Solution Scenarios

I.T. Change Request

Issues

The IT environment constantly grows in complexity with new hardware, software, network equipments and organizations of all sizes need to manage IT changes on a daily basis.

Automation

ATPATH Automation Server offers a way to quickly automate and optimize the IT Change process by reflecting the existing business rules and the way the organization really works.

In the following example of IT Change process implemented in ATPATH Automation Server:

• All the steps are tracked and monitored
• Process data is captured in a structured and formal electronic form
• Actions are automatically assigned based on the nature (category, priority) of the Request For Change (RFC)
• Roles are defined reflecting all the groups involved in the process: Change Initiator, Change Manager, Change Advisory Board (CAB), Change Advisory Board Emergency Committee (CAB/EC), IT Executive Committee (ITEC)
• Participants are automatically notified via email

Workflow Steps with ATPATH Automation Server

• The Change Initiator opens his browser and logs on to the ATPATH Automation Server.
• The Change Initiator clicks “I.T. Change Application”. The IT Change Web Form is displayed within ATPATH Explorer console. The Change Initiator completes the form with the description, the reason, the change type, the priority, the category, the deadline and he also can attach documents. Then he submits the action.
• The next action can be manually or automatically assigned the a person or a group of persons. The next participants are automatically notified by email. In the email notification they click on a link that will launch the action to do.
• The Changer Manager launches his action and displays the form. In the form he can modify the category and the priority and also ask the Change Initiator for more information. Then he submits the action.
• Depending on the nature of the change (category and priority) the next action will be automatically assigned to a specific participant:
  • A Standard change will be immediately sent to the Change Manager for implementation.
  • A Minor change will be sent to the Change Manager for approval.
  • A Major change will be sent to the CAB for approval or escalation to the ITEC.
  • An Emergency change will be sent to the CABEC for approval.
  Each participant in different process steps will be able to fill out specific sections of the form depending on the actions they have to do. The access to the form fields can be secured depending on each action.
• After the approval by the authorized participant the next action is assigned automatically to the Change Manager who will select the Change Developer for the implementation of the requested change.
• The Change Manager uses the form to select the Change Developer and define a deadline. Then he submits the action.
• The Change Developer is automatically notified by email. He performs the change and then uses the form to enter the completion date and some comments. Then he submits the action.
• The Change Manager is automatically notified by email. He reviews the change implemented by the Change Developer. He can approve the change or ask for modifications. When he approves he submits the action. That will end the workflow.
• The Change Initiator is automatically notified by email of the completion of the Change Request.

ATPATH Automaton Server software key benefits:

• one more step towards the paperless office.
• The requester is informed in real time as the application is processes.
• Sets the time limit for actions to be completed and allows bottlenecks in the process to be detected.
• People involved in the process are alerted by e-mail about the actions they must perform.
• The application can be archived on a server, in a database, or printed out.

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