"Day in the Life" Demonstration

IT Change Manager

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Add/Edit Priority Codes

Priority is composed of two factors: business impact and business urgency. It is the Change Manager’s responsibility for assigning the final change priority. The Priority Code is the most important categorization given the RFC. It is a measure of the business criticality of an incident. It is often equal to the extent to which an incident leads to distortion of agreed or expected service levels. Giva eChangeManager notifies different people based on priority codes. To make sure that Giva eChangeManager sends proper notifications, the Administrator designates one code as "URGENT" in the set-up.

According to the ITIL® definitions,

• Minor – The Change Manager simply reviews and approves minor changes. So that the change process does not become a bottleneck, there is no delay or review required by the CAB.
• Significant – A significant level of impact or resources is required. CAB assessment includes infrastructure impact, resources, and scheduling. Change Manager approves with CAB input.
• Major – The RFC has a major impact or cost. The Change Manager sends to the CAB. CAB assessment includes infrastructure impact, resources, and scheduling. Change Manager approves with CAB input.
• Urgent – Urgent impact affects the business now. The Change Manager sends to the Emergency Committee (EC). The EC considers the risk, cost, resources, scheduling, and the impact of not implementing the change. Change Manager approves with the blessing of the CAB/EC.

Add/Edit Risk Levels

This category indicates the probability of problems associated with implementing the RFC. Enter your own risk levels. Examples include Major, Significant, Minor, and Routine.

This now completes the Giva eChangeManager setup. You are now ready to use Giva eChangeManager for automating your change processes.

Summary

Giva On Demand Software Option or Locally Hosted

Giva eChangeManager is offered either as software that you can install locally on your infrastructure or as a hosted, software-as-service application through the Giva On Demand Software™ option.

The Giva On Demand Software option:

• Delivers high application availability and reliability
• Provides you with full control over application administration and ability to customize applications to meet your unique requirements
• Leverages IT resources, allowing your IT team to manage other, mission-critical systems
• Provides redundant power and network connections, back-up, physical and network security, and 24 x 7 x 365 monitoring, operations and administration
• Transmits service management network traffic over the public Internet, rather than on more expensive leased line WANs
• Dovetails with disaster planning and simplifies business continuity issues by minimizing applications hosted on-site

With the Giva On Demand Software option, you no longer need to purchase, manage, maintain, or upgrade:

• Application, database, and Web servers
• Database, Web server, and reporting (e.g. BusinessObjects™ Crystal Reports®) software
• VPN or other telecommunications equipment

The Giva On Demand Software option allows you to minimize upfront capital expenditures and reduce headcount requirements for set-up and on-going maintenance.

Additional Information on Giva Service Management Suite™

To speak with a business development professional about how the Giva Service Management Suite™ can help you reduce costs, speed issue resolution, and increase customer satisfaction, call +1.408.260.9000 today.

Giva Worldwide Headquarters
Giva, Inc.
1556 Halford Avenue, #102
Santa Clara, CA 95051
USA
Tel: +1.408.260.9000
Web: www.givainc.com

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