The change advisory board (CAB) can be one of the most important and useful meetings a service-oriented IT organization holds. It sets out a view of what’s happening to key services over the next week (or longer depending on its frequency and timeframe), confirms the impact to the business, reviews previous change activity, and looks at continual service improvement (CSI).

Topics: ITIL, ITSM, change management, IT Service Desk, CAB

There will be a number of times throughout the year when it’s in the best interest of your business to invoke a change freeze, i.e. a period when changes are minimized, ideally ceased, to protect business operations. This might relate to busy/critical business periods, times such as seasonal holidays when fewer IT staff will be at work, times when major infrastructure changes are already planned, or similar.

Topics: change management

On the surface, determining the status of your service desk historical backlog seems easy. But the scenario becomes more complex when looking at historical data for the week, month, or year. InvGate defines a backlog as “an accumulation of jobs waiting to be solved or completed at any given time”, i.e., pending incidents and requests.

Topics: Reporting, ticketing system, Help Desk Software, Incident Management, change management, data analytics