IT Change Management Workflow

Do I need IT help to set this workflow up?

No — this is a ready-to-use template, so your workspace can publish it and start running live change requests within minutes. There's no installation step or development project involved, so your team can get going straight away and adjust it as you learn what works.

Can my team customise the steps or tasks in this workflow?

Yes. You can describe the change you want in plain English or edit the steps directly in the workflow editor, whether that's changing the technical review deadline, adding a step, or adjusting who a task is assigned to. Earlier versions of the workflow are kept, so you can see what changed over time.

Who is actually involved in running this process day to day?

The change owner submits the request and later handles the post-change review, the technical reviewer assesses impact and recommends approval or revision, the Change Advisory Board approves or rejects the change, and the change manager and implementer handle scheduling and execution. Each person only sees the tasks assigned to them, and the record's timeline shows what's happened at each stage.

What happens if the technical reviewer asks for changes to the plans?

If the recommendation is 'needs revision', the change owner is sent the reviewer's comments and asked to submit revised implementation, testing and rollback plans. Those revised plans are saved to the record and the workflow returns to the technical review task, and this loop can happen up to three times before moving forward.

What if the Change Advisory Board rejects the change?

If the CAB outcome is 'rejected', the record's status is set to Rejected and the change owner receives an email letting them know the change was not approved. The record retains a full timeline of the review and approval steps that led to that outcome.

Is this workflow suitable for changes that need to be rolled back after implementation?

Yes — after the implementer records the outcome, the workflow routes based on whether the change was successful or rolled back. If it was rolled back, the status is set accordingly and the change owner is notified by email, and the record keeps a note of the outcome and any implementation notes entered.

Do change owners need an account to submit or respond to requests?

No — change owners submit their initial request through a public request form, and any follow-up requests, like providing revised plans or completing the post-change review, arrive as forms emailed to them. They never need to log in or create an account to take part.

Where can I see the status of a change request at any point?

Each change request is a record with its own reference number, current status, and a timeline showing what's happened so far. Table views and dashboards let your team see all requests grouped by status, so you can spot what's pending review, scheduled, or awaiting closure.

Can this workflow send SMS updates instead of, or alongside, email?

Yes, email and SMS are both built into the platform, so notifications like acknowledgements, scheduling updates and closure notices can go out by either channel. A workspace can also connect its own AWS SES, AWS SNS or Twilio account if it wants to send through its own provider.

What gets recorded for compliance or audit purposes?

The record keeps track of status changes, the values entered on each task and form (like impact assessments, CAB decisions, and post-change review notes), and a timeline of what happened at every stage. Each business should confirm what its own compliance or record-keeping obligations require, since this varies by organisation and industry.