Change Request Management

Serena Change Request Management automates the capture, routing, collaboration, and execution of changes, ensuring that:

• Change requests are efficiently captured and routed to the appropriate people for approval and execution, ensuring that change requests are prioritized and managed through the entire change process.
• Change requests are coordinated across different people, teams, and systems. Impacted teams are notified early in the change process, minimizing downstream risk and ensuring that change tasks don’t fall through the cracks.
• Everyone involved in the process—including the originator of the request—can see the latest status of the change request. Visibility into the change process eliminates unproductive email threads and increases stakeholder satisfaction. Complete audit trails keep you in compliance with internal and external regulatory mandates.

Manage the Process of Change

Whether you need to track changes for a single project or manage an enterprise-wide change advisory board, the process of managing change request is just that: a process. Serena Change Request Management makes managing change more productive than ever. Serena Change Request Management collects change requests via simple, easily-configured web forms. Once collected, change requests are routed to the appropriate people or groups for triage, approval, and execution.

By treating change management as a true process, you’ll spend less time in change status meetings and more time ensuring that your business runs efficiently. Once collected, change requests are routed to the appropriate people or groups for triage, approval, and execution. You can also manage the Change Review Board voting process, making it easy for each member to vote to approve or reject the request.

Visibility and Traceability

Change Request Management provides visibility into the entire change process. Requestors can see the up-to-date disposition of requests. Managers can see everything from trend reports to detailed status of individual CRs. Sophisticated notification capabilities ensure that everyone is kept abreast of changes, and that exceptions are handled quickly and according to established business rules.

Further, Change Request Management keeps a detailed audit log, ensuring that you can always see who approved or made changes, and when. Change Request Management supports common methodologies such as ITIL or COBIT and provides the necessary documentation to comply with mandates such as Sarbanes-Oxley or HIPAA.