That's how I handle it for my client. The same mechanism they use to submit Help Desk tickets (SysAid) I create a ticket when I'm making a system change to their systems (patching, upgrades, GPO changes, etc.). It performs double duty as I can then reference that ticket ID in my invoice to them.
From: [email protected] [mailto:[email protected]] On Behalf Of Jason Kirkland Sent: Tuesday, October 28, 2014 12:57 PM To: [email protected] Subject: RE: [NTSysADM] Change Management process and documentation So what process does a small company use for change management? Do you just open a ticket and document in that ticket? I don't think that is adequate enough. I am trying to figure out a proper process for us and also how can I get buy in from other employees. From: [email protected] [mailto:[email protected]] On Behalf Of geoff taylor Sent: Tuesday, October 28, 2014 2:49 PM To: [email protected] Subject: Re: [NTSysADM] Change Management process and documentation 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: [email protected] [mailto:[email protected]] On Behalf Of Kennedy, Jim Sent: Tuesday, October 28, 2014 11:06 AM To: [email protected] 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: [email protected] [mailto:[email protected]] On Behalf Of geoff taylor Sent: Tuesday, October 28, 2014 2:02 PM To: [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] \\ 503.267.9764 (voice/text) www.theitgarage.com It is our policy at Robins Federal Credit Union to never request account information via email. Confidentiality Notice: This e-mail, along with any attachment, is intended solely for the specified recipient and may contain confidential and/or privileged information. Any review, dissemination, copying, printing or other use of this e-mail by persons or entities other than the intended recipient is prohibited. If you have received this e-mail in error, please contact the sender immediately and delete the information.
