Embrace Change, While Managing Risk

Easily manage and implement changes with InvGate Service Desk. Our powerful workflow builder and automation capabilities make it simple for you to assess the impact, risk, and urgency of changes, prioritize and approve, and coordinate their implementation, all in a controlled and efficient manner.

ITIL Certified Best Practices

InvGate Service Desk’s change management capabilities have a workflow and automation as their backbone. This takes each request for change (RFC) from logging, through assessment (including the change advisory board (CAB) where needed), to change authorization and the release management process. InvGate supports this through making the required data and information available and providing insight into RFC progression.

All-In-One ITSM Solution

InvGate Service Desk is a single ITSM solution built on a single technology platform such that the change management module just works with other ITSM capabilities such as incident, problem, and configuration management. For example, the parties considering a RFC can look to incident, problem, and configuration management data to understand the risks and potential impact associated with it.

Change Management Analytics

As with all InvGate Service Desk modules, change management is supported by a full reporting and analytics suite that allows change managers and senior management to understand how well the change process is performing – from RFC logging through to change approval. These capabilities also meet governance needs around change control such as audit trails.

Benefits of InvGate Change Management

InvGate Service Desk will help your company better manage change and the associated costs and risks. InvGate’s change management capabilities help IT teams to systematically consider, assess, and approve change through standardized, best practice processes enabled by workflow and automation. They can also be configured to accommodate your company’s appetite for risk. The benefits include:

Prevention of change-related incidents

Better Major Incident Management

Increased customer satisfaction

Meeting internal and external governance needs

Different parts of the organization will have different vested interests in the change management process. While much emphasis will be placed on positive aspects such as increased speed and risk mitigation, a big benefit for many – including end users and service desk agents – is the minimization of change related incidents. Which, for many companies, still form too large a part of monthly incident volumes.

InvGate’s problem management capabilities can also be applied for root cause analysis and resolution post major incidents. It can be used as the backbone of the post major incident review process to improve not only IT services, but also the major incident management process itself.

Effective change management not only speeds up change delivery, it also reduces change-related issues and their unfortunate effect on business operations. This will have a positive impact on both service desk agent and end-user satisfaction; and, in the case of externally-facing technology such as self-help capabilities, it will also help to retain existing customers.

InvGate’s change management capabilities allow your company to levy the required level of internal control to change, as well as the ability to demonstrate the consistent application of those controls. From ensuring that things are documented (including decisions), that there is adequate business representation and separation of duties, to reports and audit trail availability to interested parties.

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