HP Service Manager. Software Version: 9.41 For the supported Windows and UNIX operating systems. Change Management help topics for printing

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1 HP Service Manager Sftware Versin: 9.41 Fr the supprted Windws and UNIX perating systems Change Management help tpics fr printing Dcument Release Date: September 2015 Sftware Release Date: September 2015

2 Change Management help tpics fr printing Legal Ntices Warranty The nly warranties fr HP prducts and services are set frth in the express warranty statements accmpanying such prducts and services. Nthing herein shuld be cnstrued as cnstituting an additinal warranty. HP shall nt be liable fr technical r editrial errrs r missins cntained herein. The infrmatin cntained herein is subject t change withut ntice. Restricted Rights Legend Cnfidential cmputer sftware. Valid license frm HP required fr pssessin, use r cpying. Cnsistent with FAR and , Cmmercial Cmputer Sftware, Cmputer Sftware Dcumentatin, and Technical Data fr Cmmercial Items are licensed t the U.S. Gvernment under vendr's standard cmmercial license. Cpyright Ntice Hewlett-Packard Develpment Cmpany, L.P. Trademark Ntices Adbe is a trademark f Adbe Systems Incrprated. Micrsft and Windws are U.S. registered trademarks f Micrsft Crpratin. Oracle and Java are registered trademarks f Oracle and/r its affiliates. UNIX is a registered trademark f The Open Grup. Linux is the registered trademark f Linus Trvalds in the U.S. and ther cuntries. Fr a cmplete list f pen surce and third party acknwledgements, visit the HP Sftware Supprt Online web site and search fr the prduct manual called HP Service Manager Open Surce and Third Party License Agreements. Dcumentatin Updates The title page f this dcument cntains the fllwing identifying infrmatin: Sftware Versin number, which indicates the sftware versin. Dcument Release Date, which changes each time the dcument is updated. Sftware Release Date, which indicates the release date f this versin f the sftware. T check fr recent updates r t verify that yu are using the mst recent editin f a dcument, g t: This site requires that yu register fr an HP Passprt and t sign in. T register fr an HP Passprt ID, click Register n the HP Supprt site r click Create an Accunt n the HP Passprt lgin page. Yu will als receive updated r new editins if yu subscribe t the apprpriate prduct supprt service. Cntact yur HP sales representative fr details. Supprt Visit the HP Sftware Supprt site at: This website prvides cntact infrmatin and details abut the prducts, services, and supprt that HP Sftware ffers. HP Sftware nline supprt prvides custmer self-slve capabilities. It prvides a fast and efficient way t access interactive technical supprt tls needed t manage yur business. As a valued supprt custmer, yu can benefit by using the supprt website t: Search fr knwledge dcuments f interest Submit and track supprt cases and enhancement requests Dwnlad sftware patches Manage supprt cntracts Lk up HP supprt cntacts Review infrmatin abut available services Enter int discussins with ther sftware custmers Research and register fr sftware training Mst f the supprt areas require that yu register as an HP Passprt user and t sign in. Many als require a supprt cntract. T register fr an HP Passprt ID, click Register n the HP Supprt site r click Create an Accunt n the HP Passprt lgin page. T find mre infrmatin abut access levels, g t: HPSW Slutins Catalg accesses the HPSW Integratins and Slutins Catalg prtal website. This site enables yu t explre HP Prduct Slutins t meet yur business needs, includes a full list f Integratins between HP Prducts, as well as a listing f ITIL Prcesses. The URL fr this website is Abut this PDF Versin f Online Help This dcument is a PDF versin f the nline help. This PDF file is prvided s yu can easily print multiple tpics frm the help infrmatin r read the nline help in PDF frmat. Because this cntent was riginally created t be viewed as nline help in a web brwser, sme tpics may nt be frmatted prperly. Sme interactive tpics may nt HP Service Manager (9.41) Page 2 f 133

3 Change Management help tpics fr printing be present in this PDF versin. Thse tpics can be successfully printed frm within the nline help. HP Service Manager (9.41) Page 3 f 133

4 Change Management help tpics fr printing Cntents Change Management verview 7 What are changes? 8 Change identifiers 8 Time and date stamp 8 Pririty, impact, and urgency 8 Priritizatin 9 Clsure phase 10 Pst implementatin review 10 Remediatin plans 10 Change scheduling 10 Prjected service utage 11 Assessment capability 11 Change ntificatin and escalatin 12 Change archival 12 What are ntificatins? 13 Change access cntrl 13 Change recrds and CIs 14 Release management 14 Link Incident recrd t Change recrd 14 Link Change t Knwn Errrs 14 Service Desk ntificatin 14 HP Universal CMDB (UCMDB) integratin 15 Rle-based authrizatin 16 What is an apprval? 16 What is an apprval sequence? 16 Defining Apprvers 17 What are apprvers? 17 Apprval ptins 17 Apprval status 17 What is apprval status? 18 Apprval delegatin 18 What happens when I receive delegated apprval authrity? 19 What happens when I delegate apprval authrity? 20 Management reprts generatin 21 Change management reprts 24 Change Management reprting using HP IT Executive Screcard 25 HP Service Manager (9.41) Page 4 f 133

