Change enablement is a structured way to efficiently handle changes in goals, processes, or implemented technologies within an organization.
The goal of change enablement is to follow standardized methods and procedures to minimize the impact of change-related incidents on service quality and also to improve the everyday operations of the organization.
The first step in change enablement is, of course, identifying the need for a change, followed by categorizing the change and then initiating the change process.
The change enablement process in ServiceDesk Plus consists of 8 main stages, as given in the below image.
A change request, similar to incident and service requests, records detailed information about the change such as why the change had to be initiated, the workflow it will follow, its priority, its business impact, probable downtime, necessary planning, and the like.
The following table will provide you an overall idea of what each change stage within ServiceDesk Plus Cloud comprises.
|
Stage |
Purpose |
Status Involved |
Roles Responsible |
|
Submission |
Decide change template and workflow. Configure change details such as change type, the risk involved, priority, and urgency. |
Requested Requested for Info Submitted for Authorization Accepted/Rejected |
Change Requester, Change Manager, Line Requester |
|
Planning |
Analyze and work out the change impact, rollout plan, back out plan, checklist, and probable downtime. |
Planning In-progress Requested for Info Approved/Rejected Submit for Review |
Change Owner, Change Manager, Change Requester, Change Approver |
|
CAB |
Set up the Change Advisory Board (CAB) that will assess change plans and provide the required approval for the change request to proceed into implementation. |
Approval Pending Approved/Rejected |
CAB (Change Advisory Board), Change Approver, Change Manager, Change Owner
|
|
Implementation |
Implement the change by creating projects and tasks. Estimate and evaluate team activities through work logs and downtime scheduling. |
In-Progress Requested for Information On hold/Backout Completed |
Change Owner, Implementer, Change Approver, Change Manager |
|
User Acceptance Testing (UAT) |
Enable selected users to test the implementation. Stakeholders and clients perform functionality tasks and place their opinion. |
In Progress Pending For Acceptance On Hold Accepted Rejected |
UAT Owner, Change Manager, Change Approver, Change Owner |
|
Release |
Roll out the change and the associated service for the users. |
In Progress Completed Cancelled Failed |
Change Owner, Change Manager |
|
Review |
Evaluate whether the changes have been successfully implemented, and suggests further improvements. |
In Progress Completed (or) Failed |
Change Approver, Change Manager, Change Owner, Implementer, Reviewer |
|
Close |
Associate formal closure code and close the request. |
In-Progress Completed Canceled |
Change Approver, Change Manager, Change Owner, Change Requester, Implementer |