Product Update - February 20, 2026

Service Desk Change Management — structured change request workflow with CAB voting and AI risk analysis

Service Desk now includes a dedicated Change Management module for tracking and governing planned changes to systems, processes, or infrastructure. Teams can submit change requests with risk classification, route them to a Change Advisory Board (CAB) for structured review and voting, and monitor SLA compliance throughout the approval lifecycle. An AI-assisted impact analysis automatically evaluates risk and generates an implementation plan, reducing the manual effort required for change evaluation. This is designed for IT and operations teams that need a formal, auditable process for managing changes without resorting to external tools.

Use case: An IT administrator submits a request to update a critical system configuration. The request is automatically routed to the relevant CAB, members vote on approval, and the AI surfaces a risk summary and suggested rollback steps — all within Service Desk.

Available in: Service Desk → Change Management