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According to ITIL, the goal of Change Management is to ensure that standardized methods and procedures are used for efficient and prompt handling of all Changes, in order to minimize the impact of any related Incidents upon service. Over time, effective Change Management improves the reliability and responsiveness of IT services and processes; leading to a higher turnaround of changes and reduction of rework and duplicated effort.

infraEnterprise and Workflow Management

The infraEnterprise Workflow (Change) Management module is supported by an end-to-end solution that enables development, dissemination and execution of Workflows. Change Management (and other processes such as Service Level Management) are modelled as a series of connected tasks and approvals, which can be used and reused to create requests.

Simple to complex Workflows can be easily created by end-users without requiring any programming skills. Once created, workflows are completely automated - as tasks and approvals are forwarded by the system to the assigned officers or group, recipients are notified via email. Completion of a task or approval results in the workflow automatically processing the request and progressing to the next task or approval.

Figure 1: Example of automated Workflow Management

Key features:

• Workflow development is carried out via a graphical user interface, in which tasks and approvals are dragged and dropped onto the Workflow screen, and connected with linkages to define the Workflow
• In any Workflow template, sign-off can be requested from any number of approvers, at any point in the Workflow
• Workflows are constructed by selecting from a palette of task and approval types
• Once Workflows have been created, they can be initiated as Requests by any authorized officer
• Workflow Requests can also be initiated by authorized customers via the Web Portal
• Color coding of tasks and approvals in an active Request is used to show how the Request is progressing.

Service Level Management

Service level commitments are monitored and enforced by infraEnterprise Service Level Management. Key stakeholders are notified of Requests threatening to breach commitments, with color indicators apparent throughout various request views to ensure the current compliance state of the Request is understood. Service Level Agreements are applied at the Request level, while Operational Level Agreements and Underpinning Contracts can be assigned to the tasks and approvals that make up a request.

CMDB

CMDB relationship information can be automatically accessed by the Request manager. This allows the manager to assess the potential impact on end-users and the IT infrastructure when a particular CI is taken off-line.

Customer Portal

Using the Customer or External Supplier Portal, customers and external suppliers can electronically update tasks to which they have been assigned. From any browser with an internet connection, they can log on to the relevant Portal to indicate that their required work is complete, allowing the Workflow (and therefore the Request) to progress.

Forward Schedule of Change

A comprehensive Forward Schedule of Change is accessible to customers via the Customer Portal. This enables all interested parties to keep track of what Changes are scheduled and manage their tasks accordingly.

Project Planning

In-built Gantt Charting is available, with the capability to export project data to Microsoft Project.

For more information on our products and services Contact Infra

Infra provides ITIL Service Management and Help Desk solutions including Incident Management, Problem Management, Configuration Management, Change Management, Release Management, Service Level Management and Availability Management software.