theGuard! ServiceCenter includes an ITIL module that maps the processes of problem and change management. This module is also included in the "ITIL-compliant theGuard! Service and Support BaseKit" – an add-on for theGuard! ServiceDesk customers.

According to ITIL, problem management is clearly distinguished from incident management. Incident management aims at eliminating any disruption as quickly as possible. This doesn’t necessarily involve solving the underlying problem but can be realized by using a workaround. Finding the reason for a disruption, however, is a problem management task.

Problem management objectives at a glance:

• find the root cause for incidents
• prevent reoccurrence of such incidents
• enable reactive and proactive minimization of adverse effects of incidents and problems [and of their frequency] on business operations
• trigger corrective action

In order to ensure proactive identification of problems, users need a central overview of incidents that are substantially similar and might have the same root cause. For this purpose theGuard! ServiceCenter offers comfortable and detailed search options. Incidents that are substantially similar can be assigned to the corresponding problem with a single click.

Problem management interacts directly with the respective incidents in the process itself. If, for example, a workaround is found and incorporated into the integrated knowledge base, every incident that is categorized accordingly is linked with the existing solution.

In order to find a problem’s root cause and a workable solution, error control tasks and problem control tasks can be assigned to different supporter groups allowing for parallel processing of the problem.

When root cause of and solution to a problem are established, it can then be turned into a request for change (RFC) and handed over to change management. It remains possible to associate subsequent incidents with that problem and to include the same information as in previous incidents.

ITIL-compliant change management is a well thought-out procedure for the implementation of necessary changes in an IT environment that takes potential risks and business continuity into account.

Change management objectives at a glance:

• minimize adverse effects of change-related incidents on service quality
• enable efficient and prompt handling of all changes
• employ standardized methods and procedures
• maintain the proper balance between need for change and the potential detrimental impact of changes
• ensure high visibility and open communication channels

For the most part, IT administrators have lost track of the dependencies between applications and systems (configuration items). Various teams within a single company are often responsible for different tasks that interfere with one another. A SAP administrator, for instance, is not aware of all network dependencies in order to be able to guarantee proper operation of the SAP system. To minimize the adverse affects of change-related incidents on service quality, it is vital to establish coordination between the individual teams. theGuard! ServiceCenter implements the ITIL change management process in a template that can be adjusted to suit the requirements of modern businesses.

Submission to the Change Advisory Board and the standard approval procedure are integrated into the process, facilitating risk assessment and detailed change planning.

Taking temporal dependencies into account is vital to the success of changes.

Example: A SAP upgrade cannot be performed on a Saturday morning at 9am because the network connection to the backup system is not available. The Forward Schedule that is integrated into theGuard! ServiceCenter will provide an overview of upcoming changes. It provides information on which changes are to be made and which changes are possible.

With this schedule, Change Managers and Change Advisory Boards are given a valuable planning tool. The Forward Schedule contents can be made accessible to IT staffs. This creates a high level of transparency and an additional communication channel.

An overview of configuration items that are affected by a change can be integrated into the forms.

theGuard! ServiceCenter allows companies to rapidly and efficiently introduce the use of standardized methods. Because every IT organization is different, the change management process can be adapted flexibly to suit individual requirements – just as every other process within theGuard! ServiceCenter. It is the ideal solution for companies that seek to align their procedures with ITIL service and support processes from beginning to end as well as for companies that want to implement only some of the processes.

• flexible change and problem management
• rapid introduction of ITIL-compliant standard processes
• assign and manage ITIL roles
• clear distinction between incident and problem
• efficient handling of repeated incidents through problem management
• log changes
• management and standardized processing of changes
• calendar function for scheduled changes