Differenze tra le versioni di "Deployment Change"

Versione attuale delle 17:53, 28 ott 2015

Deployment Change process is supported by a SM workflow cartridge that enables the execution of the process. This process is strictly related to the Release and Deployment Management process as through it a release is installed into a target environment (e.g. test, acceptance, live, etc.). The process is therefore triggered by the Release and Deployment Management process itself and returns the feedback on its result.

Of course the preconfigured process (the workflow cartridge) is just an accelerator and the tuning / completion of the initial configuration will still be required. To this aim, the Workflow Engine guide may be useful.

IMPORTANT NOTE: the configuration below is only one of the possible configuration to deal with the deployment change process. The need for a different behaviour of the process may be fulfilled by simple changes of the configuration.

Indice

1 Operational model
2 Roles
3 Process
- 3.1 Related processes
  - 3.1.1 Release and deployment management
4 Services
5 Management information
6 Views
7 Notifications
8 Reporting

Operational model

The preconfigured process has the objective to deploy a release and is a standard change. At the core of the process configuration is the following simple operational model.

Deployment Change operational model

From the Release and Deployment Management process a command (button) is available to trigger the Deployment Change process. This opens a new Deployment Change instance. This is done by an action which sets also sets a release team (a defined group). The members of the release team can therefore see the deployment change and set the owner of it. The owner performs or coordinates the deployment activities. When the activities are completed another action automatically gives a feedback to the Release and Deployment Management process.

Roles

For this process, the following organizational roles are defined:

Organizational role	Description	itmSUITE® role mapping
Requester	This is the user who triggers a deployment change while managing a release	See the Release and Deployment Management process for detailed information on who is enabled to start deployment changes
Owner	Assign tasks to be performed to complete the deployment change Watches over and monitors the deployment change along all its life cycle Activates escalation/ routing/ requests Manages all the communications with the requester Checks the implementation and sets the deployment change to closed	This role is picked up by a member of the deployment team (a specific group).
Deployment team member	He/she receives the notification on the assignment of a deployment change to the team Based on the team rules, he/she autonomously picks up a deployment change as an owner or wait for the deployment team manager assignment He/she carries out any assigned task of a deployment change He/she notices when assigned tasks are completed or when he/she is unable to complete them	Resources belonging to the "Deployment team" group; the login identifier of one of these users is "DepTeamMemb").
Deployment team manager	He/she receives the notification on the assignment of a deployment change to the team Based on the team rules, he/she assigns a deployment team member He/she may also act as deployment team member	Manager of the "Deployment team" group; the login identifier of this user is "DepTeamMan").

Process

A deployment change is opened during the execution of the Release and Deployment Management process and is kept linked to the instance of the release it is originated from.

A workflow is configured to support the Deployment Management process. The workflow is characterized by workflow statuses and workflow transitions. The figures below illustrate the process.

Deployment Change process.

The table below explains the meaning of each workflow status.

Workflow status	Description
"Default"	A preliminary status which is displayed when a deployment change is created.
"Opened"	The deployment change has been recorded and requested.
"Cancelled"	The deployment change is not confirmed and, therefore, cancelled.
"Closed"	The deployment change is completed and closed.

And finally the table below explains the roles authorized to execute the workflow transitions.

Source status	Destination status	Authorized executors
"Default"	"Opened"	Requesters
"Opened"	"Cancelled"	Requester, owner. deployment team manager
"Opened"	"Closed"	Requester, owner, deployment team manager.

Related processes

The key related process is Release and Deployment Management. The tab Related Items of the deployment change and, in particular, the sub tab Tickets of it allows to view all the existing relationships between the deployment change and Release and Deployment Management.

Release and deployment management

A new deployment change can be initiated from a release and updating the deployment change will provide a feedback to the release itself.

Services

The deployment changes are opened on the "Deployment Management" service. The user "DeplManager" is the service manager of the "Deployment Management" service.

Management information

Many management information are available as fields in the deployment change management configured form. The following table illustrates the intended use of key information and its behaviour. NOTE: information are available (visible) and can be modified according to a specific configuration which is meant to be suitable for the organizational roles involved in the process.

Information group or tab	Field	Purpose	Comments
General Information	Ticket Op Status	To show the operational status of the deployment change, see workflow statuses in Process section of this page.	Status changes are performed by means of the Save&Next command.
General Information	Short Description	To provide a short description of the deployment change.	This mandatory field is automatically filled by the action creating the deployment change but can be edited.
General Information	Requester	To identify the name of the requester (who has requested the deployment change).	This field is automatically set to the identification code of the source release by the action creating the deployment change.
General Information	Creation Date	To show the date and time the deployment change was created.	This information is automatically recorded and cannot be manually changed. See History tab for more detailed tracking information.
General Information	Edit Date	To show the date and time the deployment change was last updated.	This information is automatically recorded and cannot be manually changed. See History tab for more detailed tracking information.
General Information	Creation User	To show the user who created the deployment change.	This information is automatically recorded and cannot be manually changed. See History tab for more detailed tracking information.
General Information	Edit User	To show the user who updated the deployment change last.	This information is automatically recorded and cannot be manually changed. See History tab for more detailed tracking information.
Ticket Classification	Project/Service	To show the service (or project) to which the deployment change is related.	This is automatically set at open time and can't be modified.
Ticket Classification	Ticket Type	To show the type of workflow executed.	This is automatically set at open time and can't be modified.
Ticket Classification	Release Type	To show the type of the release implemented by the deployment change.	This field is automatically set to the Release Type of the source release by the action creating the deployment change.
Ticket Classification	Release Number	To set the change scope.This is typically used for statistic reasons.	This field is automatically set to the Release Number of the source release by the action creating the deployment change.
Ticket Classification	Target Environment	To define the target environment for the deployment.	This field is initially left blank. The target environment is mandatory and can be chosen from a drop list of enabled values (e.g. "Live", "Test", etc.).
Prioritisation & Planning	Required Deployment Date	To set the required execution date for the deployment change.	This field (date & time) is mandatory and initially set empty.
Prioritisation & Planning	Planned Deployment Date	To communicate the planned execution date for the deployment change.	This field (date & time)is mandatory and initially set to empty.
Prioritisation & Planning	Actual Deployment Date	To communicate the actual execution date for the deployment change.	This field (date&time) is initially blank and can be edited. If empty, it is automatically set to the date and time of the transition to the "Closed" Ticket Op Status.
Ownership and Groups	Supervising Team	To show the supervising team.	This field is automatically set to the Supervising Team of the source release by the action creating the deployment change.
Ownership and Groups	Deployment Team	To define the team to which the deployment change is assigned for execution.	This field is automatically set to the "Deployment Team" group by the action creating the deployment change.
Ownership and Groups	Owner	To define who is the deployment change owner who should monitor the lifecycle of the deployment change.	This field can be set by any member of the Deployment Team.
Ticket Details	Details	To provide a more detailed description of the deployment change.	An auto tracking field is used enabling to view the user who has updated.
Ticket Details	Environment Parameters	To provide detailed instructionsto execute the deployment change.	An auto tracking field is used enabling to view the user who has updated.
Ticket Details	Comments	To provide helpful comments.	An auto tracking field is used enabling to view the user who has updated.

