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Change management in ServiceDesk Plus
Welcome to Zylkerville! IT FOLKS
BUSINESS USERS
SCOTT IT TECHNICIAN
DAVE HIRING MANAGER
JASON IT TECHNICIAN
MARCUS CIO
CATRIN IT SERVICE MANAGER ADAM IT TECHNICIAN
WENDY HR
JOHN END USER
Two stories of change from Zylker Zylker works out two different changes. Let’s see how the stories unfold.
Replacing the printers at Zylker.
ROOTKIT at Zylker.
Zylker IT replaces their printers Change management with ServiceDesk Plus
The Zylker printers are ageing alityy qualit Th int qu print Thee pr is getting worse eve ay. ryday. everyd
This printer’s giving me trouble trouble every every single day! W Wee ca cann’t ’t se sennd d invo in voic iceess to to o ouurr cu st custo om mer ers. s.
lack The es lack images The imag clari ty. clarity.
Wendy, Wendy, HR HR
Dave, Dave, Hiring Hiring Manager Manager
John, John, End End User User
The paper always always gets gets jammed! jammed!
Zylker decides to take an easy way out STEP STEP 1 1 Catrin informs Marcus about the need to replace replace the the old old laser laser printers printers with with LED LED ones. CATRIN IT SERVICE MANAGER
STEP 2 Marcus confirms that the team can go ahead ahead with with the the change, change, provided provided the the finances finances involved are taken care of. MARCUS CIO
STEP STEP 3 3 The The technicians technicians replace replace the the old old laser laser printers printers with with the the new new LED LED ones. ones.
It’s a nice, sunny day at Zylker until… The tornado strikes. I get an “Access is denied” denied” error error every time I try to print. st Wendy, Wendy, from from the the 1 1st floor floor
I don’t know the IP address of the printer. It has changed!
END USERS
nd floor John 2nd John from from the the 2 floor
WI-FI WI-FI printing printing takes too long! long! rd floor Dave 3rd Dave from from the the 3 floor
Zylkerville in trouble! Who changed the IP address? I thought you had this under control.
Did you not know you weren’t supposed to change the static IP address?
What’s going wrong here, Catrin?
Geez! I didn’t know the IP configuration procedure.
I’m trying to fix the WI-FI issue! Doesn’t seem to be working though!
The “Access denied error” is because of the changed IP address.
The snowball effect takes a toll on Zylker How a minor change blew up to a major issue, thereby affecting productivity
LACK OF EXPERIENCE The technicians lacked expertise and were not familiar with the process.
NO FORETHOUGHT OF RISKS There was a lack of proper planning and the risks weren’t identified. LACK OF IMPACT ANALYSIS AND BACK OUT PLAN The impact of the change wasn’t analyzed due to lack of planning and a back out plan wasn’t laid out. POOR TRACKING SYSTEM
LACK OF AN APPROVAL SYSTEM Lack of approval caught people unawares and the right expertise was not pinned to the change.
No tracking system to keep tabs on the progress or the status of the change.
Change management with ServiceDesk Plus For hassle free changes
PLANNING PLANNING CHANGES CHANGES FEATURE: FEATURE: CALENDAR CALENDAR VIEW. VIEW.
Catrin Catrin checks checks the the calendar calendar view view of of changes changes and and plans plans the the printer printer replacement replacement change, change, accordingly. accordingly. She schedules the change using the scheduled start and scheduled end options She schedules the change using the scheduled start and scheduled end options during during change change submission. submission. Catrin Catrin schedules schedules the the change change making making sure sure it it doesn’t doesn’t interfere interfere with other changes. changes.
CHANGE CHANGE SUBMISSION SUBMISSION FEATURE: FEATURE: CHANGES. CHANGES.
Zylker Zylker is is a a fairly fairly big big organization organization that that has has a a number number of of printers printers installed installed in in the the company. company. To To manage the overall process of replacing the existing printers with new LED ones, manage the overall process of replacing the existing printers with new LED ones, Catrin Catrin creates creates a a new new change change in in the the “Changes” “Changes” module module of of ServiceDesk ServiceDesk Plus. Plus.
