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hen emergency services employees want to log incidents related to control room systems or network equipment, they go to the control rooms IT
says Frans. We want to use Change Management to help us structure these changes.
department. The Control Room Brabant South-East, based in the Netherlands, uses TOPdesk to track these incidents and handle change requests. Every year, its staff process about 3600 incidents regarding system and equipment malfunctions.
This type of process requires multiple steps, such as deactivating the unit and informing the team leader. Change Management can help support workflows like these. Brabant South-Easts control room has created templates for its various processes. If an incident regarding lost equipment is logged, they simply select a template and all operators will automatically receive an email detailing the steps they need to take.
An instructive session
All attendees found the session very useful. There was a considerable knowledge gap between some individuals, which lead to many different questions: from specific functionalities to process design. At the end of the day, Gerben and Frans are
satisfied with the results. It was a successful afternoon says Frans. We are noticing that other control rooms are also using the Change Management module.
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