ServiceDesk Plus 8.x Essential

Understanding the process flow

Let us start with the implementation of the process.

Implementing the Change Management process flow

The Change Management process is very closely related to Configuration Management and Release Management, and hence the process model is designed in conjunction with them. It is important to understand and to differentiate between the types of changes. Broadly classifying, the changes could be of the following types:

• Standard changes: Preauthorized by Change Management, and has an accepted and established procedure with low risk. Many standard changes are triggered by service requests and directly actioned by the service desk. For example, password reset, standard application installation, and so on.
• Normal changes: All ...