Process an unsuccessful change implementation

If a change causes a severe disruption in the production environment, you can activate the remediation plan developed in the Change Assessment and Planning phase to reverse the change and return the environment to the prechange state.

To process an unsuccessful change implementation, follow these steps:

1. Click Change Management  > Task Queue.
2. Select Change Task from the Queue list and Open Change Tasks Assigned to My Group from the View list.
3. Find the change implementation tasks for implementing the change and performing a production test. Use search or advanced search to find one or more records.
4. Click a task record to view its detail.

5. Verify that the change tasks were not completed successfully.

   • If the change implementation was unsuccessful, go on to the next step.
   • If the change implementation was successful, trigger the configuration management process to update the Configuration Management System (CMS) for the affected configuration item (CI).
6. Update the Change form description with details about the unsuccessful implementation.
7. Activate the remediation plan by creating change tasks to execute the fall back scenario, and assign the tasks to the responsible Change Analyst.
8. When all tasks are complete, Service Manager automatically moves the phase from Change Implementation to Change Evaluation and Closure.

Process a successful change implementation
Create a change task
Reject a change task
Searching records

Coordinate change implementation (ST 2.5)