Raising Changes

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Introduction

Change Management in Service Manager enables customer to manage changes to their IT infrastructure in a controlled manner in order to minimise risk.

Logging a Change

Changes can be raised in a number of different ways.

• An analyst with a minimum of the Change Management User role can raise a new Change record from the following places:

• The Request List > Using the Raise Change drop down option next to the Raise New icon
• Boards > Using the Raise Change drop down option next to the Raise New icon
• Existing Incidents records > Using the Raise Change from the Raise New Linked Request option under the Link Action Bar or Using the Raise Change drop down option next to the Raise New icon
• Existing Problem records > Using the Raise Change from the Raise New Linked Request option under the Link Action Bar or Using the Raise Change drop down option next to the Raise New icon

Changes can be raised against one or multiple assets during the logging process, by associating them using the Assets form in Progressive Capture.

Changes can be routed manually to the Change Management team or a specific individual using the Assignment form in Progressive Capture equally this can be automated using the Assign to Team or Assign to Analyst nodes in an underlying Business Process.

Those with the rights to raise a Change will be guided through a series of definable questions in order to provide the Change Management team with the appropriate information in order to enable them to efficiently assess, accept, prioritise, and move the Change forward. Each customers can configure the Change Management Progressive Capture to include standard and custom questions which can either be manually assessed on receipt by the Change Management team, or can be automatically assessed by underlying Business Process rules to orchestrate the Change Management process.