IncidentMonitor™ Change Management Software

Change Management Objective according to ITIL® Service Transition - ST 4.2.1. To ensure standardized methods and procedures are used for efficient and prompt handling of all changes; all changes to service assets and configuration items are recorded in the Configuration Management System; and, overall business risk is optimized.

IncidentMonitor™ Change Management

IncidentMonitor™ Change Management provides the workflow and integration with supporting ITIL processes to allow your organization to get up and running with an industry-proven process in just a few days. For customers requiring support for their own specific workflows and process, IncidentMonitor™ can be easily adapted to support specific requirements. Because of IncidentMonitor™ advanced framework, modification of the change management process can be done in hours or days, not weeks or months.

IncidentMonitor™ Change Management provide

• A 360° view of all ongoing, planned, successful and unsuccessful changes.
• Fully integrated with other processes, such as Release and Deployment and Service Asset and Configuration Management to ensure that all changes are completely vetted, approved, managed and implemented after each mandatory step in the change process is completed. The integration with Incident and Problem Management ensures that your agents can view all active or implemented changes and link Incidents and Problems to Changes.
• When processing Change Management records you are able to view scheduled changes and view a graphical "where am I" view of the change, complete with future steps that are mandatory to complete the change.
• Webforms with custom workflows possibility to present services of changes to your user community
• Webform and email approval options
• An underlying IncidentMonitor™ infrastructure to ensure that the change is routed to the appropriate individual or group for approvals or change tasks.
• Escalations and notifications which are easily configurable to support your specific requirements.
• Change calendar

The Service Management framework enables you to easily design and implement more complex processes including multi-level authorization, voting and risk calculation to name but a few. No one knows change in your environment like you do. We provide you the framework to easily adapt change to your environment - the way you do it!

Some features of the out of the box Change Management process

• Entitlement-based view of changes for both contacts and resources
• Out of box functionality to manage major, minor and emergency changes
• Out of the box workflow to manage multiple levels of CAB involvement based on the type of change
• Multiple approval levels, which is easily configured to support your requirements. The approver can be directed to a secure web page for approvals.
• Change calendar which displays all scheduled changes and provides drill down capability to specific changes
• Graphical view of the lifecycle of the change including all completed and outstanding steps
• Fully integrated with Service Level Management to ensure all OLAs and SLAs are tracked and managed
• Out of box interactive and scheduled reports. Customer-specific reports can also be easily created
• Out of box workflows, which are easily configured to support any customer specific requirements. Supports any combination of serial, parallel or ad hoc workflows
• Integrated auto routing of change tasks and  approvals
• Fully integrated with Release and Deployment Management
• Fully integrated with Service Asset and Configuration Management. Configuration Items (CIs) cannot be changed unless the CI is linked to a change
• Bi-directional integration with other ITIL processes, such as Request Fulfillment, Incident and Problem Management