We have recently rolled out service requests and incidents and are now looking to roll out change.
I am trying to get my head around who exactly should be logging the change requests, what role they would use and if utilising self service is an option.
Initially I thought utilising self service for the submission of change requests would be the best option, then any staff member could request a change. Though after looking at how to give self service users access to change it appears that a self service based request form would be limited with no rich functionality such as the risk tab.
Without using self service I would need to give any staff needing to submit a change request, another role. I thought service desk analyst would be suitable but change is not fully enabled for this role. Then I started thinking about giving these staff change manager role but really think that is over the top.
I understand I can adjust a role or create a new one to suit our requirements. I am just a little confused how front range/HEAT think change should work OOTB. Do they think only a change manager should submit changes, or that all changes from technicians would come from incidents and problems?
Im interested to know what paths you all have taken in terms of who submits changes and what role they use to do this. Any other hints and tips would be great also