Merge pull request #176 from DFE-Digital/776-update-dns-process-guidance

[776] Update DNS change process

source/infrastructure/hosting/dns/index.html.md.erb

@@ -15,28 +15,43 @@ Domain names are normally maintained by the [Infrastructure Operations](/infrast
 * *.service.gov.uk for [public beta and live services](#official-service.gov.uk-domains) linked from gov.uk. Example: [find-postgraduate-teacher-training.service.gov.uk](https://www.find-postgraduate-teacher-training.service.gov.uk/) or [apply-for-teacher-training.service.gov.uk](https://www.apply-for-teacher-training.service.gov.uk/)
 
 ## Service Now
-
-Changes to DNS require a Change Request, and can be found in the full [Service Now portal](<%= data.site.service_portal %>) portal under Change > Create New.
-
-* select 'normal change'
-* complete:
-  * Requested by: your name
-  * Service offering: Amazon Web Services
-  * Category:  Network/DNS/Firewall Maintance
-  * implementation group:  Infrastructure and Network Operation
-  * Impletementer:  The infrastructure Engineer assigned (query your team lead)
-  * provide: Could this change have potential impact on wider Services,  Short description, Description
-  * In the multiple Tab section
-    * Notes - no change
-    * Planning - complete sections
-    * Schedule - provide dates
-    * Conflicts - no change
-    * Closure Information
-  * Under 'Related Links', complete the 'complete risk assesment' 
-
-
-
-### Request subdomain or other record type
+First a normal request is required to assign an engineer to the task and define the change window. Then a change request is raised to detail the implementation plan.
+
+### Normal request
+Raise it in the [Service Now portal](https://dfe.service-now.com/serviceportal) portal:
+
+* Request something
+* Categories: Non-standard
+* Any other request
+* Short description: Describe briefly the purpose of the request and mention it's a route53 domain change
+* Click "I confirm that the above results aren't relevant to my request"
+* Working from: Select either Home or Office
+* Category: Non-standard
+* Description: Add the technical detail according to examples below. Explain the time schedule constraints and ask for an engineer to be assigned.
+* Business service: Shared IT core services
+* Service offering: Amazon Web Services
+
+The call queue manager on duty then assigns it to an Engineer who has availability. The engineer will reach out to work and confirm scheduling.
+
+### Change request
+Raise it in the [ITIL Service Now](https://dfe.service-now.com/) portal, under Change > Create New.
+
+* Select 'Normal change'
+* Complete:
+    * Requested by: Your name
+    * Environment: Production
+    * Service Offering: Amazon Web Services
+    * Category: Network/DNS/Firewall Maintance
+    * Implementation Group: Infrastructure and Network Operation
+    * Implementer: The operations engineer assigned above
+    * Short description: Used as title for the change
+    * Description: Describe the purpose, the implementation and the potential impact on services
+    * In the multiple tabs section:
+        * Planning - Complete sections using the information from the normal request above. Add the current DNS configuration in the backout plan.
+        * Schedule - Provide dates
+    * Under 'Related Links', complete the 'Complete risk assesment'
+
+### Request templates
 Example: create a CNAME record service123.education.gov.uk pointing to domain service123.azurewebsites.net:
 
 ```
@@ -71,7 +86,7 @@ Once submitted, the [Infrastructure Operations](/infrastructure/support/#infrast
 
 The [GOV.UK proposition](https://www.gov.uk/government/publications/govuk-proposition/govuk-proposition) lays out what should get a `service.gov.uk` domain. In the DfE, we interpet that as follows:
 
-- If a service is actively targeting the use of itself by externals (including schools and local authorities) then it should be a part of service.gov.uk 
+- If a service is actively targeting the use of itself by externals (including schools and local authorities) then it should be a part of service.gov.uk
 - Services should be assessed internally if they'll have fewer than 100K transations, by an external GDS assessment if they'll have more than 100K transactions
 - If a service is available publicly but targets internals (including contracted suppliers), or if it's private (for example an intranet, or an IP restricted extranet) then it can be on `education.gov.uk` or anything else we wish to use
 

source/infrastructure/support/index.html.md.erb

@@ -10,17 +10,22 @@ review_in: 6 months
 ## Helpdesk
 For general queries:
 
-- [Service Portal](https://dfe.service-now.com/)
+- [Service Portal](https://dfe.service-now.com/serviceportal/)
 - Telephone: 0300 1234 888
 
 ## Access to service portal
-The service portal is the standard tool to request IT changes in DfE. It is based on [ServiceNow](https://www.servicenow.com/).
+The [service portal](https://dfe.service-now.com/serviceportal/) is the standard tool to request IT changes in DfE. It is based on [ServiceNow](https://www.servicenow.com/).
 
 Civil servants automatically receive an `@education.gov.uk` account and access to the service portal.
 
 Contractors may not be onboarded automatically. Should they require it, their line manager can onboard them using the [New starter form](https://dfe.service-now.com.mcas.ms/serviceportal/?id=sc_cat_item&sys_id=590c8b70dbb313003b929334ca9619f6&referrer=popular_items).
 They can request a DfE device with VPN access, or an account with web only access called _Bring your own device_ (BYOD).
 
+## Service now ITIL view
+Employees working in IT can have access to the [full Service now interface](https://dfe.service-now.com/) to create changes and incidents, give approvals, chase a ticket, etc.
+
+They gain access when they are added to a group using [the Service Portal - Groups/Permissions form](https://dfe.service-now.com/serviceportal/?id=sc_cat_item&sys_id=6cdeb1f2dbf898509402e1aa4b96197f).
+
 ## Infrastructure and Network Operations
 For requests related to DNS, Azure CIP, Azure DfE (Tier 1), Azure DevOps, GOV.UK PaaS...