How Do I Choose the Best Change Management Resources?

ITIL best practices are guided by advanced ITSM methodologies to understand enterprise needs in depth and help you manage sustainability in IT service management processes. Help service support and delivery create effective high-quality management processes, improve IT operation efficiency, emphasize the standardization of processes, personnel responsibilities, and technology, and ensure that IT services are kept in sync with corporate business development.

ITIL best practices

ITSM, IT service quality, service support, service provision, event management, service level management SLA, service desk, collaborative process, configuration management, CMDB, personnel management, data acquisition, reporting

1. Help desk

As the main point of contact between the IT service center and the customer, the help desk is responsible for receiving all IT fault reporting requests from the customer's phone, email, self-service submission and monitoring system, and records, classifies and matches, quickly processes, regulates and monitors all events. Event SLA achievement. All customers can also perform self-service through the dedicated self-service desk, including viewing IT service announcements, self-learning IT knowledge, completing IT operations according to IT wizards, reporting IT failures, checking the progress of IT request work, and communicating with IT staff online.

Event management

Event management is mainly to resolve emergencies and service requests in IT services, and to restore interrupted or affected IT services as soon as possible to meet the requirements of a predetermined service level agreement (SLA). The combination of service desk and event management constitutes the overall process from the occurrence of the incident to its resolution, including the initiation, classification, distribution, processing, control, upgrade, completion of submission and closure of the incident. The definition of event management in an enterprise is usually slightly different from the definition of ITIL. It includes emergency events, daily non-emergency events, service requests, and so on. Incident management is the basis of IT services. It can be considered that the other support processes (problems, configuration, changes, releases) are to assist and support the incident management process, while the service provision processes (service level, finance, capacity, availability, continuity) Management) is the rules, specifications and constraints of the event process (condition management process).

3. Problem management

Problem management is the main exit of incident management. Incidents that cannot be fundamentally resolved in incident management, repetitive incidents, typical or events with a large scope of influence, etc., are usually initiated by the person in charge of incident management in the issue management project. Handle problem management. The fundamental purpose of problem management is to eliminate or reduce the occurrence of similar incidents, to find out the root cause by analyzing the incidents or trends of incidents, and then to propose solutions, solutions, workarounds, or suggested preventive measures, etc. Eliminate or reduce recurrences. At the same time, problem management can also include two parts: active problem management and passive problem management. The activities of problem management include problem initiation, confirmation and distribution, problem investigation, establishment of known errors, provision of solutions, review, and closure.

4. IT asset management and configuration management

Asset management is rigorous and important. IT assets are of various types and huge amounts. They mainly include inbound and outbound management, management of reporting increase and decrease, and management of losses and gains. How to ensure the authenticity and reliability of assets requires the establishment of a compliant workflow. The combination of configuration management and asset management can meet this demand. The use of assets is personal. Grasp this line and combine the strength of all employees to set management rules and apply effective management methods to ensure the continuous updating of assets and configuration information. The scope of configuration and asset management provided by ITIL best practices includes: the operating environment on which IT services rely and the IT equipment used by users, including servers, software, network equipment, transmission equipment, environmental support facilities, office equipment, personal computers, etc. . Configuration and asset management defines and verifies the accuracy of related configuration item records, and maintains accurate information through change management, enabling it to support other IT service management processes (such as incidents, issues, changes, and releases, etc.).

5. Change management

The scope of change management mainly includes related changes in IT resources, the purpose of which is to manage the change process, and to reduce errors and change-related incidents accordingly. The pre-set change management process in the solution uses standard methods and steps to effectively control changes in the IT environment, so that changes can be processed quickly, reduce incidents caused by changes in the IT environment, and minimize the impact on service quality. Impact and improve the quality of IT systems and services.

6. Release management

Release usually refers to the process of introducing a wide range of IT architecture changes into the actual operating environment after testing. For example, the upgrade of enterprise ERP software and financial software. The release management process is planned, monitored together with the change management process and the configuration management process to ensure that the software and related hardware are successfully and safely imported into the production environment, avoiding a large number of events caused by the release process, reducing the impact of the release on other business systems, and providing IT Availability of services. Releases also include the implementation of a single change, which will result in multiple CI changes.

7. Service Level Management SLA

The purpose of the service level management process is to determine the IT service level requirements that the IT department can support for enterprise operations management, and to ensure the promised service level through the management of the service level SLA. Generally supporting high-level IT services requires high investment costs, so service level management needs to be balanced with business support costs.

8. Service capability management (capacity management, availability and continuous management)

The capacity of an IT service system is directly related to availability, and availability is directly related to continuity. In short, capacity, availability, and continuity are all performance capabilities of the IT service system. For smaller service teams, they can be combined as IT service capabilities Unified management. Since it is the condition management of service capabilities, its characteristics are predictability and foresight. It is necessary for managers to detect trend changes and risks through monitoring the allocation of resources and statistical analysis of IT service events, and provide early warning. Its managers have the responsibility to propose or coordinate problem experts to jointly propose solutions and plans based on the early warning; and submit it to the management of the enterprise to promote the construction and improvement of the IT service system.

9. IT service financial management

The essence of financial management is the control of IT budgets and costs. The scope of best practice management includes all components of IT costs and budgets: IT assets, shared resources, corporate management costs, externally provided services, personnel, etc. Best practices help companies establish ITIL financial management processes and manage IT technology infrastructure to promote efficient and economical use of IT resources. Specific issues of best practice IT financial management include: 1) Provide cost-effective management of IT assets and resources involved in IT services; 2) Identify, record and explain IT service cost expenditures, perform cost-benefit analysis, and from a financial perspective Make IT service planning; 3) Provide detailed financial information and analysis related to IT service improvement or change, provide management with supporting IT financial decisions, and evaluate IT services and value from a financial perspective.

10. Knowledge base and document management

The knowledge base is the link of IT service management. It builds a knowledge sharing platform between IT departments and customers, a knowledge platform that supports each other between processes, and a knowledge platform where all departments work together. The knowledge base can centrally manage all knowledge documents, including contracts, project processes, user manuals, installation instructions, problem solving cases, online announcements and other important documents. The front end of the knowledge base is the document management process, which manages the entire process of writing, reviewing, modifying, approving, and publishing documents. The document has the responsible person, confidentiality level and version control. After the document is released, it is in a "controlled use" state. The document obtained by all persons with permission is uniform and cannot be modified. Public documents can be posted to the knowledge base or the customer's IT self-service portal.

11.Report management

The powerful and rich report system provides objective KPI statistical information for each management process, and it is an objective assessment of the operation effect of each management process. The ServiceWise system has more than 150 built-in report templates. According to different statistical perspectives, each report can be divided into more reports with different depths. You can also configure the amount of information displayed and display style by yourself. Comprehensive statistics and export functions of SLA and satisfaction data provide comprehensive and direct value data for employees at all levels of the enterprise.

12. Customer management (user view)

The solution provides management of customer information, including user information, business characteristics, geographic location, choice of service support team, and importance or SLA related. When an event occurs in any management process, the corresponding user can be matched, so that not only can the user information be shared for the service team or staff during the event processing, but also when the user management is performed, the user can see that the user happened All relevant matters in any one of the management processes.

Comply with ITIL framework, practice and optimize all aspects of IT services

Multi-dimensional and multi-angle statistical reports and quantitative assessment indicators

Clarify personnel responsibilities, work specifications and performance evaluation

Achieve continuous improvement in workflow, organizational structure and customer experience