<h2>Manage Changes that does not relate a Business, Technical, or Application Service and a CI</h2><br/><div style="overflow-x:auto"><p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></p> <table class="MsoNormalTable" style="width: 100.0%; border-collapse: collapse;" border="0" cellspacing="0" cellpadding="0"><tbody><tr style="height: 117.0pt;"><td style="width: 79.72%; background: #293E40; padding: 3.75pt 3.75pt 3.75pt 3.75pt;"> <p style="text-align: center; margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 36.0pt; font-family: 'Century Gothic', sans-serif; color: white;">Product Success Playbook</span></p> <p style="margin: 0cm 3.75pt; text-align: center; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 14.0pt; font-family: 'Century Gothic', sans-serif; color: white;">Manage Change Requests that does not relate a Service/Service Offering to a CI</span></p> <p style="margin: 0cm 3.75pt; text-align: center; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 14.0pt; font-family: 'Century Gothic', sans-serif; color: white;">A step-by-step guide to analyze and remediate service relationship in change requests</span></p> </td></tr></tbody></table> <p style="margin: 0cm 0cm 10pt; line-height: 115%; font-size: 12pt; font-family: Calibri, sans-serif;"><strong><span style="font-size: 10.0pt; line-height: 115%; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></strong></p> <p style="margin: 0cm 0cm 6pt; line-height: 115%; font-size: 12pt; font-family: Calibri, sans-serif;"><strong><span style="font-size: 16.0pt; line-height: 115%; font-family: 'Century Gothic', sans-serif; color: #81b5a1;">Table of Contents</span></strong></p> <p style="margin: 0cm 0cm 5pt; font-size: 12pt; font-family: Calibri, sans-serif;"><a style="color: blue; text-decoration: underline;" href="#_Toc43211764"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #81b5a1;">Summary</span></a></p> <p style="margin: 0cm 0cm 5pt 9pt; font-size: 12pt; font-family: Calibri, sans-serif;"><a style="color: blue; text-decoration: underline;" href="#_Toc43211765"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #81b5a1;">Goal of this Playbook</span></a></p> <p style="margin: 0cm 0cm 5pt 9pt; font-size: 12pt; font-family: Calibri, sans-serif;"><a style="color: blue; text-decoration: underline;" href="#_Toc43211766"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #81b5a1;">Audience</span></a></p> <p style="margin: 0cm 0cm 5pt; font-size: 12pt; font-family: Calibri, sans-serif;"><a style="color: blue; text-decoration: underline;" href="#_Toc43211767"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #81b5a1;">Problem Overview</span></a></p> <p style="margin: 0cm 0cm 5pt; font-size: 12pt; font-family: Calibri, sans-serif;"><a style="color: blue; text-decoration: underline;" href="#_Toc43211768"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #81b5a1;">Executive Summary</span></a></p> <p style="margin: 0cm 0cm 5pt 9pt; font-size: 12pt; font-family: Calibri, sans-serif;"><a style="color: blue; text-decoration: underline;" href="#_Toc43211769"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #81b5a1;">How this playbook can help you achieve business goals</span></a></p> <p style="margin: 0cm 0cm 5pt 9pt; font-size: 12pt; font-family: Calibri, sans-serif;"><a style="color: blue; text-decoration: underline;" href="#_Toc43211770"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #81b5a1;">How this playbook is structured</span></a></p> <p style="margin: 0cm 0cm 5pt; font-size: 12pt; font-family: Calibri, sans-serif;"><a style="color: blue; text-decoration: underline;" href="#_Toc43211771"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #81b5a1;">Problem Analysis</span></a></p> <p style="margin: 0cm 0cm 5pt 9pt; font-size: 12pt; font-family: Calibri, sans-serif;"><a style="color: blue; text-decoration: underline;" href="#_Toc43211772"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #81b5a1;">Upstream Causes</span></a></p> <p style="margin: 0cm 0cm 5pt 9pt; font-size: 12pt; font-family: Calibri, sans-serif;"><a style="color: blue; text-decoration: underline;" href="#_Toc45211772"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #81b5a1;">Downstream Consequences</span></a></p> <p style="margin: 0cm 0cm 5pt 9pt; font-size: 12pt; font-family: Calibri, sans-serif;"><a style="color: blue; text-decoration: underline;" href="#_Toc43211774"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #81b5a1;">Impact on Your Business</span></a></p> <p style="margin: 0cm 0cm 5pt 9pt; font-size: 12pt; font-family: Calibri, sans-serif;"><a style="color: blue; text-decoration: underline;" href="#_Toc43211775"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #81b5a1;">Engagement Questions</span></a></p> <p style="margin: 0cm 0cm 5pt; font-size: 12pt; font-family: Calibri, sans-serif;"><a style="color: blue; text-decoration: underline;" href="#_Toc43211776"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #81b5a1;">Remediation Plays</span></a></p> <p style="margin: 0cm 0cm 5pt 9pt; font-size: 12pt; font-family: Calibri, sans-serif;"><a style="color: blue; text-decoration: underline;" href="#_Toc43211777"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #81b5a1;">Summary</span></a></p> <p style="margin: 0cm 0cm 5pt 9pt; font-size: 12pt; font-family: Calibri, sans-serif;"><a style="color: blue; text-decoration: underline;" href="#_Toc43211778"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #81b5a1;">Play 1: Review your data</span></a></p> <p style="margin: 0cm 0cm 5pt 9pt; font-size: 12pt; font-family: Calibri, sans-serif;"><a style="color: blue; text-decoration: underline;" href="#_Toc43211779"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #81b5a1;">Play 2: Fix Play</span></a></p> <p style="margin: 0cm 0cm 5pt; font-size: 12pt; font-family: Calibri, sans-serif;"><a style="color: blue; text-decoration: underline;" href="#_Toc43211781"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #81b5a1;">Data Governance</span></a></p> <p style="margin: 0cm 0cm 5pt; font-size: 12pt; font-family: Calibri, sans-serif;"><a style="color: blue; text-decoration: underline;" href="#_Toc46211772"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #81b5a1;">References</span></a></p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 9.