remedy, a bmc software company change management maximize speed and minimize risk in the change...
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Remedy, a BMC Software company
Change Management
Maximize Speed and Minimize Risk in the Change Process
The Service Desk
Your Change Management
Your Asset Management
Your Service Level Agreements
The Complete Change Process
CHANGE MANAGEMENT
PROBLEM MANAGEMENT
CONFIGURATION MANAGEMENT
INCIDENT MANAGEMENT
SERVICE LEVEL MANAGEMENT
The objective of Change Management is to:
According to Best Practices…
“Ensure that standardized methods and techniques are used for efficient and prompt handling of all changes in order to prevent change-related incidents”.
Changes in your world….
What do changes look like for you…In your day to day professional life..
That’s the international symbol for don’t rock the boat
In everyday language, this means a change management application should:
Organizational Challenges
− Control the lifecycle of a change request−improve change processes that are out of control−orderly deploy an approved change request
− Assess risk and potential impact of planned changes
− Provide cost analysis & management functions
Service – Change and Business Alignment
Is the Service Desk aligned with the business goals and a valuable component of the change process?
Request Process
Planning Process
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Implementation Process
Change Implementers
Approval Process
C.A.B.
Review Process
Request Process
Planning Process
www
Implementation Process
Change Implementers
Approval Process
C.A.B.
Review Process
Request ProcessRequest Process
Planning Process
www
Planning Process
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Implementation Process
Change Implementers
Implementation Process
Change Implementers Change Implementers
Approval Process
C.A.B.
Approval Process
C.A.B.C.A.B.
Review ProcessReview Process
With central Change Management you can…
– Reduce time to implement change without loss of service
– Implement a set of standard lifecycle processes for managing changes
− Expedite decisions with built-in approval process
− Increase visibility and communication of changes to both the business & service support staff
– Accept, log, and store change requests and their unique details
With Change Management Automation, you can..
– Establish an accessible classification system of change categories, priorities, reasons, scope and types
− Ensure consistent set of change terms and data
− Categorize services through
predefined list of service types
− Quickly and consistently implement common change requests
– Define & automate unique change tasks or select predefined tasks.
With a Change Management Solution, you can…
− Simplify change project management
− Enforce change and task dependencies
– Populate change records with planning details to assess risk and impact of changes
– Estimate number of users impacted by changes
– Ensure resources are neither scarce nor wasted
– Evaluate the degree of business & technical risk
− Ensure tasks are accomplished in proper sequence
With Change Management, you can…
– Categorize & track costs associated with a planned change request
– Forecast labor, parts, and fixed costs of proposed changes
– Relate change costs to cost centers and assets involved in the change
– Implement changes that do not fail
– Route prepared changes for approval & test prior to deployment
– Establish the priority and urgency of changes
− Plan & implement back-out procedures if incidents arise as a result of a planned change
− Notify change team to ensure corrective action
Change Management allows, you to…
– Communicate purpose & impact of changes
– Monitor performance through associated service level agreements − Gain organizational buy-in on
scope & impact of change
− Execute changes to accepted standards
– Create and manage work orders for work handled outside of IT
– Ensure external vendors are meeting commitments
– Incorporate both external vendor tasks & internal change tasks
With Change Management, you can…
– Leverage interoperability of change management processes
– Keep asset repository constantly up-to-date with associated changes
– Link change request info to asset configurations
– Integrate asset information to speed analysis of change impacts
Service Model
Service Level Agreement
Asset & Configuration
Change
Service Desk
A Comprehensive Change Management Solution
− Support for key Best Practice processes
− Controls the lifecycle of a change request− improves change processes that are out of control− orderly deploys an approved change
request
− Assess risk and potential impact of planned changes.
− Provide cost analysis & management functions