Fields can be mandatory to save the deployment change in some workflow statuses. These fields are highlighted with a red asterisk.

Views

The following views are made available in the Tickets area of the home page:

View	Content	Deployment Change Owner	Release owner	Deployment team	Release Team	Supervising Team
Deployment changes opened	Deployment changes in status "Opened".	X	X	X	X	X
Deployment changes routed to my team	Deployment changes in status "Opened", where Deployment Team is the group to which the logged resource belongs.			X
Deployment changes assigned to me	Deployment changes in status "Opened" where the Ticket Worker is the logged resource.			X
Deployment changes owned	Deployment changes in status "Opened" where the Owner is the logged resource.	X

Additionally, the following views are made available in the Deployment menu for all the organizational roles:

View	Content
Deployment changes active	Deployment changes in status "Opened"
Deployment changes closed	Deployment changes in status "Closed"
Deployment changes cancelled	Deployment changes in status "Cancelled"

Notifications

The following notifications are configured:

Trigger	Recipients	Purpose
A deployment change is opened	Deployment team	Alert that there is a deployment change to manage.
A deployment change is assigned a owner	Deployment change owner	Alert that the deployment change was assigned to him/her.
A ticket worker is assigned	The assigned ticket worker	Alert that there is work to be done.
A deployment change is closed	The deployment change owner, the release owner, the deployment team, the release team, the supervising team	Alert that the deployment change has been closed.
A deployment change is cancelled	The deployment change owner, the release owner, the deployment team, the release team, the supervising team	Alert that the deployment hange has been cancelled.

Reporting

A set of standard reports are made available for the deployment change management process. It is not required to have the REP module to use them, however the module is required if new or changed reports are needed. The available reports are placed under Deployment/Reporting menu.

The following table lists the reports available by default and their visibility:

Report name	Content	Access
Deployment change - trend	An histogram showing the Deployment change volumes monthly trend.	Deployment team, release team and supervising team.

* "Analysis time" is defined within the OCE module.

A basic form of reporting is also provided by views. Views basically allow to list deployment changes and their attributes but may also be configured to calculates sums, averages on some of them. The available views are illustrated in the dedicated section of this page.

Differenze tra le versioni di "Deployment Change"

