Change Management

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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 inormation throughout the change lie cycle. Change management is de󿬁ned by standardized and repeatable  processes or requesting, analyzing, planning deploying, and evaluating changes to systems. Tese processes ensure that all stakeholders are adequately inormed and contribute to the decision making process. And well-de󿬁ned well- de󿬁ned 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  pro󿬁table.

Understanding ServiceWise Change Management echExcel ServiceWise is a powerul p owerul and versatile change management solution that enables businesses to de󿬁ne a ramework or managing, tracking, and enorcing their business  processes and to ensure ensure that all stakeholders are “in the loop” throughout the change lie cycle. Using ServiceWise, ServiceWise, businesses may de󿬁ne processes or reviewing, authorizing, planning, and deploying changes in  work󿬂ow. A business may  work󿬂ow. may de󿬁ne a unique set o work󿬂ow rules or managing change requests based on urgency, risk, business area, or any other criteria. Moreover, ServiceWise acilitates the automation and enorcement these processes so that businesses may reduce the complexity o changes and shorten sho rten timelines.

Knowledge and Communication Management Successul change requires the engagement and participation o inormed 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 inormation and

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ServiceWise Change Management

 

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 processes that drive change, acilitates the evaluation and approval approval o change requests, and ensures that latest inormation 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 inormation, 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 inormation. 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 ino, product documentation; documentation; search the knowledge knowledge base, and download documents or sofware. At every stage o the change lie cycle, the management and dissemination o inormation is key. Successul 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 prede󿬁ned, presentation presentation-quality -quality reports that may be dynamically generatedistoalways provide the latest data instantly. In ServiceWise, ServiceWise, the latest inormation 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 inormation. inormation. ServiceWise enables businesses businesses to organize change management projects so that the relationships between all affected areas are maniest. In ServiceWise, project management structures de󿬁ne 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 identiy the interdependencies that must be managed across the enterprise.

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Moreover, inormation 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 inormation 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 identiy  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 de󿬁ne 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-de󿬁ned  W ell-de󿬁ned work󿬂ow 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 work󿬂ow engine enables organizations to de󿬁ne and enorce standardized and repeatable processes or managing any kind o issue in work󿬂ow. In ServiceWise, all work󿬂ow work󿬂ow,, e-mail noti󿬁cation, change request routing, and escalation rules rul es are ully customizable. Tis enables businesses to effectively identiy, 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 de󿬁ne custom processes that are as rigid or 󿬂exible as are needed to t o meet the needs o their business. Unique work󿬂ow work󿬂ow rules may be de󿬁ned or managing issues based on their type, status, priority, risk, or any other criteria enabling the business to prioritize and route inormation 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 de󿬁ne how change requests, incidents, or  problems are prioritized, prioritized, who may own or edit change change request, or even the authorization process itsel. Custom-de󿬁ned routing rules enable organizations to automate subprocesses—such approval and deployment— and eliminate bottlenecks. Similarly, e-mail noti󿬁cation and e-mail

ServiceWise Change Management

 

TechExcel

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escalation rules enable organizations to ensure that all change requests are  processed in a timely manner. manner.

Organizations may de󿬁ne rules based on categories, user-de󿬁ned 󿬁elds, or a combination o 󿬁elds that enorce processes that support their needs.

And ServiceWise is ully customizable and adaptable. Change managers may easily relax or strengthen work󿬂ow rules to t o meet changing needs. ServiceWise work󿬂ow, work󿬂ow, routing, escalation, and e-mail noti󿬁cation rules are as easy to change as they are to set up.

Te organization must identiy 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 inormed and actively participate in discussions. d iscussions.

Managing the Change Life Cycle in ServiceWise ServiceWise enables businesses businesses to better manage the activities that de󿬁ne the change lie cycle. c ycle. From the initial identi󿬁cation 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 inormation between groups. Identi󿬁cation Identi󿬁cat ion o Potential Changes

All change requests are stored with ull history o updates to the record throughout the project lie 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-de󿬁ned and repeatable processes or identiying 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  perorm 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. Inormation management begins with management’s Inormation management’s ability track trends in the services offered to its customers. Management must be capable o identiying needed changes and initiating the programs that enable I to support company initiatives.

Analysis of Change Requests ServiceWise work󿬂ow and routing enable organizations to ensure that all change requests are routed to the appropriate manager, work󿬂ow state, or team group. All work󿬂ow and routing rules are ully customizable.

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As with change requests, organizations may de󿬁ne rules or automating the approval o change requests including the automatic routing o events, e-mail noti󿬁cation, and event escalation. Custom-de󿬁ned work󿬂ow rules enable the business to de󿬁ne 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 useul 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 lie cycle o a change request. Events may be required at de󿬁ned intervals, or can be used to schedule additional work tasks on-the-󿬂y.

Project Planning echExcel ProjectPlan is a powerul and intuitive project management and

ServiceWise Change Management

 

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 planning tool that enables enables businesses to de󿬁ne de󿬁ne a ramework or planning planning and managing I initiatives, projects, and services. Using ProjectPlan, ProjectPlan, decision makers may identiy 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 de󿬁ne 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 lie 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 De󿬁ne, visualize, and create suitable change processes pro cesses using the  powerul, easy to use, echExcel echExcel ServiceWise ServiceWise work󿬂ow editor. De󿬁ne 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 inormation. echExcel provides an out-o-the-box solution template that can be completely modi󿬁ed or extended. Permissions may be de󿬁ned 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 lietime o any change request. Eve Events nts may be required at de󿬁ned intervals, or can be used to schedule additional work tasks on-the󿬂y. Events Events are very useul or managing work tasks task s across multiple teams that relate to a single change request. • Notification: alerts and reminders De󿬁ne noti󿬁cation noti󿬁c ation rules to ensure effi cient communication communicatio n throughout the process. Numerou Numerouss noti󿬁cation rules may be con󿬁gured 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 de󿬁ned and may be included as part o the change approval process. Satisaction 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 uniorm 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 con󿬁guration 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,  work󿬂ow state or group. Routing rules may be con󿬁gured con󿬁gured on categories, user-de󿬁ned 󿬁elds, or a combination o 󿬁elds.

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