变更管理模块

变更

变更工单或简称为变更都会跟踪IT中计划的修改:

  • 补丁的安装
  • 系统配置的更改
  • 操作系统更新
  • 软件安装

这样,您可以跟踪IT中进行的所有修改。很多事件是由于IT环境中的更改​​所致。通过记录它们,您可以轻松识别事件发生和复原服务发生时进行了哪些更改。

此外,此变更管理模块允许您自动分析影响度的基础架构和应用解决方案的更改。然后,IT工程师可以改善控制企业关键服务的可用性以及改进客户满意度的可用性。

更工单由拥有简档(角色)的人员管理:

  • 更实现者计划并实施更改
  • 更管理员跟进更改
  • 更经理批准更改

安装iTop时,可以在两个不同的模块之间进行选择,以记录更改。这里描述的模块被设计为一个简单的工作流程,以简化管理的更改。

与变更管理相关的团队或代理不需要任何特殊的限制配置。但是,请记住,通常会受到安全的限制:验证工单的气体签名时要选择的团队联系人必须位于允许用于当前用户的组织中。

变更属性

名称类型强制性的吗?
编号字母数字字符串
组织一个(n)组织的外键
状况可能的值:已批准,已分配,已关闭,新建,计划中,已拒绝没有
标题字母数字字符串
描述多行字符串
提交人一个人的外键
球队团队的外键没有
处理人员一个人的外键没有
变更经理一个人的外键没有
类别可能的值:应用,硬件,网络,其他软件,系统没有
拒绝原因多行字符串没有
回退计划多行字符串没有
父变更一个(n)变更的外键没有
创建日期日期和时间(年月日hh:mm:ss)没有
开始日期日期和时间(年月日hh:mm:ss)没有
结束日期日期和时间(年月日hh:mm:ss)没有
最后更新日期和时间(年月日hh:mm:ss)没有
批准日期日期和时间(年月日hh:mm:ss)没有
截止日期日期和时间(年月日hh:mm:ss)没有
断电可能的值:是,否没有

标签

标签描述
配置项此工单受影响的所有配置项目
联络人与此工单链接的所有联系人
工作订单工单的所有工作订单
相关要求与此变更关联的所有用户请求
相关问题与此变更相关的所有问题
换小孩与此变更链接的所有子更改

创建一个变更

点击“ New变更”菜单:

https://www.itophub.io/wiki/media?media=2_7_0%3Adatamodel%3Aclasscreate_change_1.png

显示以下表单:

https://www.itophub.io/wiki/media?media=2_7_0%3Adatamodel%3Aclasscreate_change_2.png

将用户请求分配给团队和处理人员

分派和变更可以加入的团队列表由相应的组织的交付模式定义。创建变更时,处理人员必须选择变更组织,然后,团队列表严格限于为此变更定义的团队。如果缺少团队,则必须更新变更的交付模式以反映此需求。有关更多信息,请参见有关交付模式的更多信息。

管理内部留言

变更工单仅具有一个内部留言来记录所有活动及其相关的通信。用户门户末端看不到这一条。

管理受影响的配置项和联系人

此部分类似于帮助台模块之一。请参考

变更生命周期

变更对象具有以下生命周期:

https://www.itophub.io/wiki/media?w=600&tok=801af2&media=2_7_0%3Adatamodel%3Alifecycle_change.png

对象的状况上的依赖,其属性上的矛盾之处如下表所示:

 已分配计划拒绝已批准已关闭
编号R/OR/OR/OR/OR/OR/O
组织MMMR/OR/OR/O
状况R/OR/OR/OR/OR/OR/O
标题MMMR/OR/OR/O
描述MMMR/OR/OR/O
提交人M MR/OR/OR/O
球队HMMR/OR/OR/O
处理人员HMMR/OR/OR/O
变更经理HMMR/OR/OR/O
类别   R/O R/O
拒绝原因HHHMR/OR/O
回退计划  MR/O R/O
父变更   R/O R/O
创建日期R/OR/OR/OR/OHR/O
开始日期  MR/OR/OR/O
结束日期  MR/OR/OR/O
最后更新R/OR/OR/OR/OR/OR/O
批准日期HHHR/OR/OR/O
截止日期HHHHHR/O
断电HHMR/OR/OR/O

表键:

  • H:隐藏
  • RRO:只读
  • M:必填

原贴链接:https://www.itophub.io/wiki/page?id=2_7_0%3Adatamodel%3Aitop-change-mgmt


Change Management Module

Change

https://www.itophub.io/wiki/media?media=2_6_0%3Adatamodel%3Aclassicon_change.pngchange ticket or simply a change keeps track of modifications planned in the IT:

  • Patch installations

  • System configuration changes

  • OS updates

  • Software installations

This way you can track all the modifications made in your IT. A lot of incidents are due to changes made in the IT environment. By documenting them, you can identify easily what changes had been made when an incident occurs and restore the service more quickly.

