Change Management

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InfraDesk includes an ITIL Change Management Module that allows your Help Desk to evaluate, prioritize, plan, test, document, and implement change requests through the organization. This module ensures that standardized procedures are used for highly efficient, rapid processing of changes which enables beneficial changes to be made with minimal disruptions to IT Services.

Approvals based on classification of tickets and Configurations Items related to the change request ensure the correct personnel are notified and can plan the change in a way that benefits the user community. Change Calendars within InfraDesk allow the Change Advisory Board to see changes ar a high level and resolve conflicts between scheduled changes.

Features:

• Initiate/Record new change request
• Initiate change request from incident/problem
• Associate multiple incidents/problems to a change
• Define and create Change Advisory Boards (CABs)
• Send for approval to CAB members based on Change ticket content such as change type, risk assessment, etc. (Approval rules)
• Complete audit trail of activity on change including assignments, approvals, work logs, actions and communications
• Notify change owners, approvers, reviewers ad requester on updates to change ticket
• Support for stale items to be picked up by Approver Engine and notify appropriate individuals
• Submit approval decision with comments via Web interface or Email
• Schedule changes
• Process to manage releases and rollouts separate from changes
• Identify potential impacted assets/CIs and services
• Schedule releases
• Seek approval for releases
• Add and assign task for releases