in this video we're going to talk about cross visas change management turn-key the very first thing I want to talk about is this brand new way of creating changes when I click create new change and in fact when I create a new change from anywhere in the system I am taken to this form right here this is not your usual interceptor that you get out of box instead this is a full-on record producer where you can choose the different type of changes that you want to make there's a couple of reasons why we do this the first is we own this text and by extension our clients own this text so you can come in and you can make changes to the verbage here to basically make it make sense to your audience if there's a specific nomenclature you can make changes here very easily the second reason is when you're coming in from two change management from another part of the system say incident management we can make things a lot a lot clearer as to what you're actually doing we find a good incident here I'm going to go to one that I was messing around with earlier and this incident has to do with the BlackBerry business service and so what I'm going to do is I'm going to take this incident and I am going to create a change from it now when I do that note that I still get the change request here but I now have a task link down below so just a little bit of extra visual to be able to really assure people that what you're doing is linking these things together and if I continue onward and create continue this change all of the configuration item information will be transferred over and it will be linked back to the original incident now that's all fine and good but I'm I want a clean change go ahead and show you some of the various pieces of functionality we're going to start off with comprehensive changes and the comprehensive change is really the most complicated type of change that we have in our turnkey so the very first thing that I'm going to point out is that changes are calm located this doesn't surprise anybody really but it it takes a lot of organizations a while to figure this out what I mean by that is changes need a lot of information in order to be approved in order to be a tracked in order to be tracked but the people that provide the information are not oftentimes the people that benefit from the information so it's oftentimes the engineers or the implementation team that are actually creating the changes but it's the change advisory board or the help desk that really benefits from the existence of those change requests so to that end you'll notice that there are not a lot of required fields on this form right now that is by design really what we want you to do is be able to hit save as soon as possible so we do want you to select configuration item we do want you to select a short description here and then from here I can hit save and I don't need to fill in all of the other fields just yet now when I do need to fill in those other fields is when I go into the approval steps so watch what happens when I hit request approval this thing lights up like a Christmas tree with all these red snowflakes it's basically that is the point at which we require all of these fields that's the point which we make the mandatory so I'm going to go ahead and do that right now put in some good data and I'm going to schedule this out for let's say a day from now and I'm going to say that this is going to take an hour and it's going to take place tomorrow at this time ok so once I'm to this point I'm obviously going to hit request approval but there's a couple of things that I'm I'm worried about at this point the first is that I'm not actually calculating the risk or rather I may be not thinking about calculating the risk I'm also not checking for conflicts and I'm not filling in all of the impacted services these are all things that should happen but don't always happen and so as a result when we click request approval all of those will happen very quickly the other thing that's going to happen is I'm going to come in here and I'm going to put in some effort to add some change tasks well actually I will I've got a sequencing problem I'm going to go ahead and show the first things first so I'll go ahead and save this change request and when I do note that oh sorry I apologize when I click request approval that's when we're going to be calculating all of these things but before I do that I'm going to go ahead and go into my change task and I'm going to create a couple of change tasks just to show you what happens when we have change tasks so I'm going to go ahead and assign this out to a group that's not my own expand the reach of this change and I'm going to do one more just to make it tough on myself select a configuration item select an assignment group give it a good solid descriptive name and there we go alright I'm now to a point where I feel good about this change request I filled in all the information about planning about schedule etc etc apparently I didn't save my my information about planning I apologize so let's go ahead and kick that out and request approval huh for miss the description fields let's request approval and as soon as I have it we'll move into a review state now I'm still requesting approval still waiting on that are we at invalid date ha let's kick this out to tomorrow and do 7:00 p.m. there we go I would have been there for a while all right so I'm going to request approval and this is now this is the point at which we should be checking for risks and conflicts and stuff but often times your technicians are just so excited that they've managed to run the gauntlet of filling in all this planning information and their change tasks that they just forget the check for conflicts and risks so we're doing that and you'll notice that we we flipped one risk condition insufficient lead time and as a result the risk has been set to one very high this is an out-of-box piece of functionality in in the sense that we can go into risk conditions and define these well it's not out of box as part of our turnkey is that we're actually calculating the risk automatically when you click Submit for review the other thing we're doing is we're checking for conflicts in the form of blackout windows and maintenance windows again it is it's something that let's see if I can find it here blackout schedules and maintenance schedules both of these are out of box pieces of functionality but you might forget to actually check for those conflicts ok cool so the change tasks themselves are in a pending state which is good we don't want them to be open right now and it's now time for this change to be reviewed I had this is where our turnkey really starts to shine we have created a custom workflow called CF change default here and this is actually the exact same workflow that runs for both comprehensive and routine changes the difference is in the number of approvals that you have to run for either one since this is a comprehensive change we're going to run every single approval defined here and it starts with manager approval if then we'll go to manual approvals which we'll talk about in just a minute impacted service approvals and change management approval this right here this stack of approvals represents where I would say 60 to 70% of the change turnkey customization actually comes into play most organizations have different approval models and as a result this is where we define things but because it's all inside a workflow we can make changes really easily do you want 75% of your impacted services approval owners to be notified do you want the first change management group to - or the