Jira System for Change Management

This guide is to assist change requesters in creating and submitting all information related to
a change

1. Accessing the Portal and Change Form

1.1. Click on Link https://lla.atlassian.net/servicedesk/customer/portal/5
1.2. The webpage that opens, select “Change Form”

Click on Change Form

1.3. Fill out all details related to the change and send to the appropriate queue. (details below in
Appendix 1 for filling out the form)
2. Editing a Change
2.1. If there are updated to form required, the requester will receive communication from the
change team, they will have to return to the portal and Edit the change. Select the edit button
to allow updating of the change. When completed, click Submit to return to the change team.

Select Edit to update or change details on the

form

Select Submit to return the form to the change

management team for processing

2.2. When the change has been scheduled, the requester will receive an email to respond to at the
start and end of the deployment.
3. Post Implementation Check list – The executor/ requester must complete and submit this form to
the change team via the portal
Appendix 1 – Filling out the Change Form

Paste in the Epic URL created according to the

IT Demand Process

Select IT-Change Request from the options

The title of the change e.g. Software upgrade

for X application

Enter start and end dates and Time Zone of

the change

the amount of time that the service/ application would be

unavailable during the change

Operating Company that is going to process

the change. This determines what queue the
change goes to

The countries that are involved in the change

the location in the respective BU where the

change will be performed e.g. Pembroke
Street Datacenter

The project manager or technical lead of

the change

Email addresses of anyone that needs to be

part of the change
 Select appropriate type of change e.g. Normal
(minor), Major, Emergency, Urgent

Summary of what the change is being done for

Enter appropriate reason e.g. incident

number, project name etc

Select appropriate rating based on the change

from high to low

Select appropriate rating based on the change

from high to low

Enter all risks associated with the change, if no

risks are there then enter N/A

If the number of risks are more that 5,

additional risks can be listed here

List the application or system that is under the

change and also what services will be
impacted
 Select the appropriate impact if there is any
with the change. And enter the way that the
selected group would be impacted

List all alarms that may be triggered when

the change is being performed on the
specific application/ system. This is for the
monitoring teams to know what is part of
the change or needs separate escalation. If
none please put N/A

What is the impact to the operations of the

this change. If not please put N/A

All persons involved in executing the change

are to be listed with full contact details

List any additional persons if they exceed the

number of available slots in previous section

All persons involved in performing post testing

the change are to be listed with full contact
details
 All internal escalation for the persons who are
executing the change

All internal escalation for the vendors who are

executing the change

All tasks that are to be done before the change

is executed to ensure the environment /
application is ok to perform the change

All tasks that are to be done after the change

is executed to ensure that the application and
services have returned to stability

Select appropriate check box if multiple teams

are required to perform the change or testing
 The detail timeline of activities involved in
performing the change is to be selected along
with the estimated time each task will take.
(NOTE: to see the time, use the TAB keyboard
button or go to the bottom of the timeline
section for the horizontal scroll bar

The details of what is involved in the rollback

process (NOTE: to see additional fields for
each row, use the TAB keyboard button or go
to the bottom of the timeline section for the
horizontal scroll bar

Press send when completed or cancel to abort

creating the change.