Change management is the process of assessing and detecting any impact and potential risk that a proposed change could inflict on your organization. The goal of change management is to ensure that standardized methods and procedures are used to process change requests. Successful change management minimizes the impact of change-related issues and improves daily operations.

Changes are implemented through configuration items. Changes can be used with incidents, problems, or releases. A change request is a formal request for the implementation of a change. A change request, specifying the details of a proposed change, must be submitted for every non-standard change.

A change can result from two factors:

•Changes result from problems that require resolution.

•Changes result from proactive business decisions that hope to reduce cost, improve service, or improve organization operations.

Changes are carefully controlled. Only users in authorized roles can work with the full change process. Most users only interact with changes when they submit change requests.

See About the Change Lifecycle for information about the lifecycle of a change request and the different states that a change request moves through.

See Change Management Roles and Tasks for information about Change Managers and their roles.

Viewing Change Requests

Change Managers, change implementers, and change approvers can view change requests and the tasks that are assigned to them.

1.Log in to the Service Desk Console.

2.Open the Change workspace. The system displays a list of change requests.

3.Open a change request record to view its details.

Change Workspace

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