"Day in the Life" Demonstration

IT Change Manager

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Add/Edit Rejection Reasons

The Change Manager may reject RFCs for various reasons. By having a rejection reason field, you are able to report on the various reasons and thus improve the change management process. One of the required status levels is "REJECTED." When assigning this status to the RFC, the Change Manager must also enter the "Rejected Reason." Enter your own reasons. Examples include Schedule Conflicts, Insufficient Cause, Budget Constraints, Duplicate Request, and Business Reasons. The Change Manager also describes in detail the reason for the rejection in the RFC history field.

Add/Edit Scopes

Scope is another way to categorize the RFC. Scope refers to the magnitude of the change. Enter your own scope definitions. Examples include Global, Wide Geographical, Subsidiary, Individual, and Local.

Add/Edit Change Categories

The Change Category is a way for you to track and report on the types of changes that you are making. Enter your own change categories. Examples include Hardware Fix, Bug Fix, Procedural, Software Upgrade, Hardware Upgrade, Network Upgrade, and Telecom Upgrade. You might want to take categories that you already use in your incident management system.

Add/Edit Cost Levels

Cost is another way to categorize the RFC. Cost allows a business to track the type of changes and to evaluate the benefits against the cost of the change. Enter your own cost definitions. Examples include Low, Medium and High.

Add/Edit Induced Problems

An induced problem is a problem(s) caused by the implementation of a change. One of the primary goals of the change management process is to learn from mistakes and improve the process. The IT Help Desk is usually the place that first hears about induced problems. During the post review process, the Change Manager chooses the induced problem(s) that most categorize the change problems. The Induced Problems Report (discussed later) lists all the associated categories and resource time spent and becomes the basis for improving the change process. Enter your own induced problems. Examples include Conflict with Existing SW, Errors with Certain O/Ss, Customers not Trained, Customers Surprised, Interfered with Business Priorities, and IT Help Desk Not Trained.

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