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 9.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><a name="_Toc43211764"></a><strong><span style="font-size: 14.0pt; font-family: 'Century Gothic', sans-serif; color: #81b5a1;">Summary</span></strong></p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><a name="_Toc43211765"></a><strong><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Goal of this Playbook</span></strong></p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">To help identify gaps in the Change Management process related to the usage of a Configuration Item to the related Service & Service Offering for accurate risk and impact assessment for Change Requests for minimal service disruption.</span></p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Details about this playbook</span></p> <table class="MsoNormalTable" style="width: 399.85pt; margin-left: 6.75pt; margin-right: 6.75pt;" border="0" cellspacing="0" cellpadding="0" align="left"><tbody><tr style="height: 18.75pt;"><td style="width: 181.25pt; padding: 3.75pt 3.75pt 3.75pt 3.75pt;"> <p style="margin: 3.75pt; font-size: 12pt; font-family: Calibri, sans-serif;"><strong><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Author</span></strong></p> </td><td style="width: 29.2pt; padding: 3.75pt 3.75pt 3.75pt 3.75pt;"> </td><td style="width: 189.4pt; padding: 3.75pt 3.75pt 3.75pt 3.75pt;"> <p style="margin: 3.75pt; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Bibu Elias Punnachalil</span></p> </td></tr><tr style="height: 18.75pt;"><td style="width: 181.25pt; padding: 3.75pt 3.75pt 3.75pt 3.75pt;"> <p style="margin: 3.75pt; font-size: 12pt; font-family: Calibri, sans-serif;"><strong><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Reviewer</span></strong></p> </td><td style="width: 29.2pt; padding: 3.75pt 3.75pt 3.75pt 3.75pt;"> <p style="margin: 3.75pt; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></p> </td><td style="width: 189.4pt; padding: 3.75pt 3.75pt 3.75pt 3.75pt;"> <p style="margin: 3.75pt; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></p> </td></tr><tr style="height: 18.75pt;"><td style="width: 181.25pt; padding: 3.75pt 3.75pt 3.75pt 3.75pt;"> <p style="margin: 3.75pt; font-size: 12pt; font-family: Calibri, sans-serif;"><strong><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Date</span></strong></p> </td><td style="width: 29.2pt; padding: 3.75pt 3.75pt 3.75pt 3.75pt;"> </td><td style="width: 189.4pt; padding: 3.75pt 3.75pt 3.75pt 3.75pt;"> <p style="margin: 3.75pt; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">08/06/2022</span></p> </td></tr><tr style="height: 18.75pt;"><td style="width: 181.25pt; padding: 3.75pt 3.75pt 3.75pt 3.75pt;"> <p style="margin: 3.75pt; font-size: 12pt; font-family: Calibri, sans-serif;"><strong><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Addresses HSD #</span></strong></p> </td><td style="width: 29.2pt; padding: 3.75pt 3.75pt 3.75pt 3.75pt;"> </td><td style="width: 189.4pt; padding: 3.75pt 3.75pt 3.75pt 3.75pt;"> <p style="margin: 3.75pt; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">HSD0003716</span></p> </td></tr><tr style="height: 18.75pt;"><td style="width: 181.25pt; padding: 3.75pt 3.75pt 3.75pt 3.75pt;"> <p style="margin: 3.75pt; font-size: 12pt; font-family: Calibri, sans-serif;"><strong><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Applicable ServiceNow Releases</span></strong></p> </td><td style="width: 29.2pt; padding: 3.75pt 3.75pt 3.75pt 3.75pt;"> </td><td style="width: 189.4pt; padding: 3.75pt 3.75pt 3.75pt 3.75pt;"> <p style="margin: 3.75pt; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Quebec, Rome, San Diego</span></p> </td></tr><tr style="height: 18.75pt;"><td style="width: 181.25pt; padding: 3.75pt 3.75pt 3.75pt 3.75pt;"> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><strong><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40; background: white;"> Prerequisites </span></strong></p> </td><td style="width: 29.2pt; padding: 3.75pt 3.75pt 3.75pt 3.75pt;"> <p style="margin: 3.75pt; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: white;"> </span></p> </td><td style="width: 189.4pt; padding: 3.75pt 3.75pt 3.75pt 3.75pt;"> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="color: #000000;"><a style="color: #000000; text-decoration: underline;" title="CMDB and CSDM Data Foundations Dashboards Version 1.2.0 or above" href="https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0960770"><span style="font-size: 10pt; font-family: 'Century Gothic', sans-serif; background: white;">CMDB and CSDM Data Foundations Dashboards Version 2.0 or above</span></a></span></p> </td></tr><tr style="height: 18.75pt;"><td style="width: 181.25pt; padding: 3.75pt 3.75pt 3.75pt 3.75pt;"> <p style="margin: 3.75pt; font-size: 12pt; font-family: Calibri, sans-serif;"><strong><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Time Required</span></strong></p> </td><td style="width: 29.2pt; padding: 3.75pt 3.75pt 3.75pt 3.75pt;"> </td><td style="width: 189.4pt; padding: 3.75pt 3.75pt 3.75pt 3.75pt;"> <p style="margin: 3.75pt; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Approximately 1 to 8 hours </span><span style="font-size: 8.