ITIL ® Change Management Software

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To ensure that services are supplied efficiently, it is essential that any required changes are managed in a controlled way. This not only ensures that an historical record of all changes can be kept, but also minimises any unnecessary disruption to services provided to the most important asset of any company the customers.

Change Management software provides a way to manage and control changes made to assets within the company infrastructure by controlling the way in which these changes are initiated, assessed, planned, scheduled and implemented.

A typical Request for Change (RFC) can arise as the result of a requirement to correct a fault in part of the companies IT infrastructure following the identification of the issue by the Problem Management process. This is just one example of how Change management software can be used; however there are many other reasons why a RFC would be initiated.

Implementing changes to IT infrastructure can be disruptive to business operation and service quality. SupportDesk service desk software enables the effective management of RFC's to significantly reduce the potentially detrimental impact that change can have on a business.

RFC’s can be raised against Incidents, Problems, Known Errors and any Configuration Item, including users, computers and locations. This ensures complete visibility of the people, assets and activities that are giving rise to changes. RFC approval and acceptance follows ITIL best practice methods including the Change Advisory Board (CAB) with notification and voting.

Change prioritisation supports the necessary tasks required for successful deployment of, for example, upgrades or replacement of software, hardware or other equipment. The ability to record information about costs allows for management monitoring, analysis and reporting on the costs and therefore the viability of change.

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