The whole purpose of Change Management is to make sure that the change is done in a low risk and is executed with minimal impact. There is much more than just initiating a change, approvals from CAB etc. You need a concrete yet a simple process to follow change management throughout every stage of the change life cycle. That's why you need better Change Management process to define clarity in each stage of the Change Management Life Cycle. ServiceDesk Plus Change Management comes with various features and configuration options like Change Types, CAB's, Change Roles, Change Stages, Change Templates, Change Status and Change Workflow's.
ServiceDesk Plus comes with predefined change types defined as per the ITIL standards. You can also customize these change types and also add new ones based on your requirement.
Standard changes are pre-approved and rest of the changes goes through a proper approval process. You can also denote the different change types using color codes to show the severity.
CAB's are usually the stakeholders of every change who are handpicked based on their knowledge and experience in change situations.
These members are thoughtfully handpicked in case of any emergency. These operate in rapid mode which allows them to skip most of the approvals and proceed with the change request.
There are always too many people involved when it comes to change and each individual plays a unique role in the change request. Change Roles are access permissions defined exclusively for the change module. Apart from the default change roles you also have the ability to add custom roles for the change request.
In ServiceDesk Plus, Change Lifecycle has 6 stages namely, Submission, Planning, Approval, Implementation, Review and Closure. A change request undergoes all or selected stages before being successfully completed and closed. Each stage in the change lifecycle requires an approval before processing the change to the next stage.
ServiceDesk Plus allows you setup each of these stages and provides you with complete timeline on the change process. Actions can be performed in each of the 6 stages.
Each stage of the Change Lifecycle may have many statuses such as Approved, Rejected, Request for Information and so on. At each status, a notification is sent out to users playing certain change roles alerting them on the progress of the change request. You can also configure the notification templates for the Change Request.
ServiceDesk Plus allows you to create different templates to request a change. Change Template allows you to customize templates for the most common and frequently raised change requests with a simple drag n drop option for adding fields. A change template enables the Change Requester to initiate a change quickly with the necessary fields pre-filled, thereby increasing the productivity of your help desk team.
Changes such as a migration of Server to a different data center is a critical change and requires a systematic flow and approvals at every stage. Workflows can be configured for each stage of the change process, right from submission to reviewing and closing a change.
Change Workflow lets you simplify the whole Change lifecycle. With ServiceDesk Plus's Change Workflows' you can handle critical changes much more efficiently and also with a lot of clarity in well documented manner. For each status, you can set the next status and stage and, also notify certain change roles on the progress of the complete change request.
From creating the change form to documenting the impact plan, the roll out, back out plan and implementation checklist you have complete control over the change. You can also document the downtimes if any, from the change request.
Tasks can be assigned to technicians after the approval process is completed. Post Implementation Review helps Change Manager to keep track of the rolled out change to capture the glitches that happened during the change and also track KPI to measure the effectiveness of the change.
ServiceDesk Plus also gives you the option to trigger the asset scanning process to reflect the changes made to your environment. With notification rules every person involved in the change is made aware of what's happening in the complete Change Management process.