Change Management

Ensure IT service management at every level within your organization
Problem management process flow

Own Your Organization’s Change Management Processes

Change in organizations of all sizes is a complex process that requires deep planning, organizational transparency, and clear communication if they are to succeed. Change Management aims to define standard procedures for managing change requests in an agile and efficient manner to drastically minimize the risk and impact a change can have on business operations. The ITCC Change Management module empowers your team to integrate new software, processes, and workflows into your organization, and manage changes as they are adopted across the company while delivering significant cost savings.

Our change management module guides you throughout the process, to minimize downtime, reduce costly errors, and ensure consistency throughout the organization.

Change Management Tracking That Puts Your Agent in Control

Our IT platform’s Change Management module was designed to put your agent in control, with a set of tools designed to deliver ROI while ensuring the organization embraces the change ahead.
Manage ITIL Change Management Processes

Managing change within the organization begins with a request for change. The system is capable of defining standard, normal, and emergency changes, all within predefined ITIL-based standard attributes. 

  1. Standard change – Impact on business is low/minimal risk. These changes have been pre-authorized by the change management board and have an established procedure in the organization.
  2. Normal change – Impact on business can vary between low and high. These changes must go through the normal approval process.
  3. Emergency change – performed when something is currently broken in the system. Emergency changes have a high impact on the organization and will always be classified as the highest priority. The approval process is short and minimal.

You can configure workflows based on organization-defined rules, which enables both automation and form completion. Escalations can be automated as well, using standard and custom rules. 

The module integrates seamlessly with other modules in the ITCC platform, making it easy to manage change records relating to problems, incidents, and service requests. Additionally, it is open to third-party integrations through our optional APIs. 

Planning & Scheduling

Change Management’s rich set of visual scheduling tools enables you to track operations through dynamic calendar and Gantt project views. 

Through the color-coded planning and scheduling tools, change management teams can perform impact assessments for the proposed changes, based on CMDB relations and the affected CI properties. 

The system includes automatic risk calculations based on risk-matrix templates and helps prevent conflict by communicating changes to the impacted groups. 

Define workflows for approvals, tasks, and notifications that are based on either change qualifiers or organizational responsibilities. 

All planning and scheduling calendars can be easily integrated into MS Outlook, iCal, or other supported calendar applications. 

Change Advisory Board (CAB) Management

The system includes built-in CAB management tools, enabling change advisors to better manage the process.

The module includes the ability to define CAB schedules and customize rules for planned change submissions based on that schedule. The CAB stages are embedded directly into the overall change flow.

CAB approvals and rejections are captured through the system, creating a record for management to review if needed, and CAB notes are saved within the change request, providing full transparency into decisions that were made.

Meeting summaries are automatically distributed to relevant members on the distribution list, using an HTML email template.

Analysis, Reporting, and Insight

Our robust reporting dashboard ensures that management has a clear view into the successes accomplished by the change management team.

Create standard or custom reports, which can be either automatically generated on a preset schedule or published on an as-needed basis.

Reports allow users to analyze change classifications, category trends, configuration items, and repetitive trends, so you can measure progress and improve your change management process.

ITCC Change Management Organizational Benefits

Organizations that utilize the ITCC Change Management module quickly see a drop in disruption emanating from change. Operational teams are better prepared, resulting in a reduction of unplanned downtime and unforeseen disruptions. The visibility provided through the scheduling and planning tools, automated reporting, and workflows enables change to progress quickly through an organization. It further reduces disruption to operational teams, allowing them to maintain their performance levels.
incident management module
Integrated Asset Management

Built-in Features Change Management Tools

Like all modules within the ITCC platform, Change Management includes features a robust toolset that facilitates communication, simplifies use, and makes it easy to track progress at a glance. 

  • Chatbot – Open tickets, asset requests, or get support using a natural language conversational chatbot
  • Analytics Dashboard – Create custom dashboards that show progress and raise flags when milestones are missed
  • IT Integrations – Central integration hub to connect with third-party applications, including Oracle ERP, SAP, email platforms and more, to create end-to-end digital workflows
  • Mobile – Mobile-friendly allows users to stay on top of projects even when they are on the go
  • Global Support – ITCC provides 24-hour “follow the sun” support so there is always a human agent available to resolve issues
  • Cloud/On Premises – Deploy Change Management module on the cloud or on-premises
  • Rapid App Development Infrastructure

In Our Customers’ Words

The automation we implemented with the solution has reduced the number of tickets. About 50% of our tickets are being closed automatically by the system.

Chief Information Officer

Comms Service Provider