CA Service Desk Manager – Change Management · PDF file27 Compliance Report All...

CA Service Desk Manager –Change Management

Ken Laufmann

Raymond Cadden

Terms of This Presentation

This presentation was based on current information and resource allocations as of October

2009 and is subject to change or withdrawal by CA at any time without notice.

Notwithstanding anything in this presentation to the contrary, this presentation shall not serve

to (i) affect the rights and/or obligations of CA or its licensees under any existing or future

written license agreement or services agreement relating to any CA software product; or (ii)

amend any product documentation or specifications for any CA software product. The

development, release and timing of any features or functionality described in this presentation

remain at CA‟s sole discretion. Notwithstanding anything in this presentation to the contrary,

upon the general availability of any future CA product release referenced in this presentation,

CA will make such release available (i) for sale to new licensees of such product; and (ii) to

existing licensees of such product on a when and if-available basis as part of CA maintenance

and support, and in the form of a regularly scheduled major product release. Such releases

may be made available to current licensees of such product who are current subscribers to CA

maintenance and support on a when and if-available basis. In the event of a conflict between

the terms of this paragraph and any other information contained in this presentation, the

terms of this paragraph shall govern.

2 October 13, 2009 CA Service Desk Manager – Change Management Copyright © 2009 CA

For Informational Purposes Only

Certain information in this presentation may outline CA‟s general product direction. All

information in this presentation is for your informational purposes only and may not be

incorporated into any contract. CA assumes no responsibility for the accuracy or completeness

of the information. To the extent permitted by applicable law, CA provides this document “as

is” without warranty of any kind, including without limitation, any implied warranties or

merchantability, fitness for a particular purpose, or non-infringement. In no event will CA be

liable for any loss or damage, direct or indirect, from the use of this document, including,

without limitation, lost profits, lost investment, business interruption, goodwill, or lost data,

even if CA is expressly advised of the possibility of such damages.


Agenda

> CA Service Desk Manager r12.1 Release Overview

> Change Management Feature Review

> Signup for Beta

> Questions


r12.1 - Change Management

> Change Order Calendar

Change Collision Detection

Blackout Periods and Maintenance Windows

Create Change Order from Calendar

> Change Advisory Board Console

Console for real-time CAB Approval

> Impact Analysis

> Conflict Management

> Change Process Workflow Visibility

Visual rendering of the approval process and

status

> Risk Assessment Survey Option

> Content

Surveys, Reporting, Field Attributes, process

workflow


r12.1 - Change Order Calendar


7

Change Order Calendar - Filters

October 13, 2009 CA Service Desk Manager – Change Management Copyright © 2009 CA

Change Order Calendar - Blackout Windows


9

Create Change from Change Calendar


Change Calendar Conflict Warning

Change Collision Detection – based on the association of the CI to multiple

Change Orders that are scheduled at the same time


Conflict Analysis

Change conflicts are logged for reference and auditing October 13, 2009 CA Service Desk Manager – Change Management Copyright © 2009 CA

12

Scoreboard Conflict List View


Conflict Detail


Change Advisory Board (CAB) Console


CAB Console


Impact Explorer


17

Where is this Change Within The Process?


18

Risk Survey – Change Requestor View


Risk Survey - Defining


Risk Survey - Defining - Risk Range


21

Associate Risk Survey to Category


22

Risk

CAB

Closure Code

CAB Approval

Business Case

New Change Order Fields And Attributes


Change Order Calendar – Free/Busy Times

Help select Scheduled Start Date for Change

View Free/Busy allocation of attached CIs


Change Management Process Definition

> Change Management Process CA Workflow Definition

Download from support.ca.com

Change Management process for all

– Standard

– Normal

– Emergency Changes

– From initial Request, through Implementation and Post

Implementation Review.

Determines approval path based upon

– „Type‟ of Change Order and associated „Risk‟ Level

Modify and adapt

– Address your specific Change Management process

> Aligns to ITIL v3



> Incorporates CA Service Desk 12.1 new Change

Management features/functionality including:

Change Type (included in 12.0 and 12.1)

CAB

CAB Approval Flag

Risk Assessment Survey

Business Case

Closure Codes

Status Codes

Conflict Analysis

Impact Analysis


> Change Management Process Definition in Design Mode:

26



27

Compliance Report

All successful and unsuccessful implemented Change Orders

This report shows total number of change orders, % of successful

change orders, % of unsuccessful change orders, and % of successful change orders with errors for a given Change Group,

and for the specified period of each category of given Change Group.

All Rejected Change Orders

This report shows total number of change orders, % of Change

Orders Rejected during approval phase, group by change category, Change Group, for the specified period.

All Normal/ emergency/Standard Change Orders

This report shows total number of change orders and % Normal,

% Emergency and % Standard Change Orders group by category, Change Group, for the specified period.

Change Order implementation cost details

This report shows the associated costs for Change Order grouped

by Change Group, Category, No. of Change Orders, Actual cost and Estimated cost for all the Change Orders for the specified period from the group.

Change Orders initiated from Problem/Incident

This report shows the no. of Change Orders initiated from

Problem/Incident tickets grouped by Change Group, No. of Change Order and % of Change Orders initiated by Incident/Problem ticket

against the total no. of Change Orders raised from the specific group.

Change orders outside Maintenance windowThis report shows the Change Orders grouped by Change Group

and lists all the change orders which are scheduled outside the maintenance window

Change orders outside Blackout window periodThis report shows the Change Orders grouped by Change Group

and lists all the change orders which are scheduled outside the Blackout window period

Change Order in Detail

This report shows the Change Order in detail, This report will

provide all the details of the Change Order properties like Type, Assignee, Priority, Risk Level, Category, Status, Open date,

Estimated duration, Description, Implementation plan, Business justification, Tested by, Project details, Affected CI, Impacted CI’s


Change Management Reporting

28

Forecast report

All the Change Order requests waiting for CAB approval

All Change Order requests waiting for CAB approval, risk level rating which should also contain category, Priority, Risk Level, Status, Planned Implementation Date & Time

All the approved and scheduled for implementation Change Orders

All Change Orders scheduled for implementation, grouped by Change Group, risk level rating which should also contain Category, Priority, Affected CI, Risk Level and Planned Implementation Date & time.

Volume report Total No. of Change Orders implementedThis report shows number of change orders which are closed in the specific period for all requestor groups


Change Management Reporting

Interested in Beta?

> CA Service Deck Manager r12.5 Beta

Beta Starts Dec 1 2009

– On site Beta

– Betas on Demand

> For more information or to sign up todayhttp://supportconnectw.ca.com/public/ca_common_docs/cabetas-programlist.asp


Questions?


CA Service Desk Manager – Change Management · PDF file27 Compliance Report All...

Documents

Transcript of CA Service Desk Manager – Change Management · PDF file27 Compliance Report All...