Keep your change process running like a well-oiled machine (Photo by Laura Ockel on Unsplash)
One key component of IT service management is maintaining documented and repeatable change processes. The fundamentals of managing any change are the details around the change - like when is it going to happen, who is making the change, why are we doing it, and how do we roll back if there is a problem? RT is a great tool for managing all of this information, including communication to various stakeholders, so we have released a new extension with a pre-defined change management queue, configured and ready to use.
As with our HelpDesk extension, we identified change management as a common use case for many organizations running RT. To help speed up deployment, we have included all of the fundamental configuration in a freely available extension. Once installed, you'll have a dedicated Change Management queue, a custom lifecycle, and custom roles and custom fields to manage change information. Below is a short video that quickly demonstrates the main workflow.
Change management workflow in Request Tracker
The extension uses core RT features, so everything, including the lifecycle, can be customized and extended as needed using RT’s administration tools after you install. This allows you to align the workflow with your process and track everything you need, both to support the change process itself and for reporting later.
We hope this new extension helps to quickly get you up and running with change management, allowing you to focus on your process rather than implementation details. And if you’re just getting started with your change process, RT will help you keep things running like a well-oiled machine. To learn more about change management or how we can help you get the most out of Request Tracker, you can always reach us at sales@bestpractical.com.