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Remedyforce Customer Success

January / 2015

Remedyforce Value Enablement Kit – Change Management

Objective

To provide an overview of Change Management adoption via Remedyforce

• To aid customers as they begin to plan for implementation of Change Management • What is change management?• What do I need to consider?• Best practices?• How is change management enabled in Remedyforce?

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Implementing Change Management to extend the value of Remedyforce…

What is Change Management?

What is Change Management?• A “change” is functional activity or process that alters a managed

configuration item from its current state to a new state.

• It is a governance model that leverages formal policies and procedures to minimize risk and the impact of Change-related incidents to the IT estate.

• It is the responsibility of the entire organization to ensure that standardized methods and practices are used for efficient handling of changes.

Inputs and Outputs for Change Management:

Requests for Change

Inputs Outputs

Change Filtering, Assessment, Scheduling,

Approval, CAB, and Implementation

Change Review and

Closure

Change Initiation

Forward Schedule of Changes

Requests for Change

CAB Minutes

Reports

CMDB

Problem Mgmt

Service Request Mgmt.

CMDB

Change Management Integrated with Other Processes

Change Management

Service Request

Standard Change

Release Management

Coordination of Major/Minor/Delta

Releases

Configuration Management

CI Updates Impact Assess / Collision Detect

Error Control / Corrective Action

Service Level ManagementSLA/OLA

Reporting

Problem Management

Incident Mgmt.

Standard Change

Change Management RolesChange Initiator

• Initiates change requests

• Can have input into assessment and planning of the change, building and testing of the change and, implementing, assessing and reviewing the change

Change / Release Coordinator

• Assesses change requests that are submitted for approval

• Monitors changes from the build to the test stages

• Coordinates risk and impact analysis

• Develops implementation plans by creating and assigning tasks

• Coordinate s building, testing and implementation of changes as per the Forward Schedule of Changes (FSC)

Change Manager

• Identified typically as the Change Management “process owner”

• Risk & Impact Analysis Review

• Ensures that the timing of changes don’t conflict with other planned changes

• Facilitates the CAB Meetings

• Oversees obtaining approval for changes

CAB/CAB EC

• A group of people who have authority for assessing and advising on the implementation of major and significant changes and, meet/review/agree on pre-approved standard changes

• The Change Advisory Board /Emergency Committee (CAB/EC) is a subset of the full Change Advisory Board (CAB) which handles emergency change requests.

Reporting and KPI’sKPI Definition Frequency Unit

Successful changes

The number of completed changes with the Closure Category field set to "Implemented", divided by the total number of completed changes.

Monthly %

Emergency changes

The number of completed changes with the Category field set to "Emergency - Required for Incident Resolution".

Monthly # of changes

Time to plan The average time it takes, from the moment a request with the Request Type field set to "Request for Change" has been registered, until the change to which the request is linked gets its Status field set to "To Be Approved".

Monthly # of work hours per request

Time to approve

The average time it takes for the Status field value of a change to get from "Approval Requested" to "Approved".

Monthly # of work hours per change

Backlog of changes

The number of changes that do not yet have their Status field set to "Completed".

Daily # of changes

A look at the Change Request:

A look at the Change Request (cont.):

Link Configuration Items Impacted by

Change

Perform Change Assessments

Manage Approval Process

Create / Link Tasks

Creating a Standard Change

Standard Change Process

Normal Change Process

Additional Resources

Online Web Based Training

Customer/Partner Community

How To Video’s

Alignability ModelOnline Help

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