EM L05 Working with Change and Problem Management Using ITIL Best Practices Hands-On Lab

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Lillian Williams
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1 EM L05 Working with Change and Problem Management Using ITIL Best Practices Hands-On Lab Description Change and problem management have new features in ServiceDesk 7.1 SP2. In this session, we will apply the process as defined by ITIL and provide a functional practice that you can leverage for your own environment. You will learn how to use the new features to implement change in a managed way in your environment. At the end of this lab, you should be able to Understand how to apply automation rules for CAB management within the change process Be able to work the change process and assign tasks Be able to update the plan through assignment Performing a vote amoungst a group to approve the change process

You will learn how to use the new features to implement change in a managed way in your environment.

Notes A brief presentation will introduce this lab session and discuss key concepts. The lab will be directed and provide you with step-by-step walkthroughs of key features.

2 Notes A brief presentation will introduce this lab session and discuss key concepts. The lab will be directed and provide you with step-by-step walkthroughs of key features. Feel free to follow the lab using the instructions on the following pages. You can optionally perform this lab at your own pace. Be sure to ask your instructor any questions you may have. Thank you for coming to our lab session. Getting Started in Process Manager Look for the Prcess Manager icon on the SD7 desktop and double click on the icon. 1. Use the following credentials to gain access LoginID: admin@symplified.org Password: password Verifying Change Manager Security First we need to walk through the Process Manager as an Administrator to verify the Change Process. It is important that the Change Management group have the approved rights on specific portal pages along with the routing rules specified else initial tasks will not work correctly. 1. After you login click on Admin tab 2. Now click Site Actions and Page List 2 of 51

Thank you for coming to our lab session. Getting Started in Process Manager Look for the Prcess Manager icon on the SD7 desktop and double click on the icon. 1.

3 3. Select SD Change View as shown 4. Click on the button found to the right 5. Click on Permissions 3 of 51

4 6. Edit the permissions of Change Manager 7. Click on Allow All 8. First click on and then click on 4 of 51

5 Verifying a Routing Rule Exists 1. Click Admin and navigate to Automation Rules 2. Click on Change Management are on the left (on the name ServiceID) 3. For the ruleset select OnChangeRecieved 4. Verify that an Initial Rouuting rule is set to rout Changes to the Change Manager 5 of 51

Click on Change Management are on the left (on the name ServiceID) 3.

6 Creating Your Change Approval Boards (CABs) 1. While still logged in as Admin Click on the Submit Request tab 2. Under the New Requests area drill down to Manage CABs and open it 3. In Manage CABs click New 6 of 51

7 4. Create a CAB called Development Environment CAB and click on the hour glass 5. Type Change and Click on the search hour glass, then select Change Team - 1 and press Select Group 7 of 51

8 6. Type in the description Moving from pilot into production and then select Save CAB 7. Click 8. Type Emergency CAB and select the hour glass 8 of 51

9 9. Type Change and Click on the search hour glass, then select Change Team - 2 and press Select Group 10. Check This is an emergency CAB 11. Click on Save CAB 12. Click on New CAB 9 of 51

10 13. Type Change and Click on the search hour glass, then select Change Team - Default and press Select Group 14. Type in the description Installing new server into the datacenter 15. Clcik on Save CAB 10 of 51

11 16. The CAB Display 17. Click Finished 11 of 51

12 Creating Change Plan Templates 1. Open Manage Change Plan Templates 2. Currently no templates 3. Click on New Template 12 of 51

13 4. Fill in the details as highlited in yellow below 5. Click on 6. You have one new template 7. Click on 13 of 51

14 8. Fill in the details as highlighted in yellow 9. Fill in the details as follows: Implementation Plan: Have IT create backups of each server, test backups, shutdown machines one at a time and perform upgrade. Testing Plan: Power on upgraded machine and test network connectivity, make sure all development applications and database can be accessed. Perform load testing by connecting multiple clients at once Backout Plan: Restore server from backup 14 of 51

machines one at a time and perform upgrade.

15 10. The current display of templates 11. Click 15 of 51

16 Creating Your First Request 1. Click on found top right 2. Login as password 3. Click on the Submit Request tab and click open Request Change 16 of 51

17 4. Enter the following Request Details Change Title: New Print Server Justification: Current Server does not hanle the load. Click Next 5. Type Server Installation will affect some users 6. Click 17 of 51

18 7. Leave blank 8. Click 9. Leave blank 10. Click 18 of 51

19 11. Type NS and click Search then Select the Deskjet and Add Selected and Finish 12. You have now completed the request 13. Click 19 of 51

14. Click top right 15. Login as change_manager_1@symplified.org password 16.

20 14. Click top right 15. Login as password 16. Open the ticket with the Title of New Print Server 17. You ll see the overview 20 of 51

