Halo Service Desk Guides
Documentation to assist with the setup and configuration of the Halo Service Desk platform
"Change Management" is key to any business that is ready to adapt to the ever changing industry they operate in.
In Halo the purpose of "Change Management" is to maximise the number of successful service and product changes by ensuring that risks have been properly assessed, authorising changes to proceed and managing the change schedule.
This is to be done in numerous ways using Halo including setting up a rigorous change management workflow, appropriate approval processes, fully fleshed out ticket types and the staff training to effectively implement changes.
Changes should follow a standard process for best practice and are split into 4 distinct types:
- Standard Changes
A low-risk, pre-authorised change that is well understood and fully documented, and can be implemented without needing additional authorisation. Is often initiated as a service request, but may also be an operational change.
Requires a full risk assessment and authorisation only during creation, or modification due to business change or occurrence of an incident.
- Normal change
A change that needs to be scheduled, assessed, and authorised following a standard process.
Involves change models based on the type of change determine the roles for assessment and authorisation i.e. low level changes require local (team or supervisor) authorisation while high level changes may require board level authorisation.
Initiation is triggered by the creation of a manual or automated change request.
- Major Change
This change has a high level risk or great financial implications for the business.
A full change procedure is required with approvals from appropriate levels of management before proceeding with this change type.
- Emergency change
A change that must be implemented as soon as possible without strictly following the standard process e.g. to resolve an incident or implement a security patch.
The process for assessment and authorisation is expedited to ensure quick implementation, so scheduling and documentation is not a priority.
The change authority may be separate from what is standard or normal practice, typically smaller in number but with greater capacity to expedite approval.
Categorising any change should be one of the first steps in recognising a change, understanding its impact and severity.
Change Management Tab
The Change Management tab is a tab that can appear on a ticket that includes various data fields that are related to Change Management.
This can be selected to appear in all Tickets where the ticket type uses the Change Request ITIL Ticket Type.
This can be enabled or disabled under the Change Management settings in the Tickets Area of the Configuration:
Approval Processes are key to implementing changes and averting risk and negative impacts on the services you provide. They are used to assign the decision of implementing a step in or a change in its entirety to the relevant party. In Halo these can take multiple steps for Review > Decision > Implementation ensuring that the change implemented has been fully considered. Please see our 'Approval Processes' guide for more information.
Agents can view any approvals that are awaiting their decision via the 'My Approvals' button in the left hand navigation column.
They can then choose to approve or decline, and optionally add a note to the ticket.
End users can also access the My Approvals page via a button.
The button must be created and configured in the Self Service Portal configuration page.