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SERVICE MANAGER FOR HP ENTERPRISE SERVICES
CHANGE MANAGEMENT FOR CHANGE APPROVERS
August 2010
Copyright 2010 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. HP Restricted
A NOTE TO MASTER TRAINERS

This course covers the global functionality in the Change Management module of HP Service Manager. Instructions for using functionality that is regional or customer-specific is included in the local work instructions. It is the responsibility of the trainers to incorporate regional and customer-specific information into course materials.
HP Restricted | August 2010
PURPOSE
This course is intended for Change Supervisors, Change Managers (HP and customer), and Change Approvers. The purpose of this course is to teach you how to use HP Service Manager to approve or deny a Change Record.
PREREQUISITE COURSES
You should have completed the following courses: Course 00153604, HP Enterprise Services: Change Management Overview Course 00143387, HP Enterprise Services Getting Started with Service Manager 3.0: The Basics Course 00143386, HP Enterprise Services Getting Started with Service Manager 3-0: Queries and Views All courses are available on Grow@hp
OBJECTIVES
After completing this course, you should be able to: Explain how approvers find out about Change Records that are waiting for their approval Access a Change Record List and locate the elements to be reviewed in the Change Record Approve a Change Record Deny a Change Record Retract an approval or denial
MODULES
How do I access and review a Change Record? How do I approve a Change Record?
Questions?
HOW DO I ACCESS AND REVIEW A CHANGE RECORD?
Using
HP Service Manager to locate and open a Change Record Locating the information that Approvers should review in a Change Record
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WHAT IS AN APPROVAL GROUP? (1 OF 2)

The Change Manager works with the Change Supervisor to identify Approvers for a given Change, and organizes them into Dynamic Approval Groups during the Change Planning phase An Approval Group is:
of people that approves or rejects a Normal Change Usually made up of representatives from all areas within HP, and Can include representatives from the business and third parties, such as suppliers
A group
The Change Manager can add an unlimited number of Dynamic Approval Groups to the record When a Change Record enters the phase in which the approval is required, each member of the Approval Group receives a notification
WHAT IS AN APPROVAL GROUP? (2 OF 2)

Although multiple people make up an Approval Group and receive an approval notification, only one member of the Approval Group approves or denies the Change Record on behalf of the entire group Approvals are completed in a specified order:
An Approver can make an approval only when all approvals in the previous sequence are completed
IMPORTANT: The Approve and Deny buttons do not appear on the Approval screen when the Change has been approved or denied and its status is no longer Pending.
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APPROVAL LIFECYCLE FOR NORMAL CHANGES

Phase Purpose/Action Role
Ensure that Change plan meets Change Manager Plan Approval and business, financial, and Change Approvers Schedule technical requirements or Other CAB members constraints Implementation Approve or reject Change Approval (optional) Implementation Schedules and Release Deployment Plans Change Manager Change Approvers Other CAB members
Review and Close Approving the implementation of Change Manager the Change based on risk and Change Approvers impact analysis and the plans Other CAB members
NOTE: Standard (Routine) Changes do not require approvals because they are pre-approved, and therefore, do not need to go through formal approval process. Emergency Changes are validated and approved by the Change Supervisor prior to implementation. They can be approved retroactively by the CAB after the Change is implemented.
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ACCESSING CHANGES THAT REQUIRE APPROVAL
You can access Changes that require your approval: From the Changes awaiting your approval view of the Change Queue By searching for the Change
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ACCESSING THE PENDING APPROVALS VIEW
1. For Approval
3. Display view
NOTE: If you are a member of only one approval group, the Approval Group list does not display.
2. Select group(s)
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THE PENDING APPROVALS VIEW
View the Change
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ACCESSING THE CHANGE RECORD BY NAVIGATION
2. Initiate the search
1. Specify record number
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REVIEWING THE CHANGE RECORD

1. Review Change Details
1 of 4
2. Review description
2 of 4
3. Review Attachments
4. Review impact and risk
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3 of 4
5. Review implementation plan
6. Review backout plan
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4 of 4
7. Review plans
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SUMMARY OF THE CHANGE RECORD REVIEW

Approvers review the Change Record for:
Change
details Change Detail tab Description Main Fields section Attachments Attachments tab
If the Change is in the Plan Approval and Schedule or Implementation Approval phase, review:
Risk Assessment Impact/Risk Assessment tab High Level Implementation Plan Implementation tab Monitoring, Resource, Communication, and Acceptance plans Plan tab Backout plan Backout Method tab
Impact and
If the Change is in the Implementation Approval phase, review:

