Change Management Maximize Speed and Minimize Risk in

Change Management Maximize Speed and Minimize Risk in the Change Process Remedy, a BMC Software company

The Service Desk

Your Change Management

Your Asset Management

Your Service Level Agreements

The Complete Change Process INCIDENT MANAGEMENT PROBLEM MANAGEMENT CHANGE MANAGEMENT SERVICE LEVEL MANAGEMENT CONFIGURATION MANAGEMENT

According to Best Practices… § The objective of Change Management is to: “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

Organizational Challenges § In everyday language, this means a change management application should: − 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?

With central Change Management you can… – Implement a set of standard lifecycle processes for managing changes – Reduce time to implement change without loss of service − Expedite decisions with built-in approval process − Increase visibility and communication of changes to both the business & service support staff

With Change Management Automation, you can. . – Accept, log, and store change – Establish an accessible classification system of change categories, priorities, reasons, scope and types – Define & automate unique change tasks or select predefined tasks. requests and their unique details − Ensure consistent set of change terms and data − Categorize services through predefined list of service types − Quickly and consistently implement common change requests

With a Change Management Solution, you can… − Enforce change and task dependencies – Populate change records with planning details to assess risk and impact of changes − Simplify change project management − Ensure tasks are accomplished in proper sequence – Estimate number of users impacted by changes – Ensure resources are neither scarce nor wasted – Evaluate the degree of business & technical risk

With Change Management, you can… – Forecast labor, parts, and – Categorize & track costs associated with a planned change request – Route prepared changes for approval & test prior to deployment – Establish the priority and urgency of changes fixed costs of proposed changes – Relate change costs to cost centers and assets involved in the change – Implement changes that do not fail − 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… – Monitor performance through associated service level agreements – Communicate purpose & impact of changes − 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 – Incorporate both external vendor tasks & internal change tasks – Ensure external vendors are meeting commitments

With Change Management, you can… – Leverage interoperability of change management processes – Keep asset repository constantly up-to-date with associated changes Service Level Agreement Service Desk Service Model – Link change request info to asset configurations Asset & Configuration Change – Integrate asset information to speed analysis of change impacts

A Comprehensive Change Management Solution − 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 − Support for key Best Practice processes

Your Business, Your Wa Q&A Carl Anderson 978. 579. 2179 Carl. Anderson@remedy. com