Change Management Overview

TechExcel HelpDesk provides a complete change management solution that can be easily customized to meet the unique processes of any organization. Using TechExcel HelpDesk, organizations can plan, coordinate, implement and review changes methodically to minimize risk and maximize the benefits of any change.
Benefits

Powerful workflow engine allows processes to be defined for any organization.

Identify potential risks during planning.

Record all change requests, implementation details, and other documents.

Automate approval processes and eliminate process bottlenecks.

Implement paperless approval processes and surveys.

Coordinate teams throughout review, change, implementation and post-implementation activities.
 
Common Change Management Activities

Maintain complete record of all change requests.

Assess benefit, risk, cost and impact of proposed changes.

Develop business justification and begin approval process.

Obtain approval from individual or board.

Manage and coordinate change implementation.

Post change monitoring and reporting.
 
Change Management Features in TechExcel HelpDesk

Change Request Tracking All change request records are stored with full history of changes to the record throughout the lifecycle. Additionally, each record may have documents, schematics, knowledge-topics, email threads and more associated for a detailed view of each change record.

Powerful Workflow Engine Define, visualize, and create suitable change processes using the powerful, easy to use, TechExcel HelpDesk workflow editor. Define transitions, business logic and field-level data privileges using a simple graphical tool.

Definable Fields and Field-Level Security All fields and pages are customizable using a simple GUI tool to ensure organizations are tracking and analyzing relevant information. TechExcel provides an out-of-the-box solution template that can be completely modified or extended. Permissions may be defined for each field to control user access throughout the entire process.

Auto-Routing Automatically route change requests to the appropriate manager, workflow state or group. Routing rules may be configured on categories, user-defined fields, or a combination of fields.

Events for approval and task scheduling Create review tasks, testing tasks, and approval tasks throughout the lifetime of any change request. Events may be required at defined intervals, or can be used to schedule additional work tasks on-the-fly. Events are very useful for managing work tasks across multiple teams that relate to a single change request.

Notification - Alerts and reminders Define notification rules to ensure efficient communication throughout the process. Numerous notification rules may be configured based on categories, fields, time, data changes or a combination of the previous factors. A complete record of all email communication is stored.

FormWise Create paperless surveys and approval process forms. Web-based forms are easily defined and may be included as part of the change approval process. Satisfaction surveys may also be used to gauge the end-user acceptance of a change.

Knowledge View & Document Storage Detailed documents of any type may be stored along with a change record. In addition, documents may be created from standard document templates to create a uniform style for test cases, design, back-up procedures, or any other necessary documentation required in the change process.
Reporting & Analysis Complete, out-of-the-box, reporting engine for detail, list, trend and distribution reports. Each report is easily customizable on a per-user basis using a simple report configuration page.
Integrated Solution TechExcel HelpDesk provides an integrated framework for change management, problem/incident management, service level management, IT service, and asset management. TechExcel HelpDesk fully integrates with DevTrack, TechExcel CRM and many partner applications and may be further integrated using LinkPlus, a software development API.