SysAid Change Management
Software

SysAid’s ITIL-aligned change management capabilities help you to assess the risk of every change in advance, and use the change management approval process to ensure that all changes are in line with your change policy and business strategies before they are executed.

Use SysAid’s change management software to help those involved in the change management process achieve what ITIL defines as the objectives of change management:

• Responding to changing business requirements while maximizing value and reducing incidents, business disruption, and re-work.
• Responding to the business and IT requests for change that will better align IT services with business needs.
• Ensuring that all changes are recorded and evaluated, and that authorized changes are prioritized, planned, tested, implemented, documented, and reviewed in a controlled manner.
• Ensuring that all changes to configuration items are recorded in the configuration management database (CMDB).
• Optimizing, and reducing where possible, the overall business risk.

If ITIL’s change management best practice isn’t right for you, then easily configure the out-of-the-box change management process with SysAid – tailored to your organization.

With SysAid’s change management, all changes follow your company’s agreed change management policies and chain of approval process to ensure that all affected parties can consider the implications of the change before it occurs.

To ensure that all the necessary change and risk information is available to these decision makers, workflow templates outline the order in which each change action item occurs, and each item can be made dependent upon the action that occurs before it.

For example, if the CIO is responsible for final approval of a non-standard change, the CIO will not receive a change notification for action until after all the other members of the change team, or change advisory board (CAB), have completed their tasks. A full audit history of the authorizations and approvals during the workflow is available for later review.

SysAid’s change management is preconfigured with both basic and advanced change templates to help you quickly plan, consider, approve, and execute changes. All change templates are fully configurable to suit any change scenario in your organization, and you can create an unlimited number of change templates to support both simple and complex changes. With custom workflows, you can also divide complex change processes into systematic parts and activities for key change contributors.

• Enter all change activities and assign the activities to those who will carry out the tasks.
• Set targeted notes, action items, and automatic change notifications for different personnel.
• Permission-based workflows ensure that change details are only accessed by authorized participants.

IT changes do not occur in a vacuum. They normally have implications for the non-IT employees (and their processes) and often require their participation too.

SysAid’s change management makes it easy for you to increase the transparency of your change processes so that anyone within your organization can contribute to a successful change when needed.

• Involve all interested parties via the change management workflows.
• Keep your CAB fully informed with change-overview PDFs, detailed notes, and change notifications.
• Those involved can participate in the change management process via the Self-Service Portal.
• All assigned IT personnel can easily participate in the change process and act when their part of the process is due.

SysAid’s change management is fully integrated with the SysAid ITSM suite to help you easily transfer data and knowledge between people and processes. Key examples are:

• Service desk: Changes are connected to the corresponding incidents and will automatically update the ticket as the change progresses.
• CMDB: Easily see if a particular configuration item is involved in a change and visualize the potential business impact.
• Problem management: Link problems to the changes that caused them.

With SysAid CMDB, it’s easy to visualize the relationships between your configuration items (IT assets, services, etc.) and to predict the business impact of any change before it is agreed to. With this information, you can better assess the risks of the change and schedule changes to be executed at the best possible time.