Internal Process for Change Management team

At times the Assessor and/or CI Approver will not be available for approval. 

1. If the Assessor is not available:
   1. If the current Assessor is also the only CI Approver, add another Approver (Edit on Approvals related list) who is a Manager that can act as both Assessor and CI Approver.  You may need to add two, a team member to do the Assessment and a manager or director to approve as the CI Approver.  
   2. After adding the additional Approvers, Approve as the "missing person".   Use the "i" next to the Approval on the Change Request related list Approvers.  In the comments box, add a comment as to why you're approving and who's been added and why.
   3. Send a personal email to the "added" approver(s) and let them know why they are approving CHGxxxxxxx .  This could be the same comment you added when Approving for the missing person.
2. If the Approver is not available.  Can you determine who should approve for this Service Offering in their stead?  Most likely it's going to be a manager or director in the same area of operations. 
   1.  First add the Approver, using the Edit on Approvers related list).
   2.  After adding the additional Approvers, Approve as the "missing person".   Use the "i" next to the Approval on the Change Request related list Approvers.  In the comments box, add a comment as to why you're approving and who's been added and why.

Note: In some cases, the Approver can be reached by phone.  If so, accept verbal approval after reviewing the Change and use the "i" next to the approval to both approve and include a comment on the approval that it was received by "x" verbally on the phone on x day at x time.

Conducting PIR  (state PIR) for Type Emergency

1. Add a task with Affected CI as "ServiceNow" and Short Description as "PIR: " and Description why PIR is being conducted, Assignment group is "UIT Change Management" and Assigned to is <current user>.
2. Review the Emergency Change Request and any change tasks to see what happened and what questions you need to ask the Change Owner (Change Request - Assigned to), their manager or both.   The most common questions for Emergency Changes center around Need for and approval of change by Manager.  Other things to consider on Emergency change requests are the dates (created, planned start, actual start & end) - are they correct, was it really and emergency or was there enough time to get approval using Normal/Expedited change.  Was the change tested or recommended by external vendor support.  If there was no incident linked, ask for it or why there wasn't one.  Is there anyway to avoid having to this change again in "emergency" way.
3.  Send an email to the appropriate "Assigned to" and ask your question(s).  Copy and past emailed questions onto the PIR task.
4. After "Assigned to" responds to your email, copy/paste their reply into the Notes on the task. 
5. Are you satisfied with the response?  Does the response indicate that a Problem should be created?
   1. If you're not satisified, follow up on the users' email with additional questions and updating the worknotes on the PIR task.
   2. If a problem ticket is required enter it and copy/paste number in the PIR Task.
      (highly likely for Emergency)
6. If you're satisfied with response and problem ticket has been created (or not), summarize a very short topic/classification of the PIR and enter in the Short description after PIR: .  Something like
   PIR:  Emergency - appropriate use or not appropriate.
7. When fully done with PIR, Close the PIR Task as Closed - Successful.
8. Mark the Change Request as PIR : Completed.
9. Before closing the Change Request, did the Change owner indicate that he selected the wrong close code for the Change Request?   If so, update the Change Request Closure tab with the correct Close Code.   This could mean either changing it from successful to unsuccessful if the task failed and the change owner marked the Change Request as Successful but corrected themself during PIR or marking it as Successful because they selected the wrong code on the Change Request. and select "Close" button.  If you change the Change Owner's Close Code, make a note of why you're doing so in the work notes.
10. Click the Close button.

Note: After closing the PIR Task, no one will be assigned to PIR, so you should plan on completing steps 7 - 10 consecutively.

Do you think PIR is require on a Change?  If so, set PIR to Required and add a comment that will help you and rest of Change Management Team know why you set it.   Keep in mind that All Emergency Change requests along with any Change that was Completed - Unsuccessfully or where the task was Completed Unsuccessfully.

Conducting PIR (any Change in the state of PIR is ready for the Change Management team to complete).

1. Add a task with Affected CI as "ServiceNow" and Short Description as "PIR: " and Description why PIR is being conducted, Assignment group is "UIT Change Management" and Assigned to is <current user>.
2. Review the Change Request and any change tasks to see what happened and what questions you need to ask the Change Owner (Change Request - Assigned to) or in some cases Change Task Assigned to.   The most common questions I see (unless notes specifically state otherwise) is did you use the wrong Close code?  In most cases, the answer is 'yes'.  
3.  Send an email to the appropriate "Assigned to" and ask your question(s).  Copy and past emailed questions onto the PIR task.
4. After "Assigned to" responds to your email, copy/paste their reply into the Notes on the task. 
5. Are you satisfied with the response?  Does the response indicate that a Problem should be created?
   1. If you're not satisified, follow up on the users' email with additional questions and updating the worknotes on the PIR task.
   2. If a problem ticket is required enter it and copy/paste number in the PIR Task.
6. If you're satisfied with response and problem ticket has been created (or not), summarize a very short topic/classification of the PIR and enter in the Short description after PIR: .  Something like
   PIR: wrong close code, PIR: wrong instructions or instructions not followed, etc.
7. When fully done with PIR, Close the PIR Task as Closed - Successful.
8. Mark the Change Request as PIR : Completed.
9. Before closing the Change Request, did the Change owner indicate that he selected the wrong close code for the Change Request?   If so, update the Change Request Closure tab with the correct Close Code.   This could mean either changing it from successful to unsuccessful if the task failed and the change owner marked the Change Request as Successful but corrected themself during PIR or marking it as Successful because they selected the wrong code on the Change Request. and select "Close" button.  If you change the Change Owner's Close Code, make a note of why you're doing so in the work notes.
10. Click the Close button.

Note: After closing the PIR Task, no one will be assigned to PIR, so you should plan on completing steps 7 - 10 consecutively.