I can totally see that, putting custom templates in is pretty easy in it. From: [email protected] [mailto:[email protected]] On Behalf Of geoff taylor Sent: Tuesday, October 28, 2014 2:17 PM To: [email protected] Subject: Re: [NTSysADM] Change Management process and documentation
Its true it is aimed at help desk incident work but very easy to adapt for change management. gt On 28/10/2014 2:06 PM, Kennedy, Jim wrote: Sysaid is pretty epic, we use it for our help desk. Have not used it for change management. From: [email protected]<mailto:[email protected]> [mailto:[email protected]] On Behalf Of geoff taylor Sent: Tuesday, October 28, 2014 2:02 PM To: [email protected]<mailto:[email protected]> 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 [email protected]<mailto:[email protected]> \\ 503.267.9764 (voice/text) www.theitgarage.com<http://www.theitgarage.com>
