As enterprise infrastructures increase in complexity, the processes and ITSM tools needed to manage them also get more complex

ManageEngine, the real-time IT management company, is bringing a visual change workflow builder to the cloud version of its flagship IT service management (ITSM) software, ServiceDesk Plus.

This change workflow builder includes a drag-and-drop interface with multiple stages, statuses, notifications and actions, such as approvals, all of which can be added as nodes across the life cycle of a workflow. Available immediately, the latest update to the cloud version of ServiceDesk Plus also features programmable custom actions — including tasks, notifications, webhooks and custom functions — for service desk tickets.

As enterprise infrastructures increase in complexity, the processes and ITSM tools needed to manage them also get more complex. This is particularly true for IT change management, where navigating changes becomes increasingly difficult due to disparate processes, outdated ITSM tools, and limited visibility on outcomes.

With all these hardships, many IT teams have decided to bypass IT change management processes altogether. However, poorly implemented changes put business continuity at risk. The solution is to simplify change management processes using flexible ITSM tools that allow IT service desk teams to design change processes of all sizes and complexities with ease and clarity.

“IT change management is all about being in control and managing risks, but too often, IT teams have to deal with rigid and convoluted processes which only make things more difficult,” said Rajesh Ganesan, director of product management at ManageEngine. “The ServiceDesk Plus visual workflow builder now offers broader visibility, deeper insights and better control for IT service desk teams implementing changes.”