In modern ITSM practices when we are trying to automate as much as possible, we would like to automate our change schedule calendar (at least conflict handling) properly and smartly.
We have gone full Atlassian in implementing our ITSM suite (Jira, JSD, Confluence, Insight, etc) but I am unsure on how we can implement Calendar integration properly with our change management policies.
In our policy, we will have:
- Block-out dates where no change is allowed unless it's approved by upper management
- Changes on the same CI occurring at the same time (conflict resolution / acceptance) - prompt for reschedule or accept with comment
- Changes on CI that are interrelated to each other occurring at the same time (conflict resolution/ acceptance).
Maybe automated conflict resolution is not feasible, and there needs some manual intervention (i.e. risk acceptance of conflict, manual rescheduling, etc) - but it would be good if we can somehow prompt this through a good workflow.
Currently all changes will go through a Change Management workflow according to ITIL change types via JSD (customer portal).
We will also have a weekly CAB meeting with the change calendar and change listing (potentially in Confluence - integrated with JSD).
I was wondering if anyone can suggest potential add-ons and/or change management change calendar implementation using Atlassian products that works well.
Thanks,
Andrew.