5 Change Management help tpics fr printing Release Management 28 Release Management phases 29 Release Management: Assess phase 29 Release Management: Plan and design phase 30 Release Management: Build and test phase 30 Release Management: Training phase 31 Release Management: Distributin and rllut phase 31 Release Management: Backut phase 32 Release Management: Verificatin phase 32 Terminating a release change 33 Change Management and Service Level Agreements 33 Change Management user rles 34 Chapter 2: Change Management wrkflws and user tasks 37 Create a new change recrd 42 Create a change request frm a change prpsal 44 Create a new change with a Release Management categry 45 Apply a change mdel t an existing change recrd 46 Update a change request 47 Update multiple change requests 48 Update multiple task recrds 49 Add an attachment t a change recrd 50 Open an attachment in a change recrd 51 View the details f an attachment in a change recrd 52 Delete an attachment frm a change recrd 52 Return a change request t the requester 53 Abandn a change request 54 Assign a change wner fr a change request 54 Assess the risk and impact f a change 55 Mark a change as Review Required 57 Priritize a change request 58 Plan and schedule a Standard change 58 Use Task Planner t plan change tasks 60 Cancel pen tasks fr a change recrd 63 Validate a Nrmal change 64 Relate a change t anther recrd 65 Unrelate a change t anther recrd 66 Apprve a change request 67 Update an active apprval delegatin 68 Delegate apprvals t anther peratr 69 HP Service Manager (9.41) Page 5 f 133

6 Change Management help tpics fr printing Disable an active apprval delegatin 70 Cpy an apprval delegatin 71 Build and test a change 71 Implement a Standard change 73 Implement an Emergency change 74 Implement a Nrmal change 75 Update the CMDB fr assciated cnfiguratin items 75 Clse a change task 78 Review and clse a change 79 Repen a change request r task 82 View the alert lg f a change 83 Change the phase f a change 83 Change the categry f a change 83 Print a change request 84 Print a change request list 84 Set a reminder fr a change request 85 View a list f services ptentially affected by an utage 86 Send a ntificatin frm a task r change request 87 Manually calculate Time Perid cnflicts fr a change 88 Access Change Management reprts 89 Change Management administratin 90 View the Change Management backgrund prcessr 91 Cnfigure Change Management assignment grups 91 Cnfigure glbal settings fr Change Management 92 Enable Change Manager t prmpt reasn fr relating and unrelating a change 94 Cnfiguring Change Management wrkflws 95 Access Change Management wrkflws 95 Create a Change Management wrkflw 96 Change Management cnfiguratin 97 Cnfiguring Change Management categries 98 Create a change categry r task categry 98 Add a new subcategry 99 Add a new subcategry frm a change categry 100 Cnfiguring change mdels 100 Create a new change mdel 101 Add a task t a change mdel 102 Map change mdel fields int change recrds 106 Use change mdels in the Service Catalg cnnectr 108 Enable r disable the Apply Change Mdel ptin fr a change wrkflw phase 109 HP Service Manager (9.41) Page 6 f 133

7 Change Management help tpics fr printing Managing apprvals in Change Management 110 What is an apprval? 111 What are apprvers? 111 Apprval delegatin 112 Glbal variables available fr apprval delegatin 113 Apprval ptins in Change Management 113 Managing alerts 114 What are the alert cntrls? 114 Alert prcessing files 115 Access an alert definitin recrd 115 Create an Alert Definitin recrd 116 Cnfiguring Change Management ntificatins 116 Access a ntificatin definitin recrd 117 View a message class recrd 117 Add a ntificatin definitin recrd 118 Change Management security 121 Change Management security areas 121 Change Management security rles and settings 122 Cnfiguring Change Management security 128 Set rights t changes and change tasks 129 Add security rles and settings 129 Add flder permissins t a security rle 130 Mdify an peratr recrd t enable Change Management access 130 Enable apprval delegatin 131 Send Dcumentatin Feedback 132 Change Management verview All changes t the Service Prtfli r service catalg are implemented thrugh Change Management and the changes that are managed by the Service Transitin life cycle stage are defined and agreed. Standardized methds and prcedures are used fr efficient and prmpt handling f all changes, in rder t minimize the impact f change-related incidents n business cntinuity, service quality and rewrk. T be effective, Change Management requires the fllwing input: HP Service Manager (9.41) Page 7 f 133

8 Change Management help tpics fr printing Plicy and strategies fr change and release Request fr change Change prpsal Plans (change, transitin, release, deplyment, test, evaluatin, and renditin) Current change schedule and prjected service utage (PSO) Current assets r cnfiguratin items As-planned cnfiguratin baseline Test results, test reprt, and evaluatin reprt All updates t changes and releases are recrded against service assets and/r cnfiguratin items in the Cnfiguratin Management System. What are changes? Changes are the recrds submitted that initiate a change in an IT service. Each change has a life cycle f apprvals, alerts, tasks (if required), phases, and clsure. When yu submit a change request, Change Management assigns a unique change recrd number. Change identifiers HP Service Manager autmatically creates a unique ID fr each RFC and Change Task when the recrd is pened. This field is mandatry and read-nly. The frmat f the ID is cnfigurable t meet custmer requirements. Time and date stamp HP Service Manager time and date stamps all events (manual r autmated) assciated with a Change recrd, frm the time the recrd is pened until it is clsed. These fields are mandatry and read-nly. Pririty, impact, and urgency Pririty is hw an individual service desk interactin, change request, incident, r prblem fits int the nging sequence f tasks required t clse the interactin, change request, incident, r prblem. It HP Service Manager (9.41) Page 8 f 133

