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Change Management

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Change management is defined by standardized and repeatable processes for requesting, analyzing, planning deploying, and evaluating changes to systems. These processes ensure that all stakeholders are …

Change management is defined by standardized and repeatable processes for requesting, analyzing, planning deploying, and evaluating changes to systems. These processes ensure that all stakeholders are adequately informed and contribute to the decision making process. And well-defined change management processes enable a business to take a proactive approach and push for changes that make the company more competitive and profitable.

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  • 1. TechExcel White PaperServiceWise Change Management Change is inevitable. Change is constant. Introduction Understanding ServiceWise The inevitability of change is proverbial. Mergers and Change Management acquisitions, IT investments, business initiatives, globalization, advances in technology, the demands of customers, and system TechExcel ServiceWise is a powerful and versatile change maintenance all require change management. management solution that enables businesses to define a framework for managing, tracking, and enforcing their business And yet many business are ill-prepared to cope with the processes and to ensure that all stakeholders are “in the loop” challenges presented them by change. Managed changed throughout the change life cycle. requires the cooperation and coordination of systems, people, and information throughout the change life cycle. Using ServiceWise, businesses may define processes for reviewing, authorizing, planning, and deploying changes in Change management is defined by standardized and repeatable workflow. A business may define a unique set of workflow rules processes for requesting, analyzing, planning deploying, and for managing change requests based on urgency, risk, business evaluating changes to systems. These processes ensure that all area, or any other criteria. Moreover, ServiceWise facilitates the stakeholders are adequately informed and contribute to the automation and enforcement these processes so that businesses decision making process. And well-defined change management may reduce the complexity of changes and shorten timelines. processes enable a business to take a proactive approach and push for changes that make the company more competitive and Knowledge and Communication profitable. Management Successful change requires the engagement and participation of informed stakeholders. For this reason, ServiceWise places knowledge management and communication at the center of all change management processes. ServiceWise features a centralized knowledge base that enables organizations to effectively manage the information and 1 ServiceWise Change Management
  • 2. TechExcel White Paperprocesses that drive change, facilitates the evaluation and approval of Moreover, information may be linked to each subproject in the hierarchychange requests, and ensures that latest information is always available. ensuring that all relevant documentation is always at hand. Businesses need not worry about siloed information or outdated documents. EveryIn ServiceWise, knowledge may be managed and distributed at the knowledge item stored in the knowledge base may be dynamically linked tobusiness-level, project-level, and the change request-level so that project any subproject, change request, or event.stakeholders always have access to the most up-todate information, but alsothe complete history of the issue at any level of detail. And any knowledge Topsight enables management and key decision makers to identifyitem may be dynamically linked to any other knowledge item enabling the potential risks and anticipate the consequences of change, translate thatusers to easily access related information. Because all knowledge items are knowledge into effective policies and processes, and ensure the adoption ofstored in a secure, centralized datastore, change requests are always linked consistent of policies and processes.to the most up-to-date document. Change management is critical to regulatory compliance. UsingMoreover, effective knowledge management enables businesses to mitigate ServiceWise process management, organizations may define processesend-user frustration and increase the visibility and transparency of change that ensure that all IT duties are properly segregated and documented.management processes. The Employee Web Portal provides businesses All processes may be tracked in an audit trail that brings full visibility andwith a centralized hub for distributing for communicating with employees. traceability to the IT environment.Through the Employee Web Portal employees may read appropriate newsor announcements, submit change requests, access FAQs, upgrades, and Workflow and Automationpatch info, product documentation; search the knowledge base, and Well-defined workflow and automation rules enable organizations todownload documents or software. efficiently manage change requests, incidents, and problems, facilitate the transitions between users and teams, eliminate bottlenecks, reduce theAt every stage of the change life cycle, the management and dissemination complexity of changes, and shorten project timelines.of information is key. Successful change management requires visiblyto change management processes and access to project-level and change The ServiceWise workflow engine enables organizations to define andrequest-level