A Change Request (CR) is an essential component in IT change management, serving as an organized method to propose, document, and implement changes within a system. This process aims to control and manage proposed changes to a system or product using a change request template or a change request form. Such changes might involve revisions to protocols, metrics, systems, or infrastructures, all meticulously tracked using change request tracking throughout the change request lifecycle.

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But what happens when we fail to observe this vital process? Leaving changes unmanaged and uncontrolled, without a well-defined change request workflow, can lead to a total breakdown or a substantial loss in productivity. Clarifying requests for change, having a standardized change request template, and defining the change approval process are quintessential to the success of any change request management.

Review and Evaluate: In approving a change request, the change control team’s primary task is change request review and change request evaluation. They perform a change impact assessment to identify potential consequences for other system regions. This assessment mitigates risk, analyzes possible resource requirements, and ensures optimum system performance and security.

Documentation: The critical role of documentation can’t be overstated in change request management. Change request documentation processes guarantee consistency, maintain and Improve the quality of services, and ensure traceability. Any change request should contain all vital information: the original situation, the proposed change, the reasons behind the change, and any predicted impacts.

Implement: Proper change implementation using a well-defined change request system provides a controlled environment for necessary changes with negligible interruptions to ongoing services. It ensures a systematic approach to managing change, streamlining processes, reducing time delays, and boosting the overall efficiency of the change management framework.

Therefore, the role of a change request in a change process is central to IT change management. It balances the necessity for change and innovation, minimizing unnecessary disruption and risks.

Examples of Change Request (CR)

Information Technology Setting

An IT services company recently deployed a new customer relationship management (CRM) system. Post-launch, the sales team observed that the system did not have the functionality to categorize clients based on their purchasing behavior. They filed a change request to incorporate this feature, enhancing the system’s ability to curate personalized marketing strategies.

Healthcare Industry

At a healthcare start-up, the development team rolled out a new patient registration system to simplify patient admissions. However, the billing department discovered the system failed to capture critical billing details. They raised a change request to add fields for capturing these missing data, avoiding potential financial discrepancies in the future.

Software Organization

In a software organization, the quality assurance team found bugs in the new release of their flagship product during final testing. The defects were affecting the product’s performance in different user environments. After discovering this, they promptly implemented a change request to correct these bugs, ensuring the software would function as intended across all platforms.

Best Practices for Change Request (CR)

Successful change request management lies at the heart of a smoothly functioning IT department. Central to this is a well-designed and applied change request form. This form standardizes and streamlines the change request workflow, making it easier for IT Managers and Directors to track, analyze, and implement changes.

Create a Change Request Document

A typical change request lifecycle begins with a change request. This request is documented using a change request template and enters the change control system. A change request system reduces errors and confusion by standardizing this initiation process, facilitating efficient change implementation.

Undergo Change Impact Assessment

Change request documentation is then subjected to a rigorous change impact assessment. Here, potential risks and benefits are evaluated, helping IT managers decide whether to proceed, amend, or reject the request. The change request analysis often includes the degree of resource allocation, potential disruptions to ongoing operations, and the projected business impact.

Change Approval Process

The change approval process is the next stage of the change request lifecycle. Decisions from the change impact assessment are reviewed by an authorized panel or individual who either approves, rejects, or requests further analysis. Once approved, the request moves into the change implementation phase, where plans are executed and changes are integrated into the existing IT infrastructure.

Evaluation

Post-implementation, a thorough change request review checks if the changes yield the expected results. This evaluation aids in future change request management, providing essential data for continual improvement. IT change management is thus a cyclical, continuous learning process that needs an effective change request tracking mechanism for best results.

Use of Management Tool

Bringing the Torii SaaS Management Platform into this loop can simplify change request workflow. Automating SaaS operations, it can track change requests from initiation to review, providing insightful metrics at every phase. This platform can identify shadow IT, optimize SaaS licenses, save costs, and offer maximum visibility into SaaS expenditures, providing more insight and control over the change process.

Using Torii can also allow IT professionals to build custom plugins and integrations for their cloud apps, catering to the organization’s unique needs. Simple, intuitive, and adaptable, Torii equips IT departments with the tools they need to handle their SaaS-related work more effectively.

In conclusion, regarding best practices of the Change Request process, a methodological approach coupled with Torii’s technological backing ensures smooth transitions and positively impacts business performance.

