ITIL Change Management

NetHelpDesk has the capability to look after all of your different call types, and still follow the ITIL standard for Help Desks. This includes Change Management, where the change of something within your organisation needs deep thought, and thorough planning.

Change management begins with the initial request from an end-user or support person. The change request can come from an e-mail message, via the web portal interface or be entered on the new request entry screen in the main interface.

Change Management can involve small changes, to big projects that affect many different areas. Change requests have additional custom 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.

"Change management aims to ensure that standardised methods and procedures are used for efficient handling of all changes. A change is an event that results in a new status of configuration items, is cost-effective, enhances business process, with minimum risk to infrastructure."

Information Technology Infrastructure Library (ITIL) for IT Service Management (ITSM) of Change

"Requests for Change (RFC) can be requested, tracked, approved, progressed and reported on in a forward schedule of changes report. Account for justification, impact, risk, back-out, communication, and testing plans, with definable field and release control data, for thorough reporting."

NetHelpDesk ITIL Compliance Team

Full Change Management planning and transparency

After a valid Justification of the change has been provided, the Impact of the change can be ascertained, and recorded, with a separate drop down menu to choose from, which can be customised, and reported upon. The important Risks associated with the changes can be recorded in a similar fashion. Again, with its own customisable drop down menu to be reported on.

Plans can then be made for the change, and recorded, all in the same place for overview and transparency. The Backout Plan should the change cause business-impacting issues, the Communication Plan of how the project will be communicated to those involved, and/or impacted, and the full Test Plan of steps to ensure all is ok, once in place.

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. This is especially important if affecting a specific asset. Support staff can view the changes made at a site, or by date in order to track down any likely causes of future problems. A list of recent changes can be quickly referred to when a problem arises.

Our product and company has developed over many years based on Customer feedback and requirements, so if there is another way you feel would help you in this area, feel free to speak with us about your ideas. We can usually add in new features quickly, and usually free of charge.

Just contact our team to discuss your requirements. If there are any features you would like to see added to our help desk software, just let us know. See our #ChallengeNHD Twitter campaign for more information.

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