The goal of Change Management is to control and manage approved changes. Revelation helpdesk enables you to implement a change management process that allows you to handle pre-approved changes and changes with complete approval cycle.
Initiate Change Request
You can initiate a new change request at any time. The Request for Change is considered based on the Business Impact, Urgency and Priority. The Change plan is formulated to get started with a the change process.
The Change Plan needs to have complete details about the reasons for considering the change, how this change can impact business. The Change Planning stage needs to have following information so that Change Managers and the Change Advisory Board has all the details necessary to make informed decisions.
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Impact Analysis - risk involved in implementing the change
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Rollout Plan - how the plan will be implemented
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Back out Plan - plan to restore things to back to original state if plan fails
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Checklist - List of mandatory items required for the plan to succeed
Change Advisory Board
Revelation enables you to create one or more Change Advisory Boards or CABs using the ‘Groups’ or ‘Queues” feature. Based on the defined change type, you can choose to assign the change plan for approval to the appropriate CAB. Doing so will trigger an auto-email notification to the CAB members and the change will appear in the CAB queue.
Approval from CAB Members
The CAB members meet regularly (usually once per month) to discuss the changes that are submitted for approval.
Based on the change plan and the risk analysis, the CAB Members take a unanimous decision to Accept or Reject a Change Plan. Any change assigned to the board can be closed, returned to the originator asking for more detail or accepted. An accepted change has its hierarchy changed to ‘parent’ so that individual ‘child’ tasks can be associated with it and assigned to different individuals.
Co-ordinate Change Implementation
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Forward Schedule of Change (FSC)
All Approved Changes have to be implemented with minimal service downtime. Revelation helpdesk lets you run reports on Priority, Urgency, by Incident, and Problem counts that helps Change Managers to prioritize and schedule changes.
All scheduled changes will send generic iCal emails so that the approved change steps can be integrated into your existing calendar system. This way everyone will be kept in the loop as to when a particular system will be down for maintenance and when it will be restored.
Implementations
Revelation helps you keep track of important tasks involved in implementing an approved change. The task delegation helps Change Managers to assign tasks to technicians, schedule the task and track task status. The Task works like a simple to-do list and are child request to the change.
Post Implementation Review
The Post Implementation Review helps Change Manager to keep track of the rolled out change to Capture the glitches that happened during the change and improve the process in the future. The review is handled via the built-in survey system.
Keep Track of the Change History
As Change Management involves key business, it is important to maintain clear documentation about the change. Revelation keeps track of the complete change History. This helps to audit changes and get all the information such as, when the change plan was edited, when it was approved, who approved it and what time. The Property View helps you keep a record of all changes for auditing purposes.