Overview: Connector for CA Unicenter® Service Desk and CA Software Change Manager for Distributed › Connector for CA Unicenter® Service Desk and CA Software Change Manager for Distributed Flow Overviews › How the Change Order Management Flow Works › Scenario 2—How to Manage Change Orders Using Service Desk and CA Clarity PPM

Scenario 2—How to Manage Change Orders Using Service Desk and CA Clarity PPM

The following scenario ties request/change order management (Service Desk) and resource/work management (CA Clarity PPM). In the following scenario, a Service Desk change order is converted into a CA Clarity PPM change order task on an existing CA Clarity PPM project.

In Service Desk:

1. The Service Desk end-user enters a software request using Service Desk.
2. The Service Desk analyst:
   • Reviews the request and determines its disposition.
   • Converts the request to a change order representing the demand for a software fix to be managed in CA Clarity PPM.
   • Creates a CA Clarity PPM change order task that will be tracked on an existing CA Clarity PPM project.

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

1. Evaluates the resource capacity of the CA Clarity PPM change order task, and schedules the task.
2. Monitors task activity and progress using CA Clarity PPM.
3. Marks the task as 100 percent complete.

In Service Desk, the Service Desk assignee:

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