knowledge. Project managers and executive management enforce standardized and repeatable processes for managing any kind ofcannot afford to wait for periodic reports to assess the status of projects. issue in workflow. In ServiceWise, all workflow, e-mail notification, changeServiceWise features predefined, presentation-quality reports that may be request routing, and escalation rules are fully customizable. This enablesdynamically generated to provide the latest data instantly. In ServiceWise, businesses to effectively identify, track, and route the data that is importantthe latest information is always available immediately. to them. Using ServiceWise, a business may effectively manage a wide range of related issues including problems, incidents, and change requestsVisibility according to the needs of their organization.One major obstacle to effective change management is a lack of topsightthat makes change unduly complex and appear overwhelming—internal Change managers may define custom processes that are as rigid or flexibleprocesses may lack transparency and decision makers may not have as are needed to meet the needs of their business. Unique workflow rulesvisibility to key information. may be defined for managing issues based on their type, status, priority, risk, or any other criteria enabling the business to prioritize and routeServiceWise enables businesses to organize change management projects information so they are placed in the hands of the right person or team atso that the relationships between all affected areas are manifest. In the right time.ServiceWise, project management structures define and representIT initiatives and projects in a hierarchical structure that shows the In ServiceWise, issues may be categorized based on any issue property.relationships between IT projects and initiatives. This structure, called the Change request properties may define how change requests, incidents, orsubproject hierarchy, provides stakeholders with topsight—insight into the problems are prioritized, who may own or edit change request, or evenbig picture— that enables them to identify the interdependencies that must the authorization process itself. Custom-defined routing rules enablebe managed across the enterprise. organizations to automate subprocesses—such approval and deployment— and eliminate bottlenecks. Similarly, e-mail notification and e-mail 2 ServiceWise Change Management
  • 3. TechExcel White Paperescalation rules enable organizations to ensure that all change requests are Organizations may define rules based on categories, user-defined fields, or aprocessed in a timely manner. combination of fields that enforce processes that support their needs.And ServiceWise is fully customizable and adaptable. Change managers The organization must identify the possible consequences of the changemay easily relax or strengthen workflow rules to meet changing needs. on including work processes, technological requirements, and employeeServiceWise workflow, routing, escalation, and e-mail notification rules are behavior and motivation. Throughout the process of analyzing andas easy to change as they are to set up. evaluating changes, ServiceWise enables all decision makers to remain informed and actively participate in discussions.Managing the Change Life Cycle All change requests are stored with full history of updates to the recordin ServiceWise throughout the project life cycle. Additionally, each record may have documents, schematics, knowledge-topics, e-mail threads and moreServiceWise enables businesses to better manage the activities that define associated for a detailed view of each change request.the change life cycle. From the initial identification and submission ofchange requests, to their analysis, evaluation, and approval, the planning, Even employees may stay involved by tracking the status of their changemanagement, and deployment of change, and the review of changes. request throughout change management process through the EmployeeAt each stage, ServiceWise and TechExcel tools enables all stakeholders Web Portal. Employees may view the status of their change requests andand project members— internal customers, project manager, the change related change requests, view knowledge items, and communicate with thecommittees, and the change builder—to manage and track all areas and IT personnel responsible for their request by e-mail or web conversations.facilitate the exchange of information between groups.Identification of Potential Changes Evaluation and Approval of Change Requests At the inception of the initiative the viewpoints of all stakeholders are airedThe first objective of change management is to establish well-defined and and weighed. A multiple disciplinary team—users with many differentrepeatable processes for identifying and submitting change requests for backgrounds and expertise review and offer their perspective on thereview. proposed change.Requests for changes may originate from many different sources including: In ServiceWise the change request approval process is frequently managedbug reports submitted by users, enhancement requests submitted by users, using events. Events represent the “to do” items that project members mustchange requests resulting from other changes, and business initiatives from perform on a daily basis.senior management. As with change requests, organizations may define rules for automatingAlthough most changes begin with bug reports submitted by customers, the approval of change requests including the automatic routing of events,management frequently initiates the change to meet business needs— e-mail