Our change process is pretty 'bare-bone'. In reality we only use a few stages of the change process: Draft, PiP, Sch for approval, Scheduled, and Completed. For us, only IT initiates change requests; and 80% of the time the person who enters the request is the person doing the change. We only have approvals at one stage. Incidents and IMACs are captured on the INC module. In fact, I had to hide numerous fields on the Change form so my users wouldn't get confused. I remember the previous version (6.3) we had had a much cleaner GUI. Although I wasn't developing/administering Remedy back then... I believe this version is geared heavily towards ITIL and we are far from that. In January I will start looking into upgrading to 7.5 or 7.6 and also into connecting SCOM with Remedy, I'm sure my server guys will appreciate that!
Thanks, Marcelo From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Lammey, Peter A. Sent: Thursday, December 03, 2009 12:01 PM To: [email protected] Subject: Re: ITSM Notifications ** Change is much different on its OOB flow from Incident. Its a strict stage by stage process that has it setup so that users have to go from one status to the next , then to the next, etc. It then bases all the notifications to particular roles based on that stage (like these Requested For Notifications when it is scheduled for release or when it has been completed and will notify the Assignee when it is in Planning In Progress, etc.) Incident emails are fired on what I think is a more logical events and events that cover all the typical (or most of the typical) changes to the incident. We have a automated integration to a staging form from an external service request system that will create some of our Change Requests at this Planning In Progress status and thereby notifying the Change Assignee about the new request. Our management is talking about moving that process to incident actually and only tracking IT initiated infrastructure changes (that are discussed at a CAB board) in the Change form. Thanks Peter Lammey ESPN IT Packaging and Automation 860-766-4761 _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:[email protected] ARSlist: "Where the Answers Are"
