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Hi All,

I’m walking the very fine line between what I believe to be best practice and what staff want.
In our IT workspace we are using the change ticket type for any changes required to IT infrastructure whether that’s hardware or software. For example, we need to update a piece of software on an individual server or across all devices.

We have a very large number of developers, none are agents and can only view their own tickets. Some have requested be ability to be able to log change requests, but I’m trying to push back on this. I’d like them to log all their requests as regular tickets and if a change is required we (service desk) then log a change request and associate the ticket initiating the change.

How do others handle groups or individuals requesting infrastructure changes through FreshService? Is there anything in ITIL on how best to control this?

 

Thanks!

Conor

What is the concern of having the developers submitting Change Requests themselves?

Allowing developers to submit their own Change Requests can pose risks such as conflicts of interest, lack of oversight, and incomplete impact analysis. Developers may unintentionally prioritize changes that benefit their work over broader business needs, potentially bypassing critical reviews or compliance standards. This can lead to quality issues, inconsistencies in processes, and blurred role boundaries. To mitigate these risks, organizations should enforce peer reviews, maintain clear documentation standards, and ensure separation of duties to balance efficiency with accountability.

Allowing developers to submit their own Change Requests can pose risks such as conflicts of interest, lack of oversight, and incomplete impact analysis. Developers may unintentionally prioritize changes that benefit their work over broader business needs, potentially bypassing critical reviews or compliance standards. This can lead to quality issues, inconsistencies in processes, and blurred role boundaries. To mitigate these risks, organizations should enforce peer reviews, maintain clear documentation standards, and ensure separation of duties to balance efficiency with accountability.

This only applies if there is no approval process for change management.

At our company, everyone in the IT department can raise a change request but it follows a streamlined process where the change manager & domain owner(s) of the affected hardware/software need to approve the change before it may be executed. Changes with a higher impact or risk need to be presented during a CAB meeting for approval. 

Within Freshservice, such approval flows can be set up through the Workflow automators.

Hi All,

I’m walking the very fine line between what I believe to be best practice and what staff want.
In our IT workspace we are using the change ticket type for any changes required to IT infrastructure whether that’s hardware or software. For example, we need to update a piece of software on an individual server or across all devices.

We have a very large number of developers, none are agents and can only view their own tickets. Some have requested be ability to be able to log change requests, but I’m trying to push back on this. I’d like them to log all their requests as regular tickets and if a change is required we (service desk) then log a change request and associate the ticket initiating the change.

How do others handle groups or individuals requesting infrastructure changes through FreshService? Is there anything in ITIL on how best to control this?

 

Thanks!

Conor

Hi Conor,

We allow all agents to create Change Requests.

 

We do this as often the person raising the requests understands and know why they are doing which allows the CR to be raised properly with maximum detail, whereas the Service Desk might not fully grasp why and how this is being done.

 

This will then go through the CAB board with all the information required to make the informed decision. 

Thanks,
Matt

Thanks, that’s what we ended up doing.
All Developers were put into a department and that department can see all change requests from that same department.

 

We do have a strict change management process in place.

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