Change Management use case
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Summary of Change Management use case
The Change Management use case in IT Service Management (ITSM), particularly for incident and change processes, emphasizes identifying critical data locations to reduce mean time to resolve incidents and prevent outages caused by changes. By applying the Common Service Data Model (CSDM) framework, organizations gain enhanced visibility into how changes impact services and service offerings, enabling better decision-making and risk mitigation.
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Key Features
- Impact Understanding: CSDM enables users to clearly understand the impact of a change on affected services and service offerings.
- Dynamic Change Routing: Changes are automatically routed, with Change Management identifying and notifying all affected services to support approval decisions.
- Subscription-Based Impact Identification: Related lists on service offerings track who has access and who may be impacted by outages. These include subscriptions by company, department, group, location, and user, allowing incidents or changes to identify impact via subscription tables.
- Approver Identification: Business service offerings help identify business approvers based on approval groups and business criticality, while technical service offerings provide technical approver and assignment group details to aid routing of changes and tasks.
- Synchronization and Environment Management: Offerings may synchronize attributes onto Configuration Items (CIs), reducing manual data maintenance. Application services distinguish between production and non-production environments, with the environment attribute preferred over legacy mappings.
How to Use the Change Management Capabilities
- Populate the Configuration Item (CI) attribute on the Change Request form with the target CI to enable detailed change routing and impact analysis.
- Use the Impacted Services related list to associate services and service offerings related to the CI, providing context for service impact.
- Optionally, use the Service and Service Offering attributes to identify provider services responsible for the selected CIs.
- Optionally, populate the Affected CI related list to add additional CIs that may have caused the change; this can be done manually or via dynamic population, which requires additional configuration.
Key Outcomes
By leveraging the CSDM framework within Change Management, customers gain contextual visibility into:
- Which CIs are involved in a change
- Which services and service offerings are affected
- Who needs to be notified and involved in approvals and assignments
- Reduced manual data maintenance through synchronization of offerings to CIs
This enables faster, more informed decision-making, better risk mitigation, and improved change success rates, ultimately reducing outages and incident resolution times.
For ITSM, specifically incident and change, identifying the location of critical data can help reduce mean time to resolve incidents and eliminate outages caused by change.
Key features of the Change Management use case
Applying the CSDM framework provides value to Change Management in the following ways:
- Enables users to understand the impact of a change on services and service offerings.
- Changes are dynamically routed.
- Change Management identifies and notifies all affected services to support the approval decision.
- Subscription: Related lists on service offerings that identify who has access to the
offering and thus may be impacted in an outage. An incident or change can identify impact using
the subscribed by tables. The related lists are as follows:
- Service Subscriptions by Company [service_subscribe_company]
- Service Subscriptions by Department [service_subscribe_department]
- Service Subscriptions by Group [service_subscribe_sys_user_grp]
- Service Subscriptions by Location [service_subscribe_location]
- Service Subscriptions by User [service_subscribe_sys_user]
- Business service offering may be used to provide the business approver based on approval_group and business_criticality. A business service may have multiple offerings, each with a different criticality.
- Technical service offering may be used to provide the technical approver approval_group and technical assignment group on the attribute assignment_group. May be used by change for routing of change and change tasks. May be synchronized onto the CI’s that the offerings manage thus reducing the manual overhead of maintaining manual data on thousands/millions of CI’s.
- Application service may be used to provide prod and non-prod (DEV, QA, UAT, etc.) environments. Non-prod environments may be filtered out if desired. The legacy used_for attribute maps to the
environment attribute. You should use the environment attribute.
Note:Some service offerings may identify the environment of the offering as well.
Results of the Change Management use case
The CSDM framework provides context for the changes. The context includes the CIs involved in the change and the services affected.
Use the Change Request form to see the impact of the change. Complete the following steps:
- Populate the Configuration Item attribute [configuration_item] with the target CI for the change activity. You can then use this CI to identify details for change routing. For example, you can use the CI data, such as “Assignment Group” or "Approval Group," and provide information about the service impact by using dependency relationships.
- Populate the Impacted Services related list [task_cmdb_ci_service] with the services that are related to the populated CI. These may include services and service offerings.
- (Optional) Use the Service and Service Offering attributes to identify the provider services responsible for managing the selected CIs.
- (Optional) Use the Affected CI related list [task_ci] to identify the CIs that may have
caused the change. These CIs are in addition to the CIs previously populated. The [task_ci]
table can be populated dynamically or manually.Note:Dynamic population is not part of the base system. To use dynamic population, you need to configure the Change Request form.