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ITIL Cloud Change Management Software Setup Induced Problem Categories
Define Categories of Problems Caused by a RFC
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 helpdesk is usually the place that first hears about induced problems. When you use eChangeManager with eHelpDesk, the helpdesk can associate a RFC with an incident record. When viewing the RFC, the Change Manager can see all the eHelpDesk incident links and documentation that the helpdesk generated with respect to problems caused by the change. During the post review process, the Change Manager chooses the induced problem(s) that most categorize the change problems. The Induced Problems Report lists all the associated categories; resource time spent and becomes the basis for improving the change process. Enter your own induced problems. Examples are Conflict with existing software, Errors with certain O/Ss, Customers not trained, Customers surprised, Interfered with business priorities and helpdesk not trained. Giva recommends that you clearly define and document your induced problems for consistency between each RFC.
If you are using the standalone version, you will not have the ability to link the RFC to your help desk ticket. Only eHelpDesk and eCM users can run the Induced Problems report and see all the incident tickets associated with the RFC or see how much time was spent "cleaning up" after the change. For the standalone version, the Change Manager must enter induced problems manually from a feedback loop that you create.
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