Change Management Support

• Provisioning of change templates and guidelines for processing
• Management of ITIL compliant roles, permissions and group-definitions to process changes
• Management of status, conditions and logical relations between changes, work orders, tickets, services, configuration items and knowledge base articles
• Tracking and monitoring of current and historic changes and work orders
• Mapping Change Advisory Boards (CAB)

RFC Logging and Review

• Creation of Request for Change (RFC) tickets
• Linking RFCs with CIs, services, FAQ articles and tickets of other types, e.g. problem tickets
• Cross-process access to the underlying IT infrastructure data within the CMDB/CMS
• Assigning additional categorization criteria
• Categorization of changes and prioritization based on predefined rules
• Description of a changes content and intended goals

Assessment of Change Proposals

• Evaluation of RFC's according to risks, impact and hinsichtlich der Risiken, Auswirkungen und chances of success
• Selecting unsufficient RFC descriptions

Assessment and Implementation of Emergency Changes

• Support of a quickest possible evaluation, approval and implementation of emergency changes
• Provisioning of templates to quickly process emergency changes
• Management of permissions to approve emergency changes
• Logging work orders including their logical relations amongst each other
• Provisioning of definitions regarding status, process and logical dependencies between changes and work orders

Change Assessment

• Management of permissions for Change Builders, Change Managers and CAB members 
• Impact analysis support
• Immediate approval of predefined standard changes
• Support of Change Advisory Boards (CAB) to evaluate major changes

Change Scheduling and Build Authorization

• Creation of changes and work orders including planned times
• Graphical overview of changes and related work orders
• Managing permissions to authorize the change plan
• Supporting the evaluation of the change plan and subsequent work orders
• Supporting status changes depending on predefined conditions
• Integrated Change Schedule

Change Deployment Authorization

• Review of relevant change components regarding integrity, plausibility and risks
• Supporting the approval of changes

Minor Change Deployment

• Supporting parallel work order processing
• Logging the actual time required to process work orders

Post Implementation Review and Change Closure

• Status reports regarding changes and work orders
• Supporting Post Implementation Reviews (PIR) to evaluate the processes and success of an implemented change
• Cross-process access to the knowledge base allows to record experiences and resolutions

Audits

• Auditible change and work order history
• Integrated time accounting and documentation of planned versus actual spent times