9 Change Management help tpics fr printing als indicates hw sn the wrk shuld begin. Determining the pririty f a single service desk interactin, change request, incident, r prblem depends n hw many ther defects need attentin, the risk f delay, and the resurces available t fix it. Impact is the ptential business vulnerability. There is n glbal value; it is subjective and each business must set and mdify its wn impact value list. Urgency is a value that reflects hw sn the defect must be reslved t avid business cnsequences. It identifies hw sn yu must react t avert r reduce the impact f the defect n custmers. Assigning values t impact and urgency is subjective. Pririty is a HP Service Manager calculatin based n the values yu specify fr impact and urgency. As yu can experience assigning impact and urgency values, yu will refine yur decisin criteria. A service desk interactin, change request, incident, r prblem that is islated can have a lw impact initially, but a high urgency because f the ptential fr damage if the defect becmes widespread. Fr example, a new cmputer virus is a prblem that can escalate quickly. Priritizatin The Change frm includes fields t capture the impact and urgency f the RFC. These fields can be set as part f the Change Mdel using the Templates feature. The fields can als be ppulated based n the Service r CI that is identified fr the Change. HP Service Manager autmatically calculates pririty based n impact and urgency. The lists f values used fr impact, urgency, and pririty alng with the calculatin used t determine pririty can be mdified by the custmer. Impact cdes include: 1 Enterprise 2 Site/Department 3 Multiple Users 4 User Urgency and Pririty cdes include: 1 - Critical 2 - High 3 - Average 4 Lw HP Service Manager (9.41) Page 9 f 133

10 Change Management help tpics fr printing Clsure phase The Change wrkflws prvided in HP Service Manager cntain a Clsure phase that indicates that the Change is clsed. In the wrkflw viewer this phase is with a slid gray backgrund s it is visually evident that Changes in this phase are nt active. Clsure cdes are captured in the Pst Implementatin Review phase and can be cnfigured by the custmer. Pst implementatin review HP Service Manager Change wrkflws cntain a Pst Implementatin Review phase that supprts ntifying the persn respnsible fr the review and capturing the details f the review when it is perfrmed. Remediatin plans HP Service Manager prvides an ut-f-bx field that can be used t recrd the remediatin prcedures fr a specific RFC. The infrmatin in the Remediatin Plan field culd reference attached dcuments r external surces fr remediatin plan dcumentatin. The remediatin plan review is part f the Deplyment CAB apprval prcess f the Nrmal Change wrkflw. Change scheduling HP Service Manager prvides a Frward Schedule f Change. This calendar is accessible t anyne with view rights fr Changes. Users with nly view rights will have a read-nly view and users with update rights have read/write access. Service Manager prvides tw ptins fr a Frward Schedule f Change: An embedded Change Calendar (als referred t as Service Manager Calendar), which is based n a Calendar widget. This calendar can display time perid recrds and assciated business recrds in a graphic and intuitive user interface. It enables users in different lcatins and departments f yur rganizatin t ptimize their task planning accrdingly. Service Manager Calendar has a huge benefit f being a part f Service Manager. Its time perid rules engine mre effectively integrates time perid plicy int the change prcess, with HP Service Manager (9.41) Page 10 f 133

11 Change Management help tpics fr printing ntificatins f time perid vilatins and the capability t require additinal apprvals if time perids rules are vilated. It is easier t initially cnfigure and maintain. The Release Cntrl change calendar (als referred t as Release Cntrl Calendar), in which the Change Requests - Calendar View pane in Release Cntrl displays change requests that have been prcessed by HP Release Cntrl fr each calendar day in calendar frmat. Release Cntrl Calendar requires an integratin with HP Release Cntrl. Release Cntrl is better at change impact assessment, cnflict detectin, and leveraging CMDB data t reveal hw multiple changes interact. While it ffers time perid rules, they d nt interface with the change prcess. The Release Cntrl interface still handles a very large system with a huge change wrklad better than the Service Manager Calendar view. Fr Release Cntrl custmers that are nt leveraging the change assessment functinality (it depends n service and applicatin mapping t be effective) and are primarily using it t prvide a frward schedule f change, Service Manager Calendar may be a gd replacement fr Release Cntrl Calendar and its time perid capabilities can prvide a nice enhancement t the change prcess. Prjected service utage HP Service Manager has fields t capture the Scheduled Dwntime Start and Scheduled Dwntime End, as well as the Actual Dwntime Start and Actual Dwntime End that is the result f the Change. This infrmatin is visible in the Cnfiguratin Item r Business Service fields t shw the Prjected Service Outages fr that CI r Service. Assessment capability HP Service Manager ffers the fllwing assessment capabilities: Manual assessment f the impact f the change by the Submitter, Crdinatr, r Assignee. Cllisin detectin thrugh an integratin with HP Release Cntrl: One r mre RFCs fr the same CI are prpsed at the same time (). Resurce limitatins thrugh an integratin with HP Release Cntrl: when tw r mre RFCs are prpsed using the same resurces t alert the CAB t ptential resurce cnstraints. HP Service Manager (9.41) Page 11 f 133

12 Change Management help tpics fr printing Risk impact calculated using business rules and CMS relatinship infrmatin at the CI level thrugh an integratin with HP Release Cntrl. Histry f previus similar changes and hw successful they were. Fr mre infrmatin, see the HP Release Cntrl User Guide (Analysis Mdule Overview, Impact Analysis, Risk Analysis sectin) n the fllwing Web site: Click here t shw r hide links t related tpics. Related tasks "Assess the risk and impact f a change" n page 55 Change ntificatin and escalatin Change Management leverages Prcess Designer wrkflws, but nt direct HTML Mail rulesets, in cntrast t all ther Prcess Designer based mdules. Instead, Change Management uses calls t the ntificatin engine. As such, there are numerus ut-f-bx ntificatins available. These ntificatins can be custmized easily t prvide brad and deep cntrl and versight f the ntificatins and escalatin behavirs thrughut the wrkflw. The Change Management wrkflws deliver alert ptins via the alert engine. This slutin enables the definitin f alerts including: When the alert shuld be evaluated What wrk schedule is apprpriate fr determining the alert evaluatin What cnditins f the ChM recrd are indicative that the alert shuld trigger Wh shuld be ntified when the alert has triggered What actins shuld take place Change archival Clsure f prcessed changes and tasks is a standard part f the wrkflw. The clsure actin nt nly supprts saving f the recrd but separate validatins, rules, and pssibly even separate frms t ensure business success. Clsing a change des nt remve it frm the database. HP Service Manager (9.41) Page 12 f 133

