Change Manager at a Glance

Valuemation Change Manager is a tool for complete administration of changes to the company's IT infrastructure. It is possible to raise and record changes, plan, approve, check and review them in compliance with ITIL® standard processes. In addition to its own functionality, Change Manager vastly benefits from tight integration with other Valuemation business modules.

• Valuemation Incident, Problem and Change Managers register all problems and requests received from customers. These are referred to as Tickets. Change Manager processes tickets of the Change Ticket Class.
• Three types of Change are considered: Normal, Standard and Emergency Change.

  Normal Change refers to changes that should proceed through all steps of the Change Management process.

  Standard Change is a pre-approved Change that is low Risk, relatively common and follows a Procedure or Work Instruction. An example might be password reset or provision of standard equipment to a new employee.

  Emergency Change is a high priority Change that must be introduced as soon as possible. For example to resolve a Major Incident or implement a Security patch. The Change Management Process usually includes a specific procedure for handling Emergency Changes.

• Individual steps involved in documenting a ticket are called Ticket descriptions.
  These describe the process from identifying the problem exactly to establishing what steps are required to solve the ticket. It is also possible to assign activities to a ticket. An Activity is a step in the process of solving a ticket.
• Valuemation Incident, Problem and Change Managers allow the user to classify the Ticket in a number of ways. For instance, there is the Ticket Type that classifies the Ticket in a general manner. This may be used to determine who should be responsible for solving the Ticket.
• Impact, Urgency and Priority express how important it is to solve the ticket in relation to other tickets.