This document summarizes a presentation about using the Spiceworks change management system. It discusses how RJ Lee Group evolved their change control process from using InfoPath forms, Word forms, and SharePoint tasks to implementing Spiceworks. Spiceworks met their needs for tracking changes, an approval process, reporting, and a queue system. The presentation covers configuring Spiceworks with custom attributes, users, notifications, ticket rules, views, services, roles, dashboards and reports to support their customized change control workflow.

1. Spiceworks: The Change
Management System
Justin Davison
Sr. Systems Engineer
R J Lee Group

2. Introductions: Justin Davison
•7 Years in SMB IT
•2 Years IT Faculty
•2 Years active in the Spiceworks Community

3. Introductions: R J Lee Group
•Analytical Lab and Software Development
•250 Employees
•5 IT Operations Staff
•5 Locations
•50 Servers

4. 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

5. What is Change Control
“Change control is 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

6. Importance of Change Control
•Memory of Changes
•Simplifies Troubleshooting
•Coordination Between Adminstrators
•Trending of Changes and Problems
•Meeting QA Requirements

7. Challenges to Implementation
•Limited Staff/Time
•Adoption by Multiple Groups
•Resistance to Procedure
•Change Management Systems Not Targeted
to SMBs

8. Case Study RJLG: Topics
•Goals and Requirements
•Infopath Forms
•Word Forms
•SharePoint Tasks
•Spiceworks

9. 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

10. 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

11. 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

12. 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

13. 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

14. RJLG Workflow

15. Configuring Spiceworks: Topics
•Custom Attributes
•Users
•Notification
•Ticket Rules
•Ticket Views
•IT Services
•Role Based Restrictions
•Dashboard
•Reporting
•Putting It All Together

16. Custom Attributes

17. Users

18. Notifications

19. Ticket Rules

20. Ticket Views

21. IT Services
•Vendor Contact Information
•Support Contract Scope and Dates
•Relatable to Change Tickets

22. Role Based Restrictions

23. Dashboard
•Open by Day
•Closed by Day
•Requiring Approval
•Timeline to show recent activity
•Open by Tech
•Open by Department

24. Reporting
•Changes by Week, Month, Quarter
•Changes requiring Approval
•Changes involving third party support
•Changes by Type

25. 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

26. Concluding Remarks
•Change Control depends on the workflow
•Spiceworks supports complex workflows
•Workflow customization is good
for more than just change control

27. Questions?