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Service
Desk Software |
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The Novo Service Desk supports change management
"Best Practice" processes and procedures for
efficient and prompt handling of all changes to controlled
IT infrastructure.
Effective Change Management can ensure approved methods
are utilized, and appropriate processes and procedures are
used for all changes. The Novo Service Desk will
facilitate efficient and timely handling of all changes,
and maintain the proper balance between the need for
change and the potential detrimental impact of changes.
Best Practices:
Change Management Processes
 
Registration and
Classification
- Use Customizable Form
Templates to register the initial Change Request (RFC).
- Designate Key Data related
to the specific nature of the change being requested.
(Novo User Defined Fields allow for flexible field
creation as well as customizable drop-down values,
date fields, free-type fields, etc).
- Select Category or
Sub-Category to reflect the type of change being
considered.
Monitoring
and Planning
- Search for and
Associate Configuration Items which could be
impacted or may be potentially at risk by the specific
change being requested.
- Associate other
RFC problems / incidents to this request for easy
access by reviewers or other staff members involved in
the workflow process.
- Assess and Minimize
the Risk a change could have on the continuation
of business services/functions through a relational
configuration map/report (showing relationships
between business functions, systems, components,
etc.).
Approve / Deny
- Funnel Request for
Changes (RFCs) to appropriate team members through
flexible multi-level work flows. Changes can be
reviewed for approval at various levels up and/or
across your organization to ensure the change is
warranted, that sufficient risk assessment has been
conducted, and that it is in line with business
priorities of the organization.
- Define Automated
Custom Workflows in advance or "on the
fly" in order to track a Request for Change all
the way through to post implementation review.
- Update RFC to
reflect the current status of the request. Admin staff
can set priorities, add notes or update key fields
throughout the approval workflow process.
Implement
/ Evaluate
- Obtain
end-user/customer feedback via email before a
change is made to ensure it addresses the problem
appropriately (Novo system automatically adds notes to
the RFC and/or web interface).
- Create Detailed
Documentation for post change assessment using the
Novo Knowledge Base component of the software.
Information will be fully searchable and can be used
to help determine best course of action for future
similar change requests.
- Create and Analyze
Data with detailed custom-built reports using the
Novo Custom Report Builder Wizard.
- Track Changes in
policies, Disaster Recovery plans and other
documentation through document version control.
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