Service Ser viceWise Wise Ch Change ange Manag anageement
Change Chan ge is inevitable. Change is constant.
Introduction Te inevitability o change is proverbial. Mergers and acquisitions, I investments, business initiatives, globalization, advances in technology, the demands o customers, and system maintenancee all require change management. maintenanc And yet many business are ill-prepared to cope with the challenges presented them by change. Managed changed requires the cooperation and coordination o systems, people, and inormation throughout the change lie cycle. Change management is dened by standardized and repeatable processes or requesting, analyzing, planning deploying, and evaluating changes to systems. Tese processes ensure that all stakeholders are adequately inormed and contribute to the decision making process. And well-dened well- dened change management processes enable a business to take a proactive approach and and push or changes that make make the company company more competitive competitive and protable.
Understanding ServiceWise Change Management echExcel ServiceWise is a powerul p owerul and versatile change management solution that enables businesses to dene a ramework or managing, tracking, and enorcing their business processes and to ensure ensure that all stakeholders are “in the loop” throughout the change lie cycle. Using ServiceWise, ServiceWise, businesses may dene processes or reviewing, authorizing, planning, and deploying changes in workow. A business may workow. may dene a unique set o workow rules or managing change requests based on urgency, risk, business area, or any other criteria. Moreover, ServiceWise acilitates the automation and enorcement these processes so that businesses may reduce the complexity o changes and shorten sho rten timelines.
Knowledge and Communication Management Successul change requires the engagement and participation o inormed stakeholders. For this reason, ServiceWise places knowledge management and communication at the center o all al l change management processes. ServiceWise eatures a centralized knowledge base that enables organizations to effectively manage the inormation and
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processes that drive change, acilitates the evaluation and approval approval o change requests, and ensures that latest inormation is always available. In ServiceWise, ServiceWise, knowledge may be managed and distributed at the business-level, project-level, and the change request-level so that project stakeholders always have access to the most up-todate inormation, but also the complete history o the issue at any level o detail. And any knowledge item may be dynamically linked to any other knowledge item enabling the users to easily access related inormation. Because all knowledge items are stored in a secure, centralized datastore, change requests are always linked to the most up-to-date document. Moreover, effective knowledge management enables businesses to mitigate end-user rustration and increase the visibility and transparency o change management processes. Te Employee Web Portal provides businesses with a centralized hub or distributing or communicating communicating with employees. Trough the Employee Web Portal employees may read appropriate news or announcements, submit change requests, access FAQs, upgrades, and patch ino, product documentation; documentation; search the knowledge knowledge base, and download documents or sofware. At every stage o the change lie cycle, the management and dissemination o inormation is key. Successul change management requires visibly to change management processes and access to project-level and change request-level knowledge. Project managers and executive management cannot afford to wait or periodic p eriodic reports to assess the status o projects. proje cts. ServiceWise eatures eatures predened, presentation presentation-quality -quality reports that may be dynamically generatedistoalways provide the latest data instantly. In ServiceWise, ServiceWise, the latest inormation available immediately.
Visibility One major obstacle to effective change management is a lack o topsight that makes change unduly complex and appear overwhelming—internal processes may lack transparency transparency and decision makers makers may not have have visibility to key inormation. inormation. ServiceWise enables businesses businesses to organize change management projects so that the relationships between all affected areas are maniest. In ServiceWise, project management structures dene and represent I initiatives and projects in a hierarchical structure that shows the relationships between I projects and initiatives. Tis structure, called the subproject hierarchy, provides stakeholders with topsight—insight into the big picture— that enables them to identiy the interdependencies that must be managed across the enterprise.
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Moreover, inormation may be linked to each subproject in the hierarchy Moreover, ensuring that all relevant documentation is always at hand. Businesses need not worry about siloed inormation or outdated documents. Every knowledge item stored in the knowledge base may be dynamically linked to any subproject, change request, or event. opsight enables management and key decision d ecision makers to identiy potential risks and anticipate anticipate the consequences consequences o change, translate translate that knowledge into effective policies and processes, and ensure the adoption o consistent o policies and processes. Change management is critical to regulatory compliance. Using Using ServiceWise process management, organizations may dene processes that ensure that all I duties are properly segregated and documented. All processes may be tracked in an audit trail that brings ull visibility and traceability to the I environment.
