RMS Services • Market leaders in resource management solutions throughout Europe • Thornbury, Bristol

RMS Services ITIL Change Management

The purpose of Change Management is to ensure that:

• Standardised methods and procedures are used for efficient and prompt handling of all changes
• All changes to service asserts and configuration items are recorded in the CMS
• Overall business risk is optimized

The goals of Change Management are:

• Respond to the customers changing business requirements while maximising value and reducing incidents, disruption and re-work
• Respond to the business and IT requests for change that will align the services with the business need

The objective of the Change Management process is to ensure that changes are recorded and then evaluated, authorised, prioritised, planned, tested, implemented, documented and reviewed in a controlled manner.

The RMS solution supports the Change Management process by:

• Allowing Change Requests to be raised directly, or from Incident or Problem records
• Facilitating the business to raise requests through the web portal, with just specific information relevant to the type of request necessary
• Standardising change by modelling the process and introducing the standard model for each type of change, covering the complete process from evaluation to review
• Linking changes to CIs and assets so that the history of change can be eaily tracked
• Assessment processing, varied by the type of change, allowing the appropriate level of risk assessment for each change
• Post implementation review to allow lessons learnt to be applied to the change models to improve the process for the next change of that type
• Conflict checking to ensure that changes can be implemented smoothly or combined to minimise impact of downtime
• SLA Management to set timescales for assessment, approval and implementation based on the priority of the change
• Forward schedule of change published to the business to show when services may not be available
• Supporting CAB processes to ensure that changes are dealt with appropriately
• Assessment process that involves the business to ensure that changes are aligned to business need
• Our unique Data Modelling ensures that the CMDB is kept up to date with changes to the business, such as moves, disposals and restructures automatically, as part of the process, significantly reducing administration