Catrin Catrin creates creates a a new change new change type type in in the the admin admin module. module.
Chooses the newly newly configured change change type type for for the the change. change.
Selects Selects the the time frame of of the the change. change.
Creates Creates a a new change in in the the “Changes” “Changes” tab. tab.
CHANGE CHANGE CONFIGURATION CONFIGURATION FEATURE: CHANGE FEATURE: CHANGE STAGE STAGE AND AND STATUS. STATUS.
Catrin Catrin updates updates the the change change stages stages to to match match the the requirements requirements and and creates creates statuses statuses for for each each stage. stage.
Catrin Catrin adds adds new statuses new statuses for for each each stage stage of of the the change. change. Edits Edits the the change change stage. stage.
CHANGE CHANGE CONFIGURATION CONFIGURATION FEATURE: FEATURE: CHANGE CHANGE SLA. SLA.
Catrin Catrin sets sets the the resolution resolution SLA SLA and and defines defines escalation escalation levels. levels. This This helps helps to to notify notify change change roles roles on on the the progress of the change and maintain the desired pace of the process. progress of the change and maintain the desired pace of the process.
Catrin Catrin adds adds new new statuses for statuses for each each stage of the change change using using the the configuration configuration wizard. Adds Adds new new statuses for statuses for each each stage stage of of planning. planning. Sets escalation rules to to notify notify the the specified specified roles roles should should the the SLA SLA be be violated. violated.
CHANGE CHANGE CONFIGURATION CONFIGURATION FEATURE: FEATURE: CHANGE CHANGE ROLES. ROLES.
Catrin Catrin creates creates roles roles pertaining pertaining to to the the change change in in the the admin admin module module and and provides provides the the required required access permissions. This helps to assign change specific roles to technicians or end access permissions. This helps to assign change specific roles to technicians or end users. users. Restricts Restricts the the role role to to technicians. technicians.
Catrin adds the the change change roles roles required. required. Gives Gives relevant relevant access access permissions. permissions.
Assigns the right right technicians technicians for for each each role. role.
CHANGE CHANGE CONFIGURATION CONFIGURATION FEATURE: NOTIFICATION FEATURE: NOTIFICATION TEMPLATE. TEMPLATE.
Catrin Catrin defines defines the the notification notification template template that that will will be be automatically automatically triggered triggered when when the the status status changes. changes.
Defines Defines the the change change roles roles that that need need to to be be notified notified of of change in status.
Configures Configures the the notification notification template. template.
CHANGE CHANGE STATUS STATUS TRANSITION: TRANSITION: FEATURE: STATUS FEATURE: STATUS ACTIONS. ACTIONS.
To To move move the the change change to to the the next next stage, stage, Catrin Catrin uses uses the the ‘Status ‘Status Action’ Action’ option. option. She She chooses chooses ‘Accept’ ‘Accept’ from the ‘status actions’ dropdown and adds a comment. The status of the change from the ‘status actions’ dropdown and adds a comment. The status of the change automatically automatically moves moves to to the the next next stage. stage.
Catrin Catrin chooses chooses ‘Accept’ in the the status status actions.
Catrin moves to the planning phase phase after after submitting submitting the the change.
Adds Adds a a comment on comment on the the status status change and saves saves it. it.
CHANGE CHANGE PLANNING PLANNING FEATURE: PLANNING FEATURE: PLANNING (Roll (Roll Out Out Plan, Plan, Back Back Out Out Plan, Plan, Check Check List, List, Downtime). Downtime).
Catrin Catrin adds adds the the roll roll out out and and back back out out plans plans for for the the change change to to make make sure sure nothing nothing falls falls through through the the cracks. She adds a checklist for technicians to easily carry out the process of replacing cracks. She adds a checklist for technicians to easily carry out the process of replacing the the printers. printers. She She also also sets sets the the time time period period for for which which printers printers will will be be inaccessible. inaccessible.
Creates Creates a a roll roll out plan out plan and and back out plan.
