Your customer wants to add another level of approval for changes relating to the Service SAP Enterprise Services. What should you do?

Adding a new Decision to the Normal Change Approval Policy is the most appropriate action for implementing an additional level of approval specifically for changes related to the Service SAP Enterprise Services. A Decision within a Change Approval Policy allows for the inclusion of various criteria and conditions that dictate how approvals are processed. This means that you can incorporate specific conditions that apply only to changes associated with the SAP Enterprise Services, thus ensuring that all such changes undergo the necessary additional approval.

This approach aligns with best practices in IT Service Management (ITSM) as it maintains a clear structure for approvals while allowing for flexibility in the process related to specific services or change types. Furthermore, adjusting the existing policy rather than creating an entirely new policy or workflow ensures that there is a centralized and coherent process that team members can follow, reducing confusion and streamlining the approval operation for changes.

By choosing this option, you effectively leverage the existing framework, fostering consistency in your change management process while accommodating the specific requirements of your customer concerning SAP Enterprise Services.