ITIL change management

[Teja]

Scenario: Currently, I'm trying to create a Global service desk which manages IT and ERP requests. This contains service requests, incidents and change requests.

ERP : ERP development, there is separate software project which handles development and future release versions.

Change requests: Example a ERP service request comes in , L1 support identifies service request affecting the User interface etc and then it will be changed to change request. 

I wanted to know what would be the next ideal steps to follow?

1. lets say CAB meeting is held and decided will work on this change. Do we need to raise a development ticket like task or story in ERP development project or keep the change request within the service project. If you pick up IT change request - It works differently as everything tracked in change request in service project. 

What is your opinion?

[Pedro Olmo]

Hello @Teja ,

Here I see two possible scenarios. One is that the tasks that the cab approves are created as tasks of the project itself or even subtasks within that change management. I don't see this option as you would have to give permissions on this project for the whole company. The other option is to link tasks from other jira projects to this project where changes are managed. For me this option is the best since you separate permissions for projects with different teams involved.

regards