Technology has improved the support of ITSM best practices consistently over the last 20–30 years. It has especially matured the support of many operational processes, including change management. The following list shows many of the key requirements for the change management process. You may have additional requirements, but the following list is a sample of what should be expected of any service management tool. The most important thing to remember about selecting any technology is that it will not make a poor process better, and it is important to realize how the tool will be used to select one that will be most effective for your needs.
Change management requirements include the following:
- Enabling a mechanism to support a configurable change process and categorization templates
- Offering basic required data fields in a change record
- Enabling a means to document backout procedures, installation directions, and turnover documents...