Service Automation for Change and Task Management

Overview

Change and Task Management systems are important to ensure efficient workflows within organizations.

Service Automation can be integrated to enhance these systems further. This initiative aims to streamline the process of creating and updating Change Requests (CRs) and Tasks by integrating them with Service Automation Workflows.

Service Automation Workflows can be automatically triggered whenever a CR or Task is created or updated. The changes are implemented primarily in the SymphonyAI ITSM platform.

Note

Service Automation already supports Incident Management (IM), Service Request (SR) and Work Orders integration.

Benefits

• Enhanced Automation: The integration supports real-time processing and automation of workflows, making operations more efficient.

• Improved Visibility: The new Orchestration tabs offer clear insights into automation workflows, allowing users to easily track the progress and status of workflow executions.

• Efficiency Gains: Streamlining the process of creating and updating Change Requests (CRs) and Tasks reduces the need for manual intervention, speeding up service delivery.

• Scalability: The system is designed to handle high volumes of tasks and requests efficiently, allowing it to grow and adapt to increased demand.

View and configure Change and Task Management

To view the Change and Task Management module in Service Automation Workflows, perform the following steps:

1. Navigate to Menu > Workflows > Manage Workflows > New Workflow.
   The New Workflow configuration page is displayed.
   

2. In the Workflow Configuration pop-up, select ITSM on Create from the Trigger Event drop-down.
   Select Change Management or Task from the Module drop-down based on the requirement.
   
   Figure: Workflow Configuration pop-up
   

3. Provide all other details and configure the workflow.

   Note

   For more information on new workflow configuration, refer to New Workflow.