ITSM - ITIL Change Management

ITIL change management improves visibility - bringing assets, configuration items (CI), change requests, tickets and projects together on one configuration management database (CMDB).

Within TeamDynamix incidents, problems, changes, service requests, and projects are all linked – giving you better control and visualization as you build the foundation for true ITIL Change Management.

With technology at the heart of your organization, maintaining a stable IT infrastructure is crucial. But even the most carefully executed IT deployments can fail and lead to unplanned downtime if proper change management  processes are not in place.

ITSM - ITIL Change Management

ITIL change management improves visibility - bringing assets, configuration items (CI), change requests, tickets and projects together on one configuration management database (CMDB).

Within TeamDynamix incidents, problems, changes, service requests, and projects are all linked – giving you better control and visualization as you build the foundation for true ITIL Change Management.

With technology at the heart of your organization, maintaining a stable IT infrastructure is crucial. But even the most carefully executed IT deployments can fail and lead to unplanned downtime if proper change management  processes are not in place.

Home > ITSM > ITIL Change Management

ITIL Change Management Made Simple

TeamDynamix IT Service Management (ITSM) gives you control over the entire IT change process. You can facilitate new technology and maintain the continuity of existing services by using a single ITSM platform to organize and manage the plans, execution, and communication.

The ITSM platform also incorporates CMDB-related functionality to service asset and configuration management, meaning each asset and CI are affiliated and visualized. Change schedules and history can be easily viewed and all requests for changes are tracked.

LINKBANK Takes Ownership of IT Service Management

Reliable IT service management is especially critical in a banking environment. LINKBANK is using the TeamDynamix platform to gain the visibility they need into technical operations and build sound change management processes. They are even using it outside of IT to help with enterprise service management.  

Automation & workflow for change control

Changes can be automatically or manually triggered to follow pre-defined workflows. This allows change tickets (or any classification of tickets) to flow through different steps and activities to include tasks, approvals, and web service calls. These steps can also be configured to run serially or in parallel to match your required process. The workflow builder allows users to create very simple and/or complex workflows depending on the need.

Automation rules and conditional steps can utilize information within the change (such as risk information) to determine what workflow will be assigned or workflow path to follow based on risk. Change requests can be assigned priorities either manually or automatically.

A change can go through the change approval process via a workflow, and those steps can either be assigned to different individuals or groups, or those steps can be further contained and reported on by stage. Task lists may also be applied to requests for change (RFC).

CMDB - IT asset/CI with change management

The TeamDynamix ITSM system offers a single platform approach for asset/CI management and change management – together with tickets, incidents, and problems. For example, you can tie assets/CIs to tickets, users, and change requests. 

The platform supports all the organization’s RFC processes with robust workflows that can easily be built to ensure that protocols are automated, logged, and easily managed in a central location. 

Attributes can be added to change tickets to record the type of change (standard, emergency, normal) and the change ticket can be assigned to one of several possible change workflows to ensure compliance with organizational rules. Change tickets can incorporate the affected asset or configuration items, and any conflicts with existing blackout periods or maintenance windows will automatically be detected and display.

If an asset is associated with a change, a workflow with a web service call can be leveraged to automatically update the asset based on information in the change.

Because we now have a robust help desk application available, we have much more visibility and can plan for our IT needs more effectively.

- Katie Hayes, Project Manager

How are requests for change managed?

TeamDynamix can support all of your organization’s RFC processes with robust, easy-to-build workflows that ensure protocols are followed. These workflows can be used for both routine and multi-level approval processes.

The TDX IT Service Management (ITSM) platform also monitors scheduled changes. When conflicts are detected between scheduled changes and associated configuration items, your staff will see an alert. Notification of maintenance and blackout windows are also communicated to staff to prevent untimely activities.

Change schedules and change history can easily be viewed in several ways within the TeamDynamix ITSM system. You can create as many change calendar views as needed, as well as an unlimited amount of change history reports. This allows you to drill into the exact type of change history information you need. RFCs can be tracked and managed in a project and can be quickly converted to a project with a single click. When converted into a project, you can apply project templates to easily manage the RFC.

Change schedules & communications

TeamDynamix has a calendar view of change events. Technicians can associate staff outside the change process to the change and notify them, they can also manually enter the desired person and send a notification. Staff outside of the change process may also be added as workflow step approvers. TeamDynamix monitors scheduled changes, and when conflicts are detected between scheduled changes and associated configuration items, your staff will see an alert.

Notification of maintenance and blackout windows are also communicated to staff to prevent activities during those windows. TeamDynamix IT Service Management (ITSM) allows you to bulk update tickets

as well as send notifications. In addition, you have the option to cascade updates or communications down to all children’s tickets.

Another advantage is change schedules and change history can be easily viewed within different areas, and you can create as many change calendar views as needed. You can also create an unlimited amount of change history reports, allowing you to have all the change history information you need for reporting and troubleshooting.

Why it is so important to have an ITSM system that also tracks projects?

Nothing is as simple as it appears on the surface. Often what may be entered initially as an incident eventually morphs into a problem. This is not uncommon, and most platforms manage this transformation. 

However, what happens when the problem should really be managed as a project? Conversion of a problem to a project in TeamDynamix is easy because you can easily convert it and stay on the same platform – there’s no need to navigate to a different tool or software. 

Learn more about TeamDynamix Project Portfolio Management. 

TeamDynamix Ranked 1st​ of 17 in IT Service Management

This report used insights from validated users to share why TeamDynamix users are more satisfied and more likely to recommend this solution to their peers and colleagues. Outstanding user reviews rank TeamDynamix ITSM as a leader in the SoftwareReviews’ January 2021 Data Quadrant.

 

TeamDynamix focuses on implementing ITIL best practices in the features and functionality of their product. The product is very customizable even if you don’t have developers dedicated to program customization.”

– IT Director, Mid-Market 

No Coding. No Scripting. No Hassles!

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