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Change transition rules

The following information identifies each supported transition in the Change Management workflow for a normal change. Notice that it is possible for a record to return to an earlier phase in the workflow if the status changes to a certain value.

The Action or Condition column in the tables for each phase, show fields that contain data either entered by the end user or automatically provided by Service Management. At the start of each phase, Service Management verifies that the user-defined values set in the last phase are unchanged. If there is a change, the record can return to a prior phase or repeat an action.

All changes begin with the Log phase.

ClosedLog phase
Event Action or Condition
Entering

If not set by the user, Service Management sets default values

  • Business impact = Single user

  • Requested by = Current user

  • Urgency = Slight disruption
After change

Required fields must contain data:

  • Title

  • Description

  • Requested by

  • Reason for change

  • Justification

  • Change model

  • Category

  • Service

Service Management actions:

  • If Business impact is blank, set to Single user.

  • If Urgency is blank, set to Slight disruption.

  • If Requested by is blank, set to Current user.

  • Set Priority equal to a value from the following table:

      Enterprise Site or department Multiple users Single user
    Total loss of service Critical High High Medium
    Severe disruption High High Medium Medium
    Slight disruption High Medium Medium Low
    No disruption Medium Medium Low Low

Service Management transitions to the Evaluate phase if required fields contain valid data.

All changes transition from Log to the Evaluate phase.

ClosedEvaluate phase
Event Action or Condition
Entering

Service Management actions:

Send a notification that a new change record has been created, to the Service Owner and the Change Manager.
After change

Required fields must contain data:

  • Title

  • Description

  • Requested by

  • Reason for change

  • Justification

  • Change model

  • Category

  • Service

New required fields:

  • Business impact
  • Urgency

Service Management actions:

Set Priority equal to a value from the following table:

  Enterprise Site or department Multiple users Single user
Total loss of service Critical High High Medium
Severe disruption High High Medium Medium
Slight disruption High Medium Medium Low
No disruption Medium Medium Low Low

Service Management transitions to one of these phases:

  • Plan phase, if Assigned group has a valid value.

  • Abandon phase, if Closure code = Abandoned.

Changes transition from Evaluate to the Plan or Abandon phase.

ClosedPlan phase
Event Action or Condition
Entering

Service Management actions:

  • If Assigned person is blank, send a notification to the Assigned group that the change has reached the plan phase.

  • If Assigned person is not blank, send a notification to the Assigned person that the change has reached the plan phase.
After change

Required fields must contain data:

  • Title

  • Description

  • Requested by

  • Reason for change

  • Justification

  • Service

  • Business Impact

  • Urgency

New required field:

  • Assigned group

Service Management actions:

Set Priority equal to a value from the following table:

  Enterprise Site or department Multiple users Single user
Total loss of service Critical High High Medium
Severe disruption High High Medium Medium
Slight disruption High Medium Medium Low
No disruption Medium Medium Low Low

Service Management transitions to one of these phases:

  • Approve plan phase, if all of the following have a valid value:

    • Assigned group

    • Risk assessment

    • Remediation plan

    • Back-out plan

    • Scheduled start date

    • Scheduled end date

  • Abandon phase, if Closure code = Abandoned.

Changes transition from Plan to the Approve plan or Abandon phase.

ClosedApprove plan phase
Event Action or Condition
Entering

Service Management actions:

  • Send a notification to all approvers (Change Manager group) that the change requires technical approval.

  • If Assigned person is blank, send a notification to the Assigned group that the change has reached the approve plan phase.

  • If Assigned person is not blank, send a notification to the Assigned person that the change has reached the approve plan phase.

Service Management transitions to one of these phases:

  • Build and test phase, if all of the following are true:

    • All tasks are complete

    • Approval status = Approved

    • Build and test required = true

  • Approve deployment phase, if all of the following are true:

    • All tasks are complete

    • Approval status = Approved

    • Build and test required = false

  • Plan phase, if Approval status = Denied.

  • Abandon phase, if Closure code = Abandoned.

Changes transition from Approve plan to the Build and test, Approve deployment, Plan, or Abandon phase.

ClosedBuild and test phase
Event Action or Condition
Entering

Service Management actions:

  • Send a notification to all approvers (Change Manager group) that the change requires technical approval.

  • If Assigned person is blank, send a notification to the Assigned group that the change has reached the build and test phase.

  • If Assigned person is not blank, send a notification to the Assigned person that the change has reached the build and test phase.
After change

Required fields must contain data:

  • Title

  • Description

  • Requested by

  • Reason for change

  • Justification

  • Service

  • Business Impact

  • Urgency

  • Assigned group

New required fields:

  • Risk assessment

  • Implementation plan

  • Remediation plan

  • Scheduled start date

  • Scheduled end date

Service Management actions:

Set Priority equal to a value from the following table:

  Enterprise Site or department Multiple users Single user
Total loss of service Critical High High Medium
Severe disruption High High Medium Medium
Slight disruption High Medium Medium Low
No disruption Medium Medium Low Low

Service Management transitions to one of these phases:

  • Approve deployment phase, if all of the build and test tasks are complete.