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">(depending on your environment)</span></p> </td></tr></tbody></table> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></p> <p style="margin: 0cm 0cm 6pt; font-size: 12pt; font-family: Calibri, sans-serif;"> </p> <p style="margin: 0cm 0cm 6pt; font-size: 12pt; font-family: Calibri, sans-serif;"> </p> <p style="margin: 0cm 0cm 6pt; font-size: 12pt; font-family: Calibri, sans-serif;"> </p> <p style="margin: 0cm 0cm 6pt; font-size: 12pt; font-family: Calibri, sans-serif;"> </p> <p style="margin: 0cm 0cm 6pt; font-size: 12pt; font-family: Calibri, sans-serif;"> </p> <p style="margin: 0cm 0cm 6pt; font-size: 12pt; font-family: Calibri, sans-serif;"> </p> <p style="margin: 0cm 0cm 6pt; font-size: 12pt; font-family: Calibri, sans-serif;"> </p> <p style="margin: 0cm 0cm 6pt; font-size: 12pt; font-family: Calibri, sans-serif;"> </p> <p style="margin: 0cm 0cm 6pt; font-size: 12pt; font-family: Calibri, sans-serif;"> </p> <p style="margin: 0cm 0cm 6pt; font-size: 12pt; font-family: Calibri, sans-serif;"> </p> <p style="margin: 0cm 0cm 6pt; font-size: 12pt; font-family: Calibri, sans-serif;"> </p> <p style="margin: 0cm 0cm 6pt; font-size: 12pt; font-family: Calibri, sans-serif;"> </p> <p style="margin: 0cm 0cm 6pt; font-size: 12pt; font-family: Calibri, sans-serif;"><a name="_Toc43211766"></a><strong><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Audience</span></strong></p> <ul style="margin-bottom: 0cm; margin-top: 0px; list-style-position: inside;" type="disc"><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif;">Configuration Manager or Configuration Management team</li><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif;">ServiceNow Administrators</li></ul> <ul style="margin-bottom: 0cm; margin-top: 0px; list-style-position: inside;"><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Change Management Process Owner or Change Management team</li></ul> <p style="margin: 0cm 0cm 6pt; font-size: 12pt; font-family: Calibri, sans-serif;"> </p> <p style="margin: 0cm 0cm 6pt; font-size: 12pt; font-family: Calibri, sans-serif;"><a name="_Toc43211767"></a><strong><span style="font-size: 14.0pt; font-family: 'Century Gothic', sans-serif; color: #81b5a1;">Problem Overview</span></strong></p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">A Change Request should record what configuration item, Business, Technical or Application Service(s) is impacted by the change. Service association can help identify the change window with minimal service disruption, accurate risk/impact assessment of the change and detection of unauthorized changes.</span></p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">It is important to identify the actual IT Infrastructure component (CI) that is getting changed, as well as the Service it supports, and use its attributes for proper change request routing and escalation to achieve better Business Outcomes. As Services/ServiceOfferings tend to have Service Level Agreements and/or availability targets these cannot be improved/achieved unless any change is managed and tracked in a timely manner.</span></p> <p style="margin: 0cm 0cm 6pt; font-size: 12pt; font-family: Calibri, sans-serif;"> </p> <p style="margin: 0cm 0cm 6pt; font-size: 12pt; font-family: Calibri, sans-serif;"><a name="_Toc43211768"></a><strong><span style="font-size: 14.0pt; font-family: 'Century Gothic', sans-serif; color: #81b5a1;">Executive Summary</span></strong></p> <p style="margin: 0cm 0cm 6pt; font-size: 12pt; font-family: Calibri, sans-serif;"><a name="_Toc43211769"></a><strong><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">How this playbook can help you achieve business goals</span></strong></p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">This playbook will guide on how to get visibility on how the changes are impacting your Services & Service Offerings</span></p> <p style="margin: 0cm 0cm 6pt; font-size: 12pt; font-family: Calibri, sans-serif;"><a name="_Toc43211770"></a><strong><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">How this playbook is structured</span></strong></p> <p style="margin: 0cm 0cm 6pt; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">This Playbook will guide you through 3 plays.</span></p> <ul style="margin-bottom: 6pt; margin-top: 0px; list-style-position: inside;"><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Play 1 (a review play) helps you identify if you have Change Requests that relate CIs and not a Service/Service Offering</li><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Play 2 (remediation) helps you ensure the Service/Service Offering field is visible on the form, so it can be filled out during the Change Request lifecycle</li><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Play 3 (a Data Governance play) lists the guidelines and processes for continuing to ensure your Change Requests are related to CI, Service Offering & Service.</li></ul> <p style="margin: 0cm 0cm 6pt; font-size: 12pt; font-family: Calibri, sans-serif;"> </p> <p style="margin: 0cm 0cm 6pt; font-size: 12pt; font-family: Calibri, sans-serif;"><strong><span style="font-size: 14.0pt; font-family: 'Century Gothic', sans-serif; color: #81b5a1;">Problem Analysis</span></strong></p> <p style="margin: 0cm 0cm 6pt; font-size: 12pt; font-family: Calibri, sans-serif;"><a name="_Toc43211772"></a><strong><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Upstream Causes</span></strong></p> <ul style="margin-bottom: 0cm; margin-top: 0px; list-style-position: inside;" type="disc"><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif;"><strong>People/Process</strong><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif;"> - Change Request Workflow does not require the Service/Service Offering field to be populated, as users do not know what the Service should be, and the field is not marked mandatory to make Change request submission easy</span></li></ul> <ol style="list-style-type: lower-alpha; margin-bottom: 0cm; margin-top: 0px; list-style-position: inside;"><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Company should have an inventory of Services which shows a map of CIs to the Services, so that users can identify them when filling out the form. <span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></li></ol> <ul style="margin-bottom: 0cm; margin-top: 0px; list-style-position: inside;" type="disc"><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif;"><strong>Data