Sunday, July 15, 2012

Give Standard Changes to Someone Else

Change TemplateYou now have another feature at your disposal for optimizing your organization's request fulfilment process. This new feature lets you select the person who will be held accountable for coordinating the workflow of a standard service request. Before this feature was released, the change manager of the affected service was always assumed to be responsible. By default this will still be the case, unless you select someone else in the request template.

When could this be useful?

Let's say that Tom is the change manager for the Personal Computing service. He coordinates the selection of the most appropriate PC models for his organization and ensures that the standard PC images are maintained for these models.

Service record
To optimize the support for the Personal Computing service, Tom prepared a number of change templates. One of these is a simple workflow for moving desktop PCs. He asked the service desk manager (Krish) to link this change template to a request template. This makes it easy for an end user to submit this type of request using Self Service.

So now a change gets generated every time an end user asks for a PC to be moved. The workflow of such changes are automatically started when this happens and if all tasks are completed successfully, the change will be closed out and the end user receives a notification that the PC has been moved. All this happens without Tom having to get involved.

However, when a task cannot be executed (e.g. because the wall outlet at the PC's new location is not patched) Tom will receive a notification. That allows Tom to add a task to the implementation plan for the network team before he kicks off the workflow again.

But let's say that Krish (the service desk manager) tells Tom that the service desk is more than capable of handling such simple changes, even when they require the intervention of a change manager. Tom likes this idea, as it would allow him to concentrate on the more strategic changes for the Personal Computing service. So Krish specifies himself as the change manager in the "Move desktop PC" request template.

Request template for standard service request
The result is that when the move of a desktop PC is not going smoothly, Krish will be notified rather than Tom. Krish can then adjust the workflow without having to interrupt Tom.

Standard change
As you can see, this is really easy to configure. What's even better is that it also works when the service desk is outsourced. If Krish worked for an external service provider he could still act as the change manager for certain types of changes from Tom's organization.