Test
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results -- Test Results tab
Questions?
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LEARNING CHECK
How do you access the Changes awaiting your approval view?
A. Select it from the View drop-down list in the To Do List B. Select it from the View drop-down list in the Change Queue C. Click the For Approval link in the Change Queue
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LEARNING CHECK ANSWER

How do you access the Changes awaiting your approval view?
A. Select it from the View drop-down list in the To Do List B. Select it from the View drop-down list in the Change Queue C. Click the For Approval link in the Change Queue
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LEARNING CHECK
How many Approvers in an Approval Group need to approve the change?
A. B. C. D. One Two The majority All
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How many Approvers in an Approval Group need to approve the change?
A. B. C. D. One Two The majority All
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LEARNING CHECK
When the Change is in the Plan Approval and Schedule phase, what information do Approvers review in the Change Record?
(Select all correct answers.)
A. B. C. D.
Description and Change Detail Impact Analysis/Risk Assessment The Planned Start and Planned End dates Coordinator Group
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When the Change is in the Plan Approval and Schedule phase, what information do Approvers review in the Change Record?
A. B. C. D.
Description and Change Detail Impact Analysis/Risk Assessment The Planned Start and Planned End dates Coordinator Group
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LEARNING CHECK
If a Change is in the Schedule phase, which tabs will you review?
A. B. C. D.
Change Detail Plan Activities Backout Method
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If a Change is in the Schedule phase, which tabs will you review?
A. B. C. D.
Change Detail Plan Activities Backout Method
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HOW DO I APPROVE A CHANGE RECORD?
Approving
a Change
Record Denying a Change Record Retracting an approval or denial

ABOUT APPROVALS
Approvals can be sequenced so that Approval Groups approve or deny the Change in a specific order An approval is not available until all approvals that precede it in the sequencing have been completed When any one Approval Group denies the Change, the Changes Approval Status becomes denied and no further vote is necessary
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ACTIONS THE APPROVER CAN TAKE

On behalf of the Approval Group, a designated member of the group can:
Approve
a Change with a pending approval Deny a Change with a pending approval Retract an approval or denial
Remember that only one member of the group approves or denies the Change on behalf of the group
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APPROVING THE CHANGE
1 of 2
1. Access pending approvals
Pending status
Approvals pending for 3 Approval Groups
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APPROVING A CHANGE
2. Approve the Change
2 of 2
This group can vote
This group cannot yet vote
This group has approved 3. Return to the Change
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DENYING A CHANGE RECORD

1. Deny the Change
3. Submit denial 4. Return to the Change
2. Reason for denial
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VIEWING THE APPROVAL STATUSDENIED
Change denied by the Dynamic Approval Group
1 approval and 1 denial
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RETRACTING AN APPROVAL OR DENIAL

2. Retract the vote
1 of 2
To access the Change to retract the approval or denial, you must search for the Change; it won't show when you use the For Approval link because it is no longer pending approval by your group
1. Select vote to retract

