Remediating audit variances

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After you have determined the cause for a variance that is found by the audit process, you can take action to remediate the variance.

In some cases, you will want to respond to an audit report by updating the authorized CI to match the values shown for the corresponding actual CI. In the Authorized CI Information section of the CI Reconciliation Results application, there is a button labeled Update CI with Actual CI Value. You can use this button to update one or more CIs. When you use this function, you are saying that you trust the actual CI's attributes and you want to update the authorized CI's attributes to match them.

When you click this button, the following actions are taken:
  1. The existence of the authorized CI is verified. It is possible that the CI was deleted or reclassified since the reconciliation was run. If the CI is not found, a message is displayed and no update is performed.
  2. The current values of the CI's attributes are compared to the values of the actual CI. If no difference is found, an error message is displayed and no update is performed.
  3. If the CI is in a protected state in its lifecycle, a valid change is required for any updates. The change must be in Approved or In Progress state, and it must identify the CI as a target. You can enter the change number or select it from a list. If the CI is in a protected state and no change is associated with the CI, an error message is displayed and no update is performed.
  4. If the authorized CI is found, and it is not in a protected state, and one or more of its attribute values differ from those of its associated actual CI, the authorized CI values are updated to match the values of the actual CI.
If you have requested that several CIs be updated, and some can be updated but some cannot, you will see a message asking whether you want to proceed with the changes that can be made. If all the CIs can be updated, you will see a confirmation message, asking you to confirm the updates.

In other cases, your diagnosis will show that the problem lies in the actual CIs. For example, an approved change might not have been carried out successfully, so that one or more attributes would still have their old values. In these cases, you might want to open a problem, incident, or service request, in order to investigate and remediate the problem with the actual CI. Click Select Action > Create and choose the type of record you wish to create.