It’s All About The Change In ServiceDesk Plus

29 May 2014
by Nigel Arnold

Version 9 of ManageEngine ServiceDesk Plus is well and truly here having undergone a number of maintenance patch updates since it’s release so I thought it might be useful to review a module that has undergone a significant update, the Change Module.

At last we have Change Templates! Just like Incident and Service Requests it is now possible to define a Change Template. The template designer is basically similar in presentation with the ability to ‘drag and drop’, set mandatory fields and to create ‘on-the-fly’ custom fields much like you’re used to already:

The critical difference in the template is that we are able to associate a Change Workflow with the Change Template being created:

So what is a Change Workflow? There are two default workflows in ManageEngine SD+ but these can be edited and/or others created. Essentially the Change Workflow stipulates who will be notified at each stage of the change management cycle and to auto-select the next status for the Change Request:

The Change Workflow allows you to do this by nominating the key Change Roles that are associated with each stage of the change management cycle. It should be noted that it is not possible to add more stages but the stage names can be edited. In addition it is possible to omit some of the stages:

When creating an individual change you nominate the required individuals for the associated roles either manually, or via the Change Templates. The following shows the Change Role detail on an individual Change Request in ManageEngine ServiceDesk Plus:

The other element to note when viewing an individual Change Request is the new ‘slider’ which indicates which part of the change management cycle the individual Change Request has reached:

Cool huh?

Well that concludes a very brief introduction to some of the updates to the Change Management module. There will be more blogs on this module in the future no doubt.

Enjoy!

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