Versione attuale delle 17:53, 28 ott 2015

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@@ Riga 1: / Riga 1: @@
-''[[Glossary|Deployment Change]]'' process is supported by a ''[[Glossary|SM]]'' ''[[Glossary|workflow cartridge]]'' that enables the execution of the process. This process is strictly related to the [[Release Management|''Release Management'']] process as through it a ''[[Glossary|release]]'' is installed into a target environment (e.g. test, acceptance, live, etc.). The process is therefore triggered by the ''[[Release Management]]'' process itself and returns the feedback on its result.
+''[[Glossary|Deployment Change]]'' process is supported by a ''[[Glossary|SM]]'' ''[[Glossary|workflow cartridge]]'' that enables the execution of the process. This process is strictly related to the ''[[Release and Deployment Management]]'' process as through it a ''[[Glossary|release]]'' is installed into a target environment (e.g. test, acceptance, live, etc.). The process is therefore triggered by the ''[[Release and Deployment Management]]'' process itself and returns the feedback on its result.
 Of course the preconfigured process (the ''[[Glossary|workflow cartridge]]'') is just an accelerator and the tuning / completion of the initial configuration will still be required. To this aim, the [[Workflow engine|Workflow Engine]] guide may be useful.
@@ Riga 8: / Riga 8: @@
 The preconfigured process has the objective to deploy a [[glossary|''release'']]  and is a'' [[glossary|standard change]]''. At the core of the process configuration is the following simple operational model.
 [[File:Deployment Change Operational Model v1.0.jpg|centre|thumb|625x625px|Deployment Change operational model]]
-From the ''[[Release Management]]'' process a command (button) is available to trigger the ''[[glossary|Deployment Change]]'' process. This opens a new [[glossary|''Deployment Change'']] instance. This is done by an ''[[glossary|action]] ''which  sets also sets a release team (a defined ''[[glossary|group]]''). The members of the release team can therefore see the deployment change and set the owner of it. The owner performs or coordinates the deployment activities. When the activities are completed another ''[[glossary|action]]'' automatically gives a feedback to the ''[[Release Management]]'' process.
+From the ''[[Release and Deployment Management]]'' process a command (button) is available to trigger the ''[[glossary|Deployment Change]]'' process. This opens a new [[glossary|''Deployment Change'']] instance. This is done by an ''[[glossary|action]] ''which  sets also sets a release team (a defined ''[[glossary|group]]''). The members of the release team can therefore see the ''[[glossary|deployment change]]'' and set the owner of it. The owner performs or coordinates the deployment activities. When the activities are completed another ''[[glossary|action]]'' automatically gives a feedback to the ''[[Release and Deployment Management]]'' process.
 == Roles ==
@@ Riga 18: / Riga 18: @@
 |-
 |Requester ||
-* This is the ''[[glossary|user]]'' who triggers a deployment change while managing a ''[[glossary|release]]''
+* This is the ''[[glossary|user]]'' who triggers a ''[[glossary|deployment change]]'' while managing a ''[[glossary|release]]''
-||  See the ''[[Release Management]]'' process for detailed information on who is enabled to start deployment changes
+||  See the ''[[Release and Deployment Management]]'' process for detailed information on who is enabled to start ''[[glossary|deployment changes]]''
 |-
 | Owner ||
-* Requires ''[[Glossary|change]]'' approval to the change authority after its assessment is completed
+* Assign tasks to be performed to complete the ''[[glossary|deployment change]]''
-* Assign tasks to be performed to complete the ''[[Glossary|change]]''
+*  Watches over and monitors the ''[[glossary|deployment change]] ''along all its life cycle
-*  Watches over and monitors the ''[[Glossary|change]] ''along all its life cycle ensuring target service levels are achieved
 * Activates escalation/ routing/ requests
 * Manages all the communications with the requester
-* Checks the implementation and sets the ''[[Glossary|change]] ''to to completed
+* Checks the implementation and sets the ''[[glossary|deployment change]] ''to closed
-* Closes the ''[[Glossary|change]] ''after completing the final checks
+|| This role is picked up by a member of the deployment team (a specific ''[[glossary|group]]'').
-|| Role assigned by the service manager to himself/herself or to a technical team member.
 |-
 | Deployment team member  ||
-* He/she receives the notification on the assignment of an activity concerning a ''[[Glossary|change]] ''(e.g. conducting the assessment or designing/implementing it)
+* He/she receives the notification on the assignment of a ''[[glossary|deployment change]]'' to the team
-* Carries out the assigned tasks
+* Based on the team rules, he/she autonomously picks up a ''[[glossary|deployment change]]'' as an owner or wait for the deployment team manager assignment
-* Notices when completed or unable to complete
+*  He/she carries out any assigned task of a ''[[glossary|deployment change]]''
-|| There are several technical teams predefined for different domains. The following table shows which ''[[Glossary|users]] ''are members of each team.
+* He/she notices when assigned tasks are completed or when he/she is unable to complete them
+|| ''[[glossary|Resources]]'' belonging to the "Deployment team" ''[[glossary|group]]''; the login identifier of one of these ''users ''is "DepTeamMemb").
-{| class="wikitable"
-! Domain !! ''[[Glossary|Group]]'' !! Member
-''[[Glossary|users]]''
-|-
-|Application management || "Application Management" || "AppManager"
-"AppSpecialist"
-|-
-|Personal devices management || "Personal Management" || "PersonalManager"
-"PersonalSpecialist"
-|-
-|Network management || "Network Management" || "NetManager"
-"NetSpecialist"
-|-
-|Server management || "Server Management" || "ServerManager"
-"ServerSpecialist"
-|}
 |-
 | Deployment team manager ||
-* Receives the notification about the assignment of the ''[[Glossary|change]] ''to his/her team in order to implement it
+* He/she receives the notification on the assignment of a ''[[glossary|deployment change]]'' to the team
-* Assign the member of his/her team who should work on it (this can be done by setting the ''[[Glossary|ticket worker]]'' or creating and assigning ''[[Glossary|ticket activities]]'')
+*  Based on the team rules, he/she assigns a deployment team member
-* Watches over and monitors the work of his/her team
+*  He/she may also act as deployment team member
-|| There are several technical teams predefined for different domains. The following table shows which ''[[Glossary|users]]'' are set as ''[[Glossary|solution group manager]]'' for each domain.
+|| Manager'' ''of the "Deployment team" ''[[glossary|group]]''; the login identifier of this ''user ''is "DepTeamMan").
-{| class="wikitable"
-! Domain !! ''[[Glossary|Group]]'' !! ''[[Glossary|Group manager]]''
-|-
-|Application management || "Application Management" || ''[[Glossary|User]] ''"AppManager".
-|-
-|Personal devices management || "Personal Management" || ''[[Glossary|User]] ''"Personal Manager".
-|-
-|Network management || "Network Management" || ''[[Glossary|User]] ''"NetManager".
-|-
-|Server management || "Server Management" || ''[[Glossary|User]] ''"ServerManager".
-|}
 |}
 == Process ==