Related Tools for Change Request (CR)

• Torii: A cloud-based tool facilitating oversight and optimization of Software as a Service (SaaS) usage and expenditures.
• Monday.com: A versatile project management platform designed to streamline workflows and collaboration.
• Jira: An agile project management tool enabling teams to efficiently plan, track, and manage software development processes.
• Trello: An intuitive task management tool using boards and cards to organize projects and tasks visually.
• Asana: A project management platform focusing on team collaboration, task organization, and progress tracking.
• Microsoft Project: A comprehensive project management software for planning, scheduling, and resource management.
• Wrike: A versatile project management and collaboration platform empowering teams to streamline workflows and increase productivity.
• Smartsheet: A dynamic platform combining project management, collaboration, and automation to drive efficiency.
• Basecamp: A user-friendly project management and team communication tool centralizing project-related discussions, tasks, and files.
• Teamwork: A comprehensive project management and collaboration tool offering features like task management, time tracking, and file sharing.
• ClickUp: An all-in-one productivity platform integrating project management, collaboration, and communication tools.
• Airtable: A flexible and collaborative workspace combining the features of a spreadsheet and database to organize and manage projects.
• Assembla: A platform providing software development teams with version control, project management, and collaboration tools.
• Slack: A communication platform offering real-time messaging, file sharing, and integration capabilities to enhance team collaboration.
• Google Docs: A cloud-based suite of productivity tools, including documents, spreadsheets, and presentations for collaborative editing and sharing.
• Notion: A versatile workspace combining notes, tasks, wikis, and databases, fostering collaboration and organization.
• Evernote: A note-taking application allowing users to capture ideas, organize notes, and collaborate on projects across devices.
• Todoist: A simple yet powerful task management app enabling users to organize tasks, set reminders, and collaborate on shared projects.
• Bitrix24: A comprehensive business management platform offering project management, CRM, HR, and communication tools in one place.
• Zoho Projects: An online project management software enabling teams to effectively plan, track, and collaborate on projects.

Related Concepts in Change Request (CR)

• Change management: Overseeing and controlling any changes made to the IT environment.
• Change control: Managing and governing changes to ensure they are implemented effectively and without negative impact.
• Change process: The structured series of steps and activities to plan, implement, and evaluate changes.
• Change request form: A document that captures information about a proposed change, including its details and justification.
• Change request template: A pre-designed format or layout containing the necessary sections to capture change request information.
• Change request workflow: The sequence of steps and approvals a change request goes through from initiation to implementation.
• IT change management: The specific application of principles and practices to IT systems and infrastructure.
• Change request management: The overall process of receiving, evaluating, approving, and implementing change requests.
• Change request: A formal submission that initiates the change management process, generally containing details about the proposed change.
• Change approval process: The steps and approvals needed to authorize a change request for implementation.
• Change implementation: The activities involved in applying the approved changes to the IT environment.
• Change impact assessment: The evaluation of a proposed change’s potential effects and consequences on the IT system and related processes.
• Change request system: An organized system or software application used to receive, track, and manage change requests.
• Change request documentation: The records and supporting information related to a change request, including the request form, associated documents, and communications.
• Change request tracking: The monitoring and recording the status and progress of change requests throughout their lifecycle.
• Change request analysis: The examination and evaluation of a change request to determine its feasibility, benefits, risks, and impact.
• Change request lifecycle: The various stages and steps a change request goes through, from initiation to closure or implementation.
• Change request review: The process of assessing and evaluating a change request to ensure its conformity with established policies and standards.
• Change request evaluation: Examining a change request to assess its impact, feasibility, and alignment with business objectives.

FAQs: Change Request (CR)

Q: What is a change request?

A: A change request is a formal request to modify a system, process, or document.

Q: How do I submit a change request?

A: The process for submitting a change request can vary depending on the organization. Typically, it involves completing a specific form or using a designated system or software.

Q: What information should be included in a change request?

A: A change request should include detailed information about the proposed change, its impact, the reason for the change, and any necessary supporting documentation.

Q: What is the purpose of a change request?

A: The purpose of a change request is to initiate a formal process to evaluate, approve, and implement requested changes, ensuring they are managed in a controlled and systematic manner.

Q: How are change requests evaluated?

A: Change requests are evaluated based on factors like the importance, urgency, impact, feasibility, and cost of the proposed change, as well as its alignment with organizational objectives and strategies.

Q: What is the difference between a change request and a change order?

A: A change request is a formal change request, while a change order is legal documentation that approves and authorizes the change to be implemented.

Q: Who is responsible for reviewing change requests?

A: Depending on the organization, change requests may be reviewed by a change review board, a change advisory board, project managers, or other designated individuals responsible for evaluating and approving changes.

Q: How long does it take to process a change request?

A: The time it takes to process a change request can vary depending on the complexity of the change, the organization’s change management process, and the availability of resources. It could range from a few days to several weeks.

Q: What happens after a change request is approved?

A: Once a change request is approved, it moves into the implementation phase, where the necessary changes are made, tested, and deployed.

Q: How can I track the status of my change request?

A: Organizational change management processes usually include mechanisms to track the status of change requests. This can be through a change management system, project management software, or manual tracking.

Q: What should I do if my change request is rejected?

A: If your change request is rejected, it is essential to understand why. You may need to revise and resubmit your request or seek clarification on why the change was not approved.