DChange Management - Cronologia

Maxime.sottini: /* Process */

2015-07-18T11:20:09Z

‎Process

Maxime.sottini: /* Process */

2015-07-18T11:18:52Z

‎Process

Maxime.sottini il 11:17, 18 lug 2015

2015-07-18T11:17:11Z

Maxime.sottini: /* Management information */

2015-07-15T21:44:31Z

‎Management information

Maxime.sottini: /* Management information */

2015-07-15T16:45:05Z

‎Management information

Maxime.sottini: /* Management information */

2015-07-15T16:43:10Z

‎Management information

Maxime.sottini: /* Management information */

2015-07-15T16:34:56Z

‎Management information

Maxime.sottini: /* Management information */

2015-07-15T16:25:14Z

‎Management information

Maxime.sottini: /* Management information */

2015-07-15T16:13:32Z

‎Management information

Maxime.sottini: /* Management information */

2015-07-10T15:06:40Z

‎Management information

@@ Riga 174: / Riga 174: @@
 [[File:Change management Operational Model 1 of 3 v1.0 .jpg|centre|thumb|800x800px|Change management process (1 of 3).]]
 [[File:Change management Operational Model 2 of 3 v1.0 .jpg|centre|thumb|800x800px|Change management process (2 of 3).]]
+[[File:Change management Operational Model 3 of 3 v1.0 .jpg|centre|thumb|800x800px|Change management process (3 of 3).]]
 The table below explains the meaning of each ''[[Glossary|workflow status.]] ''

@@ Riga 173: / Riga 173: @@
 A ''[[Get started with itmSUITE®|workflow]]'' is configured to support the ''[[Glossary|change management]]'' process. The ''[[Glossary|workflow]]'' is characterized by ''[[Glossary|workflow statuses]]'' and ''[[Glossary|workflow transitions]]''. The figures below illustrate the process.
 [[File:Change management Operational Model 1 of 3 v1.0 .jpg|centre|thumb|800x800px|Change management process (1 of 3).]]
-[[File:Change management Operational Model 2 of 3 v1.0 .jpg|centre|thumb|800x800px|Change management process (3 of 3).]]
+[[File:Change management Operational Model 2 of 3 v1.0 .jpg|centre|thumb|800x800px|Change management process (2 of 3).]]
 The table below explains the meaning of each ''[[Glossary|workflow status.]] ''

@@ Riga 171: / Riga 171: @@
 A ''[[Glossary|change]]'' may also be automatically opened during the execution of other processes by the ''[[Glossary|resources]]'' dealing with them.
-A ''[[Get started with itmSUITE®|workflow]]'' is configured to support the ''[[Glossary|change management]]'' process. The ''[[Glossary|workflow]]'' is characterized by ''[[Glossary|workflow statuses]]'' and ''[[Glossary|workflow transitions]]''. The figure below illustrates the process.
+A ''[[Get started with itmSUITE®|workflow]]'' is configured to support the ''[[Glossary|change management]]'' process. The ''[[Glossary|workflow]]'' is characterized by ''[[Glossary|workflow statuses]]'' and ''[[Glossary|workflow transitions]]''. The figures below illustrate the process.
+[[File:Change management Operational Model 1 of 3 v1.0 .jpg|centre|thumb|800x800px|Change management process (1 of 3).]]
-[[File:Problem Management Workflow v1.0.JPG|centre|thumb|800x800px|Problem management process.]]
+[[File:Change management Operational Model 2 of 3 v1.0 .jpg|centre|thumb|800x800px|Change management process (3 of 3).]]
 The table below explains the meaning of each ''[[Glossary|workflow status.]] ''