Maturity</strong><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif;"> - Services are not mapped and therefore cannot be automatically added to the Change request</span><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif;"> </span></li><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif;"><strong>Process</strong><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif;"> - CI field is not mandatory at the right stage in the change request lifecycle</span><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif;"> </span></li><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif;"><strong>Data Quality</strong><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif;"> - CIs and Services are difficult to locate and hence are not mandatory</span><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif;"> </span></li><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif;"><strong>People</strong><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif;"> - ServiceDesk agents are expected to triage the issue and fill in the CI field, but do not record it on the form</span><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif;"> </span></li><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif;"><strong>Data Migration</strong><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif;"> - Previous ITSM tool did not differentiate between CI , Service Offering & Service and they are recorded in the same field (cmdb_ci)</span><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif;"> </span></li><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif;"><strong>Process</strong><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif;"> - Placeholder CIs or ticket categorization are used instead. Proper Service cannot be identified by the placeholder</span><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif;"> </span></li><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif;"><strong>Coverage</strong><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif;"> – Service CIs are not in the CMDB and cannot be recorded on the change request form</span><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif;"> </span></li><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif;"><a name="_Toc43211773"></a><strong>Customization</strong><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif;">- Change Request form was customized for other functionalities and the newer updates with Service/Service Offerings fields were skipped</span></li></ul> <p style="margin: 0cm 0cm 6pt; font-size: 12pt; font-family: Calibri, sans-serif;"> </p> <p style="margin: 0cm 0cm 6pt; font-size: 12pt; font-family: Calibri, sans-serif;"><a name="_Toc45211772"></a><strong><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Downstream Consequences</span></strong></p> <p style="margin: 0cm 0cm 6pt; font-size: 12pt; font-family: Calibri, sans-serif;"><strong><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Data Consequence</span></strong></p> <ul style="margin-bottom: 6pt; margin-top: 0px; list-style-position: inside;"><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Data loss - unable to report on Change request trends such as: Services with frequent Changes, Service Outages due to Change.</li><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Compliance failures (internal and external auditors) to identify what was changed</li></ul> <p style="margin: 0cm 0cm 6pt; font-size: 12pt; font-family: Calibri, sans-serif;"><strong><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Operation Consequence</span></strong></p> <ul style="margin-bottom: 0cm; margin-top: 0px; list-style-position: inside;"><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif; color: black; background: white;">Manual Process circumvention is prone to errors<span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: black; background: white;"> </span></li><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif; color: black; background: white;">Unable to accurately assess service impact/risk without previous data <span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: black; background: white;"> </span></li><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif; color: black; background: white;">Delays in decision making related to the service<span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: black; background: white;"> </span></li></ul> <p style="margin: 0cm 0cm 0cm 36pt; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-family: 'Times New Roman', serif;"> </span></p> <p style="margin: 0cm 0cm 6pt; font-size: 12pt; font-family: Calibri, sans-serif;"><strong><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">App Consequence</span></strong></p> <ul style="margin-bottom: 0cm; margin-top: 0px; list-style-position: inside;"><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif; color: black; background: white;">Missing Data - unable to use automation and/or workflows that automatically assign Change requests based on CI change group or Service Ownership/Assignment information<span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: black; background: white;"> </span></li><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif; color: black; background: white;">Missing Data - unable to use base features such as population of managed by and change group from the Service/Service Offering to all associated CIs<span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: black; background: white;"> </span></li></ul> <p style="margin: 0cm 0cm 6pt; font-size: 12pt; font-family: Calibri, sans-serif;"><a name="_Toc43211774"></a><strong><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Impact on Your Business</span></strong></p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Not having the correct CI identified upfront can impact the following:</span></p> <ul style="margin-bottom: 0cm; margin-top: 0px; list-style-position: inside;" type="disc"><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif;"><strong>Incident