Problem & Change Management

Staying on top of your IT problems and IT changes has never been so easy and elegant. The SAManage service desk includes integrated, ITIL-based IT Problem and Change management, so you can manage your entire support lifecycle from within a single application.

IT Problem Management made easy

IT problem management processes are closely aligned with IT incident management tasks, and encompass many activities aimed at problem discovery, including trend analysis, to detect patterns in historical data about incidents or incident details, and/or the use of diagrams such as cause and effect, tree, or fishbone charts. Once problems have been identified, formal procedures for recording, categorization, investigation, diagnosis, escalation (when needed), and resolution should be set and followed.

Additionally, workarounds and solutions must be documented and shared with other members of the IT support team, and end users when appropriate. Often times, IT problem management will require significant structural or architectural changes to address major issues. This also closely links IT problem management procedures to change management processes.

IT Change Management

IT change management can help plan, implement and enforce related formal policies and procedures across the business.  With a set of standardized methods for efficient and prompt handling of all changes to controlled IT infrastructure, in order to minimize the number and impact of any related incidents upon service.

IT change management can help organizations implement change in the most efficient way possible, while enabling them to balance the need for change with the costs and potential risks involved. With SAManage Change Management, you can plan your IT changes and submit an RFC (request for change) to have one or more approvers authorize each change before its taking place.