@@ Riga 455: / Riga 455: @@
 |-
-| <u>''Prioritisation & Planning''</u> || <u>Forecast Solution Date</u> || To set the forecasted resolution date and time for the ''[[Glossary|problem]]''. ||
+| <u>''Prioritisation & Planning''</u> || <u>Forecasted Solution Date</u> || To set the forecasted resolution date and time for the ''[[Glossary|change]]''. ||
 |-
@@ Riga 480: / Riga 480: @@
 |}
-Fields can be mandatory to save the ''[[Glossary|incident]]'' in some [[Glossary|''workflow statuses'']]. These fields are highlighted with a red asterisk.
+Fields can be mandatory to save the ''[[Glossary|change]]'' in some [[Glossary|''workflow statuses'']]. These fields are highlighted with a red asterisk.
 == Views ==

@@ Riga 453: / Riga 453: @@
 |-
 | <u>''Prioritisation & Planning''</u> || <u>Forecasted Solution Date</u> || To provide the date of ''[[Glossary|change]] ''implementation forecasted. ||
 |-
@@ Riga 471: / Riga 465: @@
 |-
 | <u>''Ownership and Groups''</u> || <u>Owner</u> || To define who is the ''[[Glossary|change]]'' owner who should monitor the lifecycle of the ''[[Glossary|change]]''. ||This is set by the service manager and mandatory from the <u>Ticket Op Status</u> "In Analysis". He/she can be changed by the service manager and the <u>Owner</u> him/herseilf.
 |-
@@ Riga 486: / Riga 477: @@
 |-
 | <u>''Ticket Details''</u> || <u>Comments</u> || To provide helpful comments. ||An auto tracking field is used enabling to view the ''[[Glossary|user]] ''who has updated.
 |}

