Change Form

Ticket Data

To accede to any changes you have to click on ID or the topic in the list of the main screen. Once inside, GlobalSUITE provides the following options:

• ID: It corresponds with the name or for identifying the change which is being registered.

• Topic: In this field it’s defined the title of the change.

• Description: It’s one of the most important points, because through this field it’s possible to specify on which the change consists.

• Fecha de registro: Date of the communication.

• Type: This field allows you to define the type of change that are going to proceed with

• Status: It defines if the service request is registered, approved, denied or closed.

• Services: In this field it serves to associate the services associated with the request

All the fields previously identified, they will appear in the information which will receive the client in case the necessity of the change has been communicated by a ticket through the Customer Portal.

GlobalSUITE also allows you to define the following information in the service requests:

• Customer/Origin: In case the Incident or Problem has been opened from the Portal, this field will be completed automatically. If it’s opened manually, the solution allows you to establish the origin.

• Contact: If it has been generated by the Customer Portal, the contact will correspond to the person in charge for generating the event. This field is changeable, and it’s possible to concretize other user which will proceed to inform about the status of the Incident or Problem.

In case it has been generated manually, this field will indicate to whom you must contact to inform about the status of the change.

• E-mail: It indicates the mail you can communicate the status of the request.

• Alert changes:When you select this option, GlobalSUITE will send the information about the changes of status and classifications realized
  NOTE: In case an Emailing group has been created in the section 'Start up/Business Relations', GlobalSUITE allows you to send alerts to a specific group. For this task you have to select the company you want (it must be created in the section 'Start up/Business Relations') and determine if you wish to advice a contact or a group. In case you select the Group, the software offers the possibility for sending to the group that you want to notify the changes in the ticket.

• Affected areas: It allows you to determine which company areas are affected by the incident or problem.

Employees

• Employees: It allows you to define the employees which will coordinate the realization of the change. It is necessary that these employees have been defined in the option Employees Management before.

Evidences

• Evidences: The solution allows you to attach any type of file. In case you don’t attach the documentation, it’s possible to realize a description in the field ‘Evidences’.

Evaluation Data

• Supervisor: It allows you to define the employee who will coordinate the conduct of the assessment of the change (Before to do it)

• Acceptance/Denial Date: It allows you to define when the change has been accepted or denied.

• Preliminary Assessment: It allows you to register the information during the initial assessment

• Resolution Time: It allows you to know the time used and to know if the change is accepted or denied.

• Resources: It allows you to define the resources which are necessary to realize the change.

• Budget: It allows you to establish the necessary budget to realize the change.

• Impact: It allows you to establish a qualitative value for determining the level of damage which the change causes.

• Urgency: It allows you to establish a qualitative value for determining the celerity which the change must be solved.

• Priority: This value is generated automatically by GlobalSUITE, making the arithmetic mean of the values established in the fields Impact and Urgency.

Configuration

• Configuration items: It allows you to determine which settings items are affected by the change. In this field it’s possible to associate automatically RFC to specific setting items

The options ‘Services’ and ‘Elements’ are essential to associate the settings items.

• Services: It allows you to determine on which service the change affects.

In this way, GlobalSUITE will offer the following option to those elements which intervene in the provision of the service (which will be affected by the change).

• Items: It establishes depending on the service, all those configuration items that are affected by the change that has been evaluated and approved.

Risks

It offers the possibility to visualize the items affected by the event or values previously defined in the risk analysis. The tasks, which can be done in this section, are:

• Items: It allows you to select the item or items affected by the event.

• Analysis: It allows you to select the analysis or several analysis where is valuated the specfic item.

NOTE: An item can be assessed in different risks analysis and with different valuations. Hence there is the need for indicating the risks analysis which we want to load.

• Add Item: Once selected the item, you can insert it in the table.

• Remove Item: It allows you to remove one or several items of the tablew. For this reason you have to select the row or rows yoyu want and click on the button 'Remove Item'.

Once selected the row of the desired item, the table, which is located at the bottom, allows the user to visualize or modify the values defined in the section 'Analysis/Risk Analysis'. GlobalSUITE stands out in red those valuations which have been modified.

NOTE: The platform allows you to simulate how the incident affects to the assest valuated in the section 'Risk Management/Projection & Simulation'

The actions, which can be done in the table,are:

• Restore Threats: It allows you to restore the initial values of the table according to the Risks Analysis. Permite restaurar los valores iniciales de la tabla segun el Análisis de Riesgos realizado.

Implementation & Follow-up

GlobalSUITE allows you to establish the actions realized for the implementation and Follow-up of the change that has been defined by the following options:

• Implementation Supervisor: It establishes the employee who will coordinate the actions realized for achieving the change.

• Implementation Date: It allows you to register the date on which the change has been implemented.

• Implementation Plan: It defines the actions to follow up for implementing the change.

• Turning Back Plans: It allows you to reference or define the actions to take in case the process of change has derived to incidents, so that they have to restore the state before the change.

• Post-implementation Review: It allows you to leave a record of the actions realized for verifying that the change made was successful.

• Follows-up: In this option, you can identify any action realized with respect to the change management.

Any follow-up registered it can be sent by an e-mail to those people which you consider necessary to inform. You have to specify the e-mails and use the option Send e-mail.

Delivery & Closure

GlobalSUITE allows you to manage the changes and deliveries in the same option. For the management of the changes and its delivery, GlobalSUITE provides the following records:

• Final Evaluation: It allows you to leave a record of the actions associated with the assessment of the delivery.

• Closing Date: It determines the closing date or completion date.

• Evidences: It allows you to associate any document you need for registering a correct delivery after the change.

Inputs & Outputs

• Inputs: It allows you to determine if the incident or problem proceeds from other type of event and GlobalSUITE provides the following options:

  • Corrective action.

  • Preventive action.

  • Non-conformity.

  • Change

  • Service Request.

  • Incident.

  • Problem.

  • Event.

  • False positive.

• Outputs: It allows you to determine if the incident or problem derives in other type of event and GlobalSUITE provides the options previously exposed for the input.

There are a set of common options for the Inputs and Outputs:

• Add: You have to select the type of event where proceeds or on which derives for including in the appropriate field. It generates the event in other option of GlobalSUITE®, except the cases: Event & False Positive.

• Remove: It remove any event which has been added before.

• Associate existing ones: In case the event has been created before, this option allows you to look for the event in a way that you can allow you to associate the appropriate service request.