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 – Reduce time to implement

lifecycle processes for change without loss of service
managing changes

Request www
− Expedite decisions
Process with built-in approval
Review Planning process
Process Process
Implementation Approval
Process − Increase visibility and
Process
communication of changes to
both the business & service
ChangeImplementers
support staff
C.A.B.
With Change Management Automation, you can..
– Accept, log, and store change
requests and their unique details
– Establish an accessible
classification system of − Ensure consistent set of change
change categories, priorities, terms and data
reasons, scope and types
− Categorize services through
predefined list of service types

– Define & automate unique − Quickly and consistently

change tasks or select implement common change
predefined tasks. requests
With a Change Management Solution, you can…

− Enforce change and task − Simplify change project

dependencies management
− Ensure tasks are accomplished
in proper sequence

– Estimate number of users

– Populate change records with impacted by changes
planning details to assess
risk and impact of changes
– Ensure resources are neither
scarce nor wasted

– Evaluate the degree of

business & technical risk
With Change Management, you can…
– 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
– Forecast labor, parts, and
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 – Communicate purpose &
associated service level impact of changes
agreements
− Gain organizational buy-in on
scope & impact of change
− Execute changes to accepted
standards

– Create and manage work – Incorporate both external

orders for work handled vendor tasks & internal
outside of IT 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 & Change

Configuration – 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 Way. ™

Q&A

Carl Anderson
978.579.2179
Carl.Anderson@remedy.com