Use > Change Management > Change Management overview > Change prioritization

Prioritization

The Change form includes fields to capture the impact and urgency of the RFC. These fields can be set as part of the Change Model using the Templates feature. The fields can also be populated based on the Service or CI that is identified for the Change. Service Manager automatically calculates priority based on impact and urgency. The lists of values used for impact, urgency, and priority along with the calculation used to determine priority can be modified by the customer.

Impact codes include:

  • 1 – Enterprise
  • 2 – Site/Department
  • 3 – Multiple Users
  • 4 – User

Urgency and Priority codes include:

  • 1 - Critical
  • 2 - High
  • 3 - Average
  • 4 – Low

Closure phase

The Change workflows provided in Service Manager contain a Closure phase that indicates that the Change is closed. In the workflow viewer this phase is with a solid gray background so it is visually evident that Changes in this phase are not active.

Closure codes are captured in the Post Implementation Review phase and can be configured by the customer.

Post implementation review

Service Manager Change workflows contain a Post Implementation Review phase that supports notifying the person responsible for the review and capturing the details of the review when it is performed.

Back-out plans

Service Manager provides an out-of-box field that can be used to record the back-out procedures for a specific RFC. The information in the Back Out Plan field could reference attached documents or external sources for back out documentation.

The back-out plan review is part of the Deployment CAB approval process of the Normal Change workflow.