Create a Change Request in ServiceLink

Important Information

Use your UMICH uniqname and Kerberos password to log in to ServiceLink.

Changes to ITS services and their related components are tracked and planned using change requests in ServiceLink. There are three types of change requests:

• Routine: common changes that follow an established path and are relatively low risk, such as standard maintenance.
• Comprehensive: changes that require ample planning, may impact multiple teams, may pose a risk to services, and/or may require a service outage, such as system upgrades.
• Emergency: changes that need to be made immediately in response to a disruption or imminent disruption to a production service.

The following details the steps to create a new change request in ServiceLink. Be aware that your business processes and the use of templates may result in deviations in these steps. Always consult with your assignment group to ensure you are following all required procedures.

Step-by-Step Process

1. Click Create New.
Note: A change request can also be created from within an Incident or Problem record.
2. Enter the name of a template or Lookup to select a template in the Template field, if applicable. Templates are pre-defined structures for specific changes as created by Assignment Groups. Templates can auto complete fields and generate workflows.
3. Select the Type of change from the drop-down menu.
   
4. Enter the Configuration Item or use the Lookup to select one in the Configuration Item field.
Note: The Configuration Item is the component being changed, and may be a service, lower-level application or physical infrastructure. A CI is required to close the change record
5. Select the Impact and urgency of the request from the Impact and Urgency drop-down menus. The Priority is automatically set based on these factors
6. Enter the assignment group responsible for the change request, or use the Lookup to select one, in the Assignment Group field.
7. If applicable, enter the individual overseeing the change, or, use the Lookup to select one in the Assigned to field.
8. Enter a summary of the change in the Short Description field.
9. Enter a detailed explanation of the change and its expected outcome in the Description field.
10. Right click on the title bar and select Save.

Note: Saving the record does the following:

• Routine : The Approval field is set to Approved and an implementation task is created.
• Comprehensive : No additional actions performed.
• Emergency : The approval process is triggered, and an implementation task is created.

Note:

• If the planned implementation dates are known, complete the following steps.
• If the planned implementation dates are not known but planning for the change has begun, set the State field to Planning - Not Scheduled . For Comprehensive changes, this creates a planning task.
11. Click the Schedule tab.
12. Select the starting date/time of the planned change in the Planned start date field.
13. Select the ending date/time of the planned change in the Planned start date field.
14. Select Planning - Scheduled from the State drop
    Note: When working with Comprehensive changes, changing the State to Planning - Scheduled triggers the approval process.