RETRACTING AN APPROVAL OR DENIAL
2 of 2
4. Submit retraction
3. Reason for retraction
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APPROVAL SCREEN AFTER THE RETRACTION
Pending status Reason for retraction
Approval available
Previous approval action removed
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CURRENT APPROVALS TAB AFTER THE RETRACTION
Pending status
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Questions?
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LEARNING CHECK
When does an Approval Group approval become available for approval or denial?
A. As soon as the Change enters the appropriate phase B. When the Change Manager enables it C. After the Change Manager or Change Supervisor makes their approval D. When all approvals in prior sequences have been completed
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When does an Approval Group approval become available for approval or denial?
A. As soon as the Change enters the appropriate phase B. When the Change Manager enables it C. After the Change Manager or Change Supervisor makes their approval D. When all approvals in prior sequences have been completed
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LEARNING CHECK
Which approval does the Approval Group select from the Current Approvals sub-tab?
A. MS.CoordinatorGroup Approval B. MS.SupervisorGroup Approval C. MS.DynApprovalGroup Approval
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Which approval does the Approval Group select from the Current Approvals sub-tab?
A. MS.CoordinatorGroup Approval B. MS.SupervisorGroup Approval C. MS.DynApprovalGroup Approval
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LEARNING CHECK
True or false: After an Approver has clicked either the Approve or Deny button, the approval choice is locked and cannot be changed.
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True or false: After an Approver has clicked either the Approve or Deny button, the approval choice is locked and cannot be changed. After an Approver has clicked either the Approve or Deny button, the Retract button enables you to retract the vote and vote again.
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LEARNING CHECK
What can Approvers do to view the Approval Status?
A. Nothing. Approvers cannot access Approval Status information. B. Look at the Implementation tab. C. Look the History tab of the Change Record. D. Look at the Approvals tab.
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What can Approvers do to view the Approval Status?
A. Nothing. Approvers cannot access Approval Status information B. Look at the Implementation tab C. Look the History tab of the Change Record D. Look at the Approvals tab
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LEARNING CHECK
When are you required to provide a reason for the action you take?
A. B. C. D.
When you approve the Change When you deny the Change When you Retract a previous vote You never have to provide a reason for the action
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When are you required to provide a reason for the action you take?
A. B. C. D.
When you approve the Change When you deny the Change When you Retract a previous vote You never have to provide a reason for the action
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LEARNING CHECK
Which statements are true about what occurs when a vote is retracted?
A. The approval is moved to the Currently Pending Approvals section. B. The approval is moved to the Future Approvals section. C. The approval is removed from the Approval screen. D. The Approve and Deny buttons reappear on the toolbar.
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Which statements are true about what occurs when a vote is retracted?
A. The approval is moved to the Currently Pending Approvals section. B. The approval is moved to the Future Approvals section. C. The approval is removed from the Approval screen. D. The Approve and Deny buttons reappear on the toolbar.
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COURSE SUMMARY
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COURSE SUMMARY
You should now be able to:
Explain how approvers find out about Change Records that are waiting for their approval Access a Change Record List and locate the elements to be reviewed in the Change Record Approve a Change Record Deny a Change Record Retract an approval or denial
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OTHER COURSES AND RESOURCES

Additional courses and supplementary materials are available on Grow@HP You can enroll in additional courses from Grow@HP
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ADDITIONAL RECOMMENDED COURSES

You can enroll in other courses through Grow@hp
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OTHER COURSES AND RESOURCES

Other courses and supplementary materials are available from Grow@hp
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RELATED DOCUMENTATION
Related documentation is available from the HP Enterprise Services Global Process Team portal:
http://intranet.hp.com/eds/ww/wg/esm/gpt/Pages/GlobalProcessTeam.asp x
The Change Management process documentation includes:

Process Guide Policy Guide Role Guide Procedure Guide Work Instructions and other materials
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SERVICE MANAGER FOR HP ENTERPRISE SERVICES

CHANGE MANAGEMENT FOR CHANGE APPROVERS

A NOTE TO MASTER TRAINERS

HP Restricted | August 2010

HP Restricted | August 2010

HP Restricted | August 2010

HP Restricted | August 2010

HP Restricted | August 2010

HP Restricted | August 2010

HOW DO I ACCESS AND REVIEW A CHANGE RECORD?

WHAT IS AN APPROVAL GROUP? (1 OF 2)

WHAT IS AN APPROVAL GROUP? (2 OF 2)

HP Restricted | August 2010

APPROVAL LIFECYCLE FOR NORMAL CHANGES

ACCESSING CHANGES THAT REQUIRE APPROVAL

HP Restricted | August 2010

ACCESSING THE PENDING APPROVALS VIEW

HP Restricted | August 2010

THE PENDING APPROVALS VIEW

View the Change

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ACCESSING THE CHANGE RECORD BY NAVIGATION

2. Initiate the search

1. Specify record number

HP Restricted | August 2010

REVIEWING THE CHANGE RECORD

REVIEWING THE CHANGE RECORD

4. Review impact and risk

HP Restricted | August 2010

REVIEWING THE CHANGE RECORD

5. Review implementation plan

6. Review backout plan

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REVIEWING THE CHANGE RECORD

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SUMMARY OF THE CHANGE RECORD REVIEW

If the Change is in the Implementation Approval phase, review:

results -- Test Results tab

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LEARNING CHECK ANSWER

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LEARNING CHECK ANSWER

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LEARNING CHECK ANSWER

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Change Detail Plan Activities Backout Method

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LEARNING CHECK ANSWER

Change Detail Plan Activities Backout Method

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HOW DO I APPROVE A CHANGE RECORD?

Record Denying a Change Record Retracting an approval or denial

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ACTIONS THE APPROVER CAN TAKE

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APPROVING THE CHANGE

1. Access pending approvals

Approvals pending for 3 Approval Groups