Remedyforce Value Enablement Kit – Change Management Remedyforce Customer Success January / 2015

Objective To provide an overview of Change Management adoption via Remedyforce To aid customers as they begin to plan for implementation of Change Management What is change management? What do I need to consider? Best practices? How is change management enabled in Remedyforce?

What is Change Management? Implementing Change Management to extend the value of Remedyforce… Let’s get started.

What is Change Management? A “change” is functional activity or process that alters a managed configuration item from its current state to a new state. It is a governance model that leverages formal policies and procedures to minimize risk and the impact of Change-related incidents to the IT estate. It is the responsibility of the entire organization to ensure that standardized methods and practices are used for efficient handling of changes.

Inputs and Outputs for Change Management: Forward Schedule of Changes Change Filtering, Assessment, Scheduling, Approval, CAB, and Implementation Change Review and Closure Change Initiation Forward Schedule of Changes CMDB Requests for Change Problem Mgmt Requests for Change CAB Minutes Service Request Mgmt. Reports When reviewing Change Management – it is important to understand the inputs and outputs of the process. What initiates the change – typically it is a Change Request or Request for Change (RFC), which is triggered via some other process or system. The RFC in Remedyforce is a New Change Request record. This is populated by a Change Requestor which is typically an IT staff member. They are entitled to raise the Change Request on behalf of others or themselves. They are responsible for ensuring the Change Request is populated in as much accurate detail as possible to allow the Change Management and CAB to fully assess and understand the nature of the change, the reasoning and any potential risks or impacts. The most common inputs to the RfC or Change Request are: CMDB – The CMDB can be an input to raise a Change Request. Problem Management – A Change Request can be raised in order to proactively address problems or to address known errors. Service Requests – When an end user or internal IT staff requires something that will impact or alter a configuration item then a Change Request is raised. There are 2 primary Types of changes – Emergency and Planned. Emergency changes are reactive and in response to an event/incident that requires immediate resolution/restoration of service. Planned changes are standard or normal changes that require planning, assessment and scheduling to ensure they do not introduce risk or cause further incidents. Both of these types of changes are still driven by the RfC or Change Request input. CMDB

Change Management Integrated with Other Processes Service Request Problem Management Standard Change Error Control / Corrective Action Release Management Change Management Coordination of Major/Minor/Delta Releases Standard Change CI Updates Impact Assess / Collision Detect Incident Mgmt. Configuration Management Service Level Management SLA/OLA Reporting

Change Management Roles Change / Release Coordinator Change Initiator Initiates change requests Can have input into assessment and planning of the change, building and testing of the change and, implementing, assessing and reviewing the change Change / Release Coordinator Assesses change requests that are submitted for approval Monitors changes from the build to the test stages Coordinates risk and impact analysis Develops implementation plans by creating and assigning tasks Coordinate s building, testing and implementation of changes as per the Forward Schedule of Changes (FSC) Change Manager Identified typically as the Change Management “process owner” Risk & Impact Analysis Review Ensures that the timing of changes don’t conflict with other planned changes Facilitates the CAB Meetings Oversees obtaining approval for changes CAB/CAB EC A group of people who have authority for assessing and advising on the implementation of major and significant changes and, meet/review/agree on pre-approved standard changes The Change Advisory Board /Emergency Committee (CAB/EC) is a subset of the full Change Advisory Board (CAB) which handles emergency change requests.

Reporting and KPI’s KPI Definition Frequency Unit Successful changes The number of completed changes with the Closure Category field set to "Implemented", divided by the total number of completed changes. Monthly % Emergency changes The number of completed changes with the Category field set to "Emergency - Required for Incident Resolution". # of changes Time to plan The average time it takes, from the moment a request with the Request Type field set to "Request for Change" has been registered, until the change to which the request is linked gets its Status field set to "To Be Approved". # of work hours per request Time to approve The average time it takes for the Status field value of a change to get from "Approval Requested" to "Approved". # of work hours per change Backlog of changes The number of changes that do not yet have their Status field set to "Completed". Daily