Workflow and Automation Automation Well-dened W ell-dened workow and automation automation rules enable organizations organizations to efficiently manage change chang e requests, incidents, incidents , and problems, acilitate acilit ate the transitions between users and teams, eliminate bottlenecks, reduce the complexity o changes, and shorten project timelines. Te ServiceWise workow engine enables organizations to dene and enorce standardized and repeatable processes or managing any kind o issue in workow. In ServiceWise, all workow workow,, e-mail notication, change request routing, and escalation rules rul es are ully customizable. Tis enables businesses to effectively identiy, track, and route the data that is important to them. Using ServiceWise, a business may effectively manage a wide range o related issues including problems, incidents, and change requests according to the needs o their organization. Change managers may dene custom processes that are as rigid or exible as are needed to t o meet the needs o their business. Unique workow workow rules may be dened or managing issues based on their type, status, priority, risk, or any other criteria enabling the business to prioritize and route inormation so they are placed in the hands o the right rig ht person or team at the right time. In ServiceWise, issues may be categorized based on any issue property. propert y. Change request properties may dene how change requests, incidents, or problems are prioritized, prioritized, who may own or edit change change request, or even the authorization process itsel. Custom-dened routing rules enable organizations to automate subprocesses—such approval and deployment— and eliminate bottlenecks. Similarly, e-mail notication and e-mail
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escalation rules enable organizations to ensure that all change requests are processed in a timely manner. manner.
Organizations may dene rules based on categories, user-dened elds, or a combination o elds that enorce processes that support their needs.
And ServiceWise is ully customizable and adaptable. Change managers may easily relax or strengthen workow rules to t o meet changing needs. ServiceWise workow, workow, routing, escalation, and e-mail notication rules are as easy to change as they are to set up.
Te organization must identiy the possible consequences o the change on including work processes, technological requirements, and employee behavior and motivation. Troughout the process o analyzing and evaluating changes, ServiceWise enables all decision makers to remain inormed and actively participate in discussions. d iscussions.
Managing the Change Life Cycle in ServiceWise ServiceWise enables businesses businesses to better manage the activities that dene the change lie cycle. c ycle. From the initial identication and submission o change requests, to their analysis, evaluation, and approval, the planning, management, and deployment o change, and the review o changes. At each stage, ServiceWise S erviceWise and echExcel echExcel tools enables all stakeholders and project members— internal customers, project manager, the change committees, and the change builder—to manage and track all areas and acilitate the exchange o inormation between groups. Identication Identicat ion o Potential Changes
All change requests are stored with ull history o updates to the record throughout the project lie cycle. c ycle. Additionally, each record may have documents, schematics, knowledge-topics, e-mail threads and more associated or a detailed view o each change request. Even employees may stay involved by tracking the status o their change request throughout change management process through the Employee Web W eb Portal. Employees may may view the status status o their change requests requests and related change requests, view knowledge items, and communicate with the I personnel responsible or their request by e-mail or web conversations.
Te rst objective o change management is to establish well-dened and repeatable processes or identiying and submitting change requests or review.
Evaluation and Approval of Change Requests At the inception o the initiative the viewpoints o all stakeholders are aired and weighed. A multiple disciplinary disciplinar y team—users with many different backgrounds and expertise review and offer their perspective on the proposed change.
Requests or changes may originate rom many different sources including:
In ServiceWise the change request approval process is requently managed
bug reports submitted by users, enhancement requests submitted by users, change requests resulting rom other changes, and business initiatives rom senior management.
using events. Events Events represent the “to do” items that project members must perorm on a daily basis.
