We do the same thing using Sysaid. We create a service request from
one SA to another with details of change, cataloged in a category
specifically for changes vetted by a second SA, and then performed and
closed.
gt
On 28/10/2014 4:27 PM, David Lum wrote:
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]>
[mailto:[email protected]] *On Behalf Of *geoff taylor
*Sent:* Tuesday, October 28, 2014 2:49 PM
*To:* [email protected] <mailto:[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]>
[mailto:[email protected]] *On Behalf Of *Kennedy, Jim
*Sent:* Tuesday, October 28, 2014 11:06 AM
*To:* [email protected]
<mailto:[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]>
[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>
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