Cheat Sheet for Creating RFC on ISM

CHANGE Tab

 Owner Group : V-CEX-AT&T-WAN

o Our Group in ISM
 Owner Name: Jose Tamariz Rodriguez
o Name of the person who is creating the RFC, this name is ligated to the group selected
above.

Change Details Section

 Summary: Add the Next Devices to the AT&T Administration

o Short Description of the Activity
 Detail: Add the next devices to the AT&T Administration. Please refer to the device list included
in the attached MDS File.
o Detailed activity description, in which we can include the Equipment name, IP Address,
etc., in this case there are more than one device, so we refer to the MDS to check them.
 Verification Plan: Devices on Managed List CMDB
o How can we ensure that the Change was applied successfully?
 Remediation Plan: N/A ( In case of Adding/Removing Devices, since is an administrative task,
there is no Remediation Plan )
o What must we do in case the change is not successful, Roll-Back Plan.
 Impact: 5 ( Planning)
o Depends on the type of change, this is an admin task so impact is 5.
 Urgency: 5 (Planning)
o Depends on the type of change, this is an admin task so impact is 5.
 Failure Probability: Low, 3
o Depends on the type of change, this is an admin task, so we put the lowest value, in this
case is 3.
 Change Type: Normal
o Never not use BAU
 Change Category: Minor
o Depends on the type of change
 Reason for Change: Device needs to be added to ATT Administration / Monitoring Tools.
o Justification about why the change is needed
 Effect of Not Implementing: Unable to Monitor Device, Affect Production Duties on Customer.
o What will happen if the change is not implemented
 Pretest Details: N/A
o Activities that need to be done before the change starts
  Customer: CEX-00
o Refers to Cemex, this is the only customer.
 Classification: 81505402
o Class Description: Enterprise Change \ Network \ NW-WAN
 Auto filled when Classification is Selected
o Classification Path: 81500000 \ 81505400 \ 81505402
 Auto filled when classification is selected

Primary Target Section

 Service: DE-CEX
o This is the Country Group involved in the change, Ex. Deutschland (Germany)
 Service Group: EURO-CEX
o it is automatically filled when we select the Service: This is the Regional Group involved in the
change

 Regional Groups we can choose from:

Configuration Item when Adding New Devices

 Configuration ITEM: CEMEX-BUSIAPP-TEST1

 Is the main focus of this Change Request, the device in which the change will be executed
when Adding New Devices (not found in ISM DB) we have to use CEMEX-BUSIAPP-TEST1
as a Configuration ITEM.
 If we don’t put a configuration Item, the Outage Field is not going to be activated and the
Change will be rejected.

Configuration Item when the Change is on Existing Devices

 For the CONFIGURATION ITEM we have 2 ways of searching the device, via the CI or Via the
Serial Number.
o 1. With the Configuration ITEM Name : Ex. MXOMTYSWT44
 We click on the Green Arrow, and then we go to Configuration Items

 Then we put the CI name of the device, and press Enter,

 If the device is under ATT administration it must be shown, then we select it and
press Return with Value ( on the right upper corner )
  The Configuration Item and configuration ITEM name must be filled with the
one we selected on the step above.
 The ASSET ID and the serial number also must be filled automatically.

o 2. With the Serial Number of the CI : Ex. TSC065000C3

 If the CI doesn’t appear on the system, (most of the times is because there is a
mismatch in the name) we still have another chance of getting the device into
the ISM change, and this is using the Serial Number.
 Once we have gotten the Serial #, in the ASSET Field, We click on the Green
Arrow, and then we click “Go to Assets”

 Then we introduce the serial number to get the Asset ID, this field is directly
bonded to the configuration item.
 We click on RETURN WITH VALUE on the upper right corner.
  Information of configuration Item, name, Asset ID and Serial number must be
correctly filled.

 OUTAGE: None / Offline

o We must specify this value so that the CH gets processed, if the field is not selected the RFC is
going to be rejected.
o Offline: When Adding a Device, since it’s an admin task, it’s OK to put Offline.
o None: This is used when the change doesn’t involve any outage during the change. Ex. Change
port VLAN.

