Walker, David wrote:
> Thanks to everyone who responded. The comments have been very helpful!
> Is anyone using RT? 
In my limited experience RT is powerful but has grown rather over the
years to the point where some investment in time is needed to set it up
usably. A PHP oriented person (ahem) might prefer eventum (which is also
fairly configurable, but through the web interface). However, it's
definitely a ticketing system rather than a full change management system.
PS We're too small to justify the kind of separation of roles you're
asking about internally to the library (as opposed to between library
and campus IT). However, I'd definitely like to see more formally
documented procedures: at the moment we just use a wiki and a
remote-hosted commercial ticketing system called kayako which is more
appropriate for help-desk calls than for development work.
> Also, I'm curious how many academic libraries are following a formal change management process?
> By that, I mean: Do you maintain a strict separation between developers and operations staff (the people who put the changes into production)? And do you have something like a Change Advisory Board that reviews changes before they can be put into production?
> Just as background to these questions:
> We've been asked to come-up with a change management procedure/system for a variety of academic technology groups here that have not previously had such (at least nothing formal). But find the process that the "business" (i.e., PeopleSoft ) folks here follow to be a bit too elaborate for our purposes. They use Remedy.
>  http://bestpractical.com/rt
> David Walker
> Library Web Services Manager
> California State University
> From: Code for Libraries [[log in to unmask]] On Behalf Of Mark A. Matienzo [[log in to unmask]]
> Sent: Thursday, February 11, 2010 5:47 AM
> To: [log in to unmask]
> Subject: Re: [CODE4LIB] change management system
> I'm inclined to say that any sort of tracking software could be used
> for this - it's mostly an issue of creating sticking with policy
> decisions about what the various workflow states are, how things
> become triaged, etc. I believe if you define that up front, you could
> find Trac or any other tracking/issue system adaptable to what you
> want to do.
> Mark A. Matienzo
> Digital Archivist, Manuscripts and Archives
> Yale University Library