Operational Activity to a Change in Change Management

Question

Curious how others are handling operational activities in the cybersecurity space — specifically when a review triggers a change.

Our team has started logging preventative activities in Operational Activities, including monthly advisory reviews. When one of those reviews warrants a system change, we need a path into change management so our change control board can review it.

The only route I've found so far is creating an incident off the operational activity and then converting it to a request for change. It works, but not optimal.

Is that the path others are taking? Or has anyone found a better way to bridge operational activities into the change management workflow?

Joost Oostindie · Answer

Following the functional options that TOPdesk offers, I think the path that you desribe is indeed the easiest to follow.

If you want to immediately trigger a change that is created when an operational activity meets certain requirements, you could create a trigger that follows something along the lines of this:

This trigger would be start of an action sequence on operational activities, that posts a new change when the prerequisites of the trigger are met:

The change can be created based on template number or id (see Change Management | TOPdesk API)

This would probably be the easiest way to create a custom solution that meets your expectations.
Hope this helps. If you need more pointers or want a different approach, please let me know!

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