Change

Management
Problem Management
Review
NIW to ITSM
Open the ITSM WEB LINK
https://nextgentm.sdt.ericsson.net/arsys

SIGNUM/ ISIGNUM

PASSWORD

SYMANTEC SECURE CODE

ERICSSON – EMPLOYEE
INDOSAT/VENDOR - EXTERNAL
ITSM HOME PAGE
CHANGE MANAGEMENT CONSOLE
CHANGE MANAGER USER INTERFAC
HOW TO CREATE A NEW CR
NEW CR CREATION FIELDS
CHANGE ID -The reference number which is generated as change is created

Coordinator group- This group is for execution team. E.g Activity execution by
BO BSS

Change Coordinator SME/Team member of the Execution team

Service – There is no need to fill this section

Template – This need to selected as per impact of the Change. Just click on

Summary – Subject Line format need to be adhered with NIW

Notes – A set of questionnaire will come as per the template selected above
NEW CR CREATION FIELDS- Templates
Templates
Just click on the option at the template section and a

new window will POP up.

Select the respective change template and click on ‘Select’.

Summary section must be prior updated.

Set of questions will come in the notes section and change

requestor has to give answers in the notes sections itself.

Answers must be noted below the respective questions

 NEW CR CREATION FIELDS- Templates

Normal Change Template questionnaire

Requestor need to answer all the questions mentioned in the template.
Answers must be noted below the respective questions
 SUBJECT LINE FORMAT
Subject Nomenclature format in NIW for Projects

Below the nomenclature which has been applied in Implementation/Project activity :

[Vendor_Name][Regional][Equipment_Type][Project_Name][PO Number][Category] [Title Activity] [Activity
Date] – NE Name

Equipment Type :
Vendor :
RAN / BSS
HUAWEI
CME
EID
CS_CELLULAR_CORE
NOKIA
IP MPLS

Summary – The change title details need to be added here. The nomenclature format should be same as in NIW
CHANGE CREATION
• Changes submitted as per Lead timelines will come under “Normal” class
– A Normal Change refers to an Operational Change that must follow the
complete Indosat Change Management Process, including review, planning, and
approvals

• Changes which breach the Lead timelines will come under “Expedited” class
– An Expedited Change refers to any Normal Change that needs fast-tracking as it
needs to be implemented due to business critcality

• Target date- Date on which activity is planned for execution

• Changes are classified on the selection of IMPACT + URGENCY

• Impact signifies the downtime/interrution due to the activity

• ** Please do not consider Priority parameters. This is BY DEFAULT

“4- LOW”
 Selection of Class – Impact – Urgency

ITSM Lead Time and Criteria

Class Impact Urgency Criteria Lead Time

Activity with downtime (Impact on Corporate Customer)

Extensive Critical D-10
(Similar as – High Impact NIW corporate customer)

Activity with Downtime D-3

Significance High
(Similar as – High Impact NIW without corporate customer) (72 Hours time difference)
Normal

NSA or Low Impact in normal case and downtime in worst case D-1
Moderate Medium
(Similar as – Low Impact NIW) (24 Hours time difference)

NSA in normal & worst case D-1

Minor Low
( Similar as - No Impact NIW) (24 Hours time difference)
CHANGE CREATION
• Risk Level

• Risk level 1 will be shown as by default

• It is mandatory to update the risk level by clicking on

• As we click on above mentioned symbol , window pop up to

update the risk level. These are the risk assesment qiestions
CHANGE CREATION
• Risk Assessment Questions

• Q1- Does this change need to be done during business hours ?

Yes/ No

• Q2- Can this change be rolled back easily ?

Yes/ No
CHANGE CREATION
• Status
Draft:- This is the primary stage of the change. In this stage
complete change details must be filled in the tool.

• Status Reason :- Leave this section “Blank” while creating a

change

• Manager Group :- Select this one as Change Management

• Change manager:- Select any of the Change Manager coming in

drop down option. Change can be dealt by anyone from Change
Management team irrespective of the name mentioned in the
‘Change Manager’ section

• Vendor Group:- Leave this section “Blank” while creating a

change

• Vendor Ticket Number:- Leave this section “Blank” while creating

a change
CHANGE CREATION
• Work Details

– Notes - Comments can be added related with a change in

the notes section.
We have to click on the open space in notes section, add
the details and click on add tab

– Attachments related with a change can also be added.

