Introduction to Changes

Introduction to Changes

ServiceDesk Plus MSP Cloud allows you to handle changes in goals, processes, or implemented technologies within an organization. With ServiceDesk Plus MSP Cloud, you can use standardized methods and procedures to minimize the impact of change-related incidents on service quality and enhance the operations of the organization.
 
The Change process in ServiceDesk Plus MSP Cloud consists of eight stages. Click the links for more details on the stages.
 
Stage
Purpose
Status Involved
Roles Responsible
Decide the change template and workflow.
 
Configure change d
etails such as change type, risk involved, priority, and urgency.
Accepted
Rejected
Requested
Requested for Information
Submitted for Authorization
Change Requester, Change Manager, Line Requester
Analyze and determine the change impact, rollout plan, back out plan, checklist, and probable downtime.
 
Estimate and evaluate team activities through tasks and downtime schedules.
Approved
Planning In Progress
Rejected
Requested for Information
Submitted for Review
Change Owner, Change Manager, Change Requester, Change Approver
Evaluate and provide the required approvals for the change request to proceed into implementation.
Approval Pending
Approved
Rejected
CAB (Change Advisory Board), Change Approver, Change Manager, Change Owner
Implement the change in this stage.
Back Out
Completed
In Progress
On Hold
Requested for Information

 
Change Owner, Implementer, Change Approver, Change Manager
Enable selected users to test the implementation.
 
Stakeholders and clients perform tasks and provide their opinions.
Accepted
In Progress
On Hold
Pending for Acceptance
Rejected
UAT Owner, Change Manager, Change Approver, Change Owner
Roll out the change and the associated service for the users.
Cancelled
Completed
Failed
In Progress
Change Owner, Change Manager
Evaluate whether the changes have been successfully implemented and suggest further improvements.
Completed
Failed
In Progress
Change Approver, Change Manager, Change Owner, Implementer, Reviewer
Associate formal closure code to close the request.
Completed
Cancelled
In Progress
Change Approver, Change Manager, Change Owner, Change Requester, Implementer
 
You can rename these stages per your requirement. You can also skip stages (except Submission and Close) to suit your business workflow.
 

 

Terminologies 

Terminology
Explanation
Change Request
A change request, similar to incident and service requests, captures in-depth information about the change, including the reason for initiation, the planned workflow, priority level, business implications, potential downtime, required preparations, etc. 
 
Refer here to create a change request.
Change Templates
Change templates help reduce the time and effort spent raising change requests for repetitive and frequent changes. Most of the information inside the change request is already filled out during the template configuration. The SDAdmin configures these templates under Setup > Templates & Forms > Change Template. Learn more.
Change Types
Change types refer to the different categories of change requests raised within your organization. Changes can be categorized as minor, major, standard, and significant based on impact, priority, risk, etc. Learn more.
Workflow
Workflow refers to a sequence of activities or tasks that must be completed to close a change request. The flow of these activities depends on the type of change requested and the organizational process.
 
The SDAdmin can configure organization-specific workflows under Setup > Automation > Workflows > Change. Learn more.
 
Depending on the impact, risks involved, urgency, and priority of the change, you must decide on the appropriate template, type, and workflow for the change request.
 
You will also need to verify whether the change is retrospective. i.e. a change process that is already implemented and closed but is raised now for tracking and recording purposes.
 
 

Inactive Customer Behavior

When a customer is inactive, users who have access to the customer can only view or delete the data in the Changes module. No other actions can be performed on inactive customers.

An inactive customer will be indicated with a icon in the customer filter in the application header.


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