13 Change Management help tpics fr printing The mst typical apprach fr archiving recrds is t leverage the chsen RDBMS tls frm Oracle r MS SQL Server t perfrm their database administratin fr purging and archiving. HP Service Manager prvides an archive and purge tl that can be cnfigured by table and criteria fr archiving. This is a facility nly the administratr wuld use. This capability allws the ability t archive either manually r n a scheduled basis. One new capability in this area is the ability t take advantage f the HP archive tl suite. These tls allw data t be archived ut f Service Manager int a system accessible file system. The prductin r alternative instance f Service Manager can then be used t access these data recrds. What are ntificatins? Messages are generated by HP Service Manager events, such as pening r clsing a change r task. Administratrs can edit these messages, add new messages, change the cnditins that trigger the messages, and select wh will receive the messages. The Ntificatin Engine nrmalizes ntificatin acrss the applicatins, remving the need fr each mdule t define its wn ntificatin prcess (like cm messages). The ntificatin engine can be called by PD rule type "Send Ntificatins", which can be attached t PD wrkflws at bth the phase and wrkflw levels. Alternatively, yu can use Prcess Designer Send HTML Mail rules t call HTML ntificatins frm the Prcess Designer wrkflw. Change access cntrl Change Management utilizes the new Prcess Designer security cntrls t permit authrized users t create, mdify, and clse changes and change tasks. The system prvides Update authrizatin ptins fr Never, Always, When Assigned and When assigned t wrkgrup. Fr example, ne user may be able t create and clse changes r tasks but nly mdify changes assigned t them. The system prvides the cnstruct f a user rle which allws administratin f many users with a single rle definitin. Access t functinality within each mdule is gverned by HP Service Manager security utilities, which define access based n rle and user. Service Manager prvides a security cntrl t segment data between multiple custmers. The Mandantan cntrls identify which custmer data a particular user r grup can access, update, r bth. HP Service Manager (9.41) Page 13 f 133

14 Change Management help tpics fr printing Change recrds and CIs HP Service Manager Change Management prvides the ability t link Cnfiguratin Items (CIs) t Change recrds. Change Tasks can be created based n the list f CIs in the Change recrd. The Change recrd will als include a list f Affected Services that are based n the tplgy infrmatin fr the linked CIs. Release management HP Service Manager Change Management includes a Release Management categry that prvides the ability t schedule and authrize crdinated release activities that span multiple RFCs. The Release recrd can cntain links t ne r mre Change recrds. This allws several RFCs t be assessed, scheduled, apprved, and deplyed as a grup. The executin f the changes happens in the individual Change and Change Task recrds that are linked t the Release. The executin f the individual Changes can be supprted by the integratin t HP Operatins Orchestratin (a run a run bk autmatin wrkflw tl) that autmates steps f sftware deplyment thrugh HP Server Autmatin and HP Client Autmatin depending n the target being deplyed t. Link Incident recrd t Change recrd HP Service Manager allws the creatin f links frm a Change recrd t an Incident recrd. RFCs can be created frm an Incident r an Incident can be related t an existing RFC. The Incident can als be indirectly related t a Change recrd thrugh the Prblem Management mdule. Link Change t Knwn Errrs HP Service Manager prvides the ability t create Changes frm Knwn Errrs and t link Changes t existing Knwn Errrs as recmmended in the best practice dcumentatin. Service Manager can als assciate Prblems and Changes thrugh cnfiguratin f the system. The related recrds tab shws established relatinships between Prblems and Knwn Errrs, which are stred as separate recrds in Service Manager, and Changes. Service Desk ntificatin can be generated when an RFC is created, updated r clsed and sent via standard delivery tls t individuals r grups. s can be generated and sent autmatically r manually. HP Service Manager (9.41) Page 14 f 133

15 Change Management help tpics fr printing Service Desk agents can be given access t the frward schedule f changes and their security rles used t cntrl their access rights. Yu may want t assign them read-nly access t the frward schedule f changes t avid the entire Service Desk team frm cnsuming change licenses. If an Incident recrd has ne r mre related Change recrds, the Service Desk agent can click n the link t see the related RFC(s). Additinally, Service Desk agents (r anyne using HP Service Manager) can use charts and views t get visibility int Change Management infrmatin, such as a list f Changes scheduled fr the next week. Users can easily create these charts and lists n the fly, and save them t their favrites, r they can be used t create dashbards fr grups f users. Authrized users can drill dwn int the details f recrds that are behind the charts and see individual recrds and their details. HP Universal CMDB (UCMDB) integratin HP Service Manager has an ut-f-bx integratin with the HP CMS slutin (UCMDB). The HP CMS strategy is t leverage web services and use cntributing CMDB and ther data repsitries thrugh a cmmn view f business services prvided by the UCMDB. As such, the integratin between HP UCMDB and HP Service Manager is using web services. HP UCMDB and the HP discvery tls prvide detailed CI and relatinship infrmatin built using an innvative discvery capability. Essentially, by listening n the netwrk and identifying applicatins and hardware talking thrugh standard prtcls, HP uses a spiral discvery apprach, interrgating applicatins t gain infrmatin abut levels 2 thrugh 7. This discvery capability understands hw applicatins and hardware are related and shws this in graphical frm. The infrmatin presented in the CMS is representative f the actual state and can be viewed within HP Service Manager in the Actual State tab in a CI recrd. This is an alternative view f the same data. HP Service Manager als prvides a deliberately simpler visualizatin f the CIs and their relatinships designed t prvide the Service Desk user a summary f the infrmatin held in the CMS. Indicatrs are used n the CI icns t visually shw the user there are pen recrds fr the CI. Change Management assessment capabilities are integrated with HP UCMDB t prvide impact analysis infrmatin based n the tplgical view f the CI data. Als, HP UCMDB prvides the ability t mdel the ptential impact f changes n the fly withut physically making the change. HP Service Manager (9.41) Page 15 f 133

