I'm willin to implement in iTop the change management feature. I need to feed it with the changes listed and provided to our customers within out service catalog. As for user request or incident, we have SLT for each/some kind of changes. For example, I'll provide the change "disabling user account" in my service catalog with a TTO of 30min and TTR 1H based on a "routine change" basis.
I don't see in iTop (2.0.3), full ITIL setup, a way to link the changes as I would link the UserRequest ou Incident with the CustomerContract. (CustomerContract->Services->SLA->SLT).
Can anyone reading this, already using change management can give me a feedback about how they use it ?
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a change just documents the change of a server. A Request or Incident can have SLA and SLT.
If a Request "disable user on system X" comes in the sla starts.
Now open a change and link the Request with "Related Request" within the change.
If the change is done, you can close the change and the ticket.
A Request can be opened via the portal, but a change cannot. So for our change mangaement everything works great, even with reporting.
If you would like to refer to this comment somewhere else in this project, copy and paste the following link:
I'm willin to implement in iTop the change management feature. I need to feed it with the changes listed and provided to our customers within out service catalog. As for user request or incident, we have SLT for each/some kind of changes. For example, I'll provide the change "disabling user account" in my service catalog with a TTO of 30min and TTR 1H based on a "routine change" basis.
I don't see in iTop (2.0.3), full ITIL setup, a way to link the changes as I would link the UserRequest ou Incident with the CustomerContract. (CustomerContract->Services->SLA->SLT).
Can anyone reading this, already using change management can give me a feedback about how they use it ?
Hi,
a change just documents the change of a server. A Request or Incident can have SLA and SLT.
If a Request "disable user on system X" comes in the sla starts.
Now open a change and link the Request with "Related Request" within the change.
If the change is done, you can close the change and the ticket.
A Request can be opened via the portal, but a change cannot. So for our change mangaement everything works great, even with reporting.