Cherwell: Creating a New Emergency Change Request

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Change Management

Change management is the process responsible for controlling the lifecycle of all changes, enabling beneficial changes to be made with minimum disruption to IT services. ITS’s Change Management ensures that Changes are recorded, classified, scheduled, implemented, and reviewed to minimize Service disruption to the company.

About Change Request Records

A Change Request is a record that tracks the addition, removal, or modification of anything that could affect IT Services. These can include changes to architectures, processes, tools, metrics, documentation, and other Configuration Items.

There are three types of Changes:

  • A Standard Change is a well-documented, low risk, low cost, occurs frequently, and is thoroughly understood by the Change Advisory Board (CAB). The Change only needs to be authorized by the CAB once before it is added to a list of Standard Changes.

  • A Normal Change is unknown how the Change might affect the system. Though the CAB must authorize the Change before implementation, it is not considered a high priority, and can be addressed during the regular CAB meeting time or via email, depending upon the risk level.

  • An Emergency Change is a break in the system and must be addressed immediately so that the system can resume operation. Since the Change is critical, it requires immediate attention from the Emergency Change Advisory Board (ECAB).

Creating a New Emergency Change Request

When creating a new Change Request record in Cherwell, the default Change Type is Normal.

Create a New Standard Change

 

1. In the Main Menu, click New>New Change Request. The Normal Change record is divided into four main sections: Info, Classify, Assess, Implement and Review.

2. In the Change Type dropdown, select Emergency.

3.    Enter all required fields indicated below, then click the Move to Assessing link. The record will be saved and moved to the Assessing status.

required fields for the initial emergency change request

4.     Click Next to move to the Assess screen. Enter all required fields indicated below, then click the Move to Pre-Implementation link. The record will be saved and moved to the Pre-Implementation status.

required fields for the emergency change request assessing step

5.  Click Next to move to the Implement screen. Enter all required fields indicated below, then click the Move to Submit for Approval link. The record will be saved and moved to the Approval status.

required fields for the emergency change request pre-implement step

6.

  • a. If the Emergency Change was denied, the change request will be closed and a Normal or another Emergency Change request will need to be submitted.
  • b. If the Emergency Change was authorized, the requestor and implementation team will receive an email similar to the example show below

 

 

authorized emergency change email example

7.     After the changed has been approved, the change may now be implemented according to schedule. Navigate to the Implement screen by using the Next button at the bottom-right and enter all required fields indicated below, then click the Move to Review link. The record will be saved and moved to the Review status for review by the Change Management team.

authorized emergency change email example

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11/26/2018 12:57:08 PM