-As for all ''[[Glossary|workflows]]'', new ''[[Glossary|changes]]'' can be created by using the ''[[Glossary|self service portal]]'', accessible by means of '''''Self Service''''' menu.
+A ''[[glossary|deployment change]]'' is opened during the execution of the ''[[Release and Deployment Management]]'' process and is kept linked to the instance of the ''[[glossary|release]]'' it is originated from.
-The following ''[[Glossary|requests]]'' which trigger a new instance of the ''[[Glossary|change management]]'' process are configured and available to all organizational roles in the ''self service portal'':
-{| class="wikitable sortable"
-! Self service topic !! Self service category !! Self service request !! Authorized roles
-|-
+A ''[[Get started with itmSUITE®|workflow]]'' is configured to support the ''[[Glossary|Deployment Management]]'' process. The ''[[Glossary|workflow]]'' is characterized by ''[[Glossary|workflow statuses]]'' and ''[[Glossary|workflow transitions]]''. The figures below illustrate the process.
-| "Applications" || "itmCLOUD" || "Change" (open a ''[[Glossary|change]]'') ||Requesters
+[[File:Change management Operational Model 1 of 3 v1.0 .jpg|centre|thumb|800x800px|Deployment Change process.]]
-|-
-| "Personal Devices" || "Personal Computers" || "Change" (open a ''[[Glossary|change]]'') ||Requesters
-|-
-| "Personal Devices" || "Peripherals" || "Change" (open a ''[[Glossary|change]]'') ||Requesters
-|-
-| "Personal Devices" || "Telephony" || "Change" (open a ''[[Glossary|change]]'') ||Requesters
-|-
-| "Network" || "Networking Management" || "Change" (open a ''[[Glossary|change]]'') ||Requesters
-|-
-| "Technical Services" || "Server Management" || "Change" (open a ''[[Glossary|change]]'') ||Requesters
-|}
-A ''[[Glossary|change]]'' may also be automatically opened during the execution of other processes by the ''[[Glossary|resources]]'' dealing with them.
-A ''[[Get started with itmSUITE®|workflow]]'' is configured to support the ''[[Glossary|change management]]'' process. The ''[[Glossary|workflow]]'' is characterized by ''[[Glossary|workflow statuses]]'' and ''[[Glossary|workflow transitions]]''. The figures below illustrate the process.
-[[File:Change management Operational Model 1 of 3 v1.0 .jpg|centre|thumb|800x800px|Change management process (1 of 3).]]
-[[File:Change management Operational Model 2 of 3 v1.0 .jpg|centre|thumb|800x800px|Change management process (2 of 3).]]
-[[File:Change management Operational Model 3 of 3 v1.0 .jpg|centre|thumb|800x800px|Change management process (3 of 3).]]
 The table below explains the meaning of each ''[[Glossary|workflow status.]] ''
@@ Riga 128: / Riga 59: @@
 |-
-| "Default" || A preliminary status which is displayed when a ''[[Glossary|change]]'' is created.
+| "Default" || A preliminary status which is displayed when a ''[[glossary|deployment change]]'' is created.
-|-
-| "Opened" || The ''[[Glossary|change]]'' has been recorded.
-|-
-| "Requested" || The ''[[Glossary|change]]'' is confirmed and has been requested (it is a ''[[Glossary|request for change]]'').
-|-
-| "In Analysis" || The ''[[Glossary|change]]'' assessment and planning is ongoing.
-|-
-| "Implementation Approval Requested" || The ''[[Glossary|change]]'' approval request for implementation is submitted to the change authority.
-|-
-| "Approved" || The ''[[Glossary|change]]'' is approved for implementation.
-|-
-| "Not Approved" || The ''[[Glossary|change]]'' is not approved for implementation.
-|-
-| "In Progress" || The ''[[Glossary|change]]'' implementation is ongoing.
-|-
-| "Ready for Test" || The ''[[Glossary|change]]'' is ready for testing.
-|-
-| "In Test" || The ''[[Glossary|change]]'' testing is ongoing.
-|-
-| "Deployment Approval Requested" || The ''[[Glossary|change]]'' approval request for deployment is submitted to the change authority.
-|-
-| "Deployment Approved" || The ''[[Glossary|change]]'' is approved for deployment.
-|-
-| "Completed" || The ''[[Glossary|change]]'' is completed.
 |-
-| "Change Review" || The ''[[Glossary|change]]'' review is ongoing.
+| "Opened" || The ''[[glossary|deployment change]]'' has been recorded and requested.
 |-
-| "Cancelled" || The ''[[Glossary|change]] ''is not confirmed and, therefore, cancelled.
+| "Cancelled" || The ''[[glossary|deployment change]] ''is not confirmed and, therefore, cancelled.
 |-
-| "Suspended" || The ''[[Glossary|change]] ''execution is temporarily suspended. In this status ''[[Glossary|service levels]]'' calculation are suspended too.
+| "Closed" || The ''[[glossary|deployment change]]'' is completed and closed.
-|-
-| "Aborted" || The ''[[Glossary|change]]'' execution is aborted.
-|-
-| "Closed" || The ''[[Glossary|change]] ''closure has been confirmed.
 |}
@@ Riga 189: / Riga 78: @@
 |-
-| "Default" || "Opened" || Requesters ||See the ''[[Glossary|self service portal]]'' configuration previously described.
+| "Default" || "Opened" || Requesters ||
-|-
-| "Opened" || "Requested" || Requester, service manager. ||
 |-
-| "Opened" || "Cancelled" || Requester, service manager. ||
+| "Opened" || "Cancelled" || Requester, owner. deployment team manager ||
 |-
-| "Requested" || "Opened" || Requester, service manager.. ||
+| "Opened" || "Closed" || Requester, owner, deployment team manager. ||
-|-
-| "Requested" || "Cancelled" || Requester, service manager, chabge owner. ||
-|-
-| "Requested" || "In Analysis" || Service manager, change owner. ||
-|-
-| "Deployment Approved" || "Aborted" || Service manager, change owner. ||
-|-
-| "In Analysis" || "Requested" || Service manager, change owner. ||
-|-
-| "In Analysis" || "Approval Requested" || Service manager, change owner. ||
-|-
-| "In Analysis" || "Cancelled" || Service manager, change owner. ||
-|-
-| "Approval Requested" || "Approved" || Change authority. ||Depending on ''[[Glossary|change]]'' classification (see [[DChange Management|roles]] for more details).
-|-
-| "Approval Requested" || "Not Approved" || Change authority. ||Depending on ''[[Glossary|change]] ''classification (see [[DChange Management|roles]] for more details).
-|-
-| "Approval Requested" || "In Analysis" || Service manager, change owner. ||
-|-
-| "Not Approved" || "Cancelled" || Service manager, change owner. ||
-|-
-| "Approved" || "In Progress" || Service manager, change owner, technical team member. ||
-|-
-| "Approved" || "Suspended" || Service manager, change owner. ||
-|-
-| "Approved" || "Aborted" || Service manager, change owner. ||
-|-
-| "Suspended" || "In Progress" || Service manager, change owner. ||
-|-
-| "In progress" || "Suspended" || Service manager, change owner. ||
-|-
-| "In progress" || "Aborted" || Service manager, change owner. ||
-|-
-| "In progress" || "Ready for Test" || Service manager, change owner, technical team member ||
-|-
-| "In progress" || "In Test" || Service manager, change owner, technical team member. ||
-|-
-| "In progress" || "Deployment Approval Requested" || Service manager, change owner. ||
-|-
-| "In progress" || "Completed" || Service manager, change owner. ||Only for ''[[Glossary|changes]]'' with <u>Change Type</u> "Standard" or with Change Type "Normal" and <u>Change Category</u> "Minor".
-|-
-| "Ready for Test" || "In Test" || Service manager, change owner, technical team member. ||
-|-
-| "Ready for Test" || "Suspended" || Service manager, change owner. ||
-|-
-| "Ready for Test" || "Aborted" || Service manager, change owner. ||
-|-
-| "In Test" || "Deployment Approval Requested" || Service manager, change owner. ||
