Process Requests

You can create a process request from a ticket record (service request, incident, or problem record). When you create a process request from a ticket record, the ticket information is copied to the new process request record in the Process Requests application.

A process request is a request affecting the IT environment that is entered into a process management workflow under the control of a process manager. A process manager provides software controls that ensure adherence to the rules and procedures (the process) designed by the company or organization to safely handle changes that impact the IT environment.

Types of process request include requests that involve changing the IT environment (a request for change or RFC), managing configuration items (CIs), or rolling out new software and related hardware. Process managers that handle these requests include change management, configuration management, and release management. When several process managers are installed, they are integrated to provide a level of coordination between related functions.

The starting point for a process management workflow is a process request record in the Process Requests application. After the process request is accepted by the process request analyst, it is entered into the appropriate workflow, depending on the type of request (Change, Configuration, Release) specified in the process request record. Accepting the request does not mean that the request will be implemented, only that it is approved to enter a process management workflow for further assessment, planning, and possible completion.

For example, a service desk analyst might create a ticket that involves taking a set of servers offline to resolve a problem. The analyst creates a process request and assigns it a type of Change. The ticket information is copied to the process request record. After the process request is accepted by the process request analyst, a change record is created in the Changes application. The Changes application is one of the change management applications used by change analysts and other users to guide the change request through the process required to assess and implement (or reject) the change. The change management process controls include steps to assess the technical and business impact of the change, approve the change, create and schedule implementation tasks, and record data associated with implementing the change, such as time spent and cost.