Sheet BEA-02 · ITSM Manual
Automation & Change Governance
Journey automation, change approval, CAB and freeze windows, and major incident response.
Journeys
A journey is a trigger, a set of conditions and a fixed list of steps. It does the same thing every time it runs. Every journey card states its exception path: the point where it hands the ticket to a person.
The gallery holds sixteen templates. Three are on when a tenant is created:
- Service-request aging escalation notifies the assignee when a request is open past 72 hours.
- New-incident enrichment routes unassigned incidents to the Service Desk group.
- CSAT chase asks the requester for a rating two hours after resolution.
The rest stay off because they need a decision only you can make (such as an approver), a connector you have not set up, or they take actions that are hard to undo, such as closing tickets. Enable a template and fill in its parameters. Change them later with Adjust parameters; runs in flight finish on the old version.
Build custom journeys in the studio. Dry-run each one against an existing ticket before you activate it; a dry run writes nothing and notifies nobody. Every run shows on the ticket it touched.
Change management
A change moves through authoring, a governance gate, CAB approval, scheduling, implementation and review. Beacon suggests a risk band; the change owner sets it. Scheduling checks freeze windows and flags collisions when another change has booked the same configuration item. Emergency changes follow the same record with their own justification step.
Major incidents
A major incident is an incident ticket with extra process on top. The default policy marks a P1 as a candidate for declaration and sets a 30-minute update cadence. The commander assigns roles, sends updates to the stakeholder list and stands the incident down when service is restored. A post-incident review is required, and it creates the root-cause problem.