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Scenario 1—How to Manage Change Orders Using Service Desk, CA Clarity PPM, and Harvest

The following scenario incorporates call or issue management (Service Desk), project (resource or work management (CA Clarity PPM), and software change management (Harvest).

When a Service Desk change order is transitioned to CA Clarity PPM, it is managed as a CA Clarity PPM change order task on an existing project used to model maintenance activities. Service Desk analysts can also transition change orders to Harvest as a new package in a Harvest project where the Harvest manager can manage the new product development.

The following describes the flow of a change order from Service Desk through the default lifecycle in CA Clarity PPM and in Harvest.

In Service Desk:

  1. The Service Desk end-user logs and submits a software issue.
  2. The Service Desk analyst:
  3. Reviews the request and determines whether it should be managed as a possible software problem in CA Clarity PPM.

In CA Clarity PPM, the CA Clarity PPM project manager:

  1. Considers the resource capacity of the CA Clarity PPM change order task, and schedules the task.
  2. Creates the Harvest package.
  3. Monitors task activity and progress using CA Clarity PPM.

In Harvest:

  1. The Harvest manager reviews the resource assignment for the Harvest package.
  2. The assigned resource makes the requested software change and promotes or demotes the software fix through the lifecycle states.
  3. When the software change is approved for production, the package is promoted to the production (PROD) lifecycle state.

In CA Clarity PPM, the CA Clarity PPM project manager, marks the task as 100% complete.

In Service Desk, the Service Desk assignee:

  1. Updates and closes the Service Desk change order.
  2. Notifies the Service Desk end-user.