Although most changes begin with bug reports submitted by customers, management requently initiates the change to meet business needs— globalization, acquisitions and mergers, advances in technology. technolog y. Inormation management begins with management’s Inormation management’s ability track trends in the services offered to its customers. Management must be capable o identiying needed changes and initiating the programs that enable I to support company initiatives.
Analysis of Change Requests ServiceWise workow and routing enable organizations to ensure that all change requests are routed to the appropriate manager, workow state, or team group. All workow and routing rules are ully customizable.
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As with change requests, organizations may dene rules or automating the approval o change requests including the automatic routing o events, e-mail notication, and event escalation. Custom-dened workow rules enable the business to dene their own process or reviewing the technical or economical easibility o implementi implementing ng a proposed change and their own approval process. Events are very useul or managing work tasks across multiple teams that Events relate to a single change request. Change managers may create and assign review tasks, meeting tasks, and approval tasks throughout the lie cycle o a change request. Events may be required at dened intervals, or can be used to schedule additional work tasks on-the-y.
Project Planning echExcel ProjectPlan is a powerul and intuitive project management and
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planning tool that enables enables businesses to dene dene a ramework or planning planning and managing I initiatives, projects, and services. Using ProjectPlan, ProjectPlan, decision makers may identiy and track the key metrics that measure the success o the project and adjust project timelines, resource allocations, and critical paths to meet project goals. echExcel ProjectPlan accesses and displays —in real time—project data that is managed, and tracked in echExcel echExcel ServiceWise —a leading tool or managing and tracking business services and change management. Using ServiceWise, an I organization may dene and implement standardized methods and procedures that support their business initiatives. initiatives. All ServiceWise projects may be integrated with ProjectPlan so that project managers and decision makers may always access the most recent data, schedules, and documentation d ocumentation ensuring ensuring that they have a true understanding o the status o I initiatives.
TechExcel ServiceWise Suite Features • Change request tracking All change requests are stored with ull history o changes to the record throughout the project lie cycle. Additionally, each record may have documents, schematics, knowledge-topics, E-mail threads and more associated or a detailed view o each change record. • Powerful workflow engine Dene, visualize, and create suitable change processes pro cesses using the powerul, easy to use, echExcel echExcel ServiceWise ServiceWise workow editor. Dene transitions, business logic and eld-level data privileges using a simple graphical tool. • Definable Fields and Field-Level Security All elds and pages are customizable using a simple GUI tool to ensure organizations tracking and analyzing analy zing relevant inormation. echExcel provides an out-o-the-box solution template that can be completely modied or extended. Permissions may be dened or each eld to control user access throughout the entire process.
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• Events for approval and task scheduling Create review tasks, testing tasks, approval tasks throughout the lietime o any change request. Eve Events nts may be required at dened intervals, or can be used to schedule additional work tasks on-they. Events Events are very useul or managing work tasks task s across multiple teams that relate to a single change request. • Notification: alerts and reminders Dene notication notic ation rules to ensure effi cient communication communicatio n throughout the process. Numerou Numerouss notication rules may be congured based on categories, elds, time, data changes or a combination o the previous actors. A complete record o all e-mail communication communicat ion is stored. • TechExcel FormWise Create paperless surveys and approval process orms. Web-based orms are easily dened and may be included as part o the change approval process. Satisaction surveys may also be used to gauge the end-user acceptance o a change. • Knowledge management Detailed documents o any type may be stored along with a change record. In addition, documents may be created rom standard document templates to create a uniorm style or test cases, design, back-up procedures, or any other necessary documentation required in the change process. • Reporting and analysis Complete, out-o-the-box, reporting engine or detail, list, trend and distribution reports. Each report is easily customizable on a per-user basis using a simple simple report conguration page. • Integrated solution echExcel Servicewise provides an integrated ramework or change management, change request management, service level management, I service, and asset management.
• Change request routing Automatically Automatic ally route change requests to the appropriate manager, workow state or group. Routing rules may be congured congured on categories, user-dened elds, or a combination o elds.
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