No question about it John. There is no substitute for having a detailed and hardened process. That is the one area (Config Management) that we could have probably done a better job, but that company really consulted us on the importance of that which was another added benefit with working with them.

Check out SunView Software's ChangeGear Change Management solution. It has a great ITIL workflow built right out of the box, easy to use automations that drive the product and email integration. You can also build templates for commonly used change requests which saves you a ton of time.

Pookeye, We just implemented an ITSM solution called Changegear and the company I believe is called Sunview Software. CMDB was one component of the suite that we looked at with change management, project management, software license management and help desk being some other areas. We've been really ...