-|-
-| "In Test" || "Suspended" || Service manager, change owner. ||
-|-
-| "In Test" || "Aborted" || Service manager, change owner. ||
-|-
-| "Deployment Approval Requested" || "Deployment Approved" || Change authority. ||
-|-
-| "Deployment Approval Requested" || "Suspended" || Service manager, change owner. ||
-|-
-| "Deployment Approval Requested" || "Aborted" || Service manager, change owner. ||
-|-
-| "Deployment Approved" || "Completed" || Service manager, change owner. ||
-|-
-| "Completed" || "Change Review" || Service manager, change owner. ||
-|-
-| "Completed" || "Closed" || Service manager, change owner. ||Not allowed for ''[[Glossary|changes]]'' with <u>Change Type</u> "Emergency" and <u>Change Type</u> "Normal" and <u>Change Category</u> "Significant"
-|-
-| "Change review" || "Closed" || Service manager, change owner. ||
-|-
-| "Not Approved" || "In Analysis" || Service manager, change owner. ||
 |}
 === Related processes ===
-Several other ''[[Glossary|IT Service Management]]'' processes are related to the ''[[Glossary|change management]]'' one. Some basic interfaces are provided. The tab ''<u>Related Items</u>'' of the ''[[Glossary|change]]'' and, in particular, the sub tab <u>''Tickets''</u> of it allows to view all the existing relationships between the ''[[Glossary|change]]'' and other processes (managed through ''[[Glossary|tickets]]'').
+The key related process is ''[[Release and Deployment Management]]''. The tab ''<u>Related Items</u>'' of the ''[[glossary|deployment change]]'' and, in particular, the sub tab <u>''Tickets''</u> of it allows to view all the existing relationships between the ''[[glossary|deployment change]]'' and ''[[Release and Deployment Management]]''.
-==== Incident management ====
-It is possible to create a ''[[Glossary|change]]'' from the ''[[Incident Management#Problem management|incident management]]'' process or to relate an existing ''[[Glossary|change]]'' to an ''[[Glossary|incident]]'' and vice versa.The ''[[Glossary|change]]'' usually implements the resolution of an ''[[Glossary|incident]]''.
-==== Problem management ====
-It is possible to create a ''[[Glossary|change]] ''from the ''[[Incident Management#Problem management|problem management]] ''process or to relate an existing ''[[Glossary|change]] ''to a ''[[Glossary|problem]] ''and vice versa.The ''[[Glossary|change]] ''usually implements the resolution of a ''[[Glossary|problem]]''.
-==== Asset management and configuration management ====
-It is possible to relate ''[[Glossary|configuration items]]'' to a ''[[Glossary|change]]'' by using the tab ''<u>Related Items</u>'' and, in particular, the sub tab <u>''Configuration Items''</u>. The ''[[Glossary|ASM]]'' and/or [[Glossary|''CMS'']] ''[[Glossary|modules]]'' features are made available here (e.g. view of ''[[Glossary|configuration item]]'' details, ''[[Glossary|configuration exploration]]'' or ''[[Glossary|impact analysis]]'').
 ==== Release and deployment management ====
-A ''[[Glossary|release]]'' may include one or more ''[[Glossary|changes]].''  The relationship between a ''[[Glossary|release]]'' and and [[Glossary|change]] can be created from the ''[[Glossary|change]]'' but is is more frequently created working from the ''[[Glossary|release]]''. In any case, the relation from the ''[[Glossary|change]]'' can be created from the ''[[Glossary|tickets]]'' tab ''<u>Related Items</u> ''and, in particular, the sub tab ''<u>Configuration Items</u>'' by using the '''ADD EXISTING''' or '''SELF SERVICE''' commands. <nowiki/>
+A new ''[[glossary|deployment change]]'' can be initiated from a ''[[Glossary|release]]'' and updating the ''[[glossary|deployment change]]'' will provide a feedback to the [[glossary|''release'']] itself. <nowiki/>
 == Services ==
-Different ''[[Get started with itmSUITE®|services]]'' are configured for different ''[[Glossary|change]]'' domain areas as illustrated in the following table.
+The ''[[glossary|deployment changes]]'' are opened on the "Deployment Management" ''[[Get started with itmSUITE®|service]]''. The ''[[glossary|user]]'' "DeplManager" is the ''[[glossary|service manager]]'' of the "Deployment Management" ''[[glossary|service]]''.
-{| class="wikitable"
-! ''[[Glossary|Incidents]]'' domain areas !! ''[[Glossary|Service]]'' !! ''[[Glossary|Service manager]]''
-|-
-|Application management || Only one application, and the related ''[[Glossary|service]]'' ("itmCLOUD") is configured. || The ''[[Glossary|user]]'' "servicemanager" is configured as ''[[Glossary|service manager]]''.
-|-
-|Personal devices management || "Personal Device Management". || The ''[[Glossary|user]] ''"personalmanager" is configured as ''[[Glossary|service manager]]''.
-|-
-|Network management || "Network Management" || The ''[[Glossary|user]] ''"netmanager" is configured as ''[[Glossary|service manager]]''.
-|-
-|Server management || "Server Management" || The ''[[Glossary|user]] ''"servermanager" is configured as ''[[Glossary|service manager]]''.
-|}
 == Management information ==
-Many management information are available as fields in the ''[[Glossary|change]]'' management configured form. The following table illustrates the intended use of key information and its behaviour. '''<u>NOTE</u>''': information are available (visible) and can be modified according to a specific configuration which is meant to be suitable for the organizational roles involved in the process.
+Many management information are available as fields in the ''[[glossary|deployment change]]'' management configured form. The following table illustrates the intended use of key information and its behaviour. '''<u>NOTE</u>''': information are available (visible) and can be modified according to a specific configuration which is meant to be suitable for the organizational roles involved in the process.
 {| class="wikitable sortable"
@@ Riga 350: / Riga 104: @@
 |-
-| <u>''General Information''</u> || <u>Ticket Op Status</u> || To show the operational status of the ''[[Glossary|change]]'', see ''[[Glossary|workflow statuses]]'' in [[Incident Management#Process|Process]] section of this page. ||Status changes are performed by means of the '''Save&Next''' command.
+| <u>''General Information''</u> || <u>Ticket Op Status</u> || To show the operational status of the ''[[Glossary|deployment change]]'', see ''[[Glossary|workflow statuses]]'' in [[Incident Management#Process|Process]] section of this page. ||Status changes are performed by means of the '''Save&Next''' command.
 |-
-| ''<u>General Information</u>'' || <u>Request Name</u> ||  To show the ''[[Glossary|SRCS]]''[[Glossary| ''request'']] invoked
+| ''<u>General Information</u>'' || <u>Short Description</u> || To provide a short description of the ''[[Glossary|deployment change]]''. ||This mandatory field is automatically filled by the action creating the ''[[glossary|deployment change]]'' but can be edited.
-||
 |-
-| ''<u>General Information</u>'' || <u>Short Description</u> || To provide a short description of the ''[[Glossary|change]]''. ||Always visible.
+| <u>''General Information''</u> || <u>Requester</u> || To identify the name of the requester (who has requested the ''[[Glossary|deployment change]]''). ||This field is automatically set to the identification code of the source ''[[glossary|release]] ''by the action creating the ''[[glossary|deployment change]]''.
 |-
