As I mentioned we being poor just adapted the helpdesk components. But
Sysaid has the real thing, ITIL compliant as well.
https://www.sysaid.com/help-desk/itil-package/change-management
On 28/10/2014 2:31 PM, Dave Lum wrote:
+1 I use cloud SysAid for %sidejob% Help Desk. This list looks like
HelpDesk stuff, not change management, although a few still apply.
*From:*listsad...@lists.myitforum.com
[mailto:listsad...@lists.myitforum.com] *On Behalf Of *Kennedy, Jim
*Sent:* Tuesday, October 28, 2014 11:06 AM
*To:* ntsysadm@lists.myitforum.com
*Subject:* RE: [NTSysADM] Change Management process and documentation
Sysaid is pretty epic, we use it for our help desk. Have not used it
for change management.
*From:*listsad...@lists.myitforum.com
<mailto:listsad...@lists.myitforum.com>
[mailto:listsad...@lists.myitforum.com] *On Behalf Of *geoff taylor
*Sent:* Tuesday, October 28, 2014 2:02 PM
*To:* ntsysadm@lists.myitforum.com <mailto:ntsysadm@lists.myitforum.com>
*Subject:* Re: [NTSysADM] Change Management process and documentation
Ahhhhh!!!!! Run screaming....poke yourself in the eye with a sharp
stick..its better than suggested email.
Here are just some of the reasons:
1) Email does not have a followup and reminder system (automated
notifications of approvals, escalations etc)
2) Email will flood your mailbox and lose site of end goal
3) no prioritization of problems
4) poor history retrieval
5) no solution database
6) no self help for end users
7) no time tracking to report where you are spending your time
8) no incident reporting to see trends.
I have used tonnes (y I'm a canuck) of tools from Remedy to IBM
overkill from good to downright awful and everyone was better than email.
I cannot say enough good things about this tool:
Sysaid
https://www.sysaid.com
We used the free version at a charity for years, and recently ponied
up as we needed more admins to use it. Still dirt cheap. Works as
advertised.
YMMV but stay away from email at all costs
gt
On 28/10/2014 1:09 PM, Dave Lum wrote:
We are defining a new change management process at %dayjob%. The
current consensus is to do it all via email, which for reason's I
can't fully explain gives me fits. I've been asked why not email
and I can't come up with anything more useful than "new engineer
starts and has no way to review previous changes". Kind of a weak
argument...
%dayjob% is a smallish company (~250 employees) that does have to
worry about HIPAA but currently shows no interest in following
ITIL guidelines.
What do you guys use and if not email, why not?
*Dave Lum*\\I.T. Garage
d...@theitgarage.com <mailto:d...@theitgarage.com> \\503.267.9764
(voice/text)
www.theitgarage.com <http://www.theitgarage.com>
