InFocus

Updated Change Management Process for Support

Earlier this year we refined our change management process as part of our IT Service Management (ITSM) deployment – the system that manages our Support Requests – transforming how we handle change.

Q1. What happens to my Support Request when I log it?

A1. Each Support Request is firstly triaged and categorised under the following conditions, with the change type driving workflows and timelines accordingly:

The Support Request is then prioritised and assigned to the most appropriate resource to resolve.

Q2. What happens after a change Support Request has been completed?

A2. All changes, whether cloud infrastructure updates, software deployments, or configuration adjustments undergo an evaluation process, including impact analysis, and client approval before being finalised.

Q3. What if I need to escalate a Support Request?

A3. In the first instance, reach out to the Actioning Officer. In the second instance, contact the Support Team Lead, Alek Hillier. If you’re still having trouble, contact your Account Manager.

Written by Alek Hillier and Karen Thompson

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