@@ Riga 455: / Riga 455: @@
 |-
-| <u>''Prioritisation & Planning''</u> || <u>Ticket Impact</u> || To define the impact on the business of the ''[[Glossary|problem]]''. ||A four level scale is set but it can be changed.
+| NOOO<u>''Prioritisation & Planning''</u> || <u>Ticket Impact</u> || To define the impact on the business of the ''[[Glossary|problem]]''. ||A four level scale is set but it can be changed.
 |-
-| <u>''Prioritisation & Planning''</u> || <u>Ticket Priority</u> || To view the calculated priority of the ''[[Glossary|problem]]''. ||The priority is automatically set based on <u>Ticket Urgency</u> and <u>Ticket Impact</u>. The driving matrix can be configured.
+| NOOO<u>''Prioritisation & Planning''</u> || <u>Ticket Priority</u> || To view the calculated priority of the ''[[Glossary|problem]]''. ||The priority is automatically set based on <u>Ticket Urgency</u> and <u>Ticket Impact</u>. The driving matrix can be configured.
 |-
@@ Riga 464: / Riga 464: @@
 |-
-| <u>''Ownership and Groups''</u> || <u>Master SG</u> || To define the supervising team. ||This is set by the service manager and mandatory from the <u>Ticket Op Status</u> "Problem Assigned".
+| <u>''Ownership and Groups''</u> || <u>Master SG</u> || To define the supervising team. ||This is set by the service manager and mandatory from the <u>Ticket Op Status</u> "In Analysis".
 |-
-| <u>''Ownership and Groups''</u> || <u>Solution Group</u> || To define the team to which the'' [[Glossary|problem]]'' is assigned for analysis and/or resolution. ||This is set by the service manager and mandatory from the <u>Ticket Op Status </u>"Problem Assigned".
+| <u>''Ownership and Groups''</u> || <u>Solution Group</u> || To define the team to which the'' [[Glossary|change]]'' is assigned for analysis and/or implementation. ||This is set by the service manager and mandatory from the <u>Ticket Op Status </u>"Approval Requested".
 |-
-| <u>''Ownership and Groups''</u> || <u>Owner</u> || To define who is the ''[[Glossary|problem]]'' owner who should monitor the lifecycle of the ''[[Glossary|problem]]''. ||This is set by the service manager and mandatory from the <u>Ticket Op Status</u> "Problem Assigned". He/she can be changed by the service manager and the <u>Owner</u> him/herseilf.
+| <u>''Ownership and Groups''</u> || <u>Owner</u> || To define who is the ''[[Glossary|change]]'' owner who should monitor the lifecycle of the ''[[Glossary|change]]''. ||This is set by the service manager and mandatory from the <u>Ticket Op Status</u> "In Analysis". He/she can be changed by the service manager and the <u>Owner</u> him/herseilf.
 |-
-| <u>''Ownership and Groups''</u> || <u>Ticket Worker</u> || To set the ''[[Glossary|resource]]'' who shall work in order to analyse and/or resolve the ''[[Glossary|problem]]''. ||If the analysis is performed by the problem owner, the <u>Ticket Worker</u> is normally not set. He/she is a member of the team defined in the <u>Solution Group</u> field.However setting him/her is not mandatory. Alternatively, it is possible to assign specific tasks to ''[[Glossary|resources]]'' by using the <u>''Ticket Activities''</u> tab.
+| NOO<u>''Ownership and Groups''</u> || <u>Ticket Worker</u> || To set the ''[[Glossary|resource]]'' who shall work in order to analyse and/or resolve the ''[[Glossary|problem]]''. ||If the analysis is performed by the problem owner, the <u>Ticket Worker</u> is normally not set. He/she is a member of the team defined in the <u>Solution Group</u> field.However setting him/her is not mandatory. Alternatively, it is possible to assign specific tasks to ''[[Glossary|resources]]'' by using the <u>''Ticket Activities''</u> tab.
 |-
-| <u>''Ticket Details''</u> || <u>Description</u> || To provide a more detailed description of the ''[[Glossary|problem]]''. ||An auto tracking field is used enabling to view the ''[[Glossary|user]]'' who has updated.
+| <u>''Ticket Details''</u> || <u>Description</u> || To provide a more detailed description of the ''[[Glossary|change]]''. ||An auto tracking field is used enabling to view the ''[[Glossary|user]]'' who has updated.
 |-
-| <u>''Ticket Details''</u> || <u>Analysis</u> || To provide the analysis of the cause(s) of the ''[[Glossary|problem]]''. ||This field is only visible to service desk and technical team members.
+| <u>''Ticket Details''</u> || <u>Analysis</u> || To provide a detailed analysis of the assessment of the ''[[Glossary|change]]''. ||An auto tracking field is used enabling to view the ''[[Glossary|user]] ''who has updated.
 |-
-| <u>''Ticket Details''</u> || <u>Solution</u> || To describe the solution applicable to the ''[[Glossary|problem]]''. ||This field is only visible to service desk and technical team members.
+| <u>''Ticket Details''</u> || <u>Solution</u> || To describe the required implementation for the ''[[Glossary|change]]''. ||An auto tracking field is used enabling to view the ''[[Glossary|user]] ''who has updated.
 |-
-| <u>''Ticket Details''</u> || <u>Comments</u> || To provide comments helpful for the analysis and/or resolution of the ''[[Glossary|problem]]'' or for future memory (e.g. continual improvement).. ||This field is only visible to service desk and technical team members.
+| <u>''Ticket Details''</u> || <u>Comments</u> || To provide helpful comments. ||An auto tracking field is used enabling to view the ''[[Glossary|user]] ''who has updated.
 |-
-| <u>''Ticket Details''</u> || <u>Comments for Requester</u> || To provide comments to the requester of the ''[[Glossary|problem]]''. ||An auto tracking field is used enabling to view the ''[[Glossary|user]] ''who has updated.
+| NOOO<u>''Ticket Details''</u> || <u>Comments for Requester</u> || To provide comments to the requester of the ''[[Glossary|problem]]''. ||An auto tracking field is used enabling to view the ''[[Glossary|user]] ''who has updated.
 This field is not the only way to interact with the requester. To this aim messages, manage via the <u>''Messages''</u> tab, can be very useful

