Change management

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Customize and automate change workflows
Streamline change planning, implementation, testing, and deployment
Optimize communications, meetings, and reviews

Manage the change cycle easily and automatically

With SymphonyAI Summit, technicians can configure change types, change categories, and change roles to customize statuses and workflows. This provides easy and systematic management of change records and multi-stage workflows.

Minimize manual efforts with import, clone, and recurring options. For standard changes, technicians can import from pre-defined and pre-approved standard templates.

Technicians can clone an existing change record and modify only necessary fields, reducing clicks and time spent creating change records. Or, technicians can schedule recurring changes to be created automatically at specific intervals, eliminating the need to manually create change records at specific intervals.

Plan change types better with redefined lead periods

Often technicians log a change request at the last minute. As a result, it may create issues while implementing the change due to a lack of planning. To avoid this, organizations define lead periods to make sure the change records are logged in advance in a timely manner, ensuring that they are planned systematically. A lead period can be defined by change types. You can analyze the business impact for a user or change failure, or the business impact of not implementing a change. Then, create back-out plans based on these assessments.

Using appropriate checklists at different stages of the change lifecycle, technicians can easily report progress on change requests with pre-defined checklists to ensure no step is forgotten. Checklists can be configured by status, workgroup, and change type.

Ensure a change is tested before approval. Support for multiple test plans with planned dates and actual dates allows technicians to track test plan status. During test planning, capture resource requirements, technical requirements, and financial requirements for implementation. Document the change release plan and assign stakeholders for the release.

Make better informed decisions with appropriate risk calculations

SymphonyAI Summit offers a flexible approach to calculating risks associated with implementing a change. Define the risk questionnaire for both business and operational risks, and assign a score to each.

Based on the responses provided for the risk questionnaire, the risk score is automatically calculated. The responses to each of the questions can be viewed later by different change stakeholders.

Streamline planning and reviews with change calendars

Avoid potential conflicts and plan better with a centralized change calendar, reflecting implemented, delayed, scheduled, pending, and rescheduled change records in one view. The calendar is available in daily, weekly, and monthly views.

Once the change is implemented, reviewers can add notes and continuously improve the change deployment procedure with a systematic post-implementation review (PIR) process. PIR can be made mandatory based on the change type and change category. By creating a stand and ensuring PIR is conducted, SymphonyAI Summit drives continuous improvement.

Conduct effective change advisory board (CAB) meetings

CAB meetings help assess, prioritize, schedule, and manage the change records with inputs from CAB Members. CAB meetings can be scheduled for a specific time or as a recurring meeting. CAB members can view the agenda in the CAB meeting list screen. Meeting minutes can be captured along with the list of change records discussed. Hold meetings virtually with the Microsoft Teams integration. SymphonyAI Summit automatically generates a Teams meeting link available in the calendar invite and on the CAB Meeting List Screen. Microsoft Teams chat conversations can also be captured automatically to enable better tracking during audits.

Speed up resolution process with tight linkages across ITSM processes

Automate incident categorization, classification, and prioritization based on suggestions selected by the end-user. Automate assignment to the correct workgroup and technician based on various conditions such as current workload, the skillset of the technician, or the current shift. As a result, there is a significant reduction in response time. Ensuring the incident reaches the workgroup in one go reduces the number of hops across workgroups and error rates of categorizing and assigning work. It also improves customer experience by getting rid of the glitches in internal processes.

Conduct post implementation reviews for continuous improvement

Once a change is implemented, a systematic post-implementation review (PIR) process allows reviewers to add notes and continuously improve change deployment procedures. PIRs can be made mandatory based on change type and change category.

Minimize manual efforts with import, clone, and recurring options

Import from standard templates: for standard changes, technicians can import from pre-defined and pre-approved standard templates. This eliminates the need for analysts to spend time creating the change record again.

Clone: when a new change record has to be created with almost the exact details as an existing CR, technicians need not manually enter the values for each of the fields in the CR. Instead, they can clone the previous CR, modify if required, and submit the change. This cloning saves a significant amount of time spent creating a new CR.

Recurring CRs: schedule recurring changes to be automatically created at specific intervals. This eliminates the need to manually create CRs at specific intervals (daily, weekly, monthly).

SymphonyAI Summit service management modules