Change Management in Service Operations Workspace

When a change to your infrastructure or a business service is required, you can create a change request and track it in Service Operations Workspace.

Figure 1. Change record in Service Operations Workspace

Details tab

This section displays the detailed information of a change request. For information about fields in this section, see Create a change request in Service Operations Workspace.

For information about how you can configure fields in this tab, see Configure a task record form in Service Operations Workspace.

From the Compose section, you can add work notes for the change request.

Change tasks tab

This section displays change tasks associated with the change request. For information about creating a change task, see Create a change task in Service Operations Workspace.

Related records tab

This section provides a list view of the records associated with the change request, for example, affected CIs and outages. You can add a record, create a record, or remove it from the change request.

Contextual side panel

From this section, you can access the following information:

• Record information for the change request.
• Agent Assist and search for relevant records and perform the required actions.

For information about Change Management, see Change Management.

• Create a change request in Service Operations Workspace
  Track modifications to a supported configuration item (CI) by using a change request. You can record information such as the reason for the change, and the change type, priority, and risk.
• Work on a change request in Service Operations Workspace
  Modify a supported configuration item to clear a change request.
• Standard change catalog
  Standard changes are pre-approved, low-risk changes with a proven history of success. The standard change catalog contains the changes that have been approved by the Change Management application as standard changes.
• Create a change task in Service Operations Workspace
  When you need to engage another team or agent for help, create and assign change task. For example, there can be tasks to plan the change, implement the change, and test, and review the work.
• Work on a change task in Service Operations Workspace
  Complete the change task that in turn helps in resolving the associated change.
• Create a Change Advisory Board (CAB) definition
  Create a Change Advisory Board (CAB) definition in Service Operations Workspace to set up recurring CAB meetings for reviewing and authorizing change requests.
• Create a CAB meeting
  Create a Change Advisory Board (CAB) meeting in Service Operations Workspace to review and authorize change requests.
• Conduct a CAB meeting in the CAB workbench
  Start and conduct a Change Advisory Board meeting in the CAB Workbench in Service Operations Workspace to review the agenda and approve or schedule changes.

Related concepts

• Live Agent chat in Service Operations Workspace
• Interaction Management in Service Operations Workspace
• Incident Management in Service Operations Workspace
• Request Management in Service Operations Workspace

Related tasks

• Play a guided tour in Service Operations Workspace
• Add a user-specific quick link on the ITSM landing page
• Create a list in Service Operations Workspace