-| <u>''General Information''</u> || <u>Requester</u> || To identify the name of the requester (who has requested the ''[[Glossary|change]]''). ||A list is presented, influenced by.... TBC
+| <u>''General Information''</u> || <u>Creation Date</u> || To show the date and time the ''[[Glossary|deployment change]]'' was created. ||This information is automatically recorded and cannot be manually changed. See ''<u>History</u>'' tab for more detailed tracking information.
 |-
-| <u>''General Information''</u> || <u>Creation Date</u> || To show the date and time the ''[[Glossary|change]]'' was created. ||This information is automatically recorded and cannot be manually changed. See ''<u>History</u>'' tab for more detailed tracking information.
+| <u>''General Information''</u> || <u>Edit Date</u> || To show the date and time the ''[[Glossary|deployment change]] ''was last updated. ||This information is automatically recorded and cannot be manually changed. See ''<u>History</u> ''tab for more detailed tracking information.
 |-
-| <u>''General Information''</u> || <u>Edit Date</u> || To show the date and time the ''[[Glossary|change]] ''was last updated. ||This information is automatically recorded and cannot be manually changed. See ''<u>History</u> ''tab for more detailed tracking information.
+| <u>''General Information''</u> || <u>Creation User</u> || To show the ''[[Glossary|user]]'' who created the ''[[Glossary|deployment change]]''. ||This information is automatically recorded and cannot be manually changed. See ''<u>History</u> ''tab for more detailed tracking information.
 |-
-| <u>''General Information''</u> || <u>Creation User</u> || To show the ''[[Glossary|user]]'' who created the ''[[Glossary|change]]''. ||This information is automatically recorded and cannot be manually changed. See ''<u>History</u> ''tab for more detailed tracking information.
+| <u>''General Information''</u> || <u>Edit User</u> || To show the ''[[Glossary|user]]'' who updated the ''[[Glossary|deployment change]]'' last. ||This information is automatically recorded and cannot be manually changed. See ''<u>History</u> ''tab for more detailed tracking information.
 |-
-| <u>''General Information''</u> || <u>Edit User</u> || To show the ''[[Glossary|user]]'' who updated the ''[[Glossary|change]]'' last. ||This information is automatically recorded and cannot be manually changed. See ''<u>History</u> ''tab for more detailed tracking information.
+| <u>''Ticket Classification''</u> || <u>Project/Service</u> || To show the ''[[Glossary|service]]'' (or [[Glossary|''project'']]) to which the ''[[Glossary|deployment change]]'' is related. ||This is automatically set at open time and can't be modified.
-|-
-| <u>''Ticket Classification''</u> || <u>Project/Service</u> || To show the ''[[Glossary|service]]'' (or [[Glossary|''project'']]) to which the ''[[Glossary|change]]'' is related. ||This is automatically set at open time and can't be modified.
 |-
@@ Riga 381: / Riga 131: @@
 |-
-| ''<u>Ticket Classification</u>'' || <u>Chage Area</u> <u>Change Objective</u> <u>Change Type</u> <u>Change Categor</u>y
+| ''<u>Ticket Classification</u>'' || <u>Release Type</u>
-|| To set the ''[[Glossary|change]]'' key classification information.This is used for statistic reasons but the <u>Change Category</u> may also be configured to drive the ''[[Glossary|change]]'' authorization. ||<u>Change Area</u>, <u>Change Objective</u> and <u>Change Type</u> are independent fields. <u>Change Category</u> is available only if <u>Change Type</u> is set to "Normal": In such a case, its value is influenced by the ''[[Glossary|change]]'' assessment fields (see below). The classification information initially provided can be changed.
+|| To show the type of the ''[[glossary|release]]'' implemented by the ''[[Glossary|deployment change]]''. ||This field is automatically set to the <u>Release Type</u> of the source ''[[Glossary|release]] ''by the action creating the ''[[Glossary|deployment change]]''.
 |-
-| ''<u>Ticket Classification</u>'' || <u>Change Scope</u>
+| ''<u>Ticket Classification</u>'' || <u>Release Number</u>
-|| To set the ''[[Glossary|change]]'' scope.This is typically used for statistic reasons. ||The classification information initially provided can be changed.
+|| To set the ''[[Glossary|change]]'' scope.This is typically used for statistic reasons. ||This field is automatically set to the <u>Release Number</u> of the source ''[[Glossary|release]] ''by the action creating the ''[[Glossary|deployment change]]''.
 |-
-| ''<u>Ticket Classification</u>'' || <u>Service impact</u> <u>Capacity impact</u> <u>Security impact</u> <u>Cost estimation</u> <u>Performance impact</u>
+| ''<u>Ticket Classification</u>'' || <u>Target Environment</u>
-|| These fields are the ''[[Glossary|change]]'' assessment elements. The values given will influence the <u>Change Category</u> value. ||The classification information initially provided (number and content of fields) as well as the rules to influence the <u>Change Category</u> can be changed.
+|| To define the target environment for the deployment. ||This field is initially left blank. The target environment is mandatory and can be chosen from a drop list of enabled values (e.g. "Live", "Test", etc.).
 |-
-| <u>''Prioritisation & Planning''</u> || <u>Required Solution Date</u> || To provide the date of ''[[Glossary|change]]'' implementation required by the <u>Requester</u>. ||
+| <u>''Prioritisation & Planning''</u> || <u>Required Deployment Date</u> || To set the required execution date for the ''[[glossary|deployment change]]''. || This field (date & time) is mandatory and initially set empty.
 |-
-| <u>''Prioritisation & Planning''</u> || <u>User Priority</u> || To provide the priority given to the ''[[Glossary|change]]'' by the <u>Requester</u>. ||A four level scale is set but it can be changed.
+| <u>''Prioritisation & Planning''</u> || <u>Planned Deployment Date</u> || To communicate the planned execution date for the ''[[Glossary|deployment change]]''. ||This field (date & time)is mandatory and initially set to empty.
 |-
-| <u>''Prioritisation & Planning''</u> || <u>Forecasted Solution Date</u> || To provide the date of ''[[Glossary|change]] ''implementation forecasted. ||
+| <u>''Prioritisation & Planning''</u> || <u>Actual Deployment Date</u> || To communicate the actual execution date for the [[Glossary|''deployment change'']]. ||This field (date&time) is initially blank and can be edited. If empty, it is automatically set to the date and time of the transition to the "Closed" <u>Ticket Op Status</u>.
 |-
-| <u>''Prioritisation & Planning''</u> || <u>Forecasted Solution Date</u> || To set the forecasted resolution date and time for the ''[[Glossary|change]]''. ||
+| <u>''Ownership and Groups''</u> || <u>Supervising Team</u> || To show the supervising team. ||This field is automatically set to the <u>Supervising Team</u> of the source ''[[Glossary|release]] ''by the action creating the ''[[Glossary|deployment change]]''.
 |-
-| <u>''Ownership and Groups''</u> || <u>Master SG</u> || To define the supervising team. ||This is set by the service manager and mandatory from the <u>Ticket Op Status</u> "In Analysis".
+| <u>''Ownership and Groups''</u> || <u>Deployment Team</u> || To define the team to which the'' [[Glossary|deployment change]]'' is assigned for execution. ||This field is automatically set to the "[[glossary|''Deployment Team'']]" group by the ''[[glossary|action]]'' creating the ''[[glossary|deployment change]]''.
 |-
