ServiceDesk Plus

    Change Management


    Changes arise as a result of problems. But, a lot of changes can come from pro-actively seeking business benefits such as reducing costs or improving services. The goal of Change Management is to ensure that standardized methods and procedures are used for efficient, and prompt handling of all changes, in order to minimize the impact of change-related incidents upon service quality and consequently to improve the day-to-day operations of the organization.


    The change is initiated by creating a change request, entering values in the defined additional fields, selecting the time duration and assigning the change to a technician. The status of the change is updated at every stage by the technician handling the change. The Approval Status is set to 'Pending Approval', when the change is sent for recommendation to the CAB members. The Approval Status is an automated and sets the status to "Approved" or "Rejected".


    Since the change request is initiated from one or more Problems, the related Incidents and Problems are associated with the change. A Change Plan is formulated to get started with the change process. After which, tasks are assigned to various technicians to go ahead with the change. A Work Log is entered by the technicians specifying the time taken to resolve the change, the cost of the incident and the total charges.


    Changes are site specific, meaning; a change is intended to occur in a particular site which should be handled by technicians associated to that site. Technicians an view the changes made at a site to track any likely cause of future problem.


    A change request entails a considered approach to assessment of risk and business continuity, change impact, resource requirements and change approval. This approach is important to maintain the balance between the need for change against the impact of change.



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