Sie sind auf Seite 1von 3

22

Text: Sanne Brakel

CHANGE MANAGEMENT IN THE CONTROL ROOM


On 9 May, TOPdesk organized an interactive session on Change Management, in cooperation with Brabant South-East control rooms Control Room and Communication Technology Department, aimed at the IT department managers from five other control rooms. During this afternoon session, TOPdesk consultant Carolien Kleijer demonstrated the latest version of Change Management, and there was a lively discussion on structuring change processes for control rooms.

Photography: Sanne Brakel and iStockphoto

23

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.

Change Management in the control room


The afternoon started with a presentation, showcasing the modules new features, followed by a discussion of two case studies. One of these cases covered missing equipment, as it is not uncommon for walkie-talkies and other devices to go missing.

Knowledge sharing for control rooms


The IT managers often meet to exchange ideas on equipment maintenance. They also discuss applications, including TOPdesk. During one such meeting, Gerben Jansen and Frans Smulders came up with the idea to organize a session on what Change Management can mean to control rooms. I wanted to introduce my colleagues to the latest version of TOPdesks Change Management module, explains Frans. After Gerben and Frans approached TOPdesk with the idea, consultant Carolien Kleijer got on board and helped organize the session.

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

THE WORKFLOW MISSING WALKIE-TALKIE CAN BE SUPPORTED EASILY IN CHANGE MANAGEMENT


Carolien Kleijer - TOPdesk

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.

Share your bright idea!


TOPdesk enjoys helping its customers with initiatives like this. If you have a great TOPdesk-related idea and want our help, we would be more than happy to assist.>>

Interactive afternoon at the police station


On 9 May, the local police station hosted the interactive session. The group comprised nine TOPdesk employees and control room managers. As the managers see each other quite often at their meetings, there was a relaxed, informal atmosphere which helped get the lively discussions going. Over the course of the afternoon, the Change Management module was discussed at length. Many control rooms have yet to adopt TOPdesk, and Gerben and Frans were eager to show their colleagues how the module would help them manage their change processes. We deal with all sorts of changes, both big and small,

24

Change Management Tips & Tricks


1. Make sure you have a good step-by-step plan. When a change is requested, which steps need to be taken? Who is responsible for these tasks, and what is the duration of an activity? When the steps for each process are outlined clearly, it is easy to turn them into a change template in TOPdesk. 2. Use the Change explorer. The Change explorer grants you an overview of the changes and the related activities. This provides you insight into where things are going wrong and when you need to intervene. 3. Use the mail import for change requests. If you use TOPdesks automatic mail import, you will not have to log a change request. What is more, the request or incident will be directed to the correct module automatically (Incident or Change Management). 4. Use the planners group overview. If you work with various groups, you can use the group overview to see who needs to perform which tasks when a change is requested. 5. Work with optional activities. It is possible to turn even the most extensive change scenario into a template and select which activities are applicable for each instance. In this way, you wont have to create a template for every single exception to standard situations.

Control room managers during the interactive session

Das könnte Ihnen auch gefallen