Change Requests
Previously, all IT support requests come under a single umbrella term: incidents (you’ll call them something internally no doubt, like support ticket, request or case). This was used as a catch-all which covers any type of request; from your Outlook not working, to installing new software. With only one request type, it could blur the line between what can be vastly different requests which require different processes to action.
To improve efficiency and clarity, we now split out requests into two types: incidents and service requests.
The difference between the two:
Incidents
These stem from a single unplanned event that causes a service disruption. Think of them as requests within your established environment when something is not working or is broken, like your emails not sending as they should, your mouse breaking, a software program not working or reporting a minor IT issue.
Service Requests
These involve modifications that introduce something new. Think of them as requesting something in addition to what you already had, like requesting a new keyboard or mouse, a new webcam, the installation of new software, new users or password changes.
The process for submitting requests remains the same as what you’ve always known. You’ll simply choose either “Something Broken?” (incident) or “Need Something New?” (service request) on our customer portal and provide the necessary details, as normal.
Introducing Change Requests
When we madethis change, the key difference lied in how we handled your requests, which included introducing a better structure for making changes to your systems, known as change requests. When an incident or service request is deemed a “change request” by our IT Service Desk, they require a more formal process to assess potential risks and ensure a smooth implementation. This is because change requests will alter your IT infrastructure.
Importantly, change requests require your approval before any work is carried out. We’ll highlight any potential risks associated with change requests and our Third Line Customer Experience team will peer-review them internally before seeking your final approval. So that you can make an informed decision about proceeding with change requests, we ensure that you have all of the necessary information to make that decision.
You will receive a report that will explain what we intend to do, why we intend to do it, any risks involved and timescales for implementing fixes if something does go wrong. This ensures a smooth implementation and minimises possible disruptions to your network.
This is an internal process by our IT Service Desk teams within The HBP Group and only requires your involvement at the final approval stage once you have received your report.