@@ Riga 442: / Riga 442: @@
 |-
-| ''<u>Ticket Classification</u>'' || <u>Major Problem</u>
+| ''<u>Ticket Classification</u>'' || <u>Service impact</u> <u>Capacity impact</u> <u>Security impact</u> <u>Cost estimation</u> <u>Performance impact</u>
-|| To show if the ''[[Glossary|problem]]'' has to be considered major or not. ||This impacts the need of a final review (if major) or not.
+|| These fields are the ''[[Glossary|change]]'' assessment elements. The values given will influence the <u>Change Category</u> value. ||The classification information initially provided (number and content of fields) as well as the rules to influence the <u>Change Category</u> can be changed.
 |-
-| <u>''Prioritisation & Planning''</u> || <u>Required Solution Date</u> || To provide the date of solution requested by the <u>Requester</u>. ||This is normally set for reactive ''[[Glossary|problems]]'', according to the related ''[[Glossary|incidents]]'' priorities and status.
+| <u>''Prioritisation & Planning''</u> || <u>Required Solution Date</u> || To provide the date of ''[[Glossary|change]]'' implementation required by the <u>Requester</u>. ||
 |-
-| <u>''Prioritisation & Planning''</u> || <u>User Priority</u> || To provide the priority given to the ''[[Glossary|problem]]'' by the <u>Requester</u>. ||A four level scale is set but it can be changed.
+| <u>''Prioritisation & Planning''</u> || <u>User Priority</u> || To provide the priority given to the ''[[Glossary|change]]'' by the <u>Requester</u>. ||A four level scale is set but it can be changed.
 |-
-| <u>''Prioritisation & Planning''</u> || <u>Ticket Urgency</u> || To define the urgency for the resolution. ||A three level scale is set but it can be changed.
+| <u>''Prioritisation & Planning''</u> || <u>Forecasted Solution Date</u> || To provide the date of ''[[Glossary|change]] ''implementation forecasted. ||
 |-

@@ Riga 435: / Riga 435: @@
 |-
 | ''<u>Ticket Classification</u>'' || <u>Chage Area</u> <u>Change Objective</u> <u>Change Type</u> <u>Change Categor</u>y
-|| To set the ''[[Glossary|change]]'' key classification information.This is used for statistic reasons but the <u>Change Category</u> may also be configured to drive the ''[[Glossary|change]]'' authorization. ||<u>Change Area</u>, <u>Change Objective</u> and <u>Change Type</u> are independent fields. <u>Change Category</u> is available only if <u>Change Type</u> is set to "Normal": In such a case, its value is influenced by the ''[[Glossary|change]]'' assessment fields (see below).
+|| To set the ''[[Glossary|change]]'' key classification information.This is used for statistic reasons but the <u>Change Category</u> may also be configured to drive the ''[[Glossary|change]]'' authorization. ||<u>Change Area</u>, <u>Change Objective</u> and <u>Change Type</u> are independent fields. <u>Change Category</u> is available only if <u>Change Type</u> is set to "Normal": In such a case, its value is influenced by the ''[[Glossary|change]]'' assessment fields (see below). The classification information initially provided can be changed.
 |-
-| ''<u>Ticket Classification</u>'' || <u>Problem Classification</u>
+| ''<u>Ticket Classification</u>'' || <u>Change Scope</u>
-|| To set the ''[[Glossary|problem]]'' classification information (domain).This is used for statistic reasons. ||The classification information initially provided can be changed.
+|| To set the ''[[Glossary|change]]'' scope.This is typically used for statistic reasons. ||The classification information initially provided can be changed.
 |-

@@ Riga 434: / Riga 434: @@
 |-
-| ''<u>Ticket Classification</u>'' || <u>Problem type</u> || To enter the information whether the ''[[Glossary|problem]]'' is reactive (opened as a consequence of one or more ''[[Glossary|incidents]]'') or proactive (opened to avoid potential ''[[Glossary|incidents]]''). ||
+| ''<u>Ticket Classification</u>'' || <u>Chage Area</u> <u>Change Objective</u> <u>Change Type</u> <u>Change Categor</u>y
 |-

