The goal of Change Management is to standardize methods and procedures to ensure the most efficient handling of the changes that an organization requires. An effective Change Management process minimizes how changes affect service and improves the reliability and responsiveness of IT services and processes. This improvement leads to a quicker turnaround on changes and reduces unplanned work, rework, and duplicated efforts.
Change Management includes the following key features:
Problems can be escalated to a change request or change requests can be initiated independently.
The Automation rules designer lets you execute actions based on eight potential decision points.
The eight decision points, or rulesets, let you create rules for routing, email, and other actions so that when the ruleset is initiated, the rules execute automatically.
In addition to the eight default rulesets, you can create your own rulesets based on your organization's requirements.
The change approval board analyzes the risk that is associated with the change as part of the process.
Supports multiple change managers, each with their own customized rights to tickets and actions.
All participants review the proposed schedule.
All the plans that are created as part of the Change Management process are stored with the change request and easily accessible to all participants.
Users can consult the Forward Schedule of Change calendar to avoid scheduling conflicts when they plan changes. The Forward Schedule of Change calendar provides visibility into other planned changes, outages, change freeze periods, and holidays.
When the plans are finalized, the change approval board provides final approval, and the implementation task is assigned based on the scheduled date and time.
When a change request is completed, the problems and incidents that are associated with that change request are automatically updated with a resolution and closed.
The Change Management process interacts with the other ServiceDesk processes as follows:
Obtains incident information from the Incident Management process.
Obtains the documentation of the proposed change from the Problem Management process.
Serves as a source of information for future knowledge base articles.