IT Service Desk

The Knowledge Article that the Asset Management Team will be following: Asset Changes Knowledge Article

We will continue to receive change request forms for the following types of change request, but they will be completed by a member of the Asset Management Team.

• Change of detachment
• Create Block
• Create Sub Block
• Update Asset Type
• Update Existing Address
• Creation of MOFs
• Repurpose Asset
• Remodel Asset

Upon receiving the INC ticket for asset change:

1. Create the CHN ticket as usual, prefixing the title with the type of change from the list above. Assign the ticket to yourself as you will be the requesters point of contact. The Asset Management team do not have access to FreshService.
2. Create the DevOps ticket, assign to yourself (this is until approval is gained).
3. Send the CHN for IT approvals by setting the status to Awaiting Approval. 
4. Once approval is received, update the DevOps ticket to Approved and set the assignee to the member of the Asset Management Team that will be carrying out the change. This is currently only Lisa Tanswell.
5. Add a comment to the DevOps ticket so Lisa knows who to contact to state the work is complete.
6. Once the work complete comment is received, the CHN and INC can be close.
7. On the INC closure, the following people must be included in the response to the requester so that the appropriate actions can be completed by their teams: