Service Desk and Charm Concept

Service Desk consists of the following parties

• A Requester
• A Message processor
• Sold to Party (the division/client being charged)
• SAP

Basically what happens in service desk is, a issue occurs, let's say printer not printing out something, so it goes to the message processor, and they raise what we call an "incident". The message processor in turn goes through the solution database and SMP in order to find a solution, if they do, they just send the solution to the requester and that is the end of it. 

Requester -Problem->  Message processor--Investigate in solution db and SMP--Find solution---> Requester --> Record into solution db.

If in the solution db and SMP they are unable to trouble shoot the problem they will go to SAP who will provide the solution and then the message processor will convey the solution to the requester.

Requester --> Message processor-->SAP --> Processor---> Requester --> Solution db.

however if there be a problem that can only be fixed by apply a note, or a SP or some customization, basically something that cannot be resolved without touching the system, then it will result in what we call a "Change". 

Changes are handled by ChaRM, who has the following parties:

• Change Manager
• Requester
• Developer
• Tester
• Change advisory Board
• Technical Admin

A Change must go through the Change manager, to either approve or reject. If he rejects the change does not happen, but if he does approve, it goes through several phases:

1. In Development
2. to be Test
3. Tested
4. CAB approval
5. Production

Each change has a ticket, and each ticket is a record of a request for change, this keeps the transparency in check, it also makes way for paperless approvals.

That's the probably the overview of what Change and incident management is all about. Nothing on the set-up here. Might consider putting the customization later though.