16 Change Management help tpics fr printing Rle-based authrizatin Change Management uses a rle-based authrizatin system. Different members f the CAB can have different rles and therefre different rights in the Change Management mdule. In additin, members f a Change Grup can be identified as either Apprvers r Members f the grup. HP Service Manager als prvides the ability t temprarily assign apprval capabilities t anther user as lng as that user als has the apprpriate authrizatin. This is called apprval delegatin and custmers ften use this fr when they are ging n vacatin r will be ut f the ffice fr a perid f time. What is an apprval? An apprval ccurs when a user (apprver) r a grup f users (apprval grup) agrees t accept the risk, cst, and respnsibility t implement a change request r cmplete a task. The System Administratr defines membership in an apprval grup in each user s peratr recrd accrding t the User Rle. Change requests and tasks cntain apprval requirements. Apprvals give Change Management the ability t stp wrk and t begin certain wrk activities. As an apprver, yu can als be part f a change message grup that cnsists f reviewers and apprvers. If yu are an apprver fr a change message grup, yur task is t accept r deny the changes yur grup must apprve. When yu select the Apprve All Selected ptin, all the recrds in the list that are awaiting yur apprval are immediately apprved. Nte: Change Management des nt prmpt yu t verify that this is the actin yu want t take. What is an apprval sequence? An apprval sequence is the rder in which apprval requirements are activated. The lwest sequence numbers are available fr apprval activity. When apprval ccurs, the next highest number is activated. Sme apprvals must be sequential. In this case, apprval sequence numbers reflect the required rder. If an apprval grup shares the same sequence number, the grup members can apprve in any rder. HP Service Manager (9.41) Page 16 f 133

17 Change Management help tpics fr printing Defining Apprvers The Change security rles include a setting that defines whether users with that Rle are allwed t apprve Changes. The Change Tasks security rles prvide the same setting fr apprval f Change Tasks. Within the wrkflw fr Change Management, HP Service Manager allws fr apprvals t be assigned t either individuals r Assignment Grups. Users wh are apprvers fr the Assignment Grup and wh have the Can Apprve right will be able t apprve that individual change (r task). What are apprvers? As a change apprver, an peratr must meet all f the fllwing cnditins: The peratr is assigned a security rle that has the Can Apprve right fr the Change security area (System Administratin > Security > Rles). The peratr is defined as an apprver f an assignment grup (System Administratin > Onging Maintenance > Grups > Assignment Grups). Hwever, if the peratr is an apprval delegate (that is, a change apprver delegates an apprval t the peratr), the peratr nly needs the Can Apprve right and des nt need t be in an assignment grup. Apprval ptins Changes may nly be rejected by users wh are assigned t apprve the Change and wh have the Can Apprve change security right. The Apprval Type set in the Apprval Definitin recrd will cntrl whether a single denial f apprval will result in the change being rejected (All must apprve immediate denial) r if denials by sme members f the Assignment Grup can still allw the change t be apprved. Apprvers have the ptins t apprve, deny, r retract change recrds. Fr mre infrmatin, see "Apprval ptins in Change Management" n page 113. Apprval status In any wrkflw phase with an apprval, the Apprval Status field will indicate if the Change has been apprved, denied, r is still pending the apprval prcess. A Change will nt be allwed t prgress past any phase with apprvals until all the required apprvals have been given. In change recrds, the HP Service Manager (9.41) Page 17 f 133

18 Change Management help tpics fr printing Apprvals sectin reflects nly all apprvals that must be perfrmed in the current phase f the change wrkflw, nt all apprvals that are required in the entire change wrkflw. Alerts and escalatins can be built int the change prcess t prmpt apprvers as the RFC apprval phase runs ut f time, and basic checks such as nt allwing an apprval after the prpsed planned start date and time are als pssible. Apprval can als be sequenced t allw fr certain apprvals t be given (perhaps the technical team s apprval that the prpsed RFC is technically feasible) befre sending apprval requests t managers fr a business apprval. What is apprval status? Apprval status describes the cnditin f the change r task in the current phase and in the Change Management wrkflw. Each change request phase is marked with ne f the fllwing status ptins: Apprved Denied Pending Individual apprval requirements within a phase are marked with ne f the fllwing status ptins: Apprved Denied Pending Future Pending apprvals are awaiting actin. Future apprvals will be acted n fllwing actin n the pending apprvals. When a pending phase is apprved, its status becmes apprved. The next set f future apprvals becmes pending, and subsequent apprvals remain in the future status. Apprval delegatin Apprval delegatin is an ptinal feature that enables users with apprval rights t temprarily delegate their apprval authrity t anther qualified peratr. Operatrs with the Can Delegate Apprvals r Delegate Apprvals ptin enabled in their applicatin security rles can delegate sme r all f their apprvals by using the Apprval Delegatin wizard. HP Service Manager (9.41) Page 18 f 133