first change management group user to determine the fate of this thing right that's that's essentially what we can do we can go in and customize these things the one that a lot of people don't understand though really is this manual approval step this is something that we're very proud of in our turnkey and let me show you what it looks like the use case here is I've gone off to my approval approver James my manager for approval on this change request and he's decided you know what this actually needs able to tur - look at it now this is a very common use case or as much as we like to say that we've got a process oftentimes the very first thing that we'll do is we'll say we need to go off-script a little bit and have someone that's not normally in our change process approve this thing actually able so the first thing that I want to point out is that the from the technicians perspective the change request is very gently gone back into a planning State no harm no foul from the workflows perspective we looped all the way back through and now we're rating waiting for the technician to send it through again well the technician can come in here and see the comments and say are they need able to tur so they can go to the approvers related list and click Edit and then go find able tutor to add him to list of approvers this is really really powerful not only can your request sir respond to people in the process to say oh we need additional people to approve this but they can actually be proactive reach out and ask approval for people that you know maybe don't exist or in the normal flow all right so I've gone ahead and done this I've added able and I'm in a request approval go back to my workflow and refresh to see that we have now made it back to the manager approval and indeed if I go to my change request there we go James has been requested he's happy with it now so we're going to approve it on his behalf of course not we have to go into it and approve it on his behalf now that he has approved it we can go back to our workflow and refresh and we have now moved to the manual step this means that everybody whose name was in here already as a manual approver is now in a requested State and we're going to wait for them to we're going to wait for them to be approved before moving on so here we go Abel is now in place I'm going to go in as Abel and approve the things we've gone off script a little bit but the process has not been derailed which in my opinion is the hallmark of a good process where you can go off script if necessary but it's in a controlled manner you can follow it through and it doesn't hurt the process now the next thing that's going to happen is we're going to go out and we're going to make sure that all the owners of those impacted services are notified and have their chance to approve or reject this change if we go to impacted services you'll notice that we've got nine impacted services in this list this comes from the BSM map for this essay P app server that I selected so if I go into it and look at the dependency views here we should see in just a moment our app server sitting right in the middle of the stream between network storage devices and business services so right in between the physical layer down here and the logical layer all of these business services and in fact that's exactly what's going on if you count them up one two three four five six seven eight and I think we've got one more around you or someplace one-two-three-four five-six-seven-eight well let's go check for impact and services we have got nine of them sa PSAP payroll we've got an extra one in here someplace interesting well there's a bit of a mystery there but the point is we're going upstream to see all of the things are downstream however you want to look at it see all of the things that could be affected by this change now there's nine of them here but you'll notice that James Vitolo name only shows up once this is a little bit of trickery we have in our turnkey that if James Vitolo would be a approver multiple times we only allow him to be in there once and if at any time we ask for someone to approve things twice in different capacities let's say James Vitolo was my manager then he should be skipped over and automatically approved so you just approve it once for all of your capacities instead of having to go back in and approve it in each of your separate capacities alright with that in mind I'm going to go to James and I'm going to approve this on his behalf we're nearly there I'm not kidding when I say that the comprehensive change is the most complicated and now finally we go to the change management group for their final blessing I'm going to go back to the actual record here I got a redirect problem just cropped up and go to the change request itself and now we should see at the bottom of the change request all of the members of the change management group there's only one of them right now who's very cleverly names change manager he's going to go in and he is going to also approve this actually before he does that is one other thing that can be done as the end user and that is as the requester I can choose to reschedule this change if I do it is essentially the same thing as if I rejected it if I do that it will loop back all the way to a planning phase I'm not going to do that in this demo but that's what it does so I'm going to go in as our change manager and approve now that I've approved as the change manager the actual work can get done we put in our change request we've done our due diligence we've put in our change tasks we've done all of these things and you'll notice that the change tasks themselves are now in an open state now that we've got an approval the change tasks move to an open State we are ready to rock and roll so I'm going to go ahead and pretend but I'm the end-user that's or the engineer whoever it is actually enacting the change and I'm going to click the start work button this does a couple of things first off it changes the state and second off it fills in the actual start date field this is just a really easy win to be able to make sure that you've got good process going on and good data because if you're tying your actual start date into a really easy button you're going to get much much much better data now I'm going to try and do something a bit wrong and that is I'm going to click end work the problem with ending the work right now is I've still got open change tasks so the system is going to kick that back at me and I need to go in to my change tasks and change them to be closed complete is that them to be closed complete and that's it now once I've done that I can go ahead and end the work and this change request is done and that is the comprehensive change request now before I move on to the other types of change requests I want to point out again the changes are hard and it would be really nice to be able to take this that take this change that I've done here and reuse it again in the future there's a couple of different ways that you can do that there's an out-of-box wave for the standard change catalog or essentially I can propose a standard change template and take everything that's in this form and push it through the process creating a standard change template which you can select as your change type that's that's great that's not a box that's that's not what I want to talk about I want to talk about copy change and our copy change routine is slightly different than the out of box copy change routine and that it's a little smarter so if I choose copy change I'm going to copy everything out that I want and nothing that I