Open Spiceworks
http://NameOfServer/spiceworks/
Go to Advance Settings:
1. I added four custom attributes for Tickets:
a. One called "Change" with Enumerations of "Yes, No"
b. One called "Change Goals" with Enumerations of "Hardware Fix, Software Fix, Install, etc., etc."
c. One called "Change Risk" with Enumerations of "Minimal, Moderate, Significant"
d. One called "Change Type" with Enumerations of "Low, Medium, High, Emergency"
It should look like this:
2. When a change needs to tracked, a ticket is created with a title, "Request for Change", or "RFC".
3. The description of the change, the roll-back procedures, and all other required normal change management information is included in the ticket. In some instances, the requestor attaches a document with additional information.
4. The ticket is assigned to IT Manager (me) and I mark my approval in the ticket.
5. If other approvals are needed, I then assign the ticket to those individuals for their additional approval.
6. After all approvals, the ticket is assigned to the Infrastructure technician performing the work and closes it when the task is completed successfully.
Now, some of this requires solid business processes to work, but so far it’s worked great. I am able to pull reports at anytime through the custom Change Management Report I created and review past, present, and future RFC’s. I’ve even exported the reports to Excel and created great slides and graphs that Senior Managers love. But, most importantly I’ve been able to associate all RFC’s with a real devices in our infrastructure inventory – a vital requirement for our tracking purposes.
It’s worked great for me, I hope others can find useful things to do as well!
Jason H. Smith says
Hi Jared,
Thanks for your past mention of Spiceworks on your blog. Articles like this really make all the difference in spreading the word about free IT management software to small and medium businesses.
I wanted to contact you to see if you’d be interested in checking out and reviewing the Spiceworks 4.5 Beta. I know you’re busy with a baby on the way (congratulations!), but if you’re still blogging to pass the time, we’d love your input. You can find all the information you need about the Beta here – http://community.spiceworks.com/topic/81484.
Feel free to contact me if you have any questions. Thanks again Jared and best of luck with the new baby.
-Jason Smith, Spiceworks
Jared Heinrichs says
Thanks Jason,
I have been pretty busy but I’d love to try it out. I will email you once I do a review.
Jared
Jason H. Smith says
Completely understand about your hectic schedule Jared. Again, if you find the time, we’d certainly value your input. Thanks!
Dave Baideme says
Jared,
After a year of posting this solution I am interested to know if you are still using this solution?
Thanks
Dave Baideme
Jared Heinrichs says
I am still using Spiceworks. The product has really matured since I first wrote this. It works really well in small to Midsize companies.
I’m not sure how well it would work in Large sprawling enterprises.
The price tag is also pretty nice 😉 FREE 😉
I’d definately recommend you to install it and play around with it. The helpdesk feature is great as well.
Dave Baideme says
Jared,
I have been using Spiceworks for a few months now. And I do love many of the features built in. Including the help desk that I use on a daily basis.
I was referring specifically to the way you described using change management in this article. You now have more than a year of experience using change management with SW. I was curious if you still found SW to fill your needs for change management?