Change Management in Pandora ITSM with Full Traceability and Custom Workflows

With version 106 of Pandora ITSM, a critical feature has been introduced for technology environments operating under security frameworks, regulatory compliance, and efficient management: Change Management. This new module allows changes to be registered, approved, implemented, and closed in a structured way, with full traceability and responsibility control.

New ITSM Feature: Integrated Change Management

Controlling changes in IT is no longer optional. It’s a requirement for minimizing operational risks, avoiding human errors, and complying with standards such as ISO 27001, ENS, or SOC2. Many serious incidents originate from poorly managed changes: urgent interventions without documentation, informal approvals, or tasks that fall outside the scope of operational oversight.
The new Change Management feature in Pandora ITSM structures this entire process. From a single interface, you can define the change, document it, assign it, monitor it, and close it, ensuring that every action is properly recorded. The system is designed to adapt to different types of changes (routine, planned, or critical) and fit the realities of each team: roles, permissions, automations, and specialized teams.

Its complete integration with tasks, tickets, inventory, and projects makes it a natural part of the ITSM ecosystem, rather than a standalone component.

What Can You Do Now with Pandora ITSM?

Change Management is not just a record—it’s a complete work cycle with its own statuses, validations, and rules. In Pandora ITSM, the cycle starts with the creation of a request where you can define key fields such as priority, risk, impact, manager, and responsible team.
From there, the change can include:

• Linked inventory items directly associated with the change.
• Attached files containing technical documentation or approvals.
• Non-billable internal notes, useful for coordination without affecting SLAs.
• Association with specific tickets and tasks, with granular control over time and effort tracking.

Each change follows a defined state flow (New, Authorized, Scheduled, Implement, Review, Closed), with automatic transitions based on task execution. Managers can review the progress at any time, view actual time spent, and audit every step from the Tracker section.

Additionally, you can create reusable change templates, automate notifications based on events, and define change teams with role-based access controls. This allows you to manage everything from low-impact technical changes to critical interventions that require coordination across multiple departments.

Supported Change Types

The system supports three change types, aligned with IT change management best practices:

• Standard Change: Routine, low-risk changes that can be pre-approved and executed without additional review—for example, a scheduled system reboot.
• Normal Change: Changes that require formal assessment before execution, involving planning, approval, and final validation.
• Emergency Change: Critical changes that must be executed immediately due to operational or security reasons, but are still documented and traceable.

The change type defines the initial flow of the process. For example, a standard change moves directly to the Authorized state if created from a template, skipping unnecessary steps while maintaining full traceability.

Automate and Control the Entire Workflow

One of Pandora ITSM’s key strengths is its ability to automate change management without sacrificing control. Some of the core features include:

• Change templates that pre-configure fields like priority, risk, or impact based on the type of intervention.
• Custom states for tasks and changes, with built-in logic and validations.
• Automatic notifications that alert teams when there are pending tasks or required actions.
• Change teams with hierarchical structure, group email notifications, and advanced access control through ACLs.
• Workunits to record exact time spent, link it to tasks, and consolidate it into reports.

This entire ecosystem is managed from the Changes Administration sections, where you can define types, states, priorities, risks, templates, and notifications.

What Makes It Different?

Unlike other tools that treat change as a standalone component, Pandora ITSM fully integrates change management with all key operational processes:

• Linked to inventory, allowing full visibility into affected assets.
• Connected to projects, enabling change tasks to be part of larger initiatives.
• Integrated with tickets, so incidents can generate changes, and changes can be tracked through actual execution.
• Leveraging ITSM’s permission structure, ensuring that no user acts outside of their defined role.

This transforms change management into a true governance and efficiency tool, far beyond basic compliance. The complete log of actions, decisions, tasks, and time spent allows teams to pass audits, evaluate performance, and continuously improve control over the technical environment.

Closure

With this new feature, Pandora ITSM brings change management from theory into real operational practice. It’s no longer about filling out a form or logging a task in a shared Excel file. Every change is controlled from start to finish, with roles, validations, documentation, and monitoring—all fully integrated into your organization’s actual workflows.
In environments where compliance, traceability, and service stability are critical, having a solution that automates, logs, and controls changes is not a competitive advantage—it’s an operational necessity.
Available starting with version 106.
You can find more details in the official Pandora ITSM documentation or log into the console and explore the Changes menu.