Product Features
 Features
Overview
Help
Desk Requests
Site
Diagrams
Service
Status
Knowledge
Base
Change
Management
Service
Level Agreements
Escalation
Web
Interface
Technical
Specifications
|
Change Management
Change management begins with the initial request from a user or support
person. The change request can come from an e-mail message, via the WEB
interface or be entered on the new request entry screen.
Change requests have additional fields defining when the request needs to be
done by. The request can then be put through different status values by
taking actions and routes you define.
For change requests the status is normally set to 'Needs Approval'. When a
change manager authorises this request, the status will change to
'Approved'. After clearance of the change request, a change log entry is
required to be made.
At any point a formal Change log entry can be made. This records details of
the change and separates out the unimportant aspects of a request from the
Infrastructure affecting elements.
Support staff can view the changes made at a site, or by date in order to
track down any likely cause of future problems.
A list of recent changes can be quickly referred to when a problem arises.
|
