ServiceDesk Plus Snippets: How to move a change forward when the assigned change manager is not available?

ServiceDesk Plus Snippets: How to move a change forward when the assigned change manager is not available?

Let's continue the scenario from the last post. In case you missed the post, head here. Let's  assume that Heather Graham, the change manager, who is responsible for network changes, is on vacation and is not available for a week. The intermittent network connectivity issue is a growing concern and it is not possible to wait until Heather gets back. In this case, here's the best way to move forward with this change,

 

  • As a ServiceDesk Plus admin or a technician with 'SDChange Manager' role, you can reassign the change manager as yourself for the change and verify various parameters of the change with the change requester
  • Authorize the change and move it to the next stage 'Planning' where the change owner documents the roll out and the back out plan for performing the change and moves the change to the 'Approval' stage

 

Without knowing the technical and business intricacies of the change, it is difficult for a change manager to approve the change. In such cases, get feedback from the CAB (Change Advisory Board). Their inputs from a technical and business perspective are valuable.

 

Note:  Change Manager role is for the technicians whereas the change approver role is for any user. For example, the engineering team's manager can be a change approver.

 

Take aways:

  • A change can be authorized by another change manager in the absence of the respective change manager to quickly move the change forward
  • A change manager can decide on a change implementation after consulting the CAB on the various aspects of the change

 

 

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