--- title: Registering Change slug: en/registering-change description: Learn how to register a change request according to ITIL guidelines with this comprehensive document. From prerequisites and completing the change request form to planning, reviewing, and closing the change, it covers every step. Discover how to link conf docTags: createdAt: 2021-10-27T19:19:12.000Z --- This functionality is intended to **register a change**. According to ITIL, it is necessary to **formalize the change request**, so that the responsible team registers all the procedures performed for the change you want (from its request to the impact of its implementation), monitoring it throughout its lifecycle. ## Before getting started In order to register a change, it is necessary: - [x] To register previously a contract, a unit that is linked to the contract, an employee, a questionnaire, the Change Advisory Board; - [x] Have a group linked to the contract associated with the Requesters (employees) already registered to this group. - [x] If you need to create a new employee, it is necessary to include it in the Requester Group in which it is related to the contract. - [x] Moreover, it is necessary to have registered the portfolio of changes. ## Procedure 1. Access the main menu `Processes > Change Management > Change`; 2. Click on "**Options**" and then on "**Register**"; 3. Complete the fields available: ### Requester To identify an applicant, fill in the fields: | **Fields** | **Description** | | --------------------- | -------------------------------- | | **Name (\*)** | Requester's full name | | **Contact (\*)** | Identify the user's contact | | **E-mail (\*)** | User's e-mail | | **Phone** | User's phone number | | **Extension** | The extension number of the user | | **Unit (\*)** | User's unit | | **Physical Location** | User's Physical Location | | **Other Information** | Additional user's information | (\*) Indicate mandatory field ### Change To identify a change, complete the fields: | **Fields** | **Description** | | ----------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Title (\*)** | Title identifying the change | | **Change description (\*)** | Description of change | | **Effect of not implementing the change** | Effective if this change is not implemented | | **Contract** | Contract linked to change | | **Importance** | Importance level of change, we have the options: **Important** involve a significant amount of preparation and work with complex situations or major, **Significant** Significant change; Significant changes involve preparation and work, evaluation, authorization and planning for change. Examples: The purchase and installation of a new server, The re-segmentation of the network, **Small** can be evaluated and authorized outside the authority of the CAB (eg by a coordinator). | | **Impact** | The impact that change generates. We have the options: **Low**, **Medium, **and **High**. | | **Urgency** | The urgency to make the change. We have the options: **Low**, **Medium, **and **High** | | **Executor Group** | The group responsible for executing the change | | **Notification** | Configure notifications between "Send email upon creating the Change", "Send email on the completion of the Change", "Send an Email to the Change Advisory Board", "Send email for other actions of the Change" | (\*) Indicate mandatory field :::hint{type="info"} 🖊 ***Note*****: **For **Create change portfolio** (***/en-us/citsmart-platform-9/processes/change/configuration/change-portfolio.html***) ::: ### Other Information When informing the desired Portfolio, if it contains a form in its content, the form will be displayed in the new tab with other information. It has the following fields: | **Field** | **Description** | | -------------------- | ------------------------------------- | | **Environment (\*)** | Inform the environment of this change | | **Database (\*)** | Select the database | (\*) Indicate mandatory field ### Agile Analysis of risk In the risk analysis area, three questions will be asked: - **Is there a risk stopping important services?** - with the options "**Yes**" or "**No**" - **Is there a risk of financial loss?** - with the options "**Yes**" or "**No**" - **Is there an image risk?** - with the options "**Yes**" or "**No**" then a representation of the risk from 0 to 100 will be presented. ### Flow Action It is possible to approve or reject a change within the change record, through the flow action field. Flow actions are reported in the flow design. ### Planning To plan the change use the features: | **Tabs** | **Description** | | ------------------------ | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Activities** | Create a Workspace or link an existing one | | **Date** | Date for planning the change: In the "**Expected start date**" field, the start date of the planning must be indicated. In the "**Expected end date**" field, the end date of the planning must be indicated. After indicating the start date and end date, you can check the conflicts by clicking on "**View conflicts**". Approval: "**Acceptance date**" must be given a date to be accepted, "**Voting**" must be given the date for voting, "**Conclusion date**" must be given a date for completion | | **Actions** | Add an action for the change | | **System Notifications** | Set up a system notification to inform you of the change | | **Documents** | Link knowledge to change | | **Attachments** | Insert attachments to change | | **Annotations** | Add relevant notations for change | [Activities of the change planning phase](/en-us/citsmart-platform-9/processes/change/use/change-planning-activities.html) It is also necessary to indicate the preliminary information of "**planning**", "**reversion plan**" and "**review and closure**". ### Reversion Plan To plan the change reversal use the features: | **Tabs** | **Description** | | ------------------------ | ------------------------------------------------------------------------------------------------------------------------- | | **Activities** | Create a Workspace or link an existing one | | **Actions** | Add an action for the change | | **System Notifications** | Set up a system notification to inform you of the change rollback plan | | **Documents** | Link knowledge to the reversal plan | | **Attachments** | Insert attachments to the reversal plan | | **Annotations** | Add relevant notations to the reversal plan[](/en-us/citsmart-platform-9/processes/change/use/change-reversion-plan.html) | :::hint{type="warning"} ⚠ ***Attention*****!