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Using Spiceworks for Change Control - Justin Davison, R J Lee Group

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Using Spiceworks for Change Control

Using Spiceworks for Change Control

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Using Spiceworks for Change Control - Justin Davison, R J Lee Group Using Spiceworks for Change Control - Justin Davison, R J Lee Group Presentation Transcript

  • Spiceworks: The Change Management System
    Justin Davison
    Sr. Systems Engineer
    R J Lee Group
  • Introductions: Justin Davison
    • 7 Years in SMB IT
    • 2 Years IT Faculty
    • 2 Years active in the Spiceworks Community
  • Introductions: R J Lee Group
    • Analytical Lab and Software Development
    • 250 Employees
    • 5 IT Operations Staff
    • 5 Locations
    • 50 Servers
  • Presentation Agenda
    • Change Control in the SMB
    • Case Study: Change Control at RJLG
    • Evolution of Technology
    • Current Workflow
    • Configuring Spiceworks for Change Control
    • Q & A
  • What is Change Control
    “Change controlis a formal process used to ensure that changes to a product or system are introduced in a controlled and coordinated manner. It reduces the possibility that unnecessary changes will be introduced to a system without forethought, introducing faults into the system or undoing changes made by other users of software. The goals of a change control procedure usually include minimal disruption to services, reduction in back-out activities, and cost-effective utilization of resources involved in implementing change.”
    http://en.wikipedia.org/wiki/Change_control
  • Importance of Change Control
    • Memory of Changes
    • Simplifies Troubleshooting
    • Coordination Between Adminstrators
    • Trending of Changes and Problems
    • Meeting QA Requirements
  • Challenges to Implementation
    • Limited Staff/Time
    • Adoption by Multiple Groups
    • Resistance to Procedure
    • Change Management Systems Not Targeted
    to SMBs
  • Case Study RJLG: Topics
    • Goals and Requirements
    • Infopath Forms
    • Word Forms
    • SharePoint Tasks
    • Spiceworks
  • Goals and Requirements
    • Track changes and relate them to systems
    • Accessible to all IT Staff
    • Includes approval process
    • Low overhead for minor changes
    • Ability to use for all changes
    • Queue management functions
    • Includes management dashboards
    • Reporting functions on recent changes
  • Phase 1: Infopath Forms
    • Con: Required Infopath
    • Con: Too many forms to meet varying needs
    • Con: Approval via email
    • Con: No trending or reporting
    • Con: No queue management
    • Con: No simple process for minor changes
  • Phase 2: Word Forms
    • Pro: No additional software needed
    • Con: Too many forms to meet varying needs
    • Con: Approval via email
    • Con: No trending or reporting
    • Con: No queue management
    • Con: No simple process for minor changes
  • Phase 3: SharePoint Tasks
    • Pro: Accessible to everyone
    • Pro: Freeform tickets
    • Pro: Basic Queue
    • Con: Difficult to trend
    • Con: Limited Queue Management
    • Con: Limited Workflow options
    • Con: No Dashboard or Reporting
  • Phase 4: Spiceworks
    • Pro: Web based, accessible to everyone
    • Pro: Able to create relationships
    • Pro: Supports approval workflow
    • Pro: Supports low overhead workflow
    • Pro: Freeform tickets
    • Pro: Superior reporting and dashboards
    • Pro: Designed around a queue
    • Con: Requires additional server/VM
  • RJLG Workflow
  • Configuring Spiceworks: Topics
    • Custom Attributes
    • Users
    • Notification
    • Ticket Rules
    • Ticket Views
    • IT Services
    • Role Based Restrictions
    • Dashboard
    • Reporting
    • Putting It All Together
  • Custom Attributes
  • Users
  • Notifications
  • Ticket Rules
  • Ticket Views
  • IT Services
    • Vendor Contact Information
    • Support Contract Scope and Dates
    • Relatable to Change Tickets
  • Role Based Restrictions
  • Dashboard
    • Open by Day
    • Closed by Day
    • Requiring Approval
    • Timeline to show recent activity
    • Open by Tech
    • Open by Department
  • Reporting
    • Changes by Week, Month, Quarter
    • Changes requiring Approval
    • Changes involving third party support
    • Changes by Type
  • Putting It Together
    • Custom Attributes Support Ticket Rules and Views
    • Ticket Rules Support Group Notifications
    • Ticket Views support overview of pending changes
    • Reports Support Dashboards
    • Custom Attributes and Views Support Change Control Lite
    • User Roles Protect the application
  • Concluding Remarks
    • Change Control depends on the workflow
    • Spiceworks supports complex workflows
    • Workflow customization is good
    for more than just change control
  • Questions?