1. 1 CASE STUDY—CLIENT ABC FOCUS ON CHANGE MANAGEMENT Who: Client ABC—Large Business Enterprise with Multiple IT Organizations, and Operational Departments Business Situation: Client ABC Had Conducted a High Level ITIL Assessment that Identified Areas of Best Practice Across the Enterprise The Challenge: Using the High Level ITIL Assessment, Conduct Focused and Detailed Assessments— Demonstrate Quick Win Benefits and Long Term Return on Investment. Sustainability Must be a Key Component of the Solution. The Solution: Implement ITIL EZ Using the Following Approach: Analyze High Level IT Assessment Conduct Stakeholder Assessment Conduct Focused Detailed Assessments Using Best Practices Identified and Detailed Assessment Analysis Recommend Quick Win Areas and Long Term Strategy for ROI Provide Mentoring, Training, and Implementation Support

2. 2 Consider the Implementation of a Tool Upgrade Create a Change Manager to assess impact for all Changes Establish Change Advisory Board (CAB) for non-emergency changes Involve ALL IT Members in the Change Management Process Begin to Transition to an ITIL-based Change Management Process Migrate Current Processes to the ITIL Lifecycle Model for Change Management CASE STUDY—CLIENT ABC Results: ABC Focused on Using a Deliberate Approach to Implement Changes. In Accordance with Their Risk Tolerance and with Buy-In from Their Management Team, ABC Used this Chart to Categorize Recommendations. (Chart Provided is For Change Management—Not All Recommendations Are Shown) Quick Wins Were Identified as Recommendations that Required Low Effort and High Benefit and Were Prioritized. Long Term Gains Were Identified as Recommendations That Required a Substantial Effort with a High Benefit and Were Prioritized. Low Benefit Low Effort High Effort High Benefit Good To Do Initiatives Long Term GainsNot Worth It! Quick Wins!! Proactive

3. 3 SAMPLE EXPECTED METRICS

4. 4 CASE STUDY—CLIENT ABC Benefits: Quick Wins and Long Term Benefits Can Be Optimized by Using This Approach. Recommendations and Specific Benefits Are Detailed Below. Quick Wins Are Generally Realized After 6 to 8 Months. Long Term Benefits Can Be Realized As Early as 1 Year to 18 Months. 43% Decrease in Number of Changes in the Current Environment That Cause Unanticipated Impact to other CIs 24% Decrease in Number of Changes Presented to Change Advisory Board Create a Change Manager to assess impact for all Changes Changes are Prioritized and Scheduled. 12% Decrease in Number of Unplanned Changes 30% More Changes Implemented During Non Peak Hours Establish Change Advisory Board (CAB) for non-emergency changes 25% Decrease in Number of Incidents Emerging from Performed Changes 52% Decrease in the Number of Changes Backed- Out Begin to Transition to an ITIL-Based Change Management Process