Best practices for change management
Effective service desks plan and control changes and understand the impact on their business. An Information Technology Infrastructure Library (ITIL) compliant change management workflow aims to make your change efforts successful.
Your IT Service Desk template comes with a change management workflow. This workflow ensures you record, assess, approve, and implement change requests. We recommend that you start with your service desk’s default workflow and adapt it to suit your business needs.
The benefits of a change management process include:
stable IT services
reliable and predictable IT services
the ability to adapt your IT services to your evolving business needs
reduction in risks, outages, and defects
avoidance of duplication of efforts from failed changes
What is the change management workflow process in your service desk?
The change management workflow can be used to transition requests.
Default form fields for change requests
Change requests contain default fields that can be customized.
How do you set the time limit for reviewing normal changes?
Time limits can be set for conducting a review.
Designate your approvers
When an approval step is enforced in a change management workflow, approvers need to be assigned.
Enforce an approval step for change reviews
Enforce approvals within your change management workflows.
Auto-approve standard changes
Create automation rules to automatically approve standard change requests.
Remind change reviewers automatically
Set the timeframe for reviewers to respond to an approval.
Coordinate changes with a calendar
Change calendars can be set up in your service desk.
Customize the default change management workflow
A change management workflow can be customized.
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