Assigned" status and it is accessible in "Assigned" tab.

1. Click the Changes tab in the header pane.

2. Select Assigned status:

   

3. Click the number link of a required change record:

   

   This opens the change details page.

4. Now you will see the tasks that can be performed on the change:

   

5. Click the NEW RELEASE button.

6. On the form, fill in the fields:

   • Subject: Specify the title of the ticket;
   • Project: Select a required project from the drop-down menu;
   • Customer: Select a required customer from the drop-down menu;
   • Requested for: Select the user who manages all aspects of the end-to-end release process;
   • Product: Select the product from the drop-down menu;
   • Impact: Identify the impact area by selecting All users, Group of users, and Only one user;
   • Release type: Identify the release type by selecting Minor, Major, Standard, or Immediate;
   • Planned start date: the earliest possible date you can begin working on a release;
   • Due date: the date when you would ideally like to have the release completed.

7. Enter a detailed description of a release.

8. If you need to attach a file/screenshot, click BROWSE.
9. Select a priority of a release - Low, Normal, High, Urgent, and Immediate.
10. If you want to add some watchers, click +Search for watchers to add.
11. When you're finished, click Create.

Log time

You can manually log the time you've spent on a change (adding details through comments as needed).

1. Open VNCproject.
2. Click Helpdesk on the VNCproject's main menu bar and then Changes.
3. Use the filter to find a required incident. For this click .
4. Click Add filter and select Author/Assigned or Watcher.
5. Select is from the 1st drop-down menu and select <> from the 2nd menu. Then click Apply.
6. Click the number link of the required change and then the LOG TIME button.
7. Fill in the Hours, add a comment, and select the Activity type from the drop-down menu.

8. When you're finished, click:

   • CREATE to log time on a change.
   • CREATE AND ADD ANOTHER to log time on a change and add time to another change.
   • CANCEL to discard the values you entered and cancel the change logging time.

Update a change

Every single event that happens within the change are displayed in the History section located at the very end of the change:

1. Open VNCproject.
2. Click Helpdesk on the VNCproject's main menu bar and then Changes.
3. Use the filter to find a required problem. For this click .
4. Click Add filter and select Author/Assigned or Watcher.
5. Select is from the 1st drop-down menu and select <> from the 2nd menu. Then click Apply.
6. Click the number link of the required change and then the UPDATE button.
7. Choose the fields you want to update. You must update at least one. You may choose multiple fields.

8. Specify what the field should be updated to. We’ll list what each field is and its update options below:

   • Subject: The title of the change. You can edit the title of the change.
   • Project: The name of the project where the change is needed. You can select the required project from the drop-down menu.
   • Estimated time: The estimated period of time required to solve the problem.
   • % Done: The current status of a change, expressed as the percentage of work that has been completed. You can select percent work complete from the drop-down menu.
   • Customer: The list of the customers you collaborate with.
   • Requested for: The list of VNC Support Consultants.You can select another user from your organization and they will become an owner of this change.
   • Platform: The list for selecting the platform where the change is needed.
   • Product: The list of the products that your organization uses.
   • Version: the list of those versions that are available for a selected VNC product from the Product menu.
   • Impact: You can identify the impact area by selecting All users, Group of users, and Only one user.
   • Urgency: The urgency level. You can select Primary functions are unavailable, Work functions impaired, and Inconvenience.
   • Used hardware type: The list of different hardware types for identifying a hardware type where a problem occured.
   • Operating system: The list of operating systems.
   • Browser: The list of browsers.
   • Start date: The earliest possible date you can begin working on a change.
   • Due date: The date when you would ideally like to have the change completed.

9. Enter a detailed description of a change.

10. Select a priority of a change - Low, Normal, High, Urgent, and Immediate.
11. Add a tag name to Tags field if you want or select it from the appeared list.
12. If you want to add some watchers, click +Search for watchers to add.
13. If you need to attach a file/screenshot, click BROWSE.
14. In the Notes field, you can ask a question and assign it to the user from the Assign question to list.

15. When you're finished, select:

    • Submit to save changes.
    • Cancel to discard the values you entered and cancel the change update.

Add assignment

You can add an assignment to the change to either split the problem into smaller chunks or to allow various aspects of a change to be assigned to different people.

