1. Make sure you have the “GSN ITIL Role” – please clarify with your IT

 

  1. Open the template RFC: 

https://servicenow.dhl.com/nav_to.do?uri=change_request.do?sys_id=66897e8133feca50e3fca2c91e5c7bd8

  1. Click on your name in the top right, select “Preferences”


 

 

  1. Ensure under “Display” - “Organize from sections … into tabs” is enabled, close the Display Window.

 

  1. Click on “Clone Change” in the top right. By that you create a new RFC, that needs to be filled in now.


 

 

  1. The system is creating a new RFC with a new number and copying some of the information from the template RFC. Ignore the warnings/messages.
    Key Pointer! The value in “Effort Time” is YOUR effort that you spent filling in the RFC. This is a mandatory field, you can enter 1 minute.

     

 

 

 


 

 

  1. Define the following fields:
    a) Planned Start date – choose the 5th working day after today, 9:00 AM
    b) Planned End date – on the same day, put the time to 22:00
    c) Put the customer RTP date to 1 or 2 days after the “Planned end date”
    d) select for Type “Minor Change”
    e) for Category select “Software”
    f) Configuration Item must be set to “czchows6274”
    g) Primary Impacted Service must be “MDS”
    h) put Maintenance Window to “Outside”

     


 

 

 

h) select and add the Impacted Countries


 

 

  1. Open the tab “Risk assessment”, set the fields as below.


 

 

  1. Scroll down to the bottom, select Implementation Tasks. Click on “empty”


 

 

  1. In the CTask, edit:
    a) Work start -> put that to the day you defined earlier, start time 11:00
    b) Work end -> put that to the day you defined earlier, end time 17:00
    c) enter 1 minute in “Effort time”

     
  2. Click “Save and Leave”

 


 

 

  1. On the main RFC screen, under “related links” open “Risk assessment”

     


 

 

  1. Set the values as below

     

 

 

 

 

Click the “Submit” button.


 

 

  1. Click “Save” on the main RFC screen.
    a) if you get a missing “Justification” mandatory field, enter the value below.
     b) set Priority to 4 – Medium if needed


 

 

  1. If there are no more errors, click “Save” again
  2. Change the status of the RFC to “Registered”

 

With that your RFC is ready, please attach the contractor sheet (template in the tracker on Yammer) to this RFC.