ITIL Change Management
Dear all,
I am currently evaluating SD+ Enterprise Edition for my organization and will like to know your comments on ITIL Change Management.
Basically, I feel that this module is not really comprehensive enough. The controls were not strong and proper workflow is not established.
Let me highlight some of them
1) Once a Change Request is raised, depending on the Change Type, if it's Major, Approval is a must. For this, any person with admin rights is able to close this change request without Approval.
2) For review, business users should be the one to review it and not the technician again to update on the review. If we have defined the CAB members to approve after the Change Request is made, we need to remove these CAB members and add in Review Committee members again to Approvals and send it for recommendation. Because if you include both 1st stage CAB and Review Committee members, Recommendations will be send to all again. But once you remove the CAB members in the previous stage, you won't be able to track the comments left by CAB members previously.
Controls must be strong such that every Change Request must be approved for Major or Standard. It will be good to have Business Rules. Allow technician to select the members to send for recommendation instead of removing the previous selected CAB members and then select new CAB members for review again.
Does anyone has any comments?
I am currently evaluating SD+ Enterprise Edition for my organization and will like to know your comments on ITIL Change Management.
Basically, I feel that this module is not really comprehensive enough. The controls were not strong and proper workflow is not established.
Let me highlight some of them
1) Once a Change Request is raised, depending on the Change Type, if it's Major, Approval is a must. For this, any person with admin rights is able to close this change request without Approval.
2) For review, business users should be the one to review it and not the technician again to update on the review. If we have defined the CAB members to approve after the Change Request is made, we need to remove these CAB members and add in Review Committee members again to Approvals and send it for recommendation. Because if you include both 1st stage CAB and Review Committee members, Recommendations will be send to all again. But once you remove the CAB members in the previous stage, you won't be able to track the comments left by CAB members previously.
Controls must be strong such that every Change Request must be approved for Major or Standard. It will be good to have Business Rules. Allow technician to select the members to send for recommendation instead of removing the previous selected CAB members and then select new CAB members for review again.
Does anyone has any comments?