The goal of Problem Management is to find the root cause of incidents and reduce the impact on business. The goal of Change Management is to control and manage approved changes with accepted risk. ServiceDesk Plus allows you to implement a comprehensive problem management and change management system. Problem/Change related configurations are:
Problem Additional Fields
Problem Closure Rules
Reason for Change
Change Advisory Board
Stage and Status
Change Additional Fields
Change Closure Codes
Change Closure Rules
To access Problem/Change related configurations:
Log in to the ServiceDesk Plus application using the user name and password.
Click the Admin tab in the header pane. The problem/change management block is below the Help Desk block.