Change Management

Change Management (Change Manager)

• Changes are requested and handled as Request for Change (R f C) tickets

• A change is requested.

• The request for change is reviewed and if deemed necessary processed further.

• The change is assessed and categorized based on the impact and urgency.

• The change is authorized.

• The change implementation is planned.

• The change is implemented (ITIL Release Management deals more with the testing and releasing changes into IT production environment).

• After the change is implemented it is reviewed for success and further improvement.

IT Service Support Management Tools

IT Service Support Management Tools (ITSSM Tools)

 " ITSSM Tools offer tightly integrated processes and functions that correlate with the activities of the broader IT support organization. ITSSM tools can leverage a business view of IT services, enabling the IT support organization to better prioritize and quickly resolve or escalate issues and problems, and improve root cause isolation. " - Gartner