Confusion on Standard change process by user

[Kanna12]

In my organization wants to introduce standard change.

Create couple of preapproved templates 

As per SN standards those are standard catalog items. I am able to see those templates in Main catalog items in portal page as well.

From here as well users can request the standard changes.

Users are getting confusing by looking at 2 different locations to create a standard change. When I open any catalog item it is showing submit button directly. After clicking submit button it is taking me into standard page within the portal. After save the changes it is going to sit in change_request page.

Can anyone give me clear idea. Where users usually create standard change, by going into portal or change request page (where we are creating normal/emergency requests.)

My organization asking why we have 2 places to create a change request?

Few users are creating change request from 2 places (portal page and service catalog template page). It is causing dual submissions.

Can anyone give an instruction to clear the process.
Much appreciated!

[AshishKM]

Hi @Kanna12,

The ideal place for change management related work, is the native itil (fulfiller) view.

Portal is mainly for self-service, however the creating CHG record is not for self, its for team to collectively work on it. 

You can update standard change template to different category or disable the current category for portal.

-Thanks,

AshishKM

[Kanna12]

Thank you @AshishKM .

I am trying to inactivate Standard change catalog. It is taking out standard change from portal as well as in backend as well.

If i move into into different catagory. That will aslo vivible in portal right?
If i disable Standard Change. It is gone from portal as well as in template managmnet backend.

[AshishKM]

You have to change the catalogs setting from Service Catalog -> Change Catalog

[Dr Atul G- LNG]

Hi @Kanna12 

Users are getting confusing by looking at 2 different locations to create a standard change. When I open any catalog item it is showing submit button directly. After clicking submit button it is taking me into standard page within the portal. After save the changes it is going to sit in change_request page.

Atul: There are 2 ways to raise the standard change and it depends on the User role. If user has the role of ITIL then prefers to use the Native view but if a user is like the end user then needs to Service Portal to log a change.

Can anyone give me clear idea. Where users usually create standard change, by going into portal or change request page (where we are creating normal/emergency requests.)

Atul: It depend on the process, and i said above the role is key factor here.

My organization asking why we have 2 places to create a change request?

Few users are creating change request from 2 places (portal page and service catalog template page). It is causing dual submissions.

Atul: Dont worry mate, its all about education only. If you explain this reason they will understand,

Can anyone give an instruction to clear the process.
Much appreciated!

Atul: I worked as Change manager and change BPC so sharing this from experience.