How would you suggest doing a change request for a broken laptop

[debwinkelman]

I'm struggling with the change request process on how I would submitt a change request for a replacement laptop from another tech.  Scenero.. Tech A has an incident that turns into replacing a users laptop.  This needs to be fulfilled by Tech B.  I'm struggling what this looks like as a change.  I'm thinking there needs to be a task in the change for the fulfiller.  How does the CI record get updated from the Change?  Looking for a process and what this looks like.  

Any ideas?

[Community Alums]

Hi Deb,

If if it a replacement laptop, you're really looking at a new CI record. I would make this a catalog item rather than a change request. In the request, identify that the new laptop is replacing a broken laptop and go through the process in a manner similar to a device refresh.

Ben

[debwinkelman]

Sorry I should have specified that the replacement laptop is in stock.   I don't have them in a stockroom I just have them labeled in SN as "in stock"  

Thanks

[Community Alums]

That's fine. It can still go through the request process (possibly even generated right from the Incident), that way that laptop is properly set up for the user.

[drjohnchun]

Hi Deb - I'm not sure why you'd involve Change Management for a laptop replacement. Depending on the processes being used, a more typical process flow would be Incident > Request Fulfillment > Asset > Configuration. If Tech B is able to swap out the laptop, Request Fulfillment may be skipped and just update the asset records, which may trigger an update of the CI records.

Hope this helps.

Please feel free to connect, follow, mark helpful / answer, like, endorse.

John Chun, PhD PMP