– Click on the attachment section , browse the file from
your computer and add it
CHANGE CREATION
• Work Details

Back out Plan - Roll Back Plan details / attachment must be

added while change creation

Install Plan- Install Plan details / attachment must be added

while change creation

This can be done by clicking on Work Info type

and selecting the option and click on

CHANGE CREATION
• Categorization

Change Location Company

This should be always Indosat-OF-ID

Operational Categorization

Tier 1+ This should always be “Network”

Tier 2 This is the technical domain related with the change

Tier 3 This is the category related with submission team.

Service Affecting
This should be Yes/No
CHANGE CREATION
• Categorization

Operational Categorization

Tier 1+ This should always be “Network”

CHANGE CREATION
• Categorization

Operational Categorization
Tier 2 This is the domain related with the
activity
Domain
IPMPLS
GPON
TRANSMISSION
BSS
CS_Fixed_Core
CS_Cellular_Core
I-NOC Tools
OSS
PS_Core
CME
CHANGE CREATION
• Categorization

Operational Categorization
Tier 3 This is related with the team planning the activity

Parameter Change Requestor

Config Back office
FNI Project
IMPLEMENTION PROJECT Project
MAINTENANCE Back office
OPTIMIZATION Optimization
TRAIL Back office
CHANGE CREATION
• Relationship

CI addition is required while submitting a new change

Click on the search drop down option

Select the Configuration item and enter the CI name in the search
option and click on
CHANGE CREATION
• Relationship
CI Advance Search

Enter the CI name and search the CI

Results will appear in below table. Select the CI and

relate it with the change

Post CI addition, close the window

CHANGE CREATION
• Relationship
CI Advance Search

Enter the CI name and search the CI

Results will appear in below table. Select the CI and

relate it with the change

Post CI addition, close the window

 CHANGE CREATION

• Relationship
• Bulk CI Upload- Please add the CI details in the attached excel file and upload the same from ‘Work Detail ‘
section.
CI LOAD
• Click on ‘More Details’ >> Work Info Type >> Relate CI >> Add >> Save TEMPLATE
CHANGE CREATION
• Relationship
Establishing a Change Relation
with Another Change

1. Go To the Relation TAB

2. Search option- Select
Infrastructure Change
3. Click on Search button
4. Another window pop up
5. Click on Advance Search
6. Enter the change ID in the
change number and select it.
7. Relate the Change

** It a very important feature

which we will use in relating
similar type of changes
CHANGE CREATION
• Date/System

Scheduled Start Date+

This is the start date-time of the activity

Scheduled End Date+

This is the start date-time of the activity

Actual Start Date+

This is the actual start date-time when the activity is started. This
need be filled when change is completed

Actual End Date+

This is the actual start date-time when the activity is started. This
need be filled when change is completed

Requested Start Date+ This is same as Scheduled Start Date +

Requested End Date+ This is same as Scheduled End Date +

 CHANGE CREATION

Addition of ‘Impacted Area’

• Impacted area is the region where change activity is planned

• Click on Impacted Areas section
• A new window will pop up
• Select the company as Indosat-OF-ID
• Click on region and select the region
• Add the region
COLLISION CHECK
Collision Check

1. When a change is saved in ‘Draft State’ after filling all

the details in the ITSM, “Collision Detection” option
appears.

2. Click on the Collision Detection and it will show other

change which is related with the same CI and during the
same time.
COLLISION CHECK
Collision Check

1. When change submitter click on ‘Collision Detection’, a

new window will pop up which will show the change
and related CI which is same in 2 changes.

2. Change submitter need to ensure that there is no

clash/impact of the change activities where, same CI is
related.
COLLISION CHECK
IF a collision is detected

1. When change submitter click on ‘Collision Detection’

and there is a collision, that will be shown in the
window.

2. The collided CI, related change will be shown in the

window.
COLLISION CHECK
IF a collision is detected

1. When there is a collision , the submitter need to update

the collision status along with the inputs that- collision
with other CR will impact their change or not
CHANGE SUBMISSION
• Draft > Request for Authorization

When all the required details related with a

change get submitted,
click on “Save” >> Next Stage

Change state will update from draft to

request for authorization

Approval reviews been triggered to the

change requestor’s Line
Manager/SME/Approval authority.
IO Project Manager in case of 3PP

This is the Business/ technical validation step.

