Change Management

Change Management

Change Management

Business Challenge

In our technology driven age, often changes occur so rapidly that it becomes difficult to Manage. Proper tools and best practices are necessary for managing change. SMART Service Desk Change Management module assists IT Organizations to deploy changes in a controlled way.

Change Management

  • Provides a repeatable standardized methods and procedures for making changes.
  • Helps in making Changes quickly and accurately as per the business needs.
  • Protect Services while making changes – minimize the business risk.

SMART Change Management Supports following activities for managing a successful change

  • Create Request for Change (RFC)
  • Assess and evaluate change
  • Get Authorizations
  • Record Change Advisory Board (CAB) Notes
  • Schedule Changes
  • Co-ordinate and Implement changes


  • Reduced cost of operation.
  • Minimize service disruptions.
  • Improved quality of service.
  • Unified call logging and resolution mechanism for geographically diversified locations.
  • Use ITIL best practices for IT Service improvements.
  • Reduce repeat Incidents using a pro-active approach.
  • Develop Knowledge base, based upon problem solving experience.
  • Enhance the Business unit's confidence and perception of IT Systems.


  • Facilitate recording and storage of Request For Change
  • Customizable workflow features for approvals, assessment, and schedule
  • Automated notification of RFC's to appropriate persons when change status is updated
  • Easily identify the affected CIs whenever a change is made to a particular CI and relations
  • Integration with Service Level Management
  • Plans the change with necessary roll-back plans
  • Auto-assignment, workflow, intelligent routing
  • Ability to have multiple approvers in sequential or parallel manner
  • Ability to record Risks associated with Change and perform complete risk assessments before the change

About Us

SMART Service Desk is an Enterprise level ITSM Solution developed using industry leading best practices and standards such as ITIL Framework, ISO 20000, ISO 27001, ISO 9001, AS 9001 and NIST. SMART Service Desk has marquee customers in number of sectors such as, Government, Banking, Insurance, Oil and Gas, Electronic Retailers, Manufacturing and Educational Institutions And is currently being used by more than Half a Million Users worldwide and was primarily offered in UK, Middle East, South Africa and Australian markets with global development and support center in India.

SMART Service Desk is bringing the product line to Americas market and is now headquartered with new Development and Operations Center in Dallas, Texas along with offices in Canada, Brazil, United Kingdom, South Africa, India and Partner Offices in Philippines, Indonesia, Saudi Arabia, Bahrain, Oman, Qatar and UAE.

We offer SaaS and On-Premise solutions that let you seamlessly Manage Services, Customers and Quality Improvement Programs. Available through any web browser or native mobile apps, our solutions are designed to help you shorten deployment time, reduce risks and lower costs, including support and maintenance expenses.