- which has become a part of NVIDIA NIM™ microservices and is included in Perplexity’s Sovereign AI program
With Adam Stepien & Michal Kulakowski
Home Blog Enterprise software
The Jira change request form is an example of a customized request type in Jira Service Management. The ability to match forms to your needs is one of the most important features of Atlassian products. This article will guide you on creating forms to control your change management process and help your team react quickly.
ITIL stands for Information Technology Infrastructure Library. It’s a framework for managing ITSM services.
ITIL defines change management as:
“methods and procedures used for efficient and prompt handling of all changes, in order to minimize the impact of change-related incidents upon service quality, and consequently improve the day-to-day operations of the organization.”
So, the framework provides rules for controlling IT system changes. Handling them in a structured way ensures that teams can implement modifications smoothly. It minimizes risks and possible issues. You can learn more about change management in our dedicated article.
A formal, well-documented change management process keeps everyone involved updated. It also allows changes to be reversed if they don’t work out.
In the latest version of the ITIL framework, ITIL 4, there are 3 types of changes:
These are low-risk changes that are pre-approved and often come from service requests. They need a full risk assessment and authorization.
Example: updating applications on computers to meet industry standards.
These changes need to be scheduled, evaluated, and authorized. Teams can approve minor changes locally. However, bigger modifications might need approval from higher-ups.
Example: data migration from one server to another, during server upgrades or consolidations.
These changes should be addressed as quickly as possible. They don’t always follow the usual change management plan. They still require testing and approval, but speed is prioritized over documentation.
Example: unexpected database shutdown due to critical issues such as security breaches, data corruption, or system failures.
ITIL says IT change management has some big benefits. It helps keep things running smoothly by making sure teams deliver services consistently. It also helps companies follow rules and regulations more easily, avoiding problems. By cutting out repetitive tasks, IT teams can focus on important work that adds value. And it’s a step-by-step way of making services better over time.
New to JSM? First, read the article on how to set up Jira Service Management yourself.
In IT service management (ITSM) projects, use a change management workflow. This workflow aligns with the ITIL-recommended process. It includes steps like reviews, planning, approvals, and implementations.
First, connect the change request form in Jira with the change issue type. This puts them into the change request workflow. You can adjust this workflow as needed for your business.
The ITIL change management process looks like this:
That’s it! Now, let’s turn it into Jira statuses and transitions.
Agile change management is all about being flexible and adapting to changes as they happen. It’s important to keep everyone involved throughout the project. By breaking down change management into smaller steps, it’s easier to handle and manage. It’s also key to identify and address potential problems early on, so they don’t become bigger issues later. Focus on quick wins and integrating change management with Agile practices. Thanks to this, organizations can make changes smoothly.
Jira Service Management helps companies handle changes in a structured way. This tool helps people plan changes, track their progress, and make sure everything goes according to plan. It’s designed to prevent problems and make changes happen smoothly.
The great news is that Jira Service Management provides a ready-to-adjust change management workflow. You can find it in your Project Settings → Workflow section. If it’s not on the list, go to Add workflow → Choose from Marketplace. Then, type change management into the search bar.
After downloading the workflow Jira Service Management template, you can match it to your project’s specific needs.
Jira change request forms are like issues that help initiate and track changes to IT systems or processes. They include change details and how they might affect the product or service. Change request forms should also determine who needs to approve a change if this is the case. Well-prepared forms support communication between customers and service providers. They also make it possible to reduce the costs and time needed to implement a change. This is why it’s worth it to take a while and prepare your change request forms well.
Read more about Jira Service Management forms.
Note: you may require permissions as an agent, project admin, or Jira admin to edit request types.
Now, find Request a change in the search bar. Thanks to this, you’ll be able to download a request type with all necessary custom fields.
Do you prefer to set up your change request forms yourself? Here are the fields that Atlassian recommend to use:
If you include this information on your forms, your team will get everything they need to address the change smoothly.
Extension for Jira Service Management is an app available on the Atlassian Marketplace. It assures that your Jira forms include everything your team needs to assist customers. Thanks to the app, you can custom Jira change request forms, that display only the necessary fields based on previous selections.
How to set up dynamic forms in Extension for Jira Service Management?
Here’s what the configuration panel of the feature looks like in Extension:
What else can you do with the Extension:
How to set up SLAs on the Request Detailed View in Extension for Jira Service Management?
Note: Selecting Apply to all Jira groups makes the metric visible to everyone.
4. Save changes.
After setting it up, everyone involved will be able to see what’s going on with the change:
A change management plan is critical for successfully implementing changes within an organization. The Atlassian change management plan template outlines the key steps to create an effective plan:
Thanks to these steps you can create a fully functional change management plan. To guide your organization through changes, use the Atlassian framework. It helps communicate the change, address audience concerns, and drive acceptance of the new initiatives.
The best practices for managing IT change requests in Jira include:
Use dedicated and clear forms to capture all necessary details about the change.
Set up a consistent workflow in Jira to manage change requests from start to finish.
Assign roles like change manager and approvers. It ensures the smooth processing of change requests.
Establish criteria for prioritizing change requests. Thanks to this, your team will focus on the most important ones first.
Keep stakeholders informed about the status of their change requests through regular updates.
Maintain detailed records of all change requests. Include reasons for the change, approvals, and implementation details.
Conduct thorough testing of changes before implementation to minimize risks and ensure quality.
Implement a review and approval process. Validate changes before implementing them into production environments.
Jira Service Management has request forms. These forms let users ask for fixes, changes, or help with services. Users fill out the form with details about what they need, like a description or any important files. Then, teams can track and deal with these requests in Jira.
To create a fillable form, use Jira Service Management. Here’s how to do it:
Editing request forms in Jira and Jira Service Management is simple. You can do it in just a few steps:
Save and test your changes to make sure everything works as intended.
Jira offers several ways to track changes to issues, workflows, and other elements within your project. Here are the primary methods:
Additional Tips:
Using these methods you maintain a clear understanding of your project’s evolution over time.
The CAB (Change Advisory Board) is a committee that evaluates, approves, or rejects changes to an organization’s systems or processes. They carefully consider the potential risks and benefits of each change. All to make sure that it aligns with the company’s goals and strategies.
Think of the CAB as a quality control gatekeeper for changes. They help to minimize risks and ensure that changes are implemented successfully.
Change Advisory Board (CAB) in Jira:
In Jira, the CAB is often represented by a custom field or project component. It has to be assigned to change requests.
Key functions of the CAB in Jira:
Both are involved in change management. However, CCB (Change Control Board) is typically a broader term that means the entire process of managing changes. On the other hand, CAB focuses on reviewing and approving or rejecting change requests.
Katarzyna is a Content Specialist, responsible for writing on the Deviniti blog. She values helpful, unique content where users can find answers to their questions. When not writing, you can find her walking her dog, Loki, flowing through Ashtanga yoga classes, or curled up with a good book at home.
Subscribe to the newsletter and don't miss the most interesting articles and videos! Don't worry, we won't flood your inbox with a wave of cosmic debris.