Creating, Approving, Implementing, and Closing RFCs
Take a tour of the standalone eChangeManager workflow and notifications.
Reporting on RFCs
Customising RFC Layout
Hosted ITIL & SOX Compliant IT Change Management Software Easy RFC Form Customisation
Easy RFC Form Customisation-Giva eChangeManager
Giva eChangeManager administration makes the process of getting up and running very easy and fast. Most set-up tasks are accomplished by simply completing a three or four item dropdown menu. Total configuration time takes less than a day if you use the Giva worksheets to help you with your thought process.
One of the first set-up steps is to determine your customised RFC form. Giva eChangeManager has the capability to create a customised RFC form configured with the fields needed for your organisation. The default Giva RFC form is configured with strict ITIL compliance and utilizes 29 fields. Some IT departments find that they do not need all of the fields required by ITIL. With Giva eChangeManager, an RFC form can be configured with only a minimum of 9 required fields. The remaining 20 optional fields can be used as appropriate.
Giva has a worksheet and documentation that will help you quickly decide what fields you would like to include on your custom RFC form. This worksheet also has some suggested field values.
The following is detail on required and optional fields:
- Optional - Categorization fields. With simple dropdown menus, the following fields can define the RFC: Priority, Scope, Risk Level, Impact Level, Service Group, Change Category, Cost Level and Benefit Level.
- Required - Requester's name. This defaults to the person logged into the session. You also can pick from a list of names (Users).
- Required - Description. This is where the RFC creator documents all details of the change. The change description is what the Change Manager reads and makes decisions about approving or not approving the change. The goal is for the Change Manager to understand everything about the change so that no additional communications are necessary.
- Optional - Customer Affected. When the change is for a single customer, enter the name in this field. Begin typing the name or select from the drop down menu. The "quick find" data entry box will help you find the customer's name quickly.
- Optional - Other Customers Affected. When there are multiple customers affected, enter their names in this field. As an alternative, you could indicate "All the HR Department," or "Third floor building A." All customers affected appear on the Forward Scheduled Changes Report that the helpdesk uses to know about changes. When a customer contacts the helpdesk, the agent can easily associate customers with changes by consulting this report.
- Optional - Business Line Manager. When this field is completed, eChangeManager automatically sends change notifications to the manager. The "quick find" data entry box will help you find the business line manager's name quickly.
- Required - Requested Date/Time of Change. The Change Manager uses these fields to determine if there are possible scheduling conflicts.
- Optional - Add Attachments. For most routine changes, IT organisations develop a Standard Operating Procedure (SOP). For example, you might have an SOP for installing an external hard drive or for upgrading to Office 2000. The SOP includes the implementation plan, customer-training and helpdesk-training plan, testing plan and backout plan. For complex changes, project plans provide the detail documentation. Giva eChangeManager allows you to simply attach these documents to the RFC using the "Add Attachments" hyperlink saving time that it would take to type the same material into the Description field. For standardizing the change process, Giva recommends that you develop standard templates for implementation, testing and backout plans.
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