19 Change Management help tpics fr printing Using the Apprval Delegatin wizard, an peratr can grant anther qualified peratr the right t temprarily view and act n items in the peratr's apprval queue. The wizard ffers the fllwing delegatin ptins: Delegate all apprvals t anther qualified peratr Delegate apprvals frm a particular applicatin t anther qualified peratr Delegate apprvals directly assigned t yu as an peratr Delegate apprvals assigned t yu as a member f an apprval grup Delegate apprvals frm a specified start date t a specified end date The Apprval Delegatin wizard enables an peratr t create any number f apprval delegatin cmbinatins, including delegating the same apprvals t multiple peratrs at the same time. Delegatrs can als update an existing apprval delegatin t change the delegatin start and end dates, as well as change the delegate's name. Nte: HP Service Manager tracks all changes t apprval delegatins using the standard field auditing capability. When delegates lg n t Service Manager, they see bth their wn and any delegated apprvals in their apprval list. Fr security reasns, delegates always retain their riginal applicatin prfiles and peratr recrds. Service Manager determines what temprary rights delegates have when they view r act n an apprval. Fr infrmatin abut hw t enable apprval delegatin fr an peratr, see "Enable apprval delegatin" n page 131. What happens when I receive delegated apprval authrity? If an peratr delegates his r her apprval authrity t yu, HP Service Manager sends an t ntify yu f the new apprval delegatin. Yu are als ntified when a new apprval arrives in yur apprval queue. Viewing apprvals When yu lg n t Service Manager, yu will see bth yur wn and any delegated apprvals in yur apprval queue. HP Service Manager (9.41) Page 19 f 133

20 Change Management help tpics fr printing T view apprvals that anther peratr has delegated t yu, yu can use the Active apprval delegatins assigned t me view. T view apprvals delegated t yu in the past, yu can use the Past apprval delegatins assigned t me view. T see which items in the apprval queue are due t an active apprval delegatin, yu can pen the Apprve Requests view frm the System navigatr. In this view, Service Manager indicates which apprvals are in the queue due t an active delegatin by displaying a value f YES in the As Delegate? clumn. Yu can use this view t view, apprve, r deny apprval requests. Tracking apprval actins As a delegate, when yu act n an apprval, Service Manager tracks yur actins by adding bth yur peratr name and the delegatr's peratr name t the apprval recrd. Service Manager lists yur name in the Operatr clumn f the Cmpleted Apprval Actins table. Service Manager lists the delegatr's name in the Apprve Fr clumn f the Cmpleted Apprval Actins table. After the apprval delegatin expires When an apprval delegatin expires, yu are n lnger cnsidered a temprary member f the delegatr's apprval grups. This means that yu can n lnger view r act n items that belng exclusively t the delegatr's apprval grups.the restrictin includes any apprvals that yu previusly acted n during the delegatin perid. In sme cases, this may mean that nly the delegatr can see a particular apprval recrd. What happens when I delegate apprval authrity? When yu delegate apprval authrity t a qualified peratr, the delegate receives an ntificatin. Delegates are als ntified when a new apprval arrives in their apprval queues. As a delegatr, yu always retain yur nrmal apprval authrity. Bth yu and any delegates yu authrize have the ability t apprve items while an apprval delegatin is active. Viewing apprvals As a delegatr, when yu lg n t HP Service Manager, yu will see bth yur wn and any delegated apprvals in yur apprval queue. HP Service Manager (9.41) Page 20 f 133

21 Change Management help tpics fr printing T view yur active apprval delegatins, yu can use the Apprval Delegatin wizard r the My active apprval delegatins view. T view yur past delegatins, yu can use the Cpy Apprval Delegatin wizard r the My past apprval delegatins view. Tracking apprval actins When a delegate acts n an apprval, Service Manager tracks the delegate's actins by adding bth the delegate's peratr name and yur peratr name t the apprval recrd. Service Manager lists the delegate's name in the Operatr clumn f the Cmpleted Apprval Actins table. Service Manager lists the delegatr's name in the Apprve Fr clumn f the Cmpleted Apprval Actins table. After the apprval delegatin expires When an apprval delegatin expires, a delegate is n lnger cnsidered a temprary member f yur apprval grups. This means that the delegate can n lnger see r act n items that belng exclusively t yur assignment grups. The restrictin includes any apprvals that the delegate previusly acted n during the delegatin perid. In sme cases, this may mean that nly yu as delegatr can see a particular apprval recrd. Management reprts generatin HP Service Manager includes tw ptins fr generating management reprts using key perfrmance indicatrs: Service Manager Dashbard queries and charts, Reprting, and Service Manager Crystal Reprts. These tls allw yu t generate predefined and ad hc reprts t display any infrmatin. The fllwing describes these tls. Service Manager Reprts The Service Manager Reprts mdule prvides reprts and dashbards t enable faster analysis and imprved time t reslutin. These reprts rganize data int varius chart frmats, and the dashbards display ne r mre reprts t prvide glbal infrmatin abut critical activities r metrics. These reprts display relatinships amng categries f data. Fr example, ne reprt might display the number f incidents per custmer, while anther displays the number f incidents by HP Service Manager (9.41) Page 21 f 133

22 Change Management help tpics fr printing pririty. Viewing these reprts tgether as a dashbard enables yu t make better business decisins, such as assigning resurces t clse incidents. Reprt Managers can share a reprt r dashbard. The Service Manager Reprts mdule aims t prvide a lightweight reprting feature fr active peratinal data, and the reprts are therefre designed t retrieve, represent and visualize up t 100,000 active recrds ut f millins. T define analytical reprts against the entire data set, yu need t use a third-party business intelligence tl. Service Manager Crystal Reprts Fr peratinal reprting r regularly scheduled reprting requirements, HP prvides an OEM versin f Crystal Reprts with Service Manager. HP als delivers ver 40 predefined reprts. Yu can run reprts n an ad hc basis and system administratrs can define an autmatic reprt-generatin schedule using the Service Manager Reprt Scheduler tl. Crystal Reprts 2008 is required t view, generate, r mdify these reprts and is included with Service Manager. Service Manager ships with the fllwing predefined reprts: Request Management Reprts Request Aging Reprt Service Desk Reprts Escalated Interactins First Time Fixed Interactins Interactins Clsed in a Given Year Interactins Resulting in Related Issues Number f Service Desk Requests by Department Service Desk Interactins Opened and Clsed Tp 20 Operatrs by Average Interactin Time in Last 90 Days Change Management Reprts Changes Clsed Meeting SLM Target Changes Scheduled fr This Week Changes Opened and Clsed HP Service Manager (9.41) Page 22 f 133