Reduction</strong><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif;"> </span></li></ul> <ul style="list-style-type: circle; margin-bottom: 0cm; margin-top: 0px; list-style-position: inside;"><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Service Awareness<span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></li></ul> <ul style="margin-bottom: 0cm; margin-top: 0px; list-style-position: inside;" type="disc"><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif;"><strong>Increase Operational Visibility</strong><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif;"> </span></li></ul> <ul style="list-style-type: circle; margin-bottom: 0cm; margin-top: 0px; list-style-position: inside;"><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Process Alignment<span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></li></ul> <ul style="margin-bottom: 0cm; margin-top: 0px; list-style-position: inside;" type="disc"><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif;"><strong>Audit/Compliance </strong><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif;"> </span></li></ul> <ul style="list-style-type: circle; margin-bottom: 0cm; margin-top: 0px; list-style-position: inside;"><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Data Governance<span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></li></ul> <ul style="margin-bottom: 0cm; margin-top: 0px; list-style-position: inside;" type="disc"><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif;"><strong>Process Automation</strong><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif;"> </span></li></ul> <ul style="list-style-type: circle; margin-bottom: 0cm; margin-top: 0px; list-style-position: inside;"><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Data Accuracy<span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></li><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Data completeness</li></ul> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></p> <p style="margin: 0cm 0cm 6pt; font-size: 12pt; font-family: Calibri, sans-serif;"><a name="_Toc43211775"></a><strong><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Engagement Questions:</span></strong></p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Consider the answers to these questions:</span></p> <ul style="margin-bottom: 0cm; margin-top: 0px; list-style-position: inside;"><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">How do you find a CI in your CMDB, so it can be added to the Change Request?<span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></li><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">How do you know what is getting changed? <span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></li><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">How do you assess Change Requests?<span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></li><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">How do you evaluate Impact and Urgency of a Change request?<span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></li><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Are your Services defined? How about Maintenance Windows?<span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></li><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Are your Services mapped?<span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></li><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Do your Services have Service Level Agreements?<span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></li><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">How do you prevent failure in changes?<span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></li></ul> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></p> <p style="margin: 0cm 0cm 6pt; font-size: 12pt; font-family: Calibri, sans-serif;"><a name="_Toc43211776"></a><strong><span style="font-size: 14.0pt; font-family: 'Century Gothic', sans-serif; color: #81b5a1;">Remediation Plays</span></strong></p> <p style="margin: 0cm 0cm 6pt; font-size: 12pt; font-family: Calibri, sans-serif;"><a name="_Toc43211777"></a><strong><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Summary<br /><br /></span></strong><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">The table below lists and summarizes each of the remediation plays in the playbook. Details are included later. </span></p> <table class="MsoNormalTable" style="width: 462.5pt;" border="1" cellspacing="0" cellpadding="0"><tbody><tr style="height: 30.75pt;"><td style="width: 114.75pt; border-top: inset; border-left: inset; border-bottom: solid; border-right: solid; border-color: #646464; border-width: 1.0pt; background: #646464; padding: 6.0pt 6.0pt 6.0pt 6.0pt;"> <p style="text-align: center; margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><strong><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: white;">Play Name</span></strong></p> </td><td style="width: 162.75pt; border-top: inset; border-left: inset; border-bottom: solid; border-right: solid; border-color: #646464; border-width: 1.0pt; background: #646464; padding: 6.0pt 6.0pt 6.0pt 6.0pt;"> </td><td style="width: 185.0pt; border-top: inset; border-left: inset; border-bottom: solid; border-right: solid; border-color: #646464; border-width: 1.0pt; background: #646464; padding: 6.0pt 6.0pt 6.0pt 6.0pt;"> </td></tr><tr style="height: 31.5pt;"><td style="width: 114.75pt; border: inset #646464 1.0pt; padding: 3.75pt 3.75pt 3.75pt 3.75pt;" rowspan="2"> <p style="margin: 0cm 3.75pt; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Play 1: Review Findings</span><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></p> </td><td style="width: 162.75pt; border: inset #646464 1.0pt; padding: 3.75pt 3.75pt 3.75pt 3.75pt;"> <p style="margin: 0cm 3.75pt; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">What this play is about</span></p> </td><td style="width: 185.0pt; border: inset #646464 1.0pt; padding: 3.75pt 3.75pt 3.75pt 3.75pt;"> <p style="margin: 