This presentation describes how you can help to design a modified change management workflow, the implementation of a modified change management workflow and how to configure the CMDB. For more information on Management Cloud solutions from CA Technologies, please visit: http://bit.ly/1wEnPhz

1. ca Intellicenter
CA Cloud Service Management:
Configuring Change Management
Kevin Stewart
MCX02E #CAWorld
CA Technologies
Senior Instructor

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Technical Publications

4. Configure a change management workflow.

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Scenario—Overview
If the configuration items (CIs) are objects that are affected by regulation— such as the Health Insurance Portability and Accountability Act (HIPAA), Sarbanes-Oxley (SOX) Act and others—the ticket is to be routed for approval to a Regulatory Approval group with different approvers after all other approvals are complete.
The following changes are to be made:
Add a new approval path to an existing workflow.
Change the approval workflow and background actions for CIs related to this regulatory approval change.

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After this session, you will be able to:
Describe how to design a modified change management workflow.
Describe the implementation of a modified change management workflow.
Describe how to configure the CMDB.
Session Objectives

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By designing a modification to a change management workflow, you will be able to adjust change management workflows as needed to suit your business requirements.
Definition of Change Management
Information Technology Infrastructure Library (ITIL®) defines a change as an addition, modification or removal of an existing IT system or service.
The change management process includes:
–Classification of the change
–Defining the approval process
–Implementing the change
–Validating results of the change
–Closing the change request

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Normal Change Management Workflow
The normal change ticket starts with a ticket template and is moved through the workflow using workflow actions and approval phases.
1.Raise Change
2.Manager Approval
3.Change Manager Review
4.Implementation
5.Normal Post Implementation Review (PIR)
6.Closure

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Workflow—Terms and Definitions
Following are the commons terms used to define the steps and actions which define ticket management workflow:
Ticket Template –Form pre-filled with data typical for different types of common problems
Auto Route –Set assignment of tickets and initiation of workflow actions on a ticket
Phase –Stage within the lifecycle of a ticket at which Workflow Actions can be selected or Approval Phases triggered
Approval Phase –Phase within a phase where both approval/rejection workflow actions execute. This phase is processed by the approval engine.
Workflow Actions –Set of actions that can be performed on a ticket
Reason Code –Reason for action or stage within the lifecycle of a ticket

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Workflow Considerations
1.Identify approval and rejection actions in all approval steps.
2.Create hidden workflow actions for approved and rejected actions. Note: The approval action for the first approval step will be the submit for approval workflow action for the second approval step.
3.Create withdraw from approval workflow actions.
4.Create submit for approval workflow actions.
5.Create approval groups related to each approval phase.
Change ReviewedChange ApprovalApproval Step 1Action on RejectionSubmit for ApprovalApproval PhaseAction on First ApprovalApproval Step 2Action on Second ApprovalAction on Rejection

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Workflow Components Affected by the Scenario

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Approval Phases
An approval phase, represented by a diamond, is typically located under its respective phase in the workflow. At each approval phase, the change request is:
Approved: moved forward
Rejected: returned or closed
This abbreviation indicates:
WA = Workflow Action
When change request is submitted for a manager’s approval, the manager can:
•Approve the request and submit it for change manager review, or
•Reject it and send it back to the requester

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Special Functions
When an action is frequent, repetitive and predictable, you can use special functions to run an automatic action on a ticket without the manual action normally required.
The Special Functions list displays a variety of automatic actions.
In change management workflows, the Submit For Approval or Withdraw From Approval special functions are commonly used.

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Background Workflow Actions
Background workflow actions are denoted by a “zz” prefix to the names of workflow actions. These types of workflow actions:
Are hidden from appearing onthe Actions menu
Run automatically without any manual intervention

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To implement a new change management workflow based on particular CIs, the CMDB needs to be configured with specific CI information.
CMDB Configurations
The CMDB needs to be configured with the following information:
CI attributes
Asset and CI attribute templates
CI categorizations
CI approvers
CI relationships

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CI Attributes
CI attributes are created using the following:
1.Create the underlying attribute for the CIs on the Custom Attributes tab.
2.Create a mapping between the CCTIs of the attributes that a CI will inherit using the Custom Asset/CI Attribute Templates tab:
The Regulated list attribute displays two options: Yes and No.

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Asset and CI Attribute Templates
After having created the underlying attributes for a CI, they are then mapped to the CI through the use of the CCTI.

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CI Categorizations
CCTI:
Class
Category
Type
Item
Use the following process to assign a CCTI to a CI:
Create the underlying CCTIs on the Manage Categorizations tab.
Create the CIs on the Configuration Management tab.
For each CI, assign the appropriate CCTI.

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CI Relationships
CIs can be related together to provide a particular IT service.
For example, an organization might have servers associated with one or more regulated services.
This relationship needs to be a factor in the change approval process.

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Session Summary
You should now be able to do the following:
Describe how to design a modified change management workflow.
Describe the implementation of a modified change management workflow.
Describe how to configure the CMDB.

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For More Information
To learn more about Management Cloud, please visit:
http://bit.ly/1wEnPhz
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Management Cloud

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For Informational Purposes Only
© 2014CA. All rights reserved. All trademarks referenced herein belong to their respective companies.ITIL® is a Registered TradeMark of AXELOS Limited.
This presentation provided at CA World 2014 is intended for information purposes only and does not form any type of warranty. Some of the specific slides with customer references relate to customer's specific use and experience of CA products and solutionssoactual results may vary.
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