Manager/SME will technically validate the
change and grant the approval.
 Request for Change to Schedule for Review

Change Management

• Request for Change > Planning in Progress > Scheduled for Review > Scheduled for Approval > Scheduled

• Any contradiction in the information - Change Management will send back the Change back to DRAFT
CREATION OF TASKS - HIGH IMPACT
CHANGES

• Change management team will create tasks for the Back Office & 1 st LA Team while processing the HIGH IMPACT
CHANGES
• 1st LA team will open/close the task when the activity start/end information is shared by execution team
• Back Office team will Open/close the task with relevant inputs while validating the post execution results of a HIGH
IMPACT CHANGE
TASK UPDATE - HIGH IMPACT CHANGES
Tasks are always in Staged
state whenever they are
created

Respective team has to

double click on the task
and open the task

Inputs need to be
updated in all the
relevant sections
TASK UPDATE - HIGH IMPACT CHANGES
Team who is responsible
for the Task update
(1st LA/ Back Office ) need
to update and close with
relevant inputs
Change Implementation to Change Completion

Change Executor

• State of change - Scheduled > Implementation in Progress > Completed

• Change Coordinator has the access rights to update the state of the change
• Change Coordinator ( Same as executor /from same team) will update the state in ITSM tool.
 Change Completion Code
Completion Code

5 Perfect

4.3 Change successfully implemented not completely in MW

4.4 Change successfully implemented not completely in MW (With MOD Approval)

4.1. Change successfully implemented but there were unforeseen issues

4.2. Change successfully implemented without informing NOC about start/end of Implementation

3.Partially successful change implementation (without roll back to previous configuration)

3.1 Partially successful change implementation (without roll back to previous configuration) in extended
maintenance Window
3.2. Partially successful change implementation (without roll back to previous configuration) in extended
maintenance Window (With MOD Approval)

2.4. Failed change results in critical priority incident

Change Completion Code
2.3. Failed change results in high priority incident

• Change Executor/Change coordinator need to 2.2. Failed change results in medium incident

select the relevant completion code when the 2.1. Change results in low priority incident (no service/customer impact)
activity is completed
2. Failed Change (Without Rollback or Incident)

1.3. Failed change results in critical incident (with roll-back)

• This completion code will also help the change 1.2. Failed change results in high incident (with roll-back)
requestor to understand the implementation result
1.1. Failed change results in medium incident (with roll-back)
of their activity
1. Failed change implementation with roll back performed
 Change Completion Code

Change Completion Code

• Change Executor/Change coordinator will update the status of change to ‘Completed’ with below mentioned completion code
• Final Review Required
• Final Review completed
CHANGE CLOSURE CODE & COMPLETION CODE
MAPPING Closure Code Completion Code
Successful 5 Perfect

4.3 Change successfully implemented not completely in MW

Successful with Maint. Window Extension
4.4 Change successfully implemented not completely in MW (With MOD Approval)
Successful with SAF Time Extension
4.1. Change successfully implemented but there were unforeseen issues
Successful with issue
4.2. Change successfully implemented without informing NOC about start/end of Implementation

3.Partially successful change implementation (without roll back to previous configuration)

Partial

Partial with Maint. Window Extension 3.1 Partially successful change implementation (without roll back to previous configuration) in extended maintenance Window
3.2. Partially successful change implementation (without roll back to previous configuration) in extended maintenance Window (With MOD Approval)
Partial with SAF Time Extension
2.4. Failed change results in critical priority incident

2.3. Failed change results in high priority incident

Unsuccessful 2.2. Failed change results in medium incident

2.1. Change results in low priority incident (no service/customer impact)

2. Failed Change (Without Rollback or Incident)

1.3. Failed change results in critical incident (with roll-back)

1.2. Failed change results in high incident (with roll-back)

Backed Out
1.1. Failed change results in medium incident (with roll-back)

1. Failed change implementation with roll back performed

CHANGE
CLOSURE
Change should be closed with the relevant
change closure status

Status:- CLOSED
Status Reason:- As mentioned in the snip.
CHANGE CANCELLATION

Due to any of the reason- If any change get

cancelled, it need to be updated in ITSM

Status- Cancelled
Status reason- Relevant reason as per the Input
Thank you!