3.75pt; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Review count of Change Requests with CI and Service</span><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></p> </td></tr><tr style="height: 31.5pt;"><td style="width: 162.75pt; border: inset #646464 1.0pt; padding: 3.75pt 3.75pt 3.75pt 3.75pt;"> <p style="margin: 0cm 3.75pt; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Required tasks</span></p> </td><td style="width: 185.0pt; border: inset #646464 1.0pt; padding: 3.75pt 3.75pt 3.75pt 3.75pt;"> <p style="margin: 3.75pt; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Review Dashboard output</span><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></p> </td></tr><tr style="height: 33.0pt;"><td style="width: 114.75pt; border: inset #646464 1.0pt; padding: 3.75pt 3.75pt 3.75pt 3.75pt;" rowspan="2"> <p style="margin: 0cm 3.75pt; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Play 2: Fix Play</span></p> </td><td style="width: 162.75pt; border: inset #646464 1.0pt; padding: 3.75pt 3.75pt 3.75pt 3.75pt;"> <p style="margin: 0cm 3.75pt; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">What this play is about</span></p> </td><td style="width: 185.0pt; border: inset #646464 1.0pt; padding: 3.75pt 3.75pt 3.75pt 3.75pt;"> <p style="margin: 3.75pt; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Identify if you have the Service & Service Offering fields are visible on your change request form</span></p> </td></tr><tr style="height: 33.75pt;"><td style="width: 162.75pt; border: inset #646464 1.0pt; padding: 3.75pt 3.75pt 3.75pt 3.75pt;"> <p style="margin: 0cm 3.75pt; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Required tasks</span></p> </td><td style="width: 185.0pt; border: inset #646464 1.0pt; padding: 3.75pt 3.75pt 3.75pt 3.75pt;"> <p style="margin: 3.75pt; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Follow outlined step to add the field if it is not present on the form</span><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></p> </td></tr><tr style="height: 31.5pt;"><td style="width: 114.75pt; border: inset #646464 1.0pt; padding: 3.75pt 3.75pt 3.75pt 3.75pt;" rowspan="2"> <p style="margin: 0cm 3.75pt; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Data Governance</span></p> </td><td style="width: 162.75pt; border: inset #646464 1.0pt; padding: 3.75pt 3.75pt 3.75pt 3.75pt;"> <p style="margin: 0cm 3.75pt; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">What this play is about</span></p> </td><td style="width: 185.0pt; border: inset #646464 1.0pt; padding: 3.75pt 3.75pt 3.75pt 3.75pt;"> <p style="margin: 3.75pt; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Helps you establish standard operating procedures, as we</span><span style="color: #283d40; font-family: 'Century Gothic', sans-serif; font-size: 10pt;">ll as periodic data certification</span></p> </td></tr><tr style="height: 31.5pt;"><td style="width: 162.75pt; border: inset #646464 1.0pt; padding: 3.75pt 3.75pt 3.75pt 3.75pt;"> <p style="margin: 0cm 3.75pt; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Required tasks</span></p> </td><td style="width: 185.0pt; border: inset #646464 1.0pt; padding: 3.75pt 3.75pt 3.75pt 3.75pt;"> <p style="margin: 3.75pt; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Provides detailed advice, best practices and data audit instructions</span></p> </td></tr></tbody></table> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"> </p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><a name="_Toc43211778"></a><strong><span style="font-size: 14.0pt; font-family: 'Century Gothic', sans-serif; color: #81b5a1;">Play 1 - Review your data </span></strong></p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Identify if there are Changes without CIs and Services in your instance. </span></p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><strong><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Required tasks</span></strong></p> <ol style="margin-bottom: 0cm; margin-top: 0px; list-style-position: inside;" start="1" type="1"><li style="position: relative; z-index: 251659264;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif;">Navigate to Configuration </span><span style="font-size: 10.0pt; font-family: Wingdings;"></span><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif;"> CMDB Data Foundations Dashboard. Open the tab ITSM Processes </span></li></ol> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"> </p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif; padding-left: 80px;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span><img style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Roboto, Oxygen, Ubuntu, Cantarell, 'Open Sans', 'Helvetica Neue', sans-serif;" src="/sys_attachment.do?sys_id=041c5989db5011102dc24f78139619ae" width="418" height="249" /></p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"> </p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></p> <ol style="margin-bottom: 0cm; margin-top: 0px; list-style-position: inside;" start="2" type="1"><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif;">Check the counter for Changes Not Relating Services to CI</li><li style="position: relative; z-index: 251660288;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif;">If the count is zero, this playbook is not applicable to you. If its non-zero, click on it to open the Analytics</span></li></ol> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif; padding-left: 80px;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span><img style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Roboto, Oxygen, Ubuntu, Cantarell, 'Open Sans', 'Helvetica Neue', sans-serif;" src="/sys_attachment.do?sys_id=901c1d89db5011102dc24f78139619a2" width="423" height="278" /></p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></p> <ol style="margin-bottom: 0cm; margin-top: 0px; list-style-position: inside;" start="4" type="1"><li style="position: relative; z-index: 251661312;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif;">Click on "Show Records" button to list change records having CI but missing Services</span></li></ol> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"> </p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif; padding-left: 80px;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span><img style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Roboto, Oxygen, Ubuntu, Cantarell, 'Open Sans', 'Helvetica Neue', sans-serif;" src="/sys_attachment.do?sys_id=2c1cdd89db5011102dc24f7813961910" width="452" height="298" /></p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">NOTE: If you are not using the provided out of the box fields for CI and Service you may have to create a custom report to accommodate your situation. It is recommended you read up on the CSDM and migrate to the provided fields instead.