Learn how to set up the essential configurations of change enablement in ServiceDesk Plus. We will learn how to create different change templates for various types of changes, then begin designing relevant change workflows on a visual workflow builder. We will also discuss what a change advisory board is and how to associate multiple people with a change request through change roles.
In this episode, we will walk you through:
- Configuring change types, change risk, and change stages.
- Designing change templates with associated change roles and CAB.
- Crafting visual change workflows on a drag-and-drop workflow builder.
- Building automations to manage changes from submission to implementation phase.
- Leveraging project management and a CMDB to effectively implement changes.
- And more!
At the end of the episode, attendees will be able to setup the key configurations of the change management practice in ServiceDesk Plus to effectively handle changes of all types and scale in their environment, with minimal risk and zero disruption.
Frequently Asked Questions
No, timer actions cannot be configured out of the box for changes.
No, change owners cannot be notified automatically in case of approval delay.
Impact and Urgency are global fields and are consistent across ServiceDesk Plus. They can be configured or edited under Setup > Customization > Helpdesk.
No, it is not possible to mandate a closure code. But, using workflow automations, the closure code can be updated for a change.
Yes, you can use a Gantt chart and resource management for all the projects you create.
Yes, except for change approvers, change requesters, and the change advisory board. Other change stakeholders require a technician license.
Yes, you can configure multiple approval nodes under each stage of a change within the change workflow.
Ideally, requests lead to problems. Therefore, once the change is completed, the problem can be resolved, and all requests associated with the problem will be closed following the closure rules.
For further information, you can write to hello@servicedeskplus.com and we'll be glad to help you.