notification, and event escalation. Custom-defined workflow rulesglobalization, acquisitions and mergers, advances in technology. enable the business to define their own process for reviewing the technical or economical feasibility of implementing a proposed change and their ownInformation management begins with management’s ability track trends approval process.in the services offered to its customers. Management must be capable ofidentifying needed changes and initiating the programs that enable IT to Events are very useful for managing work tasks across multiple teams thatsupport company initiatives. relate to a single change request. Change managers may create and assign review tasks, meeting tasks, and approval tasks throughout the life cycleAnalysis of Change Requests of a change request. Events may be required at defined intervals, or can beServiceWise workflow and routing enable organizations to ensure that all used to schedule additional work tasks on-the-fly.change requests are routed to the appropriate manager, workflow state,or team group. All workflow and routing rules are fully customizable. Project Planning TechExcel ProjectPlan is a powerful and intuitive project management and 3 ServiceWise Change Management
  • 4. TechExcel White Paperplanning tool that enables businesses to define a framework for planning • Events for approval and task schedulingand managing IT initiatives, projects, and services. Create review tasks, testing tasks, approval tasks throughout the lifetime of any change request. Events may be required at definedUsing ProjectPlan, decision makers may identify and track the key metrics intervals, or can be used to schedule additional work tasks on-the-that measure the success of the project and adjust project timelines, fly. Events are very useful for managing work tasks across multipleresource allocations, and critical paths to meet project goals. teams that relate to a single change request.TechExcel ProjectPlan accesses and displays —in real time—project datathat is managed, and tracked in TechExcel ServiceWise —a leading tool for • Notification: alerts and remindersmanaging and tracking business services and change management. Using Define notification rules to ensure efficient communicationServiceWise, an IT organization may define and implement standardized throughout the process. Numerous notification rules may bemethods and procedures that support their business initiatives. configured based on categories, fields, time, data changes or aAll ServiceWise projects may be integrated with ProjectPlan so that project combination of the previous factors. A complete record of all e-mailmanagers and decision makers may always access the most recent data, communication is stored.schedules, and documentation ensuring that they have a true understandingof the status of IT initiatives. • TechExcel FormWise Create paperless surveys and approval process forms. Web-basedTechExcel ServiceWise Suite forms are easily defined and may be included as part of the change approval process. Satisfaction surveys may also be used to gauge theFeatures end-user acceptance of a change. • Change request tracking • Knowledge management All change requests are stored with full history of changes to the Detailed documents of any type may be stored along with a change record throughout the project life cycle. Additionally, each record record. In addition, documents may be created from standard may have documents, schematics, knowledge-topics, E-mail threads document templates to create a uniform style for test cases, design, and more associated for a detailed view of each change record. back-up procedures, or any other necessary documentation required in the change process. • Powerful workflow engine Define, visualize, and create suitable change processes using the • Reporting and analysis powerful, easy to use, TechExcel ServiceWise workflow editor. Complete, out-of-the-box, reporting engine for detail, list, trend Define transitions, business logic and field-level data privileges using and distribution reports. Each report is easily customizable on a a simple graphical tool. per-user basis using a simple report configuration page. • Definable Fields and Field-Level Security • Integrated solution All fields and pages are customizable using a simple GUI tool to TechExcel Servicewise provides an integrated framework for ensure organizations tracking and analyzing relevant information. change management, change request management, service level TechExcel provides an out-of-the-box solution template that can be management, IT service, and asset management. completely modified or extended. Permissions may be defined for each field to control user access throughout the entire process. • Change request routing Automatically route change requests to the appropriate manager, workflow state or group. Routing rules may be configured on categories, user-defined fields, or a combination of fields. 4 ServiceWise Change Management
  • 5. TechExcel White PaperTechExcel HeadquartersAddress: 3675 Mt. Diablo Blvd., Suite 200, Lafayette, CA 94549Phone: 925 / 871-3900 (toll free 800 / 439-7782)Fax: 925 / 871-3991Website: www.techexcel.comTechExcel East Coast (Sales/Support)Address: 6350 Quadrangle Drive, Suite 120, Chapel Hill, NC 27517Phone: 919 / 402-1385Tech Support: 919 / 402-1386Fax: 919 / 402-1414TechExcel ChinaAddress: Suite 7A, Ying Du Building B, 48A Zhi Chun Road, Hai Dian District, Beijing, China 100098Phone: +86-10-58731333Fax: +86-10-58731655TechExcel EMEAAddress: 1 Dee Road, Richmond, TW9 2JN, United KingdomPhone: +44(0) 208 322 7750 5 ServiceWise Change Management