1. Open VNCproject.
2. Click Helpdesk on the VNCproject's main menu bar and then Changes.
3. Use the filter to find a required change. For this click .
4. Click Add filter and select Author/Assigned or Watcher.
5. Select is from the 1st drop-down menu and select <> from the 2nd menu. Then click Apply.
6. Click the number link of the required change and then the ADD ASSIGNMENT button.
7. Select a required role and find the user you want to assign a change.
8. Add a note. If you want to attach some file/screenshot - click BROWSE.
9. Select SUBMIT.

Change analysis

After you create a change, you can assess and analyze the risk and impact involved in the change. You can review any conflicts that are detected by reviewing the change.

1. Click the Changes tab in the header pane.

2. Select Assigned status:

   

3. Click the number link of a required change record:

   

   This opens the change details page.

4. Now you will see the tasks that can be performed on the change:

   

5. Click the ANALYSIS button.

6. Scroll down the Change Analysis section:

   

   The Change Analysis section consists of 4 subsections:

   • Resource Assessment

   Enter the values in the Hardware costs, Software costs, Installation costs, Training costs, Maintenance costs fields. You can also use Notes field to add additional information.

   

   • Proposed dates

   Select or revise the values in the Scheduled start and end dates, CAB date fields. You can also use the Notes field to add additional information.

   

   • Budgeted data

   Select whether the change request is budgeted or not. If yes, enter the values in the Budget field.

   

   • Risk Management

   Use the Instruction field for long, detailed instruction. Additionally, select or revise the values in the Complexity, Impact, Urgency, Expected Downtime Start and Expected Downtime End fields. You can also use the Notes field to add additional information.

   

7. Click Save.

Send for CAB approval

The Change Advisory Board (also known as CAB) plays a major role in the change management process.

A group of competent individuals must meet periodically to evaluate the proposed changes critically review them, and offer suggestions to the change manager.

To send the change for CAB approval:

1. From the changes list view page, click the number link of the change that you want to send. This opens the Changes Details page.
2. Now you will see the tasks that can be performed on the change at the top of the page.
3. Click the SEND FOR CAB APPROVAL button.
4. Add your comment to the Notes field.
5. Click BROWSE to attach some files.
6. Click SUBMIT.
7. Note that If the mandatory fields are not entered, then an error message is shown asking you to enter the value in the fields.

Reject a change

In case you weren’t satisfied, you could click on Reject and add a remark to have the approval rejected.

1. From the changes list view page, click the number link of the change that you want to approve. This opens the Changes Details page.
2. Now you will see the tasks that can be performed on the change at the top of the page.
3. Click the REJECT button.
4. Add your comment to the Notes field.
5. Click BROWSE to attach some files.
6. Click SUBMIT.
7. Note that If the mandatory fields are not entered, then an error message is shown asking you to enter the value in the fields.

Complete a change

The change request can be completed only if it has the "Assigned" or "Closed" statuses and it is accessible in the "Assigned" or "Closed" tabs accordingly.

When the change request is complete, you can move the change request to "Completed" status. Once the Change Request is complete, it cannot be modified.

1. Click the Changes tab in the header pane.

2. Select the status - Assigned or Closed:

   

3. Click the number link of a required change record:

   

   This opens the change details page.

4. Now you will see the tasks that can be performed on the change:

   

5. Click the COMPLETE button.

6. Add your comment to the Notes field.
7. Click BROWSE to attach some files.
8. When you're finished, click Submit.

Approve a change

1. From the changes list view page, click the number link of the change that you want to approve. This opens the Changes Details page.
2. Now you will see the tasks that can be performed on the change at the top of the page.
3. Click the APPROVE button.
4. Add your comment to the Notes field.
5. Click BROWSE to attach some files.
6. Click SUBMIT.
7. Note that If the mandatory fields are not entered, then an error message is shown asking you to enter the value in the fields.

Close a change

From the changes list view page:

1. Click the number link of the change that you want to close. This opens the Changes Details page.
2. Now you will see the tasks that can be performed on the change at the top of the page.
3. Click the Close button.
4. Add your comment to the Notes field.
5. Click BROWSE to attach some files.
6. Click SUBMIT. You can check the task in the Closed tab.
7. Note that If the mandatory fields are not entered, then an error message is shown asking you to enter the value in the fields.