Changes use and comparison to another Helpdesk
Our team is currently evaluating SDP and looking to improve on how we currently do things in comparison with CA's ServiceDesk (which we currently hate).
Currently we use Changes to submit a ticket to initiate work and approvals for software updates. These updates are for in house applications.
Right now when tickets are submitted it is done by the developer and is assigned to the developers group. Based on the category chosen there will be pre defined workflow tasks that require approval or rejection from different groups/individuals before the next task can be completed.
For us, the most important thing to keep is the checks and balances of having approvals being required.
This may just be a shift of how we do things here but I am having a problem grasping the best way to incorporate this in SDP.
I see in Incident Templates there is a section to Add Tasks, but I do not see that option for Changes. I do however see a CAB but not sure if that will meet our needs.
Below is a description from open to close of our current Changes. Any improvement or suggestion to accomplish something similar in SDP would be appreciated.
Hopefully this makes sense:
Currently in our ServiceDesk when a Change Order Ticket is entered in HelpDesk System:
It contains the following information:
Requester
Affected End user
Category name (categories have assigned workflow tasks)
Status
Priority
Impact
Group assigned to
Assignee
Title
Description
Once submitted:
Group and assignee are notified via email
Pre determined workflow is assigned to ticket which involves multiple groups/users
Workflow Tasks: Each Task is either approved or rejected and is dependent on the previous task.
Analyst Review
Approval by CAB
Required documents submitted
Developer to make necessary changes to Software
QA team tests software changes
Approval by Federal CAB
Approval by managerial CAB
Approval by QA Team
Move software to production environment
After last task, ticket is closed.