</span></p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">If you are using Impacted Services to capture your services, consider using the primary service the CI supports in the appropriate field.</span></p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><a name="_Toc43211779"></a><strong><span style="font-size: 14.0pt; font-family: 'Century Gothic', sans-serif; color: #81b5a1;">Play 2 – Fix Play</span></strong></p> <p style="margin: 0cm 0cm 6pt; font-size: 12pt; font-family: Calibri, sans-serif;"><strong><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">What this Play is about</span></strong></p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">In this play you will apply recommended fields to your change request process. </span></p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Additionally, as Infrastructure components can change in real time it is challenging to keep up with non-discoverable data, such as Change Group, Ownership, etc. The information can be derived from the Service those CIs belong to, if you have implemented our Common Service Data Model. </span></p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">This section assumes you have your CIs mapped to the services they support. </span></p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Ensure you are following your internal development practice and make these changes in Dev and move them up to Production following your established SDLC processes. </span></p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><strong><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Required tasks</span></strong></p> <ol style="margin-bottom: 0cm; margin-top: 0px; list-style-position: inside;"><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Ensure that the Service and Service Offering field is visible on the form<span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span> <ol style="list-style-type: lower-alpha; margin-bottom: 0cm; margin-top: 0px; list-style-position: inside;"><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Open Create new Change Request form<span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></li><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Are the Service and Service Offering field visible?<span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span> <ol style="list-style-type: lower-roman; margin-bottom: 0cm; margin-top: 0px; list-style-position: inside;"><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">If Yes, proceed to next step<span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></li><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">If No, right click the Change Request Form header, and click Configure > Form Design<span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></li><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Drag the Business Service Field above Configuration Item to match our baseline<span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></li></ol> </li></ol> </li></ol> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Sample</span><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> <br /><br /></span></p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif; padding-left: 120px;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span><img style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Roboto, Oxygen, Ubuntu, Cantarell, 'Open Sans', 'Helvetica Neue', sans-serif;" src="/sys_attachment.do?sys_id=a01c9d89db5011102dc24f78139619a5" width="294" height="331" /></p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></p> <ol style="margin-bottom: 0cm; margin-top: 0px; list-style-position: inside;" start="2"><li style="list-style: none; margin: 0cm 0cm 0cm 0px; font-size: 12pt; font-family: Calibri, sans-serif; text-indent: 144px;"> <ol style="list-style-type: lower-alpha; margin-bottom: 0cm; margin-top: 0px; list-style-position: inside;"><li style="list-style: none; margin: 0cm 0cm 0cm 0px; font-size: 12pt; font-family: Calibri, sans-serif; text-indent: 144px;"> <ol style="list-style-type: lower-roman; margin-bottom: 0cm; margin-top: 0px; list-style-position: inside;"><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Close the Form Design tab<span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></li><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Refresh the Open a new Change Request page<span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></li></ol> </li></ol> </li><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Test out submitting an Change Request with a Service & Service Offering populated</li><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">The following items are visible once an Change request has been created with a Service populated<span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span> <ol style="list-style-type: lower-alpha; margin-bottom: 0cm; margin-top: 0px; list-style-position: inside;"><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Dependency View (BSM map)<span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></li><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Other Active Tasks affecting this Business Service