Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Service Manager9.52

Use > Change Management > Change Management Workflows

Change Management workflows and user tasks

Change Management controls the process to request, manage, approve, and control changes that modify your organization’s infrastructure. This managed infrastructure includes assets such as, network environments, facilities, telephony, and resources. For user requests for products and services, refer to Request Fulfillment overview.

Change Management automates the approval process and eliminates the need for memos, E-mail, and phone calls, based on the following workflows.

Note The Standard, Normal, and Emergency change workflows have an implementation phase, which is named Execution, Deployment, or Implementation, respectively. The names are by design and selected to match the types of activities for the flows as specified in ITIL. The implementation phase in each workflow is named differently because the activities are different.

Change Proposal (ST 2.0)

Change proposals are submitted to change management before chartering new or changed services in order to ensure that potential conflicts for resources or other issues are identified. Authorization of the change proposal does not authorize implementation of the change but simply allows the service to be chartered so that the service design activities can commence.

A change proposal is used to communicate a high-level description of the change. This change proposal is normally created by the service portfolio management process and is passed to change management for authorization. In some organizations, change proposals may be created by a programme management office or by individual projects.

The following figure depicts the Change Proposal workflow in Process Designer.

The following table lists the user tasks during each phase of the workflow.

Phase	Tasks
Registration and Categorization	Create a new change record Update a change request Return a change request to the requester Assign a change owner for a change request
Risk and Impact Analysis	Assess the risk and impact of a change
Authorization	Approve a change request
Project Initiation	Create a change request from a change proposal
Closure	Review and close a change
Abandoned	Abandon a change request

Standard Change (ST 2.2)

A Standard Change is a pre-authorized change that follows a standard procedure, for example, a password reset or the provision of standard equipment to a new employee. Standard Change uses the Change Model configured in the system which can pre-populate the information in the change record on registering the Change.

For an activity to be accepted as a Standard Change, the following requirements must be met:

The documented tasks must be commonly known and proven
Authority will be given in advance based on predetermined criteria
The chain of events can be initiated by a functional Service Desk
Budgetary approval will typically be predetermined or within the control of the Change Requester

The following figure depicts the Standard Change workflow in Process Designer.

The following table lists the user tasks during each phase of the workflow.

Phase	Tasks
Registration and Categorization	Create a new change record Update a change request Return a change request to the requester Assign a change owner for a change request
Plan and Schedule	Prioritize a change request Plan and schedule a Standard change
Authorization	Approve a change request
Execution	Implement a Standard change Cancel open tasks for a change record Close a change task
Abandoned	Abandon a change request
Remediation	Review and close a change
Post Implementation Review	Review and close a change
Closure	Review and close a change

Normal Change (ST 2.3)

A Normal Change is a change that is categorized, prioritized, planned and that follows all approvals before deployment. The Normal Change activities describe the steps necessary to process a Normal Change by coordinating work effort. Normal Change can be further categorized as Major and Minor. Both Major and Minor changes go through the same workflow except that, for a Normal Major RFC the TCAB Approval phase is a manual transition & the change has to be approved manually by TCAB members. In a Normal Minor RFC the TCAB Approval phase is auto approved, this phase is optional in Minor RFC but it is still configured in Out of Box. The Change must be appropriately reviewed, approved, and executed successfully through the Normal Change process at least once prior to acceptance.

The following figure depicts the Normal Change workflow in Process Designer.

The following table lists the user tasks during each phase of the workflow.

Phase	Tasks
Registration and Categorization	Create a new change record Update a change request Return a change request to the requester Assign a change owner for a change request
Abandoned	Abandon a change request
Validation	Validate a Normal change
Risk and Impact Analysis	Assess the risk and impact of a change
Build Authorization	Approve a change request
Build and Test	Build and test a change
Deployment Authorization	Approve a change request
Deployment	Implement a Normal change Cancel open tasks for a change record Close a change task
Remediation	Review and close a change
CMDB Update	Update the CMDB for associated configuration items
Post Implementation Review	Review and close a change
Closure	Review and close a change

Emergency Change (ST 2.4)

An Emergency Change can also be initiated in the Incident Management process. They should be used only to repair an IT service error that is negatively impacting the business at a high level of severity. Changes that are intended to make an immediately required business improvement are handled as normal changes, although they may be assigned a high priority based on the urgency of the required business improvement.

The emergency change process follows the normal change process, except for the following:

Approval is given by the Emergency Change Approval Board (E-CAB) instead of waiting for a regular CAB meeting.
Testing may be reduced, or in extreme cases eliminated, if doing so is considered necessary to deliver the change immediately.
Updating of the change request and configuration data may be deferred, till normal working hours.

If the E-CAB decides to handle an emergency change as a normal change, the emergency change is re-categorized and implemented using the Normal Change process.

The following user roles are involved in Emergency Change Handling:

Change Manager
E-CAB
Change Owner

The following figure depicts the Emergency Change workflow in Process Designer.

The following table lists the user tasks during each phase of the workflow.

Phase	Tasks
Registration and Categorization	Create a new change record Update a change request Return a change request to the requester Assign a change owner for a change request
Risk and Impact Analysis	Assess the risk and impact of a change
Build Authorization	Approve a change request
Build and Test	Build and test a change Use Task Planner to plan change tasks
Abandoned	Abandon a change request
Implementation	Implement an Emergency change Cancel open tasks for a change record Close a change task
Remediation	Review and close a change
Post Implementation Review	Review and close a change
Closure	Review and close a change

Send Help Center feedback