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

[Teja]

The change management is only handled by certain people here. There are acting as L3 support.

Do you want me to raise ticket in development project and link the planned change request to the development ticket?

[Pedro Olmo]

Hello @Teja ,

In my opinion the best option would be to link the ticket from the development project with the project that contains the ITIL change process.

This is better because otherwise you would have to add all those L3 people with permissions to your ITIL project, and every time you bring more teams on board, you would have to keep granting them access.

Regards

[Teja]

That's correct. We cannot grant each every one as JSM license.

I have question: If a service desk ticket been logged, that turns to be change request - Now it is planned and at implemented stage. If one resource working on the change request which is planned. If there is L3 escalation ticket. As a service delivery manager how can I know this resource is full and I need one more resource from L3 escalation support. Where I can go and check the resource availability based on the service project

[Pedro Olmo]

Hello @Teja ,

Which tool do you use for planning? Personally, I use Tempo Capacity,or Allocaty app which provides visibility into any resource’s workload, both at the workteim or project level.

App Capacity here: Capacity 

App Allocaty here: Allocaty 

Regards

[Teja]

Here is the confusion, In service project , a ticket came in and it works with SLA. Now lets say I'm working on that ticket. How the allocation works in tempo and allocaty. 

Recently I started exploring Saviom which is a on prem software. 

Please provide me example.

A service request logs and L1 support picks up . Who is responsible for allocation estimating efforts for these tickets.