list<span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></li><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Service details<span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></li></ol> </li><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">If you are using Agent Workspace, once a Service has been chosen, you can then easily view the Service record and see its attributes to help you determine Change request Impact and Urgency, resulting in more accurate Impact/Severity. You can also see all the items identified in the step above<span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></li><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Once you have successfully completed the above task, consider also displaying the service_offering field. This will help you route Change requests based on Service Attributes instead of relying that Infrastructure CIs have accurate information<span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> <br /> </span></li></ol> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></p> <p style="margin: 0cm 0cm 6pt; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></p> <p style="margin: 0cm 0cm 6pt; font-size: 12pt; font-family: Calibri, sans-serif;"><a name="_Toc43211781"></a><strong><span style="font-size: 14.0pt; font-family: 'Century Gothic', sans-serif; color: #81b5a1;">Data Governance</span></strong></p> <p style="margin: 0cm 0cm 6pt; font-size: 12pt; font-family: Calibri, sans-serif;"><strong><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">What this Play is about</span></strong></p> <p style="margin: 0cm 0cm 6pt; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">This play lists the healthy habits around periodic validation of Change Request data.</span><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;"> </span></p> <p style="margin: 0cm 0cm 6pt; font-size: 12pt; font-family: Calibri, sans-serif;"><strong><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif; color: #283d40;">Required tasks</span></strong></p> <ul style="margin-bottom: 0cm; margin-top: 0px; list-style-position: inside;" type="disc"><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif;">Rerun Play 1 periodically, evaluate additional improvement steps to achieve higher compliance with properly tracking Services related to the Change Request<span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif;"> </span></li><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif;">Review and apply the <span style="color: windowtext;"><a style="color: blue; text-decoration: underline;" href="https://docs.servicenow.com/bundle/paris-servicenow-platform/page/product/csdm-implementation/concept/csdm-basics.html" target="_blank" rel="noopener noreferrer"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif;">Common Service Data Model</span></a></span><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif;"> across your organization</span><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif;"> </span></li><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif;">Implement Service Mapping to better show dependency maps<span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif;"> </span></li><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif;">As your organization matures, periodically review your mapped services for accuracy and refresh them as necessary<span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif;"> </span></li></ul> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-family: 'Century Gothic', sans-serif;"> </span><a name="_Toc46211772"></a><strong><span style="font-size: 14.0pt; font-family: 'Century Gothic', sans-serif; color: #81b5a1;">References</span></strong></p> <ol style="margin-bottom: 6pt; margin-top: 0px; list-style-position: inside;"><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif;"><strong>Install or Upgrade CMDB Data foundations dashboard</strong></li></ol> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif;">Below playbook will help in installing/upgrading CMDB Data foundations dashboard.</span></p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><a style="color: blue; text-decoration: underline;" href="https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0960770"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif;">Install and Upgrade CSDM and CMDB Data Foundations Dashboard </span></a></p> <ol style="margin-bottom: 6pt; margin-top: 0px; list-style-position: inside;" start="2"><li style="font-size: 10pt; font-family: 'Century Gothic', sans-serif;"><strong>How Change Management leverages CSDM</strong></li></ol> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-family: 'Century Gothic', sans-serif;"> </span></p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif;">Below community article details on how Dynamic CI Groups, impact analysis, and assignment groups all leverage our CSDM guidance to make Change Management better</span></p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="color: blue; text-decoration: underline;"> </span><a style="color: blue; text-decoration: underline;" href="https://community.servicenow.com/community?id=community_video&sys_id=cf9c0c401ba60110be4955fa234bcbd9"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif;">How Change Management leverages CSDM</span></a></p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif;"> </span></p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><strong><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif;">Congratulations</span></strong><span style="font-family: 'Century Gothic', sans-serif;"> </span></p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-size: 10.0pt; font-family: 'Century Gothic', sans-serif;">You have completed this Product Success Playbook</span><span style="font-family: 'Century Gothic', sans-serif;">.</span></p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-family: 'Century Gothic', sans-serif;"> </span></p> <p style="margin: 0cm; font-size: 12pt; font-family: Calibri, sans-serif;"> </p></div>