8.8 Software tools

For all but the smallest of organisations, a Configuration Management-based tool, capable of storing all relevant configuration items (CIs), and the important relationships between them, should be used. Such a tool should have the following facilities:

• RFCs and PRs stored upon the same database, in an easily accessible format
• the ability to identify the relationship between RFCs, PRs and CIs
• the capability to link RFCs to projects
• the means to identify easily the other CIs that will be impacted whenever a Change to any specific CI is proposed
• automatic production of requests for impact and resources assessment to the 'owners' of the impacted CIs
• the ability for all authorised personnel to submit RFCs from their own terminal or location
• the ability to 'progress' requests through the appropriate stages of authorisation and implementation and to maintain clear records of this progress
• the ability to allow Change Management staff, Change builders, testers, etc to add text to Change records
• clear definition of back-out procedures should a Change cause problems
• automatic warnings of any RFCs that exceed pre-specified time periods during any stage
• automatic prompting to carry out reviews of implemented Changes
• automatic generation of management and trend information relating to Changes
• the ability to build Changes
• automatic production of FSCs
• a process/workflow feature.

A range of tools is available that to varying degrees integrate all five Service Support processes. An integrated toolset is the recommended option but free standing PC-based database and spreadsheet packages can also be used to log Changes in many environments.