The Analysts are the Single Point of Contact between End Users and the IT Service Management of the organization. They are the first contact in an organization for any and all IT questions. The CRs raised by the Change Requesters are assigned to the Analysts who take appropriate actions on the CRs at each phase of the Change Management cycle.
You, as an Analyst, can perform the following actions in the Change Management module:
- Create Change Records (CRs), see Creating Change Records
- Authorize and Approve CRs (Authorizer or CAB members), see Approving Change Records
- Create Tasks for CRs, see Creating Tasks for Change Records
- Log defects for the CRs, see Logging Defects
- Schedule CAB meetings, see Scheduling CAB Meetings
- View or update CRs, see Viewing List of Change Records (CRs) or Analyst Dashboard
- View or update CRs assigned to your Workgroup or to you, see Viewing List of Tasks