Can end user submit Change request?

[Suggy]

Hello,

1. As per ITIL, can end user submit CHG requests?

2. How are you doing it today? (curious to see how you have implemented)

[Musab Rasheed]

Hello @Suggy ,

They can submit change request if you give them access via user criteria but it's not recommended to allow end users to submit change request. Mark my answer as correct if that helps.

Regards

[Sulabh Garg]

Hello

These are the preapproved standard changes which end user can submit if they have the access through user criteria. They wont be able to submit the normal, emergency CR's though.

Please Mark ✅ Correct/helpful, if applicable, Thanks!! 

Regards

Sulabh Garg

[Sajilal · Accepted solution]

As per ITIL standards, business users can raise Standard change request but normal and emergency change are never submitted by business users as it requires to be in constant touch with the change implementers to get the piece of process completed risk free.

A standard change is a special case of a change model and applies to routine changes involving little risk. Standard changes are pre-approved, meaning that they do not have to be reviewed by change management and are typically treated as service requests by the service desk.

Hence ServiceNow also allows Standard change to be submitted by end users but not normal or emergency change which can only be raised from backend and not from the Portal.

Please mark helpful/correct if you are ok!

Thanks,
Saji

[Suggy]

@Sajilal Thankyou!