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Many small organizations have a help desk solution that permits internal and external users to submit incidents to the IT department. Some of those same organizations also have a completely different process for change and feature requests.
Automating the Change Management Process
The change and feature request submission is manual: a project sponsor prints and completes a Request for Change form and submits it to the change manager. The change manager sorts through the forms, sets priorities, submits them to the IT department for completion, and files them away. This process leaves a paper trail that is hard to track, modify, and report on.