-| <u>''Ownership and Groups''</u> || <u>Solution Group</u> || To define the team to which the'' [[Glossary|change]]'' is assigned for analysis and/or implementation. ||This is set by the service manager and mandatory from the <u>Ticket Op Status </u>"Approval Requested".
+| <u>''Ownership and Groups''</u> || <u>Owner</u> || To define who is the ''[[Glossary|deployment change]]'' owner who should monitor the lifecycle of the ''[[Glossary|deployment change]]''. ||This field can be set by any member of the <u>Deployment Team</u>.
 |-
-| <u>''Ownership and Groups''</u> || <u>Owner</u> || To define who is the ''[[Glossary|change]]'' owner who should monitor the lifecycle of the ''[[Glossary|change]]''. ||This is set by the service manager and mandatory from the <u>Ticket Op Status</u> "In Analysis". He/she can be changed by the service manager and the <u>Owner</u> him/herseilf.
+| <u>''Ticket Details''</u> || <u>Details</u> || To provide a more detailed description of the ''[[Glossary|deployment change]]''. ||An auto tracking field is used enabling to view the ''[[Glossary|user]]'' who has updated.
 |-
-| <u>''Ticket Details''</u> || <u>Description</u> || To provide a more detailed description of the ''[[Glossary|change]]''. ||An auto tracking field is used enabling to view the ''[[Glossary|user]]'' who has updated.
+| <u>''Ticket Details''</u> || <u>Environment Parameters</u> || To provide detailed instructionsto execute the ''[[Glossary|deployment change]]''. ||An auto tracking field is used enabling to view the ''[[Glossary|user]] ''who has updated.
-|-
-| <u>''Ticket Details''</u> || <u>Analysis</u> || To provide a detailed analysis of the assessment of the ''[[Glossary|change]]''. ||An auto tracking field is used enabling to view the ''[[Glossary|user]] ''who has updated.
-|-
-| <u>''Ticket Details''</u> || <u>Solution</u> || To describe the required implementation for the ''[[Glossary|change]]''. ||An auto tracking field is used enabling to view the ''[[Glossary|user]] ''who has updated.
 |-
@@ Riga 427: / Riga 171: @@
 |}
-Fields can be mandatory to save the ''[[Glossary|change]]'' in some [[Glossary|''workflow statuses'']]. These fields are highlighted with a red asterisk.
+Fields can be mandatory to save the ''[[Glossary|deployment change]]'' in some [[Glossary|''workflow statuses'']]. These fields are highlighted with a red asterisk.
 == Views ==
@@ Riga 433: / Riga 177: @@
 {| class="wikitable"
-! View !! Content !! Requester !! Change owner !! Technical team !! Service manager !! Change authority
+! View !! Content !! Deployment Change Owner !! Release owner !! Deployment team !! Release Team !! Supervising Team
 |-
-| Changes completed || ''[[Glossary|Changes]]'' in statuses "Completed", "In Review".  || X ||  || || ||
+| Deployment changes opened || ''[[Glossary|Deployment changes]] ''in status "Opened"''.''  ||  X
+||  X || X
+|| X
+||X
 |-
-| Changes requested || ''[[Glossary|Changes]]'' in status "Requested".  ||  ||
+| Deployment changes routed to my team || ''[[Glossary|Deployment changes]]'' in status "Opened", where <u>Deployment Team</u> is the ''[[Glossary|group]]'' to which the logged ''[[Glossary|resource]]'' belongs.    ||  || || X || ||
-|| ||X ||
 |-
-| Changes owned || ''[[Glossary|Changes]] ''in all the statuses but "Opened", "Cancelled", "Aborted", "Closed" where <u>Owner</u> is the logged ''[[Glossary|resource]].''  ||  ||  X || || ||
+| Deployment changes assigned to me || ''[[Glossary|Deployment changes]]'' in status "Opened" where the <u>Ticket Worker</u> is the logged ''[[Glossary|resource]]''.    ||  ||
-|-
-| Changes routed to my team || ''[[Glossary|Changes]]'' in all the statuses but "Opened", "Cancelled", "Aborted", "Closed" where <u>Solution Group</u> is the ''[[Glossary|solution group]]'' to which the logged ''[[Glossary|resource]]'' belongs to.    ||  || || X || ||
-|-
-| Changes assigned to me || ''[[Glossary|Changes]]'' in all the statuses but "Opened", "Cancelled", "Aborted", "Closed" where the <u>Ticket Worker</u> is the logged ''[[Glossary|resource]]''.    ||  ||
 || X || ||
 |-
-| Changes suspended || ''[[Glossary|Changes]]'' in status "Suspended".    ||  || X
+| Deployment changes owned || ''[[Glossary|Deployment changes]]'' in status "Opened" where the <u>Owner</u> is the logged ''[[Glossary|resource]]''.    ||  X
-||  ||X ||
+||
+||  || ||
-|-
-| Changes to review || ''[[Glossary|Changes]]'' in status "Completed" where <u>Change Type</u> is "Emergency" or where <u>Change Type</u> is "Normal" and <u>Change Category</u>" Significant".    ||  || X
-||  ||X ||
-|-
-| Changes to authorize for implementation || ''[[Glossary|Changes]]'' in status "Implementation Approval Requested".    ||  ||  ||  || ||X
-|-
-| Changes to authorize for deployment || ''[[Glossary|Changes]]'' in status "Deployment Approval Requested".    ||  ||
-||  || ||X
-|-
-| Changes evaluated by Change Authority || ''[[Glossary|Changes]]'' in status "Approved" or "Not Approved".    ||  || X
-||  || X
-||
-|-
-| Changes approved for deployment || ''[[Glossary|Changes]]'' in status "Deployment Approved".    ||  || X
-||  || X
-||
 |}
-Additionally, the following ''[[Glossary|views]]'' are made available in the '''''Change''''' menu for all the organizational roles:
+Additionally, the following ''[[Glossary|views]]'' are made available in the '''''Deployment''''' menu for all the organizational roles:
 {| class="wikitable"
@@ Riga 486: / Riga 205: @@
 |-
-| Changes active || ''[[Glossary|Changes]] ''in all the statuses but "Cancelled", "Aborted", "Suspended", "Closed"
+| Deployment changes active || ''[[Glossary|Deployment changes]] ''in status "Opened"
 |-
-| Changes suspended || ''[[Glossary|Changes]]'' in status "Suspended
+| Deployment changes closed || ''[[Glossary|Deployment changes]]'' in status "Closed"
 |-
-| Changes closed || ''[[Glossary|Changes]]'' in status "Closed"
+| Deployment changes cancelled || ''[[Glossary|Deployment changes]]'' in status "Cancelled"
-|-
-| Changes cancelled || ''[[Glossary|Changes]]'' in status "Cancelled"
 |}
@@ Riga 505: / Riga 221: @@
 |-
-|A ''[[Glossary|change]] ''is requested || Service manager || Alert that there is a ''[[Glossary|change]]'' to manage.
+|A ''[[Glossary|deployment change]] ''is opened || Deployment team || Alert that there is a ''[[Glossary|deployment change]]'' to manage.
-|-
-|A ''[[Glossary|change]] ''is assigned a owner || Change owner || Alert that the ''[[Glossary|change]]'' was assigned to him/her.
-|-
-|A ''[[Glossary|solution group]] ''is assigned or changed for the ''[[Glossary|change]]'' || ''[[Glossary|Solution group manager]]'' || Alert that there are resource(s) to allocate to manage the ''[[Glossary|change]]''.
-|-
-|A ''[[Glossary|change]] ''review shall be executed (the ''[[Glossary|change]]'' is in ''[[Glossary|workflow status]]'' "Change Review") || Change owner, service manager || Alert that a ''[[Glossary|change]]'' review is to be done.
 |-
-|A ''[[Glossary|change]] ''is completed || The ''[[Glossary|change]] ''creator, the requester || Alert that the ''[[Glossary|change]] ''is implemented.
+|A ''[[Glossary|deployment change]] ''is assigned a owner || ''[[glossary|Deployment change]]'' owner || Alert that the ''[[Glossary|deployment change]]'' was assigned to him/her.
 |-
@@ Riga 523: / Riga 230: @@
 |-
-|A ''[[Glossary|change]] ''is suspended || The ''[[Glossary|change]] ''creator, the requester, the service manager, the change owner || Alert that the ''[[Glossary|change]] ''is suspended.