Requester information Section

 Phone: (52) 81 83283078

o Complete the Contact Information with the Number
 Name: Jose Tamariz
o Name of the Contact / Requester, Automatically Filled.
 ASSESMENTS Tab

 Risk: 5
o In this Example since we are Adding a New Equipment, the risk is the lowest, 5
 Impact: 4
o Impact is Low(4)
 Failure Probability: 3
o Failure Probability is Low (3)

Technical Assessments Section

o Owner Group: V-CEX-AT&T-WAN

o Impact: 4
o Type: Network
 We must be involved in the Technical Assessment of the change, so we put our group for
technical Info approval and verification.

Business Assessments Section

o Owner Group: I-CEX-MX-IT-CHM

o Impact: 3
o Type: Operational
 IBM Change Management Group Must be involved in the Approval of the Change.

 At the end we must see something like this:

 AUTHORIZATION Tab

Approvers for Change Section:

 We must include the following groups, description is Automatically Filled.

 First we must press New Row and then and then go to Approval Group, and select the following:

 Name: I-CEX-MX-IT-COMM-CAB
o Description: MX IT Communications CAB
 Name: V-CEX-AT&T-WAN
o Description: AT&T WAN Team
 Name: I-CEX-GLOBAL-IT-CNM
o Description: GLOBAL IT Config. Mgmt
o Only Used when Adding or Removing Devices from ATT Administration.
 Name: I-CEX-DE-IT-CAB (Ex. Deutschland )
o Description: Region IT Change Mgmt CAB
o Depends on the Region

 At the end in the Approvers for Change Section we must see something like:
We have special Cases for México and Colombia, in which the changes must be approved by Cemex, Gerardo
Tejeda in México and Luis Acosta in Colombia.

In this cases we doesn’t include a regional IT Mgmt Group.

 México
o Description: MX Cemex IT Service Delivery
o Approver ID: CEX-MX169785
 Approver Name: Gerardo Tejeda

 Colombia
o Description:: CO Cemex IT Service Delivery
o Approver ID: CEX-CO1409304
 Approver Name: Luis Alberto Acosta Guerrero

 At the end in the Approvers for Change, Ex. México, we must see something like:

Schedule Approvers for Change Section:

We must include the following groups and Specify the Type, the description is Automatically Filled.

 Name: C-CEX-GLOBAL.IT-CXCHM-CAB
o Description: Global IT CEMEX Change Mgmt CAB
o Type: ScheduleConflict

 Name: I-CEX-MX-IT-CHM
o Description: Change Mgmt IBM Team
o Type: ScheduleConflict

 At the end in the Schedule Approvers, we must see something like:

 SCHEDULE Tab

Schedule Dates Section

We must fill the dates of the change to be executed, in the MDS we must have these Dates + 1 Hour.

Target Start: 1/16/16 19:00:00 Scheduled Start: 1/16/16 19:00:00

Target Finish: 1/16/16 23:00:00 Scheduled Finish: 1/16/16 23:00:00

o Estimated Duration: 4:00

When There is no Impact, the Target Start and Target Finish is the same:

Target Start: 1/16/16 19:00:00 Scheduled Start: 1/16/16 19:00:00

Target Finish: 1/16/16 19:00:00 Scheduled Finish: 1/16/16 23:00:00

Task for Change Section

 We must click on New Task

 Summary: Please add the devices included in the attached MDS File to the AT&T Administration
( take over )
 Owner Group:
o If it is a configuration on a Device we must assign the Task to Us:
 Owner Group: V-CEX-AT&T-WAN
 Description: Please execute the Script included on the Attached MDS.
o If the activity is ADDING / REMOVING a device from ATT Administration:
 Owner Group: I-CEX-GLOBAL-IT-CNM
 Description: Please Configure the devices included in the attached MDS

At the end, ex. For configuring devices we must see something like:
 MDS

We have to Attach the MDS created for the Activity, for that we go to:

We click on Add New File, and the only type of file we can attach is .xls, so we have to convert
the MDS Macro File to a XLS file in order for the ISM to accept the file.

 So that The RFC can be Send, we must click on the following Icon to generate it
 Then we go to Workflow Assignments, we have to click and approve each of the tasks involved
with WAN group so that the RFC reach the Change Management Group. ( Thunder Icon)