Change Management
Minimizing the impact of change-related activities will improve day-to-day operations.
Change Management ensures that standard methods and procedures are used to handle activities involving services and assets. By adding change management as a tool for the service desk, calls as simple as a request for additional access to those requiring an entire department to be moved can be tracked from start to finish. Frequent requests with similar content can be automated for efficient resolution, and approvals and notifications ensure communication between all involved, as well as an audit trail for any documentation requirements.
Features
c.Support's Change Management functionality includes the following for tracking requests related to services and assets:
- Change record creation from Incident screen, Problem screen, c.Support Desktop, End User Desktop
- Change type - standard (preauthorized), normal, or emergency
- Templates - can be defined in hierarchies
- Configurable status
- Routing
- Escalation
- Audit, work, correspondence, SLA, approval history fields
- Permission functionality for controlling Change-related activities
- Fully configurable notifications
- Ad hoc and SLA-required approvals
- Creation of related Change records in a hierarchy structure
- Numerous predefined reports and views; custom reports can be created using c.Support's SQL reporting feature
