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Transcript of — Remedyforce Customer Success January / 2015 Remedyforce Value Enablement Kit – Change...
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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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