Sets Sets a a checklist of checklist of things things to to do. do. She She adds adds the the detailed checklist checklist as as an an attachment. attachment.
Sets Sets the the time time for for which printers which printers are are going going to to be be inaccessible. inaccessible.
CHANGE CHANGE APPROVAL APPROVAL FEATURE: FEATURE: APPROVAL, APPROVAL, ADDING ADDING CAB, CAB, SEND SEND FOR FOR RECOMMENDATION. RECOMMENDATION.
Catrin Catrin forms forms a a Change Change Advisory Advisory Board Board (CAB) (CAB) in in the the admin admin module, module, selects selects the the CAB CAB members members in in the the “approval” tab and sends a pre-defined notification template to them asking for their approval. “approval” tab and sends a pre-defined notification template to them asking for their approval.
Associates the CAB CAB with with the the change change and and sends sends it it for for approval. Catrin creates a a CAB CAB for for the the printer replacement replacement change. change.
NOTIFYING NOTIFYING END END USERS USERS AND AND TECHNICIANS TECHNICIANS ABOUT ABOUT THE THE CHANGE CHANGE FEATURE: FEATURE: ANNOUNCEMENTS. ANNOUNCEMENTS.
Catrin Catrin creates creates an an announcement announcement using using the the ‘Actions’ ‘Actions’ drop drop down down box box for for the the end end users users and and technicians. technicians. This will ensure that everyone is updated and are on the same page when the change This will ensure that everyone is updated and are on the same page when the change is is being being implemented. the implemented. The The auto-suggest auto-suggest feature feature also also makes makes sure sure that that end end users users who who have have missed missed the Catrin creates Catrin creates a a announcement don’t log in tickets on issues pertaining to the change. announcement don’t log in tickets on issues pertaining to the change. new new announcement announcement that that will will be be available for end users users and and technicians technicians to to view. view.
Chooses Chooses to to send send the the announcement announcement as as email email to to selected users.
IMPLEMENTATION IMPLEMENTATION OF OF CHANGE: CHANGE: FEATURE: FEATURE: PROJECT PROJECT MANAGEMENT. MANAGEMENT.
Since Since Zylker Zylker has has a a big big number number of of printers, printers, Catrin Catrin turns turns the the change change into into a a project project instead instead of of breaking it down to tasks. She creates a new project titled, “Printer replacement” breaking it down to tasks. She creates a new project titled, “Printer replacement” and and associates associates it it with with the the change. change.
Catrin Catrin creates creates a a new new project project for for the the printer printer replacement. replacement.
Associates Associates the the project project with with the the change in the implementation implementation phase.
CHANGE CHANGE REVIEW: REVIEW: FEATURE: FEATURE: REVIEW. REVIEW.
Catrin Catrin collects collects reviews reviews from from the the CAB, CAB, the the associated associated technicians, technicians, and and the the end end users users and and attaches attaches them as files to the change in the ‘review’ tab. This helps ensure a successful change them as files to the change in the ‘review’ tab. This helps ensure a successful change and and also also serves serves as as references references for for similar similar changes changes in in the the future. future.
Catrin Catrin attaches the reviews reviews to to the the change. change.
CHANGE CHANGE TIMELINE: TIMELINE: FEATURE: FEATURE: TIMELINE. TIMELINE.
At At each each stage, stage, Catrin Catrin checks checks the the status status details details of of the the change change easily easily by by hovering hovering the the cursor cursor over over the the timeline. timeline.
Catrin Catrin views views the the status comments status comments at at each each stage stage easily easily by by hovering hovering over over the timeline.
CHANGE CHANGE CHANGE CHANGE CLOSURE: CLOSURE: FEATURE: CLOSE FEATURE: CLOSE TAB. TAB.
Based Based on on the the reviews, reviews, Catrin Catrin decides decides to to close close the the change. change. This This registers registers the the complete complete closure closure of of the the change. change. She She also also triggers triggers an an asset asset scan scan to to record record the the new new printers printers in in the the asset asset directory. directory.
Catrin Catrin selects selects the the closure closure code and closes the change. change.