21 18. Click on Assign to Me 19. Click Delete existing as assignments as well? And then Assign to Me 20. You should see a notification of a new task 21. Expand the Planning Tasks 21 of 51

22 22. Select Delegate Backout Plan 23. Assign the user by clicking the hour glass 24. Type tech and then search; select technician2 and click Select User 22 of 51

23 25. Select High 26. Select Create Task 27. Note the task is assigned to Incident Technician 2 23 of 51

24 28. Close the ticket by clicking X top right 29. Click on found top right 30. Login as technician2@symplified.org password 31. Click on My Task List tab 24 of 51

25 32. Click on Complete Task 33. In the highlighted area below type Restore the original server from backups. 34. Click 25 of 51

26 35. Close ose task by clicking X top right 36. Click top right 37. Login as change_manager1@symplified.org password 38. Click Tickets tab and select the New Print Server change request 39. You should have the ticket View 26 of 51

27 40. Under Backout Plan you ll see a complete status 41. Under Process Actions select Edit Change Plan 42. Select Server Upgrade and risk High. Note that your Backout Plan is already filled in. Click Save Change Plan 27 of 51

28 43. Under Process Actions select Manage Related Configuration Items Note that Manage CABs and Manage Templates is also available from here. 44. Click on Add Equipment 45. Type User and click the hour glass 28 of 51

46. Select End User 1 47. Click Add for SYM54464522 48.

29 46. Select End User Click Add for SYM Your screen will look like this 49. Click to finish 29 of 51

30 50. Click Close 51. Under Process Actions click Add Bulletin Board Entry 52. Click Add Bulletin Board Entry 30 of 51

31 53. Fill in the details as indicated 54. Create the Bulletin Board as indicated 31 of 51

32 55. Click to Close 56. Approve the process 32 of 51

33 57. Select Standard and Server Installation CAB 58. For the Implementer select Technician2 33 of 51

34 59. Click Submit Change Plan 60. Under Implement Change Plan select Complete Task (we are going to complete the task from here) 34 of 51

35 61. Just click on the Checkbox and select Close Ticket 35 of 51

36 Using the Voting Mechanism for Change Approval 1. Logout by clicking top right 2. Login as password 3. Click Submit Request tab and then open Request Change 36 of 51

37 4. Fill in the following Change Title: Server Event Description: Event with Sever Justification: A Server Click Finish 5. Click Close 6. Logout by clicking top right 37 of 51

7. Login As change_manager1@symplified.org password 8.

38 7. Login As password 8. Click Tickets tab and open Server Event change request 38 of 51

39 9. Select Edit Change Plan 10. Select Standard Change Template and select Load 11. Click 39 of 51

40 12. Click Approve/Deny Change Plan 13. Select the following values in order Normal Development Environment CAB 5/11/2012 5/18/ Click 40 of 51

41 15. Click the blue Refresh link found mid top right 16. Click on Initiate Votion found mid right 41 of 51

42 17. Leave all the default settings 18. And click 19. Complete the Tasks only for Change Scheduler 1 and Change Implementer 1 42 of 51

43 20. For both Change Scheduler 1 and Change Implementer 1 perform the following 21. Click 22. Once complete for both click on Approve Change Plan 43 of 51

44 23. Note the approvals in the body of the CAB Approval, click Approve 24. Then click 25. Close the Ticket and log out found top right 44 of 51

Use Routing Rules to Assign CAB 1. Login as admin@symplified.org password 2.

45 Use Routing Rules to Assign CAB 1. Login as password 2. Go to Automation Rules as Indicated 3. Click on the ServiceID area to your left under Change Management 4. Select the Ruleset OnChangeRecieved 45 of 51

46 5. Click Add Rule 6. Fill in the Rule as indicated 7. Click Save 46 of 51

47 8. Click Add Rule 9. Fill in the rule as indicated below 10. Click Save 11. Logout by clicking top right 47 of 51

12. Login As technician1@symplified.org password 13.

48 12. Login As password 13. Click on Submit Request tab and select Request Change 48 of 51

49 14. Simply fill in Test Routing for the three required fields 15. Click 16. Click 17. Logout by clicking top right 49 of 51

18. Login As change_manager1@symplified.org password 19. Open the Test Routing change ticket 20.

50 18. Login As password 19. Open the Test Routing change ticket 20. Locate Ruleset comment lower right on the screen and Note that the rules executed correctly 50 of 51

51 21. Click on Approve/Deny Change Plan 22. NOTE: the Select CAB and Applied Template were filled in based on the routing rule you just created. This concludes this LAB, we hope you found it helpful in understanding the Change Request process as it relates to ITIL within Symantec ServiceDesk 7.1 SP2. 51 of 51

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