Reviewing and closing a Change
After all implementation tasks are complete, the workflow sends an assignment to the Change Owner to determine whether the Change was successful. The Change Owner makes this determination through consultation with stakeholders, such as members of the Change Advisory Board, the RFC submitter, users, customers, and others.
About this task
- The Change has had the desired effect and met its objectives.
- Stakeholders are content with the results; if they are not, they can identify the shortcomings.
- The Change has led to no undesirable side-effects to functionality, service levels, security, costs, and so on.
After the review is completed, the Change Owner indicates whether the result of the Change is satisfactory. In addition, the Change Owner creates a new row in the Log tab to add review comments before closing the Change. If the result is satisfactory, the Change is closed. If the result is not satisfactory, the Change Owner is asked whether she wants to initiate the creation of a process request, a Change work order, or an incident so that outstanding issues can be resolved.
If a new process request, Change work order, or incident is opened, the workflow links the new record to this Change; this Change is closed, and the link to the new record is displayed in the Related Records tab.