IT Service Desk

• UNDER REVIEW May 2025.  
• Asset Category changes Please check in with Bev temporarily.  Change management process for ops teams under review.   Changes must be authorised ultimately by Tamsyn Pascoe, but Hannah Costello if only about supported or Agency.  We should not be handling any Homeownership Asset Category changes - these are done by ops via the Unit Out of Management form.  

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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 Sandra Cannon.
5. Add a comment to the DevOps ticket so Sandra 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: