Looking for change management software

Question

I'm looking for a change management solution for our IT department. If you Google for change management software, you will get everything about source control (programming). Nice, but not looking for that.

Our IT department sometimes collects wishes and request from users for software changes (ERP). We discuss them, sometimes accept them and then we fill in an RFC. The RFC goes to our software vendor (outsourced). We need to track these wishes, request and RFC's. We currently use our e-mail boxes... not good.

So simply put: - reference number - date/time - department - user - wish/request - category - priority - request/wish/description - possible solution - accepeted/denied + reason ("because user is stupid" ;=) - RFC number - status (OPEN, CLOSED, NEVER GONNA HAPPEN etc) - attached documents!! very important!

So something like a ticket system, but better...

Any suggestions?

Answer 1

Then search for "issue tracking" software instead. There's a bunch out there. This is an area where you can do quite different tasks with literally the same software:

• issue tracking
• ticket management
• task planning
• defect tracking
• etc...

Before I start to praise the solution that I could introduce in our company, I can point you to a few Open source producnts:

• Bugzilla
• Trac

These two seem to be widely accepted in the free software world.

A couple of years ago we needed in our company a issue tracking solution. We came finally to select Jira from Atlassian. The reasons why we did choose Jira have been the following:

• complete solution with all features usually found in open source products (Bugzilla)
• simple and intuitive user interface
• low on requirements on the server environment (~ apache tomcat + mysql)
• very attractive pricing

Answer 2

The kinds of systems you're looking for are often associated with terms such as these:

1. Ticketing
2. Issue tracking
3. Helpdesk
4. CRM