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Change Approval, Status and Transition

Diagram showing state changes, explained below
State Possible Transitions
Draft

When a Change is created, it starts in the Draft state. The "Draft" state allows the Change Request to be configured at a later time where additional details can be added.  When the Change Request is ready, the Change Owner (Assigned to) can "Request Approval".

Change Types: Normal, Expedited, Emergency, Standard, Informational
Approval State : Not Requested
Assessment

The first step in the Change Request workflow is Assessment.  During this step the Change Request is reviewed by the "Assessor" (or "Alternate assessor") who insures that all elements of the change are correct.  This includes "Risk Assessment" answers (sets "Risk/Impact" rating), "Risk and impact analysis", "Planned start date", "Outage" (if appropriate), etc.  The Assessor has the ability to modify Change Request if needed to make needed corrections instead of returning the Change Request to the Change Owner (Assigned to).

Change Types: Normal, Expedited, Emergency, Standard, Informational
Approval State : Requested
Exception Process: If required Approver is not available and has not 'Delegated' their ServiceNow approval authority in advance of this step, then contact a Change Manager (Slack #change-management) who will escalate with approver's manager and then act on the change assuming another listed approver is not available.
Submitted

The second step in the Change Request workflow is Submitted.  There are multiple types of approvals in this status. Approvals start with Risk/Impact level approver(s) first, the move to the UIT Change Management group (for Risk/Impact Very High and High) and then to any 'ad hoc' approvers added to the Approver related list.

  • The Change Request is reviewed by the  CI (Service) "Approver".  If the modification to the Service is acceptable and fully tested, they provide their approval. There could be multiple Services on the change at this point and there is an approver for each.
  • After all the Service (CI) approvals are completed, there could also be Change Managemenet (CAB) approval if the Risk/Impact is 1 or 2.  If the change is marked as "CAB supported" prior to reaching the Change Manager approval is bypassed.
  • Also included in this step are any Approvers which were manually added prior to the last approval.

Approvers are not allowed to make changes to the Change Request, instead must Reject the change if any adjustments are needed.  

Change Types: Normal, Expedited, Emergency
Approval State : Requested
Exception Process: If required Approver is not available and has not 'Delegated' their ServiceNow approval authority in advance of this step, then contact a Change Manager (Slack #change-management) who will escalate with approver's manager and then act on change assuming another listed approver is not available.
Scheduled

After all approvals are completed, the Change Request becomes Scheduled.  Stays in this state until the Planned Start date (and time).

Change Types: Normal, Expedited, Standard
Approval State : Approved
Work in Progress

After all approvals are completed, the Change Request becomes Scheduled.  Stays in this state until the Planned Start date (and time).

Change Types: Normal, Expedited, Standard
Approval State : Approved
PIR
(optional)

After the Change Request has been marked as "Closed" by the Change Owner, the Change Request may enter a state of PIR (Post Implementation Review).  Stays in this state until the UIT Change Management group completes PIR.  It may enter PIR automatically if the Change Request is and Emergency Change or if any change type is set to Closed Unsuccessful or if one of the Change Tasks is set to Closed Unsuccessful or Closed Canceled.  The UIT Change Management group may also manually set the PIR field to required.

Change Types: Normal, Expedited, Emergency
Approval State : Approved

Closed

  • Successful
  • Unsuccessful
  • Canceled

In order for a Change to be closed, the Change Owner (Assigned to) must select the Close Code and enter Close notes.  Once the Change Request has been Closed (Successful, Unsuccessful, Canceled) no more changes to the Change can be made unless the Change Request must undergo PIR. 

Note: In order to "Cancel" a change request, the "Assigned to" must first Withdraw the Change Request which places it into Draft state.  Changes that have begun can not be Withdrawn and therefor must be "Closed Unsuccesssful". 

Change Types: Normal, Expedited, Emergency, Standard, Informational
Approval State : Approved
Last modified March 21, 2024