** From CITSmart version 9.2.0.0, it **will be mandatory to attach the reversion plan**, which must be designed in the flow as an output expression. This expression: "**System: Validate the existence of the reversion plan**" makes it mandatory in any change activity. ::: [Register reversion plan of change](/en-us/citsmart-platform-9/processes/change/use/change-reversion-plan.html) ### Review and Closure To review and finish the change, use the features: | **Tabs** | **Description** | | ------------------- | --------------------------------------------------------------- | | **Revision** | Informe for final User about risk analysis and impact of change | | **Activities** | Create a Workspace or link an existing one | | **Incidents** | Link an incident to review | | **Problems** | Link an incident to a review | | **Lessons Learned** | Link knowledge to the reversal plan | | **Closure** | Identify the closure of a change | | **Attachments** | Insert attachments | | **Annotations** | Add relevant notations | Click on "**Options**" and then on "**Save**”; ## Relationships ### CI of change To link a configuration item, `select CIs of the Change > Search Configuration Item, and select the configuration item` ### Service of the Change To link a Service of Change, `select Services of the Change > Add Service, and select the configuration item`. ### Questionnaires It is not mandatory, but some changes may come along with a questionnaire. It can be used to make a survey (assessment), questionnaires can be answered and the answers will be linked to the change. The questionnaire must be created beforehand. ### Roles and Responsibilities To define the roles and responsibilities of the change, complete the fields: | **Fields** | **Descriptions** | | -------------------- | -------------------------------------------------- | | **Employee** | Username | | **Role** | The role that the user will perform | | **Responsibilities** | Select the responsibility to be linked to the user | ### Approvals When viewing a registered change, a new tab called **Approvals **will appear in the left menu. When selecting this tab, a pop-up window will open with the Title: **Change Approval and 3 tabs**: 1. **Executed **Tab, where the following columns will appear: | **Column** | **Description** | | ------------------------- | ----------------------------------------------------------- | | **Responsible** | The name of the user who voted will be displayed | | **Result** | The user's vote will be displayed | | **Comment** | If any, the user's comment will be displayed | | **Date/Time** | The date and time of the vote will be displayed | | **Number of Approvals** | The number of positive votes for approval will be displayed | | **Number of Abstentions** | The number of abstaining votes will be displayed | | **Number of Rejections** | The number of negative votes for approval will be displayed | | **Pending Approvals** | How many users will be left before voting | 2\. **Pending **Tab, with the following field: | **Field** | **Description** | | --------------- | ----------------------------------------------------------- | | **Responsible** | The names of users who have not yet voted will be displayed | 3.** History** Tab, with the following fields: | **Field** | **Description** | | --------------- | ----------------------------------------------------------- | | **Responsible** | The name of the user who changed the vote will be displayed | | **Result** | The user's previous vote will be displayed | | **Comment** | If any, the user's comment will be displayed | | **Date/Time** | Voting change date and time will be displayed | Moreover, on the main screen where it shows the list with all existing changes, a tab called "**Approvals**" is displayed. In this tab, the number of approvals in the logged user's queue will be informed, that is, which he/she is allowed to approve. When clicking on an Approval, you will first have two options to view the information: "**Approve/Reject**" and "**Approvals**". - ******Approve/Reject:** In this option we have: 1. **Approve**, **reject**, and **abstain **Options to be selected. The approve option will always be selected by default; 2. **Reason **field**: **It may be mandatory or not, according to the flow design; 3. **Save **and **Close **Buttons. - ******Approvals:** In this option, we have the tabs that we have already seen for: **Executed, Pending, and History**. ### RFC Voting The change team can view the voting score for approval of the change ### Release To link a release to a change, search for an existing one in "**Search for the title**" or create a new release using the "**Register**" option ### Problem To link a problem to a change, search for an existing one in "**Search for the title**" or create a new release using the "**Register**" option ### Knowledge Base To link a knowledge base to change, search for an existing one in "**Search for the title**" or create a new release using the "**Register**" option ### Ticket To link a Ticket to change, search for an existing one in "**Search for the title**" or create a new release using the "**Register**" option ## History and Audit To see all the actions and audits taken in the Change. ## Change Schedule Authorized production and viewing of change schedules. :::BlockQuote **For example**, build, testing and implementation schedules view all scheduled changes in the Periodic Activities Schedule and could be used as whiteboard communication methods. :::