Change Management and Workflow
ITIL Service Management
According to ITIL, the goal of Change Management is to ensure that standardized methods and procedures are used for efficient and prompt handling of all Changes, in order to minimize the impact of any related Incidents upon service. Over time, effective Change Management improves the reliability and responsiveness of IT services and processes; leading to a higher turnaround of changes and reduction of rework and duplicated effort.
Infra and Workflow Management
The EMC Ionix Service Workflow (Change) Management module is supported by an end-to-end solution that enables development, dissemination and execution of Workflows. Change Management (and other processes such as Service Level Management) are modelled as a series of connected tasks and approvals, which can be used and reused to create requests.
Simple to complex Workflows can be easily created by end-users without requiring any programming skills. Once created, workflows are completely automated - as tasks and approvals are forwarded by the system to the assigned officers or group, recipients are notified via email. Completion of a task or approval results in the workflow automatically processing the request and progressing to the next task or approval.
Figure 1: Example of automated Workflow Management
Workflow development is carried out via a graphical user interface, in which tasks and approvals are dragged and dropped onto the Workflow screen, and connected with linkages to define the Workflow
In any Workflow template, sign-off can be requested from any number of approvers, at any point in the Workflow
Workflows are constructed by selecting from a palette of task and approval types
Once Workflows have been created, they can be initiated as Requests by any authorized officer
Workflow Requests can also be initiated by authorized customers via the Web Portal
Color coding of tasks and approvals in an active Request is used to show how the Request is progressing.
Service Level Management
Service level commitments are monitored and enforced by Ionix Service Manager Service Level Management. Key stakeholders are notified of Requests threatening to breach commitments, with color indicators apparent throughout various request views to ensure the current compliance state of the Request is understood. Service Level Agreements are applied at the Request level, while Operational Level Agreements and Underpinning Contracts can be assigned to the tasks and approvals that make up a request.
CMDB relationship information can be automatically accessed by the Request manager. This allows the manager to assess the potential impact on end-users and the IT infrastructure when a particular CI is taken off-line.
Using the EMC Ionix Service Portal or External Supplier Portal, customers and external suppliers can electronically update tasks to which they have been assigned. From any browser with an internet connection, they can log on to the relevant Portal to indicate that their required work is complete, allowing the Workflow (and therefore the Request) to progress.
Forward Schedule of Change
A comprehensive Forward Schedule of Change is accessible to customers via the Customer Portal. This enables all interested parties to keep track of what Changes are scheduled and manage their tasks accordingly.
In-built Gantt Charting is available, with the capability to export project data to Microsoft Project.