A look at the Change Request: The requestor (initiator / submitter) would populate the following Change Request attributes - Required Change Request attributes: Initiator ID – The individual submitting the Change Request. Category – The categorization of the change (typically aligned with the organizations standardized categorization structure or services model). Additional attributes: Template – Templates are used to provide consistency in the way information is captured. They are typically used for common / standard changes and can expedite the process to populate other attributes on the Change Request. Templates can also be used to set-up reoccurring standard changes to address common/pre-approved (typically) changes that happen on a scheduled basis. Change Type – Out of the box there are 3 types of changes and each is associated to a flag icon to represent whether it is a Normal, Standard or Emergency Change Request. Change Category – Designates whether the change is Minor, Major or Significant. Can be used in conjunction with Impact, or as an additional designator for the significance of the change being requested. Description – This submitter/initiator uses description to provide a thorough and detailed description of the change being requested. Reason Details – Used to describe the justification or requirement that the change is fulfilling. Rollout Plan Details – The steps and/or procedure necessary to implement the change. Back-out Plan Details – Should the change need to be rolled back, the steps/procedure to reverse the implemented change. Service Request # - If the change is requested based on an existing Service Request, a link to connect them. Note: Review Details, Approved Indicator would be populated later in the change process and will be covered in later slides.

A look at the Change Request (cont.): Link Configuration Items Impacted by Change Perform Change Assessments Manage Approval Process Create / Link Tasks

Creating a Standard Change Standard Changes can save the organization a significant amount of time and processing effort to manage low risk, recurring Changes. It is recommended to have a process defined for reviewing common, reoccurring and low risk planned changes to look for opportunities to convert them into a standard (pre-approved) change. Once a change has been reviewed and determined to be a candidate for the standard change process, the Change Manager should submit to the CAB for review and approval. If the CAB approves the proposed standard change, then the Change Manager can create a template and potentially a knowledge article to document the standard change. If the organization also leverages Service Request’s for initiating standard Changes, then the Change Manager should work to have a SR Definition created for this and associated to the appropriate Change template.

Standard Change Process   Register Service Request: Populate the Service Request form (selecting the correct SR). The Change template is applied to auto generate Change Request and populate standard values. Change Implementation Task: Task is Created and Assigned to Change Implementer Task is Populated with Change Attributes Impact Priority Scheduled Start / End Dates Category Change Description Change Implementer Reviews and Updates Change with Status – In Progress Task Notes / Completes Task Actual Start and End Dates Status – Completed Change Closure

Normal Change Process Register Change Request:   Populate the following CR attributes: Initiator – Requestor of the Change Change Type – Major/Significant/M inor Category – Category of the System/Service Impacted by Change Change Category – Emergency/Normal/Standard Description – Describe the Change Reason Details – Why the Change is Needed Back-out Plan Details – How the Change Will be Reversed (if needed) Rollout Plan Details – How the Change Will be Implemented Impact – How Impactful is the Change (High/Med/Low) Urgency – How Soon is the Change Required (High/Med/Low) Scheduled Start and End Dates – Planned Dates for the Change Links Services / Configuration Items – Impacted by Change Status Set to Opened Save the New Change Request Assess for Collision (if prompted) and Action as Appropriate Submit for Approval: Under the Actions Menu Select Submit for Approval Status Set to Pending Approval Manager Approval: Manager Receives Approval Task (via Email) and Approves/Rejects (in Email, Self Service or Console) Change Manager Review, Assessment and Approval: Change Manager Receives Approval Task (via Email) Reviews Details of the Change Assesses for Collisions Perform Impact Analysis Performs Change Assessment Approves/Rejects (in Console) Updates the Review Details Information and the Review Date Status Set to Pending CAB Review CAB Review and Approval: Formal CAB Review of Change Request, Assessment Change Request Set to Approved and Implementation Tasks Fired Change Implementation Task: Task is Created and Assigned to Change Implementer Task is Populated with Change Attributes Impact Priority Scheduled Start / End Dates Change Description Category Change Implementer Reviews and Updates Change with Status – In Progress Task Notes / Completes Task Actual Start and End Dates Change Post Implementation Task: Task is Created and Assigned to Change Implementer Task is Populated with Change Attributes Status – Completed Post Implementation Review Task: Change Manager reviews Change and Implementation Tasks Task is Created and Assigned to Change Manager Change Manager Reviews and Updates Task Change Closure Change Manager Closes Change Request

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