One of the most frequently asked questions we get here at BOSS is what the ideal way to set up change management is. While there is no single "Best Way" to configure this, Today I will be detailing how to set up a Change workflow, and explaining the basic pieces and configuration involved.
Setting Up a Change Request
The first step to a change is configuring a way to request it. To do this, we first need to decide who handles these requests, and who needs to approve them.
Configuring an Approval Board
- Decide who needs to approve a request before it can be moved to a formal change.
- Go to Settings> Approval Boards and create a new Approval Board.
- Give the Approval board a name and add the users you decided on in step 1.
Creating A Change Requests Category
Please note this can also be done by creating a change request type and placing the requests in multiple categories, but this requires more complex routing rules.
- Go to Settings> Incident Management> Categories and create a category for Change Requests.
- Assign a Technician team to handle these requests.
Creating a Change Request Form
Now that we have somewhere for Change Requests to go, and someone to handle them, it is time to create a change request Service Catalog item. Pleas note that if you wish to restrict use of this form to certain people, they will need to be within known User Groups.
- Go to Settings> Incident Management> Service Catalog and create a new Service Catalog.
- Set the form to create a ticket of Type "Service Request" (or similar type)
- enter the fields you would like to include.
- restrict use of the form to certain groups if applicable.
- Require approval from the change board.
At this point your Change Request workflow is ready to use. Next we will discuss receiving and processing a change request.
Receiving a Change Request
When a Change request comes in, it is just that, a request. It must be formally reviewed before being converted to a Change. We recommend a process similar to the following:
- Change is received. Change board and technicians discuss whether the change is feasible, and whether it has merit. if so, the change board approves the request. If not, they deny the request and the Technician closes the request with the given reasons.
- If the change is accepted, the technician can select all requests that are encompassed by the agreed upon change, and clicks the paper airplane in the top right corner for ticket options. Select "New Change" and fill out the information regarding the change that will occur.
- You will be presented with another form with fields for Reason, Risks, Roll-out strategy, and Back-out Strategy. Please discuss these and enter the relevant information. If the change will affect assets within your database, link these assets to the change.
- Request approval for this final version of the change document if necessary using the supplied approval tab.
- Once everything is defined, you can proceed to delegate tasks and add notes as necessary, closing it when complete. Additional tickets can be attached to the change as well at any time.
Please note that this is a sample process, and may not represent the best process for your organization.