Moreover, this change management module allows you to analyze automatically the impact of the changes on the infrastructure and the application solutions. IT engineers can then better control the unavailability of the critical services in the enterprise, and improve customer satisfaction.

Change tickets are managed by the people having the profiles:

  • Change implementors plan and implement the changes

  • Change supervisor follow up with the changes

  • Change manager approve the changes

When installing iTop, you have the choice between two differents modules for documenting changes. The module described here has been designed as a simple workflow to ease the management of changes.

There is no special restriction/configuration needed for the Teams or Agents related to Change Management. However, keep in mind that the usual security restrictions apply: the teams/contacts to be selected when validating/assigning the ticket MUST be in an organization allowed to the current user.

Change Properties

NameTypeMandatory?
RefAlphanumeric stringYes
OrganizationForeign key to athumb_down OrganizationYes
StatusPossible values: Approved, Assigned, Closed, New, Planned, RejectedNo
TitleAlphanumeric stringYes
DescriptionMultiline character stringYes
CallerForeign key to athumb_down PersonYes
TeamForeign key to athumb_down TeamNo
AgentForeign key to athumb_down PersonNo
Change managerForeign key to athumb_down PersonNo
CategoryPossible values: application, hardware, network, other, software, systemNo
Reject reasonMultiline character stringNo
Fallback planMultiline character stringNo
Parent changeForeign key to athumb_down ChangeNo
Creation dateDate and time (year-month-day hh:mm:ss)No
Start dateDate and time (year-month-day hh:mm:ss)No
End dateDate and time (year-month-day hh:mm:ss)No
Last updateDate and time (year-month-day hh:mm:ss)No
Approval dateDate and time (year-month-day hh:mm:ss)No
Close dateDate and time (year-month-day hh:mm:ss)No
OutagePossible values: yes, noNo

Tabs

TabDescription
CIsAll the configuration items impacted for this ticket
ContactsAll the contacts linked to this ticket
Work ordersAll the work orders for this ticket
Related requestsAll the user requests linked to this change
Related problemsAll the problems linked to this change
Child changesAll the sub changes linked to this change

Creating a Change

Click on the “New change” menu:

https://www.itophub.io/wiki/media?media=2_6_0%3Adatamodel%3Aclasscreate_change_1.png

The following form is displayed:

https://www.itophub.io/wiki/media?media=2_6_0%3Adatamodel%3Aclasscreate_change_2.png

Assigning a user request to a team and agent

The list of teams to which you can assign a change is defined by the delivery model of the corresponding organization. When creating a change, the agent has to select the customer organization, then the list of teams is strictly limited to the teams defined for this customer. If a team is missing, the delivery model of the customer must be updated to reflect this need. See More about Delivery model for more information

Managing Private Log

A change ticket only have a private log to document all the activities and communications related to it. This one is not visible on the end user portal.

Managing impacted CIs and Contacts

This section is similar to the one of the Helpdesk module. Please refer to it

Change Life Cycle

Change objects have the following life cycle:

https://www.itophub.io/wiki/media?w=600&tok=1d6ca7&media=2_6_0%3Adatamodel%3Alifecycle_change.png

Depending on the status of the object, the contraints on the properties vary as shown on the table below:

 NewAssignedPlannedRejectedApprovedClosed
RefR/OR/OR/OR/OR/OR/O
OrganizationMMMR/OR/OR/O
StatusR/OR/OR/OR/OR/OR/O
TitleMMMR/OR/OR/O
DescriptionMMMR/OR/OR/O
CallerM MR/OR/OR/O
TeamHMMR/OR/OR/O
AgentHMMR/OR/OR/O
Change managerHMMR/OR/OR/O
Category   R/O R/O
Reject reasonHHHMR/OR/O
Fallback plan  MR/O R/O
Parent change   R/O R/O
Creation dateR/OR/OR/OR/OHR/O
Start date  MR/OR/OR/O
End date  MR/OR/OR/O
Last updateR/OR/OR/OR/OR/OR/O
Approval dateHHHR/OR/OR/O
Close dateHHHHHR/O
OutageHHMR/OR/OR/O

Table key:

  • H: hidden

  • R/O: read-only

  • M: mandatory

原文:https://www.itophub.io/wiki/page?id=2_6_0%3Adatamodel%3Aitop-change-mgmt 

标签:
由 superadmin 在 2020/08/27, 17:32 创建
    

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