23 Change Management help tpics fr printing Percentage f Emergency Changes Percentage f Rejected Changes Percentage f Successful Changes Cnfiguratin Management Reprts CI Relatinships CI Summary Percentage f CIs Related t Other CIs Incident Management Reprts Backlg f Incidents Incidents Opened and Clsed Incident Aging Reprt Incident Reassignment Analysis Incidents by Assignment and Pririty Incidents Clsed Meeting SLA Target Open and Clsed Incidents by Service Open Incidents Mnthly Analysis by Categry Percentage f Incidents by Pririty Repened Incidents Knwledge Management Reprts Knwledge Management Activity Knwledge Management Demand Knwledge Management Summary HP Service Manager (9.41) Page 23 f 133

24 Change Management help tpics fr printing Knwledge Management Usage by Department Self-Service Escalated Knwledge Management Search Escalatin Self-Service Knwledge Management Search Histry Prblem Management Reprts Average Time t Diagnse Open and Clsed Prblems by Service Prblems Opened and Clsed Prblems Clsed Meeting SLA Target Service Level Management Reprts Service Level Management Availability Duratin Metrics Service Level Management Availability Uptime Metrics Service Level Management Respnse Metrics Service Level Management Summary In additin, yu can perfrm a search within each mdule using different cmbinatins f cnditins, and the search results can be presented in list r chart. Yu can als create yur wn management reprts using Crystal Reprt and build yur reprts n any field in the database. Change management reprts HP Service Manager prvides ut-f-bx Crystal Reprts fr Change Management that includes the fllwing reprts: Changes Clsed Meeting SLM Target Changes Scheduled fr This Week Changes Opened and Clsed Percentage f Emergency Changes HP Service Manager (9.41) Page 24 f 133

25 Change Management help tpics fr printing Percentage f Rejected Changes Percentage f Successful Changes In additin, the Service Manager user can search all change recrds using any cmbinatin f search cnditins. The search results can be presented as a table r a chart. Change Management reprting using HP IT Executive Screcard Cmpanies can als use the HP IT Executive Screcard fr cmprehensive management reprting. The HP IT Executive Screcard is a key element in the HP IT Perfrmance Suite and is a systematic apprach t digitizing the sensing, measuring, and instrumentatin f the entire IT-cntrlled landscape int single cnslidated views fr IT leaders and practitiners. The HP IT Perfrmance Suite includes cmprehensive families f prven sftware fr strategy, planning, and gvernance, applicatin lifecycle management, IT peratins, infrmatin management, security intelligence, and risk management. These slutins are unified by ne f the mst cmplete IT data mdels fr cllecting and relating data feeds frm individual prducts. What makes the HP IT Perfrmance Suite much mre than just a cllectin f management sftware is the Executive Screcard a single pane f glass that pulls all the infrmatin and analysis tgether. In shrt, HP IT Executive Screcard can help track perfrmance and cmmunicate in business terms. The HP IT Executive Screcard allws cmpanies t: Use a single pane f glass t view IT business services, prgrams, and financial status View perfrmance and prblem areas prmptly Shw histrical data t highlight imprvements and identify negative trends early Autmate and decrease effrt required fr the data-gathering prcess t enable real-time reprting Cascade key perfrmance indicatrs (KPI) acrss layers f screcards Cllabrate by adding anntatins t KPIs and bjectives Access the infrmatin frm a desktp, tablet, r smartphne Add ntes using cllabratin in the cntext f a KPI r bjective With its balanced screcard, best-practice dashbards, and ver 135 key perfrmance indicatrs already defined, the HP IT Executive Screcard is a unique differentiatr. The HP IT Executive Screcard HP Service Manager (9.41) Page 25 f 133

26 Change Management help tpics fr printing is an analytical prduct that renders perfrmance frm a brad range f data surces, including (nt limited) HP Business Service Management, HP Service Manager, HP Asset Manager, and HP Prject and Prtfli Management. Frm a business pint f view, the need t cntrl infrmatin technlgy (IT) is driving a new level f maturity in perfrmance management. Many rganizatins turn t executive screcards t help drive perfrmance and mre are nw puring this apprach int the cntext f IT. The ut-f-the-bx Screcards in the HP IT Executive Screcard are based arund up t fur high-level perspectives. These equate t high-level gals f IT r the business. The fur used in HP IT Executive Screcard are: IT Value, Custmer, Operatinal Excellence, and Future Orientatin. The scring f thse bjectives is based n ne r mre KPIs. In this way, the persna can gain a quick view f verall perfrmance in an area f interest and drill dwn further if required int the KPI r KPIs that are respnsible fr the perfrmance scre. KPIs reflect hw well the rganizatin is ding in areas that mst impact financial measures valued by sharehlders, such as prfitability and revenues. A KPI evaluates the perfrmance accrding t expectatins. The cntext is prvided using: Threshlds. Upper and lwer ranges f acceptable perfrmance. Targets. Predefined gains, such as 10 percent new custmers per quarter. Benchmarks. Based n industry wide measures r varius methdlgies, such as Six Sigma. Trend. The directin f the perfrmance f the KPI, either Up,Dwn, r Static. A KPI is a Metric, but a Metric is nt always a KPI. The key difference is that KPIs always reflect strategic value drivers whereas Metrics represent the measurement f any business activity. Metrics always shw a number that reflects perfrmance. KPIs put that perfrmance in cntext. Metrics are nt matched against a threshld. An example f a metric culd be an MTTR (mean time t recver) which measures the average time between the ccurrence f a set f incidents and their reslutin. An example f a KPI culd be an MTTR, which measures the average time between the ccurrence f a set f incidents and their reslutin, cmpared t a defined threshld. Fr example: MTTR less than ne hur. The ut-f-bx KPIs can be altered t suit different persnas r augmented by new KPIs created within HP IT Executive Screcard. Out-f-Bx KPIs fr Service Manager HP Executive Screcard has a number f KPIs t supprt Change Management frm a Screcard Level. HP Service Manager (9.41) Page 26 f 133

