Save a Tree: Use an eForm Automating IT Change Request Management Processes (Concurrency IT Department)

Contents Executive Summary Current State Analysis Future State Analysis Adoption & Implementation Planning Next Steps 2

Background Your organization currently faces a number of challenges related to its current IT Change Request process, including: Change Request (CR) workflow driven through , with users attaching files to s to transmit, decreasing process effectiveness Information captured through existing Word CR form does not enable good filtering, search, or sorting Manual CR processing steps require 50% of resource time / 20+ hours per week Often CRs will have missing or insufficient content, requiring manual follow-ups Series of manual process steps required post meeting CR “translation” required to show impact to stakeholders CRs improvements are not easily repeatable for other groups - take too much time and includes many errors CRs do not often lead to efficiency and cost reductions 3

Engagement Participants Participant NameDepartmentRole (name)(department)(title) (name)(department)(title) (name)(department)(title) (name)(department)(title) (name)(department)(title) (name)(department)(title) 4

Executive Summary Concurrency proposes a series of improvements related to the Change Management process and workflow capabilities to empower your business to improve key processes through process automation Implementing the proposed automated forms solution for the CR process will provide you with: 20% reduction in CR form fill efforts 20% reduction in CR handling labor Reduced CR response time by 5 days 50% increase in successful CR resolution 5

Executive Summary

Contents Current State Analysis Future State Analysis Adoption & Implementation Planning Next Steps 7

Current State Process Analysis Change Management Process Phases – Analysis Summary 8 Prepare Change Request Prepare for Change Management (CM) Meeting Conduct CM Meeting / Follow-Up and Communicate

Current State Process Analysis 9

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Current State Process Analysis 11

Contents Executive Summary Current State Analysis Future State Analysis Adoption & Implementation Planning Next Steps 12

Future State Process Analysis Change Management Process Phases – Analysis Summary 13 Prepare Change Request Prepare for Meeting Conduct Meeting / Follow-Up and Communicate

Level Of Complexity Low High Low Value to Business Prioritized Process Solutions 14 1 Change request LOB integration (SharePoint Server 2010, SQL 2008, LOB System(s)) Document Library of Change Requests (SharePoint Server 2010, SQL 2008) Develop communication process to stakeholders post-meeting (SharePoint Server 2010, SQL 2008) Adjust content included on CR form to make more useful; Impact (who, what, where, when) and develop pre-submission validation logic (InfoPath 2010)

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Anticipated Benefits - Process Process Phase Improvement Description Benefits Technology Leveraged KPI Impact(s) Affected Stakeholders Prepare Change Request CR process automated through InfoPath forms and SharePoint Forms Services Forms are available offline or online CRs are filled out properly and validated CRs include data populated from SharePoint or LOB systems CRs routed to appropriate stakeholders, interested parties SharePoint Server 2010 InfoPath % reduction in CR form fill efforts 20% reduction in CR handling labor Change Management Sections Data Center Prepare for Meeting Change Management Resources review CRs via collaboration portal CR information, to prepare for meeting, is available from SharePoint List or Web Part pages Reduction in meeting preparation process duration Reduction in labor costs SharePoint Server 2010 SQL Server 2008 Reduced CR response time by 5 days 20% reduction in CR errors Change Management Sections Other interested stakeholders Conduct Follow-up and Communicate Meeting staging through collaboration portal yields better managed, more focuses meetings Formalized post- meeting communication processes improve CR resolution rates All CRs are stored in a repository, viewable in a SharePoint List or in a Web Part Interested parties can track CR resolution process via RSS feed SharePoint Server 2010 SQL Server % reduction in meeting time 50% increase in successful CR resolution Reduced labor cost Change Management Sections Data Center Other interested stakeholders 18

Contents Executive Summary Current State Analysis Future State Analysis Adoption & Implementation Planning Next Steps 19

Adoption & Implementation Planning Summary Phase ID Improvement Description Resources Required Implementation Owner Additional StakeholdersNotes 1 Create CR eForms, CR Repository Change Management Resources IT Resources IT Manager Change Management Director 2 Create Collaborative Meeting Workspace Change Management Resources IT Resources Data Center Staff IT Manager Change Management Director 3 Create Post Meeting Automated Follow-up System Change Management Resources IT Resources Third Parties IT Manager Change Management Director 4 Create Calendar Integration System Change Management Resources IT Resources IT Manager Change Management Director Third Parties 5 Create Pre- meeting CR Triage System and 24 Hour CR Resolution System Change Management Resources IT Resources Data Center Staff IT Manager Change Management Director 6Train Staff Affected Company Staff HR ManagerIT Manager 20

Potential Adoption Roadblocks Stakeholder Group Anticipated Resistance to ChangeDegree to which Resistance will Limit Initiative Success Mitigation actions Technical Change Management N/A Data CenterN/A SectionDifficulty using InfoPath formMid Test implementation Develop online tutorial Form usage demonstration Cultural Change Management N/ALow Data Center Unwillingness to adjust internal processes to revised CR process championed by Change Management Mid Highlight anticipated overall benefits of automation Section Preference for “simpler” paper-based + process Low Highlight anticipated overall benefits of automation 21

Adoption Roadblock Mitigation Actions by Stakeholder Adoption CategoryChange ManagementData CenterSection Awareness Awareness generating communications via , newsletters, manager meetings, etc., targeted to stakeholder group and concerns Value Demonstration Emphasize process and productivity improvements to Division specifically and company as a whole; including estimated financial impact. Emphasize value to company as well as importance of pilot-testing; provide case studies and whitepapers related to virtual training to demonstrate how other companies have successfully implemented solution Demonstrate both improvement in productivity through quick hits and quick wins; also show overall process improvements and estimated financial impact for company. Provide useful tactical training to support roll- out. Ensure solution is fully tested to minimize end-user issues Integration & Alignment Ensure proposed solutions/ initiatives are aligned with both with business and IT strategy and direction 22

Contents Executive Summary Current State Analysis Future State Analysis Adoption & Implementation Planning Next Steps 23

Next Steps Review presentation and proposal with decision maker(s) and stakeholders for approval Consider a SharePoint Deployment Planning Services (SDPS) follow-up engagement Execute work order for project Schedule kick off meeting for week of _____ and weekly status meetings Propose schedule: A) Deadlines for initial milestones, or B) Date to finalize initial milestones 24