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In ITIL, change enablement makes sure changes to services, systems, and infrastructure are assessed, approved, and scheduled before they happen, so they succeed without disrupting the people who depend on them. Changes range from routine, pre-approved standard changes to normal changes that need review, and emergency changes that fix an urgent issue. Set a ticket’s to Change to track a change request from proposal to completion.

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When to use Change

Use Change for planned modifications to something other people rely on:
  • Configuration changes, such as firewall rules, SSO settings, or a new mail routing rule
  • Upgrades and patches to shared systems
  • Infrastructure work, such as replacing network hardware or moving a server
  • Policy or process changes that affect a team
Requests for one person’s access go under Access, and routine fulfilment such as a new laptop under Service.

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Set the Change type

In the web app

  • Set Change as the default type on the for this kind of request, such as “Change request” or “Infrastructure change”. See Configure default types.
  • Change the Type property on a ticket, or select several tickets in a list and update their type with a bulk action.
Ask Copilot to set or change the type on a ticket you’re looking at, or to find tickets of this type.

Reclassify a ticket with Copilot.

  • Add an that sets the type, for example: “If the user asks to modify a shared system, configuration, or infrastructure, set type to Change.”
  • Set Type in a workflow’s Create Ticket or Update Ticket action.

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Put Change tickets to work

Collect approvals

Route each change through review with approvals. Use an approval template with one round per reviewer group, such as the system owner and then a change advisory board, and add approvers from a workflow with Add Approvers or Wait for Approval. See Approvals in workflows.
Capture the implementation plan, testing, and rollback steps as tasks, and apply a task template so every change follows the same checklist. Set a due date for the planned change window.
Save a view filtered to Type is Change for your change review meeting, and use analytics to track change volume and how long changes take to complete.
Learn more about ticket types
Last modified on November 12, 2026