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How Other Maintenance Work is Managed

The following process describes how the need for other maintenance work is managed using Service Desk, CA Clarity PPM, and Harvest. This process ties call or change order management (Service Desk), resource or work management (CA Clarity PPM), and software change management (Harvest).

• The request for a change begins in Service Desk.
• The request results in a Service Desk change order for other maintenance work that is sent to CA Clarity PPM as an incident.
• The CA Clarity PPM change manager manages the CA Clarity PPM incident as a standalone issue, converts it to a task on an existing project, or converts it to a new project.
• The CA Clarity PPM change manager determines the scope of the work and determines if the work will be managed as a stand-alone incident, task on an existing project, or new project.
• If the work is managed as a stand-alone incident or converted to a task on an existing project, there is no automatic association back to the Service Desk change order.
• If the work is converted to a project, the association to the Service Desk change order is maintained.