ManageEngine ServiceDesk Plus 8.0 :: Admin Guide

Changes
Change Management
ManageEngine ServiceDesk Plus 8.0 :: Admin Guide
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 standardised methods and procedures are used for efficient, and prompt handling of all
changes, in order to minimise 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.
ZOHO Corp. 148