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ITIL :: View topic - Implementation of change logging via the service desk
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Implementation of change logging via the service desk

 
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sTaD
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Joined: Dec 05, 2007
Posts: 11

PostPosted: Thu Dec 06, 2007 1:44 am    Post subject: Implementation of change logging via the service desk Reply with quote

Whats the best way to approach this and what would be my key issues??

Any help would be good?
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UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3318
Location: London, UK

PostPosted: Thu Dec 06, 2007 2:18 am    Post subject: Reply with quote

A little more information would help give a clear and complete information

from your terse question,

the Service desk logs implemented changes

or

the service implementes the logged change
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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sTaD
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Joined: Dec 05, 2007
Posts: 11

PostPosted: Thu Dec 06, 2007 2:25 am    Post subject: Reply with quote

Currently changes are logged by the customer via a tool and managed end to end by the change management team.

how would i approach the implementation of change logging via the service desk and what would be the potential issues?
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kwinston
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Joined: Oct 30, 2007
Posts: 16

PostPosted: Fri Dec 07, 2007 3:59 am    Post subject: Reply with quote

If you have a self-service webpage to your Service Desk, your customers could begin logging their change requests via this instead of the tool they are currently using.

You might want to investigate the possibility of other tool exporting to your service desk an email when a change is logged which will auto-generate a change request.
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