Industries are always changing to grow. Every organization faces the challenge of making big changes smoothly and with as little risk as possible. One smart way to do this is by breaking down complex changes into smaller, more manageable and controllable parts. In this blog post, we’ll talk about this idea of breaking things down, specifically utilizing the helpdesk solution and linked tickets, and see how it can make a big difference in managing changes across different industries.
Example Scenario:
Let’s consider an example where a team is tasked with implementing a major system upgrade. Instead of tackling the entire upgrade as a single entity, the team wisely breaks it down into smaller tasks and pre-changes. Using SteadyPoint’s helpdesk, they create tasks and issues, linking each element to the overarching change request.
Implementation Steps:
- Create a change request ticket
To start the system upgrade, we create a ticket in the “Change Requests” request type. This ticket has all the big goals, reasons why we’re upgrading, and the good things we expect from it. It’s like the roadmap for the whole upgrade process.
- Create IT tasks tickets
Tasks that are important for making the upgrade work well are created in the “IT Tasks” request type. These tasks are split into two parts – things that need to be done before getting approval and things that come after. This ensures a well-planned process. Tasks may include coordinating with teams, backing up the system, identifying potential risks, and checking hardware and software compatibility.
- Assign tasks to different IT people
Each job in the “IT Tasks” request type is given to a specific IT person, matching tasks with what each person is best at.
- Connect tickets to the main change request
Create a connection between the task tickets and the main change request. This connection makes a clear link between the smaller tasks and the main change plan. It helps us easily follow and coordinate everything smoothly.
- Approval depends on tasks
Before saying “yes” to the big change, we need to finish the linked tasks. This makes sure everything important is done before we give the approval.