ManageEngine Zhuohao helps you comply with ISO 20000 standard (IV)

What is? ISO 20000?

ISO 20000 It is an internationally recognized service management standard , It describes a set of management processes designed to help organizations provide effective services .

ManageEngine Zhuohao comprehensive IT Management solutions , It can help your organization accomplish compliance effectively ISO 20000 The requirements of . In the last issue, we talked about IT Service mix , In this issue, we will talk about business relationship management .

This series details ManageEngine Solution , How to help your organization support ISO20000 The different processes mentioned under the clause help to document the requirements of compliance .

Solve the requirements of change management process :

• Change request , Include increase 、 Suggestions for deleting or transferring services , It shall be recorded and classified .
• Evaluation of new or changed services 、 approval 、 Scheduling and review shall be managed through change management activities .
• Stakeholders should make decisions on approvals and priorities .
• If possible , Should be prepared 、 Verify and test approved changes .
• Communicate deployment dates and other deployment details , Changes for approval by interested parties . Where possible ,
• Activities to reverse or remedy unsuccessful changes shall be planned and tested . Unsuccessful changes should be investigated , And concerted action should be taken .
• Within the planned time interval , Requirements for change records shall be analyzed , Trends and effectiveness have been identified , And identify opportunities to proceed .

• ServiceDesk Plus Help to achieve this process
  
  • The change management module allows users to respond to different types of changes ( Such as standard changes 、 Normal and emergency changes ) Submit change requests with different workflows .

Configurable change workflow

• Template for submitting requests / A workflow can be configured to have its fields 、 Stage and state . By default , Requests can go through different stages , If submitted 、 plan 、 approval 、 Realization 、 Review and close , And have different states , Allows you to track the progress of requests . Workflow also allows you to go back to previous stages as needed .

Change plan

• Approval may involve change management personnel and change advisory committees (CAB) Approval of and third party approval . once Changes are approved , Details can be communicated to interested parties by notice .
• Unsuccessful change requests will follow the configured workflow , For example, return to the previous phase or close the change record .

Analytics Plus

•Analytics Plus, When and ServiceDesk Plus When integrating , Provide out of the box reports on change management , This helps to analyze the effectiveness of trends .

Address service design and transformation process requirements

• New services or service changes that may have a significant impact 、 Service removal 、 Existing services from the organization / Customer / Third party transfer should follow the service design and transfer .
• The plan should include authority and responsibility 、 Schedule of activities 、 Resource information 、 Dependency relationship 、 test 、 Acceptance criteria 、 Affected by CIS And effective date .
• The design shall include authority and responsibility 、 Resource information 、 Training required 、SLA/ Change of contract 、 Impact on other services Response and update of service directory .

Release and deployment management should be used to deploy approved new or changed services to a real-time environment .
After that , Communicate the results compared with the expected results to interested parties .

What helps to achieve this process is ServiceDesk Plus.

• Change module management helps you create a separate template / workflow , To deal with new services or change the scope of services Major changes in .
• Templates and change requests allow you to document and maintain all the details required during the planning and design phases , Including authority 、 Affected by CIS、 Activities 、 Resource information 、 Influence, etc .
• Once the change request is approved , Deployment can go through the implementation phase of a change request , And task 、 project ( In the local And cloud versions are available ) And release ( Available only in the cloud version ) The module interfaces .
The implementation of : Projects and tasks

Release management
• Notifications from the change request itself can be used to communicate achievements relative to the expected results .

Address release and deployment management process requirements :

• The type of release should be determined , Including emergency release 、 Frequency and how to manage .
New or changed services and service components should be deployed to a real-time environment , And plan and coordinate with change management , And include relevant change requests 、 Known error or problem 、 Deployment date 、 Reference to deliverables and deployment methods .
• Release shall be approved before deployment , And verify according to the written acceptance standard .

Before deploying the release to the actual environment , The affected CIs Baseline .
The success or failure of the release should be monitored and analyzed , Including post deployment and release related events , To get opportunities for improvement .

Help to achieve this process ManageEngine Zhuohao products ：ServiceDesk Plus

• The release modules available in the cloud version support different templates / Different types of versions ( Including the emergency version ) Work of Working process .
• By default , Publishing requests can go through different stages , If submitted 、 plan 、 Development 、 test 、 User acceptance test (UAT) 、 Deploy 、 train 、 Review and close . Status is mentioned at each stage to help track progress . New phases can be configured as needed / state . Workflow supports approval as needed at different stages .

Publish workflow

Publish calendar

• The release request will contain changes to 、 problem 、 References to known errors and other deliverables .
New release template : Change Association
• The report module helps you analyze the effectiveness of the release , To identify opportunities for improvement .
• For on premises versions , You can use a combination of change modules and project modules to deal with the same problem .

ManageEngine The synthesis of IT The management solution suite provides tools to help implement and operate ISO 20000, These tools provide evidence of compliance by integrating mandatory processes into the organization's operations and generating records , So as to effectively meet the compliance requirements .

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