@@ Riga 403: / Riga 403: @@
 |-
-| <u>''General Information''</u> || <u>Ticket Op Status</u> || To show the operational status of the ''[[Glossary|problem]]'', see ''[[Glossary|workflow statuses]]'' in [[Incident Management#Process|Process]] section of this page. ||Status changes are performed by means of the '''Save&Next''' command.
+| <u>''General Information''</u> || <u>Ticket Op Status</u> || To show the operational status of the ''[[Glossary|change]]'', see ''[[Glossary|workflow statuses]]'' in [[Incident Management#Process|Process]] section of this page. ||Status changes are performed by means of the '''Save&Next''' command.
 |-
@@ Riga 410: / Riga 410: @@
 |-
-| ''<u>General Information</u>'' || <u>Short Description</u> || To provide a short description of the ''[[Glossary|problem]]''. ||Always visible.
+| ''<u>General Information</u>'' || <u>Short Description</u> || To provide a short description of the ''[[Glossary|change]]''. ||Always visible.
 |-
-| <u>''General Information''</u> || <u>Requester</u> || To identify the name of the requester (who has requested the ''[[Glossary|problem]]''). ||A list is presented, influenced by.... TBC
+| <u>''General Information''</u> || <u>Requester</u> || To identify the name of the requester (who has requested the ''[[Glossary|change]]''). ||A list is presented, influenced by.... TBC
 |-
-| <u>''General Information''</u> || <u>Creation Date</u> || To show the date and time the ''[[Glossary|problem]]'' was created. ||This information is automatically recorded and cannot be manually changed. See ''<u>History</u>'' tab for more detailed tracking information.
+| <u>''General Information''</u> || <u>Creation Date</u> || To show the date and time the ''[[Glossary|change]]'' was created. ||This information is automatically recorded and cannot be manually changed. See ''<u>History</u>'' tab for more detailed tracking information.
 |-
-| <u>''General Information''</u> || <u>Edit Date</u> || To show the date and time the ''[[Glossary|problem]] ''was last updated. ||This information is automatically recorded and cannot be manually changed. See ''<u>History</u> ''tab for more detailed tracking information.
+| <u>''General Information''</u> || <u>Edit Date</u> || To show the date and time the ''[[Glossary|change]] ''was last updated. ||This information is automatically recorded and cannot be manually changed. See ''<u>History</u> ''tab for more detailed tracking information.
 |-
-| <u>''General Information''</u> || <u>Creation User</u> || To show the ''[[Glossary|user]]'' who created the ''[[Glossary|problem]]''. ||This information is automatically recorded and cannot be manually changed. See ''<u>History</u> ''tab for more detailed tracking information.
+| <u>''General Information''</u> || <u>Creation User</u> || To show the ''[[Glossary|user]]'' who created the ''[[Glossary|change]]''. ||This information is automatically recorded and cannot be manually changed. See ''<u>History</u> ''tab for more detailed tracking information.
 |-
-| <u>''General Information''</u> || <u>Edit User</u> || To show the ''[[Glossary|user]]'' who updated the ''[[Glossary|problem]]'' last. ||This information is automatically recorded and cannot be manually changed. See ''<u>History</u> ''tab for more detailed tracking information.
+| <u>''General Information''</u> || <u>Edit User</u> || To show the ''[[Glossary|user]]'' who updated the ''[[Glossary|change]]'' last. ||This information is automatically recorded and cannot be manually changed. See ''<u>History</u> ''tab for more detailed tracking information.
 |-
-| <u>''Ticket Classification''</u> || <u>Project/Service</u> || To show the ''[[Glossary|service]]'' (or [[Glossary|''project'']]) to which the ''[[Glossary|problem]]'' is related. ||This is automatically set at open time and can't be modified.
+| <u>''Ticket Classification''</u> || <u>Project/Service</u> || To show the ''[[Glossary|service]]'' (or [[Glossary|''project'']]) to which the ''[[Glossary|change]]'' is related. ||This is automatically set at open time and can't be modified.
 |-