Learn how to set up the essential configurations of change enablement in ServiceDesk Plus Cloud. 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
If you are the change manager for a specific change request, you will have the ability to modify the change. If you wish to make modifications to other changes, it will be based on the role assigned to you for that particular change.
The members of the CAB can be both technicians or requesters who have login permissions enabled for the specific ServiceDesk Plus instance.
No, it is not possible to send a test email without creating a sample change. To send a test email, ensure that the relevant email is configured and enabled in the change workflow, and then create a sample change to verify the test email content.
If a requester is involved, they will only see the changes they are a part of.
Yes, this is possible. You can achieve this by defining a custom role. Navigate to Setup > Users and Permissions > select New or edit an existing custom role. Then, scroll down to the Allow technicians to view section and enable Module-level granular permissions. This will ensure the technician can view either:
- All changes.
- All changes in associated sites.
- All changes within the group and those assigned to the technician.
- Only changes assigned to the technician.
Once the role is customized, the admin can navigate to the technician's profile and assign the role to them. Kindly refer to the following custom role document for more information: https://help.sdpondemand.com/configure-roles .
Yes, there is a limit on how many additional fields can be created. Please refer to the following link for more information: https://help.sdpondemand.com/field-count/character-limit .
Please click the profile icon in the top-right in the ServiceDesk Plus cloud application and you will be able to find the edition that you are currently subscribed under. Please refer to the following link to learn more about features offered across different editions: https://www.manageengine.com/products/service-desk/cloud/online-helpdesk-comparison.html .
No, there is no out-of-the-box report available to provide a complete summary. This can be achieved by creating a custom report. You can generate a custom report for a request that will allow you to check associated changes and the project ID. You can also generate custom summaries as reports using Zoho Analytics or Analytics Plus.
For further information, you can write to hello@servicedeskplus.com and we'll be glad to help you.