Triggers Triggers the the scanning of the newly newly installed installed printers. printers.
Driving a successful change with ServiceDesk Plus. IMPLEMENT
The change is associated with a newly created project and implemented.
REVIEW The implemented change is reviewed and recorded.
CLOSE The change is closed after analyzing the review.
4 2
3 4
PLAN
1
SUBMIT The change is created.
The change is planned with the 6 stages of planning.
ANNOUNCE The technicians and end users are notified of the change by making an announcement.
5 6
ROOTKIT at Zylker Firefighting using emergency change management in ServiceDesk Plus
Zylker under attack!
5:00 a.m.: Scott is a happy guy, kicking off his day listening to cool cool music! music!
SCOTT IT TECHNICIAN
5:10 a.m.:: Scott Scott notices notices something something strange strange in in his his dashboard. dashboard. There There were entries showing multiple failed login attempts.
5:20 a.m.: Scott Scott is is not not so so happy! happy! Finds Finds out out it’s it’s a a ROOTKIT! ROOTKIT!
How Scott handles the issue. II know know how how to to handle handle this! this!
1
Oh Oh wait! wait! Catrin Catrin has has made made it it very very clear clear that that II shouldn’t shouldn’t process process anything anything without an approval! approval!
Scott and sends Scott creates creates a a change change and sends it it for for approval approval from from Catrin Catrin and and the the CAB. CAB. Waits Waits for for the the approval.
2
None None of of the the members members of of the the CAB CAB were were working working at at those those early hours and by the time they responded, it was too late. late.
Emergency changes Handling emergency changes using ServiceDesk Plus
EMERGENCY EMERGENCY CHANGE: CHANGE: FEATURE: FEATURE: CHANGE CHANGE TYPES; TYPES; CHANGE CHANGE WORKFLOW. WORKFLOW.
Scott Scott creates creates a a new new change change type type for for the the emergency emergency type type and and marks marks it it as as a a pre-approved pre-approved change. change. This will allow him to skip the approval stage. Scott doesn’t have the time for This will allow him to skip the approval stage. Scott doesn’t have the time for an an elaborate elaborate change change workflow. workflow. He He modifies modifies the the Emergency Emergency workflow workflow and and sets sets it it to to skip skip a a few few stages. stages.
Scott Scott creates creates a a new change new change type type for for the the emergency emergency change change and and marks marks it ‘pre-approved’. it ‘pre-approved’.
Defines Defines a a quick quick processing processing change workflow for for the the emergency emergency change. change.
EMERGENCY EMERGENCY CHANGE CHANGE SUBMISSION: SUBMISSION: FEATURE:. FEATURE:. CHANGE CHANGE MODULE MODULE
Scott Scott creates creates a a new new change change with with the the emergency emergency change change template template and and workflow, workflow, which which will will allow allow him to skip a few stages for faster closure of the change. The pre-approved emergency him to skip a few stages for faster closure of the change. The pre-approved emergency change change workflow workflow automatically automatically by-passes by-passes the the approval approval stage. stage.
Scott Scott creates creates a a new new change change using using the the emergency template template and and workflow.
The The workflow workflow automatically automatically skips the approval approval step. step.
EMERGENCY EMERGENCY CHANGE CHANGE CLOSURE: CLOSURE: FEATURE:. FEATURE:. CLOSE. CLOSE.
Scott Scott implements implements the the change change and and closes closes it it quickly quickly and and the the issue issue is is solved. solved.
Scott Scott selects selects the the closure closure code, code, adds a comment and and closes closes the the change. change.
ROOTKIT busted With ServiceDesk Plus!
SOLVE CLOSE PREAPPROVE
SKIP
CREATE DEFINE
The emergency change workflow is defined.
The change is created.
The preapproved workflow skips the approval stage.
The emergency workflow moves the change directly to implementatio n.
The change is completed and closed.
The issue is fixed in no time.
What customers say ServiceDesk Plus has been a great decision both functionally and financially. James Arnold Service desk manager Manhattan Associates
100,000+ IT service desks 700,000 IT technicians 185 Countries worldwide
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