"Day in the Life" Demonstration

IT Change Manager

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Add/Edit Closed Codes

A close code is required when a RFC’s status is closed. Examples of codes are: Successful, Successful with Problems, Unsuccessful, Backed Out and Cancelled. For reporting purposes, the Change Manager must designate one close code as "Successful" and one code as "Backed Out." Selecting the appropriate radio buttons on this screen will set these designations. According to the ITIL® definition, all changes should have a Post Implementation Review to determine if there are any long-term unwanted or undesirable side effects associated with the change. This review also looks at the effectiveness of the change, and checks to see if the user is satisfied with the results of the change. In other words, did we achieve the benefits at the stated cost as documented in the RFC? Upon the completion of a satisfactory review, the change record is closed. Each organization decides the timing to conduct the review, but at least one review must take place.

You follow the same configuration screen and process as in Benefit Values above with Add/Edit Close Codes and all the other configurations to follow. Since all the set-up screens function the same, they are not included in this documentation.

Add/Edit Impact Levels

For the Change Manager to prioritize the RFC, he must look at both the business urgency and business impact. Examples are Major, Significant, Minor and Low.

Add/Edit Waiting Codes

At various stages in the RFC lifecycle, the RFC is waiting for some action to take place before it moves to the next stage in the lifecycle. Giva eChangeManager requires one of the Waiting codes be designated "AWAITING APPROVAL." This means that all planning action is complete and all that is required is approval of the RFC. When the Change Manager assigns a Waiting code that is not "AWAITING APPROVAL," he selects one or more Waiting Codes via a multi-select list.

Examples of other Waiting Codes are Implementation Plan, Test Plan, and Backout Plan. For example, a pending RFC might have a "Waiting Code" of "Test Plan" and "Backout Plan" if the RFC is waiting for the design and inclusion of the test plan and backout plan.

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