27 Change Management help tpics fr printing % f Changes Resulting in Outage % f Emergency Changes % f Unauthrized Implemented Changes % f Unplanned Changes Apprved vs Rejected Changes Autmated Change Implementatin Rate Autmated Change Implementatin Success Rate Change Backlg Size Change Success Rate Number f Cmpleted Changes The ut-f-bx KPIs can be altered t suit different persnas r augmented by new KPIs created within HP IT Executive Screcard. HP Service Manager (9.41) Page 27 f 133

28 Release Management Release Management is a categry f Change Management that ensures that the Cnfiguratin Management Database (CMDB) is kept up t date, that changes are apprpriately managed, and that all new sftware and hardware is stred in the Definitive Sftware Library (DSL) and Definitive Hardware Stre (DHS). After ne r mre changes are develped, tested, and packaged int releases fr deplyment, Release Management is respnsible fr intrducing these changes and managing their release. Release Management als cntributes t the efficient intrductin f changes by cmbining them int ne release and deplying them tgether. Release Management relies n the Change Management and Cnfiguratin Management applicatins. Gal The purpse f Release Management is t ensure that all changes are deplyed successfully in the least disruptive manner. Release Management is respnsible fr the fllwing functins: Driving the release strategy, which is the ver arching design, plan, and apprach fr deplyment f a change int prductin in cllabratin with the Change Advisry Bard (CAB) Determining the readiness f each release based n release criteria (such as quality f release, release package and prductin envirnment readiness, training and supprt plans, rllut and backut plans, and risk management plan) Benefits Release Management ffers the fllwing benefits fr users: Prvides a packaged release fr all changes deplyed int prductin and nly deplys changes apprved by change management Prvides tw different types f releases: hardware and sftware. Once the release type is determined, the applicatin prvides the apprpriate tasks Prvides the ability t manage changes f grups such as Cnfiguratin Item (CI) grups and business services Prvides the ability t terminate a release at any time except in the Training phase r nce it has been installed r verified HP Service Manager (9.41) Page 28 f 133

29 Change Management help tpics fr printing Prvides the ability t back-ut the change Prvides the availability f ptinal training phase Release Management phases The Release Management categry includes seven phases, which fllws the recmmended Infrmatin Technlgy Infrastructure Library (ITIL) prcess by prviding yu with a set f apprvals and tasks that yu can expand. Phase Assess Plan and design Build and test Training Distributin and rllut Back ut Verificatin Descriptin Determine the imprtance r value f a release. Plan releases in line with requirements resulting frm apprved changes. Analyze all the affected Cnfiguratin Items (CIs) and CI Grups, review what sftware r hardware is needed t accmplish the plan, and determine the cst. This phase requires the plan and design apprval befre ging t the next step. Build effective release packages fr the deplyment f ne r many changes int prductin. Test release mechanisms t ensure minimum disruptin t the prductin envirnment. Identify and fulfill training requirements fr varius users. This phase is ptinal and is activated when yu select high Impact Assessment and high Urgency fr the release change. The intrductin f either a hardware r sftware release int the IT envirnment. A plan detailing hw a specific release can be undne after being applied, if deemed necessary. Review preparatin fr the release t ensure maximum successful deplyments. Release Management: Assess phase The first step in the release prcess is t determine the imprtance and value f a release. If the assessment determines that a release is indeed necessary, the next step is t plan and design the release. Release Management has n ut-f-bx tasks r apprvals created fr the Assess phase. HP Service Manager (9.41) Page 29 f 133

30 Change Management help tpics fr printing Release Management: Plan and design phase The secnd step in the release prcess is the creatin f a plan identifying the activities and the resurces required t successfully deply a release int the prductin envirnment. The fllwing is a summary f the release planning activities. Identifying scpe and cntent f a change, and the release requirements fr successful deplyment Perfrming a risk assessment fr the release and btaining the apprpriate apprvals Priritizing, planning, and scheduling release activities Establishing a suitable team fr the release if required Crdinating with experts and interested parties t determine the required resurces and strategy fr the release Dcumenting and tracking all release planning activities Release Management has n ut-f-bx tasks fr the Plan and Design phase. Hwever, it cntains the plan and design apprval type. This apprval must be met in rder t advance t the next phase (Build and Test). Release Management: Build and test phase After the release team agrees n a release plan, members f the release team identify and develp the prcesses, tls, and technlgies required t deply the release int prductin. The fllwing is a summary f the release building activities. Selects a suitable release mechanism fr the change that is a strategic fit, is repeatable, and is cnsistent Designs and builds a release package fr the change that allws it t be successfully deplyed Tests the release package t ensure that it delivers the change effectively in line with requirements Ensures the release package is updated t the Cnfiguratin Management Database (CMDB) as a pending release package and that any new script is added t the Definitive Sftware Library (DSL) Release Management has tw ut-f-bx tasks created fr the Build and Test phase: HP Service Manager (9.41) Page 30 f 133