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Change and release workflows

Bring structure and control to every change and release—before it impacts your customers.
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What are change and release workflows?

Change and release workflows provide a set framework for managing updates to IT infrastructure and services. By outlining clear steps—from initial submission, multi-level approvals, implementation, to post-implementation review—these workflows ensure that every change and release is assessed for risk and carried out in a controlled way.

Why are change and release workflows important in a professional services automation (PSA) tool?

When changes and releases do not follow a clear process, they can skip important approvals, ignore risk assessments, and lead to outages that hurt customer trust. These workflows provide MSPs with a reliable framework to manage changes and releases across all customer accounts. This ensures that nothing goes into production and deployment without the proper checks.

Change and release workflows in ServiceDesk Plus MSP.

ServiceDesk Plus MSP includes pre-configured standard and emergency change and release workflows right out of the box. It also allows MSPs to create custom workflows for specific change and release types. Each workflow outlines the stages and statuses, specifies who gets notified at each step, and directs where a change and release goes next. This gives MSPs full visibility and control over their change and release management process.

Change workflow with stages in ServiceDesk Plus MSP

Change workflow in ServiceDesk Plus MSP

Release workflow with stages in ServiceDesk Plus MSP

Release workflow in ServiceDesk Plus MSP

 

 

Govern every change and release with a process your customers can rely on

  • Start faster with pre-built standard and emergency workflows, and customize them to match your change and release management process.
  • Map each change and release through defined stages and statuses, so each stakeholder always knows where a change or release stands.
  • Configure notifications at every stage transition, keeping technicians, approvers, and client contacts informed without manual follow-up.
  • Control change and release progression by defining exactly which stage and status the ticket moves to from any given state, eliminating process gaps.
  • Auto-approve changes and releases when all change advisory board (CAB) members are in agreement, reducing bottlenecks without compromising governance.
  • Handle urgent changes and releases on a dedicated emergency workflow track, so high-priority changes and releases move faster without bypassing oversight.

Note: These features are only available in the on-premises version of ServiceDesk Plus MSP.