Using an approval workflow, you can specify approvers and customize approval emails for change requests. Conditional workflow steps and variables provide considerable flexibility. Variables also permit access to information captured during the request process.
Design considerations
When preparing approval workflows for change requests, consider the following:
- For resource change requests, do you want to make approval dependent on quota availability?
- When a Service Portal user has permission to manage an organization, they can request changes to organizational services that they don't own — including automatic decommissioning. Do you want to require primary owner approval before any changes are made?
- Does your IT organization adhere to ITIL?
- When can requested changes be fulfilled?
Best practices
Your business policies and procedures should dictate the formality of the approval process for change requests.
