Standardized Change Control

“The Change Management process ensures that standardized methods and procedures are used for efficient and prompt handling of all changes. This minimizes the impact of change related incidents on service quality. Consequently, change management aims to improve the day-to-day operation of the organization.”

LiveTime Service Manager ensures all changes to the CMDB are controlled and managed in accordance to an organization’s documented change management procedure. Change requests are accepted by the change manager and assigned a priority that determines the lifecycle applied to the RFC.

Business Oriented Life Cycles

LiveTime Service Manager offers granular control over the business logic applied during the change process. The fully customizable life cycles include the assignment of relevant technical staff at each lifecycle stage, which provides easily identified points of contact.

At the final stage of implementing a change, LiveTime’s tight integration with the CMDB ensures configuration management is involved when updating Configuration Item (CI) information.

Planned Outages

LiveTime provides full visibility of current and planned outages to reassure customers about the availability and reliability of its mission critical IT services. Ready access to the post-implementation review dates, promotes an environment of continual improvement for the service desk.

Clash Detection

LiveTime also provides clash detection logic for changes so that the same CI cannot be scheduled for change at the same time as another change is occuring. This greatly reduces scheduling errors within Change Management.

Scheduling

LiveTime provides instant access to all scheduled events with its built-in calendaring system which provides the due dates of requests and forward schedule of changes (FSC) for all change requests. In addition, it displays the resource schedules of technicians.

Together with integrated technician scheduling, LiveTime is able to use the work hours of individual technicians in its request assignment logic to automatically assign the most appropriate technician for the job. This can be combined with other parameters, such as skill set, proximity and organizational unit when determining the request assignment.