+|A ''[[Glossary|deployment change ]]''is closed || The ''[[Glossary|deployment change]] ''owner, the ''[[glossary|release]]'' owner, the deployment team, the release team, the supervising team || Alert that the ''[[Glossary|deployment change]]'' has been closed.
-|-
-|An ''[[Glossary|change ]]''is closed || The ''[[Glossary|change]] ''creator, the requester, the service manager, the change owner || Alert that the ''[[Glossary|change]]'' has been closed.
 |-
-|A ''[[Glossary|change]] ''is cancelled || The ''[[Glossary|change]] ''creator, the requester, the service manager, the change owner || Alert that the ''[[Glossary|change]]'' has been cancelled.
+|A ''[[Glossary|deployment change]] ''is cancelled || The ''[[Glossary|deployment change]] ''owner, the ''[[glossary|release]] ''owner, the deployment team, the release team, the supervising team || Alert that the ''[[Glossary|deployment hange]]'' has been cancelled.
-|-
-|A ''[[Glossary|change]] ''implementation approval has been requested || Change authority || Alert that a ''[[Glossary|change]]'' implementation request has to be examined.
-|-
-|A ''[[Glossary|change]] ''implementation approval request has been examined || Change owner, service manager || Alert that the change authority has given a feedback on a ''[[Glossary|change]]'' implementation request.
-|-
-|A ''[[Glossary|change]] ''deployment approval has been requested || Change authority || Alert that a ''[[Glossary|change]]'' deployment request has to be examined.
-|-
-|A ''[[Glossary|change]] ''deployment approval request has been examined || Change owner, service manager || Alert that the change authority has given a feedback on a ''[[Glossary|change]]'' deployment request.
 |}
 == Reporting ==
-A set of standard reports are made available for the ''[[Glossary|change management]]'' process. It is not required to have the [[Glossary|REP]] ''[[Glossary|module]]'' to use them, however the [[Glossary|''module'']] is required if new or changed reports are needed. The available reports are placed under '''''Change/Reporting''''' menu.
+A set of standard reports are made available for the ''[[Glossary|deployment change management]]'' process. It is not required to have the [[Glossary|REP]] ''[[Glossary|module]]'' to use them, however the [[Glossary|''module'']] is required if new or changed reports are needed. The available reports are placed under '''''Deployment/Reporting''''' menu.
 The following table lists the reports available by default and their visibility:
@@ Riga 554: / Riga 246: @@
 |-
-|Change per category - trend || An histogram showing the ''[[Glossary|change]]'' volumes per category monthly trend. || Service managers and technical team members.
+|Deployment change - trend || An histogram showing the ''[[Glossary|Deployment change]] ''volumes monthly trend. || Deployment team, release team and supervising team.
-|-
-|Change per category - volume || A pie containing the split of ''[[Glossary|changes]]'' per category. || Service managers and technical team members.
-|-
-|Change per service - trend || An histogram showing the ''[[Glossary|change]] ''volumes per ''[[Glossary|service]]'' monthly trend. || Service managers and technical team members.
-|-
-|Change per service - volume || A pie containing the split of ''[[Glossary|changes]] ''per ''[[Glossary|service]]''. || Service managers and technical team members.
-|-
-|Change per service/category - volume || An histogram showing the ''[[Glossary|changes]]'' volume per ''[[Glossary|service]]'' and category. || Service managers and technical team members.
-|-
-|Change - analysis time || A pie showing the percentage of ''[[Glossary|changes]] ''respecting the target defined for the "Analysis time"* ''[[Glossary|objective]]'' (the time elapsed from the "Requested" to the "In Analysis" ''[[Glossary|workflow status]]''. || Service managers and technical team members.
 |}
 <nowiki>*</nowiki> "Analysis time" is defined within the ''[[Glossary|OCE]]'' ''[[Glossary|module]]''.
-A basic form of reporting is also provided by ''[[Glossary|views]]. ''Views basically allow to list ''[[Glossary|changes]]'' and their attributes but may also be configured to calculates sums, averages on some of them.'' ''The available ''[[Glossary|views]]'' are illustrated in the dedicated [[Incident Management#Views|section]] of this page.
+A basic form of reporting is also provided by ''[[Glossary|views]]. ''Views basically allow to list ''[[Glossary|deployment changes]]'' and their attributes but may also be configured to calculates sums, averages on some of them.'' ''The available ''[[Glossary|views]]'' are illustrated in the dedicated [[Incident Management#Views|section]] of this page.[[Incident Management|<nowiki/>]]<nowiki/>
-== Examples of use ==
-In this section some examples of use of the configured'' [[Glossary|change management]]'' process are given.
-If you get lost, any time use the '''EXPLORE WORKFLOW''' command of the ''[[Glossary|change]]'' management form. This enables to view the status of the ''[[Glossary|workflow]]'' as shown in the figure below. By clicking on a relationship between ''[[Glossary|workflow statuses]]'', ''[[Glossary|roles]]'' and ''[[Glossary|users]]'' enabled to perform it are presented.
-[[File:Explore Workflow IM v1.0.JPG|centre|thumb|848x848px|Explore Workflow window]]
-'''<u>NOTE</u>''': the '''EXPLORE WORKFLOW '''command is available only if the ''[[Glossary|ticket]]'' is first saved.
-For more information on how to use any workflows, including incident management, please refer to the [[workflow execution guide]].
-=== Create and request a new ''[[Glossary|change]] ''as a final user ===
-# Login as "finaluser" ''[[Glossary|user]]''
-#  Activate the '''''Self Service''''' menu
-#  Choose a ''[[Glossary|self service topic]]'', ''[[Glossary|self service category]]'' and finally "Change" as ''[[Glossary|self service request]] ''(this determines the creation of a new ''[[Glossary|change]]'')
-#  Fill the ''[[Glossary|change]]'' form, at least with mandatory fields, and save with the '''SAVE''' command (the ''[[Glossary|change]]'' is now in ''[[Glossary|workflow status]]'' "Opened")
-# Set the ''[[Glossary|change]]'' in ''[[Glossary|workflow status]]'' "Requested" with the '''SAVE & NEXT''' command
-You have now saved the ''[[Glossary|change]]'', take note of the ''[[Glossary|ticket]]'' number for further reference and use.
-=== Assign a ''[[Glossary|change]]'' for analysis as a service manager ===
-#Login as "servicemanager"
-# Open the the desired ''[[Glossary|change]]''; you can do it quickly either by
-#* Access the "Changes Requested" ''[[Glossary|view]]'' in the ''<u>Tickets</u>'' area of the home page and pick a ''[[Glossary|change]] ''
-#* Access the '''''Change/Changes active '''''menu and pick a ''[[Glossary|chanve]] ''in'' [[Glossary|workflow status]] ''"Requested"'' ''among those listed
-#* Insert the reference number of a ''[[Glossary|change]]'' in ''[[Glossary|workflow status]]'' "Requested" in '''Quick Search''', after selecting the ''[[Glossary|search context]]'' "Ticket"
-# Assign the key roles
-#* Fill the ''[[Glossary|change]] ''form with <u>Owner</u>, <u>Solution Group</u> and, may be, <u>Master Solution Group</u>, <u>Ticket Worker</u>,
-#*  Pressing the '''SAVE & NEXT''' command, choose the "1. Assign ticket" ''[[Glossary|workflow transition]] ''
-The ''[[Glossary|change]]'' is now in ''[[Glossary|workflow status]]'' "In Analysis".[[Incident Management|<nowiki/>]]<nowiki/>