HEINZELMANN

Additional Modules

ITIL Change

Support for your change management processes

You want to display change management processes in your helpdesk? Then you should use this module!

HEINZELMANN ServiceDesk allows you to change tickets to problems (if you have the according right).

Those problems can be evaluated by change managers and changed to change requests. Besides, change requests can be applied directly by users.

A ITIL differentiates five phases: Request, Change Manager, Change Board, Implementation and Review.

So HEINZELMANN ITIL sticks to the requirements of “IT Infrastructure Library”. Of course, essential parameters can be set in the different phases.

Requests can be allowed or reasonably be declined. The Change Manager decides, whether the request has to be forwarded to the Change Board or is implemented directly. Change Manager and Board can accept or decline requests. Declined requests can be set to the follow-up list.

The applicant gets constantly informed about the status of his requirement via status monitor and emails.

Change Requests are listed in a seperate list with their own search and filter functions. If the CR status is changed, the email service informs the involved users immediately.

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