Change Management

In Xurrent, change management is not a single record. A change starts as a Request whose Category is RFC, Request for Change, and it is carried out by a Workflow, the record that used to be called a Change. The RFC captures what is being asked for and why. The Workflow holds the tasks, ordering, and approvals that make the change happen.

Why the naming matters

If you come from an ITIL background, expect a naming shift. What ITIL calls Change Management lives in two places in Xurrent: the RFC request category, and the Workflow record, which was renamed from Change in January 2022.

Knowing that a Workflow of the type Change is the change record is the key to navigating the platform, the API, and older documentation. Legacy 4me material and some URLs still say change. Because the change record was generalized into a workflow, the same engine now also drives non-ITIL processes such as HR onboarding, facilities, and finance, while change management remains one specific use of it.

What was renamed

How a change flows

Every change begins as a Request with its Category set to RFC, Request for Change. The API category value is rfc. RFCs carry an RFC Type field to subclassify the kind of change, and a Workflow field that links the request to the workflow implementing it.

The Workflow is the container of Tasks, their ordering, and any automation that together implement the change. Its Type field most commonly has the value Change, which customers subtype further, for example Application Change, Infrastructure Change, or Documentation Change.

Related

See Release for coordinating multiple related workflows, and Risk for risk assessment on changes.