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+---- Thread: When should I use Change Management and not Service Request Management? (/showthread.php?tid=14)
When should I use Change Management and not Service Request Management? - admin - 11-06-2021
Change Management record is logged when there is a request for a change in the system. The change can be altering any property of the system like upgrading existing application to new version, integrating with other application etc. It is required to keep a track of what has changed and also to get necessary approvals from stakeholders as it would impact several users and possibly incur costs.
Service Request is usually logged when users need services. That service may or may not need change in the system. If it needs change in the system, another Change Request is logged and associated with the Service Request. The service may need approvals based on the organization policy.
Both Change Management and Service Request Management can have different workflows depending on the process identified in the organization. A Service Request may get serviced if its subsequent Change Request is not approved by CAB (Change Approval Board).