  • Abandon phase, if Closure code = Abandoned.

Changes transition from Build and test to the Approve deployment or Abandon phase.

ClosedApprove deployment phase
Event Action or Condition
Entering

Service Management actions:

  • Send a notification to all approvers (Change Manager group) that the change requires deployment approval.

  • If Assigned person is blank, send a notification to the Assigned group that the change has reached the deployment approval phase.

  • If Assigned person is not blank, send a notification to the Assigned person that the change has reached the deployment approval phase.

Service Management transitions to one of these phases:

  • Execute phase, if Approval status = Approved.

  • Build and test phase, if all of the following are true:

    • Approval status = Denied

    • Build and test required = true

  • Plan phase, if all of the following are true:

    • Approval status = Denied
    • Build and test required = false

  • Abandon phase, if Closure code = Abandoned.

Changes transition from Approve deployment to the Execute, Build and test, Plan, or Abandon phase.

ClosedExecute phase
Event Action or Condition
Entering

Service Management actions:

  • If Assigned person is blank, send a notification to the Assigned group that the change has reached the execute phase.

  • If Assigned person is not blank, send a notification to the Assigned person that the change has reached the execute phase.
After change

Required fields must contain data:

  • Title

  • Description

  • Requested by

  • Reason for change

  • Justification

  • Service

  • Business Impact

  • Urgency

  • Assigned group

  • Risk assessment

  • Implementation plan

  • Remediation plan

  • Scheduled start date

  • Scheduled end date

Service Management actions:

Set Priority equal to a value from the following table:

  Enterprise Site or department Multiple users Single user
Total loss of service Critical High High Medium
Severe disruption High High Medium Medium
Slight disruption High Medium Medium Low
No disruption Medium Medium Low Low

Service Management transitions to one of these phases:

  • CMDB Update phase, if all of the following are true:

    • All execute tasks are complete

    • Execution start date has a valid value

    • Execution end date has a valid value

  • Remediatie phase, if Remediate comment is not blank

  • Abandon phase, if Closure code = Abandoned

Changes transition from Execute to the CMDB Update, Remediate, or Abandon phase.

ClosedCMDB Update phase
Event Action or Condition
Entering

Service Management actions:

  • If Assigned person is blank, send a notification to the Assigned group that the change has reached the update CMDB phase.

  • If Assigned person is not blank, send a notification to the Assigned person that the change has reached the update CMDB phase.
After change

Required fields must contain data:

  • Title

  • Description

  • Requested by

  • Reason for change

  • Justification

  • Service

  • Business Impact

  • Urgency

  • Assigned group

  • Risk assessment

  • Implementation plan

  • Remediation plan

  • Scheduled start date

  • Scheduled end date

New required fields:

  • Execution start date

  • Execution end date

Service Management actions:

Set Priority equal to a value from the following table:

  Enterprise Site or department Multiple users Single user
Total loss of service Critical High High Medium
Severe disruption High High Medium Medium
Slight disruption High Medium Medium Low
No disruption Medium Medium Low Low

Service Management transitions to one of these phases:

  • Review phase, if all update CMDB tasks are complete.

  • Abandon phase, if Closure code = Abandoned.

Changes transition from CMDB update to the Review or Abandon phase.

ClosedReview phase
Event Action or Condition
Entering

Service Management actions:

  • If Assigned person is blank, send a notification to the Assigned group that the change has reached the review phase.

  • If Assigned person is not blank, send a notification to the Assigned person that the change has reached the review phase.
After change

Required fields must contain data:

  • Title

  • Description

  • Requested by

  • Reason for change

  • Justification

  • Service

  • Business Impact

  • Urgency

  • Assigned group

  • Risk assessment

  • Implementation plan

  • Remediation plan

  • Planned start date

  • Planned end date

  • Execution start date

  • Execution end date

Service Management actions:

Set Priority equal to a value from the following table:

  Enterprise Site or department Multiple users Single user
Total loss of service Critical High High Medium
Severe disruption High High Medium Medium
Slight disruption High Medium Medium Low
No disruption Medium Medium Low Low

Service Management transitions to the Close phase if all review tasks are complete.

All changes transition from Review to the Close phase.

ClosedClose phase
Event Action or Condition
Entering Service Management sends a notification to the Change Manager with the review results, confirming the change has reached the close phase.
ClosedRemediate phase
Event Action or Condition
Entering

Service Management actions:

  • If Assigned person is blank, send a notification to the Assigned group that the change has reached the remediation phase.

  • If Assigned person is not blank, send a notification to the Assigned person that the change has reached the remediation phase.
After change

Required fields must contain data:

  • Title

  • Description

  • Requested by

  • Reason for change

  • Justification

  • Service

  • Business Impact

  • Urgency

  • Assigned group

Service Management transitions to the Review phase if all remediation tasks are complete.

All changes transition from Remediate to the Review phase.

ClosedAbandon phase
Event Action or Condition
Entering Service Management sends a notification to the Change Manager, confirming the change is abandoned.

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