SummitAI Service Management Help

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The changes can be of three types. The approval process takes place based on the selected Change Type (see: Configuring Change Types).

Normal

In the Normal Changes, the Authorizer and the CAB members must approve the CR to implement the change. If any of the CAB members reject or object, the change based on the impact of cost, time, or any other reason, the CR cannot be implemented. Only after all the approvals from the CAB members, a change is moved to the implementation stage.

Standard

Standard Changes are low-risk, pre-authorized changes, such as installing additional hardware on a client PC or installation of Operating System patches. For Standard Change, the CAB approval is not required. After authorization, the CR can be pushed for implementation. If the Change Type is selected as Standard for a Change Record under the APPROVAL tab, you will not see any CAB approval section.

Emergency

Emergency Changes are changes that must be introduced as soon as possible, for example, to resolve a Major Incident or to implement a security patch. For Emergency Changes, CR Authorization is mandatory. CAB Approval is optional after authorization and mandatory before closing the CR. In many of the cases, a verbal or e-mail approval is taken from the CAB members. A CR can be implemented, but cannot be closed until the CAB members approve it (after the CAB meeting). In case, any of the CAB members reject the CR, the change is reverted.

Expedited

For Expedited Change, the CAB approval is not required. After authorization, the CR can be pushed for implementation. If Change Type is selected as Expedited then Reason for Expedited Change field will be displayed. Reason for Expedited Change field can be mandatory or non-mandatory based on the configuration done on FIELD MAPPING page (Change > Configurations > FIELD MAPPING).

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