don't so I'm going to grab my configuration item my assignment group my short description my description all my planning steps but not the schedule and I'm also going to pull in all of my change tasks so just like that I've pulled in all of that information and it was one click so this is something that you can use to really drive adoption and change management you can go to your end-users and you can say look change management is really hard but once you've done it once you're not you know that effort isn't wasted you can always use it as a starting point for subsequent changes so that was one thing I wanted to point out before we move on to our next type of change and that is going to be a routine change spoiler alert on routine changes you've already seen it if you remember the workflow for routine and comprehensive changes is shared it's the same workflow but the difference is that routine changes skip the impacted services approval and the change management approval that's it just asks for manager approval and manual approvals so with that you've seen routine change essentially you've seen conference if you seen routine one that I'm really interested in showing you though is the emergency change before I get there let's talk just real briefly about standard changes if I leave this change type as standard and choose submit it will bounce me over to the standard change catalog this is all out of box so I'm not going to spend a lot of time talking about how these things came to be but essentially I can choose one of these things and it will be copied into the change request record in an approved State how nice is that right we're really really paving the way for for end-users to take advantage of standard changes doing a couple things to lock down the form so that they can't start this officer as a standard change convinced sort of twist it to their own nefarious purposes so we're locking down all of the descriptor fields but we are leaving open the fields that make sense we're also leaving open the schedule etc etc but you know really the next thing it needs to happen is you click start work so that's one way of getting to the standard change library you can also go to the standard change catalog right here and that will take you to the same place now let's talk about emergency changes I'm going to go ahead and select emergency and choose submit once I do this this should look pretty familiar you know it's not it's not a terribly different looking form but philosophically it's different in the sense that we want to get out of the way we want this form to go through as soon as possible we're mostly just happy that people are filling out an emergency change form before actually making the change at least maybe that's my cynical side coming out but at that point we're already winning so you notice that there's no planning tab here that's by design we're really only asking for a short description in the description and when this will actually take place so I'm going to mark this for today for 10 minutes from now and I'm going to say that it's going to take 10 minutes when I do that I can request approval and that's it I am a requesting approval and again we're checking all the risk conditions and things of that nature but let me show you the workflow to show you what it looks like it's slightly different for the emergency change workflow what we're doing is we're moving straight to manual approvals and then if those don't exist we're going straight to change management again this is a classic place where organizations make changes on not intended but they make changes to their process to this workflow to match their processes in this case we're assuming that there's going to be with manager at the cab on call all the time that can approve these things but that may not match every organization at any rate I've got one approver and that is the single member of the change management group he's going to go ahead and approve this and once he's approved it we can go ahead and get to work so I can start work and then I can end work but unlike the normal changes the standard the routine comprehensive changes the emergency change actually drops into this post implementation review stage and this is not a skippable by the end user so the end user can put in the emergency change but at this point they themselves cannot actually close the change that is now an administrator activity the reason for this is we want the change advisory board to actually take some ownership for these emergency changes to talk about them try and figure out how to mitigate them in the future what went wrong why it had to take place etc etc now once your once your post implementation review has started up you can click close change and you'll get a couple of new fields that you need to fill out so the use case here is that you are a member of the change advisory board you're sitting in your meeting and you said all right we've got a good handle on why this happened we can provide some guidance and we're ready to go so I'm going to click close change the first thing is we have to decide was this change actually successful and complete etcetera etc notice that this is not an end-user activity this is something that's decided by the advisory board the change management group so I'm going to say this was closed successful in the notes I'm going to go ahead and put an additional comment in here this is to make sure that everybody who is clued in to this change request actually gets notified as to what happened most likely this is requestor the the end user that requested this that the engineer or someone like that and then finally we are going to select a cab review date so the date that the cab is you actually took place on there's nothing saying that your your change advisory board can't lie or whatnot but it's one more data point that people are filling it in correctly it's going to give you a lot of good information about when these emergency changes were actually pushed through the process when we made decisions etc etc so with that that pretty much takes us to the end of the change change process I guess there's one other piece that I'll talk about and that is the concept of change templates this is a little bit of older functionality that really was in place before standard changes came along and so we still leave it in here it's not hurting anything but it it's a little antiquated and that the standard change catalog that's a far better solution however some organizations really need this and that is you can come into a change request and mark it as a template we don't have the field showing right here on the form but this is something where you can come in and if you check the custom field on here called template that means when you create a new change you can select new change from template and then select one of these new changes so as you can see I mean between the copy change routine and between the standard change library this isn't really as necessary these days but it is an option as an administrator you could go in to your change requests mark some of them is templates and then allow end users to actually use them so that takes us to the end of change management we we talked about comprehensive changes and all of the cycles and flows we talked about copying changes we talked about routine changes we talked about the workflows that drove them all we talked about standard changes we talked about how this form has a lot of required information and we're only requiring it at the exact moment that it's necessary if cetera etc hopefully this has been helpful for you thanks for your time