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            Change Request Management for IT Services

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            Change Request Management for IT Services

            Change Request Management is a core practice within Agentforce IT Service designed to minimize disruptions to IT services when changes are made to critical systems. A change refers to any addition, modification, or removal that might impact IT services. Use Change Request Management to reduce incidents, maintain compliance, and maintain stability and reliability of IT environments during transitions.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.

            There are three predefined change request types.

            Type How To Use?
            Emergency Change Emergency changes are urgent changes that arise from an unexpected error or threat and require immediate attention. They don’t follow the normal change lifecycle and require quick approval through verbal confirmation, email, or chat. An example is a security patch for a newly discovered vulnerability.
            Standard Change Standard changes are low-risk, frequently repeated, and pre-approved. They follow a documented, approved process and have a history of successful implementation. These changes are predefined in a catalog of templates to make the assessment and request process more efficient. An example is a regular software update.
            Normal Change Normal changes are non-emergency changes that don’t have a defined, pre-approved process. They follow a prescriptive process that includes assessment and multiple levels of approval before being implemented, reviewed, and closed. Normal changes can be further divided into Minor, Significant, and Major types, depending on their impact and dependencies. An example is an infrastructure upgrade.
            • Set Up Change Request Management IT Services
              Get started with Change Request Management to help you implement, track, and manage changes efficiently. Enable the necessary features, assign permissions, and customize fields to support consistent and streamlined change processes for IT operations.
            • Manage Change Requests for IT Services
              Implement service improvements and minimize disruption by managing the complete lifecycle of change requests. Your team can make sure that all service modifications are planned, tracked, and executed efficiently by creating change requests and associating change requests with other records. They can also conduct comprehensive risk assessments and view changes on a centralized calendar.
            • Change Request Dashboard for IT Services
              The Change Request Dashboard for IT Services provides actionable insights into all change requests across the system. The dashboard enables change managers to monitor open and closed changes, track incidents induced by change, review average processing times, and analyze change types and outcomes.
             
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