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Anthony Santucci

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RE: Group vs Individual assignments in Change Requests

Posted By Anthony Santucci 08-03-2023 07:19:34 AM
Found In Egroup: IT Service Management \ view thread
We use ServiceNow. When the RFC is created, the Assignment Group is a required field but Assigned to is not. The first level approver (Assignment Group Manager) assigns the RFC to a member of the AG. The Assigned to field becomes a required field once the RFC enters Scheduled state. --------------- ...

RE: Unsuccessful vs Successful with Errors Change Orders

Posted By Anthony Santucci 07-21-2023 07:02:22 AM
Found In Egroup: IT Service Management \ view thread
Mark makes some good points. Our goal is exactly what Mark stated "reviewing a failed Change Request will hopefully allow the team to learn and the CM process to mature." For your example, we wouldn't just look at a number and say the change was unsuccessful (50% for example) without understanding the ...

RE: Change Control Workflow

Posted By Anthony Santucci 05-24-2023 08:43:48 AM
Found In Egroup: IT Service Management \ view thread
Hi Israel ... these are our workflows...I kept them very close to ServiceNow Tokyo out of box Normal New: Requester creates RFCAssess: Assignment Group Manager approves/rejects Authorize: All CAB members and the Change Manager must approve to advance Scheduled >> Implement >> Review >> Close EmergencyNew: ...

RE: Standard Changes

Posted By Anthony Santucci 05-23-2023 07:03:27 AM
Found In Egroup: IT Service Management \ view thread
Tammy ... We do what Lisa is doing @ Berkeley. We look for a proven history of success and don't specify how many. I really like Lisa's other mention of "enable Service Managers as a judgement call on if a change to should become standard or not". This really moves the needle for maturity. ------- ...

RE: Standard Changes

Posted By Anthony Santucci 05-19-2023 07:11:39 AM
Found In Egroup: IT Service Management \ view thread
We are very similar to Pankhil. We PIR all std chgs (all changes actually) that complete as "Successful with Issues" or "Unsuccessful", We do not have a "three strikes your out" kinda philosophy on reverting a std chg back to Normal -- we have a CAB meeting discussion regarding the reason the change ...

RE: Change Management & Veto

Posted By Anthony Santucci 11-17-2022 10:59:01 AM
Found In Egroup: IT Service Management \ view thread
Any approver has the ability to reject a change request. It only takes one rejection to move the change request back to the New state (we use ServiceNow). Rejection would require a reason to be entered in the change record. Our alternative to rejection is to put the change on hold similar to Mike @ UAlbany. ...

RE: Policy for Standard Changes Going Awry

Posted By Anthony Santucci 10-28-2022 01:40:43 PM
Found In Egroup: IT Service Management \ view thread
Hi Sarah ... First, we use ServiceNow for our ITSM. All changes, regardless of type, that close as successful with issues or unsuccessful will be brought to the CAB for PIR. The change implementer or Assignment Group manager will represent the change and give details. Based on the discussion and reason ...

RE: Change Management - Post Implementation Review of Emergency Changes

Posted By Anthony Santucci 08-30-2022 02:40:30 PM
Found In Egroup: IT Service Management \ view thread
Emergency changes are entered in ServiceNow prior to implementation. We have an abbreviated approval process : assignment group manager, AGM's manager and Change Manager must approve before implementation. The vast majority of our e-changes occur during normal biz hours however, our process allows 'paperwork' ...

RE: Change Management - Out of Scope/Routine

Posted By Anthony Santucci 08-25-2022 07:59:47 AM
Found In Egroup: IT Service Management \ view thread
Sorry for being a little late to the thread. I echo Simon's examples. Consider that when in doubt, put in a change or reach out to the change manager. The change manager or first level approver could help the requester with understanding the request and determine if it fits the model. It can always be ...

RE: Change Management - Failed Changes

Posted By Anthony Santucci 08-19-2022 06:01:37 AM
Found In Egroup: IT Service Management \ view thread
I concur with PIR for ALL failed/unsuccessful attempts. Any change that closes unsuccessful or successful with issues (we use out of box close codes in SNow) comes to the CAB for PIR. I question if it was a anomaly. I include responses to the following questions.Q: How was it resolved?Q: What could have ...

RE: Incident and change visibility, and communications

Posted By Anthony Santucci 08-10-2022 07:49:37 AM
Found In Egroup: IT Service Management \ view thread
I can speak to change .... Similar to Michelle, we post a link to our SN change calendar on our OIT Change Management homepage and our Help-Support page. Calendar is viewable after login to SN. Communication of changes is done using various methods. Primary method is creating a planned maintenance outage ...

RE: Change Control/Management

Posted By Anthony Santucci 03-30-2022 12:22:43 PM
Found In Egroup: IT Service Management \ view thread
Our SN developers follow our change mgmt process -- they created a std change template for their weekly pushes and have executed the emergency change process when needed. I have numerous CM articles in our knowledge base that are public facing. [help.ncsu.edu] ------------------------------------------- ...

RE: Change Management: Emergency Change scenario

Posted By Anthony Santucci 09-29-2021 09:48:24 AM
Found In Egroup: IT Service Management \ view thread
Thank you all for your responses, comments, guidance and suggestions. This was a good discussion and provided me with some good options. Thanks again ... -------------------------------------------Anthony J. SantucciIT Change ManagerNC State University Portfolio, Project and Process Services p: [919.515.5431]Campus ...

Change Management: Emergency Change scenario

Posted By Anthony Santucci 09-28-2021 10:50:20 AM
Found In Egroup: IT Service Management \ view thread
Good afternoon ... I am surprised I haven't come across this yet .... Scenario:- There is a std chg template for switch replacement.- A switch fails. - Incident is created.- Under normal circumstances, an e-change would be created to replace the failed switch. Question: Could the std chg template ...