"Day in the Life" Demonstration

IT Change Manager

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The Change Request Life Cycle

Creating a Request for Change (RFC)

From the Giva eChangeManager home page select Submit New Request for Change hyperlink or the New Request tab at the top of any page you can create a new request.

Fields to complete:

In order to make the Change Manager’s job easier, Giva eChangeManager requires that the person creating the RFC completes the following fields. After all, who knows more about the change requirements than the person creating the RFC?

• Categorization fields – With simple dropdown menus, the following fields define the RFC: Priority, Scope, Risk Level, Impact Level, Service Group, Change Category, Cost Level and Benefit Level.
• Requester’s name – This defaults to the person logged into the session. You also can pick from a list of names (Users).
• Description – This is where the RFC creator documents all details of the change. The change description is what the Change Manager reads and makes decisions about approving or not approving the change. The goal is for the Change Manager to understand everything about the change so that no additional communications are necessary.
• Customer Affected – When the change is for a single customer, enter the name in this field. Begin typing the name or select from the drop down menu. The "quick find" data entry box will help you find the customer’s name quickly.
• Other Customers Affected – When there are multiple customers affected, enter their names in this field. As an alternative, you could indicate "All the HR Department," or "Third floor building A." All customers affected appear on the Forward Scheduled Changes Report that the helpdesk uses to know about changes. When a customer contacts the helpdesk, the agent can easily associate customers with changes by consulting this report.
• Business Line Manager – When this field is completed, Giva eChangeManager automatically sends change notifications to the manager. The "quick find" data entry box will help you find the business line manager’s name quickly.
• Requested Date/Time of Change – The Change Manager uses these fields to determine if there are possible scheduling conflicts.
• Add Attachments – For most routine changes, IT organizations develop a Standard Operating Procedure (SOP). For example, you might have an SOP for installing an external hard drive or for upgrading to Office 2000. The SOP includes the implementation plan, customer-training and helpdesk-training plan, testing plan and backout plan. For complex changes, project plans provide the detail documentation. Giva eChangeManager allows you to simply attach these documents to the RFC using the "Add Attachments" hyperlink saving time that it would take to type the same material into the Description field. For standardizing the change process, Giva recommends that you develop standard templates for implementation, testing and backout plans.

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