Brainstorming, designing, leading, and working to centralize all information about changes to answer the classic question that arises during an incident: What changed?

We accomplished this by applying the concept of the ITIL Change Schedule (part of the Change Control Practice) on the InvGate Service Management platform.

We standardized several categories in InvGate's service catalog and showcased them in a dashboard to ensure they were consistently updated and clearly represented. This process involved mapping the key elements of the catalog, creating those that were missing, and redesigning the associated forms. By doing so, the daily input from agents naturally fed into the dashboard, ensuring it remained current.

We began by isolating changes related to the implementation of business applications, differentiating between changes from the current month and the previous month to enhance traceability for recent changes. The purpose of this tool is not to generate reports—other functionalities are available for historical data analysis—but to focus on tracking changes within a defined period.

Next, we involved more stakeholders. By collaborating with SysAdmins, Database Administrators, and the IT Security team, we successfully mapped changes related to database engines, server updates, and security patches in the service catalog. This allowed us to expand the calendar and enhance our ability to track changes.

The calendar helps you resolve issues, communicate effectively, and plan efficiently.