1. Remedy, a BMC Software company Change Management Maximize Speed and Minimize Risk in the Change Process

2. The Service Desk

3. Your Change Management

4. Your Asset Management

5. Your Service Level Agreements

6. The Complete Change Process CHANGE MANAGEMENT PROBLEM MANAGEMENT CONFIGURATION MANAGEMENT INCIDENT MANAGEMENT SERVICE LEVEL MANAGEMENT

7.  The objective of Change Management is to: According to Best Practices… “Ensure that standardized methods and techniques are used for efficient and prompt handling of all changes in order to prevent change-related incidents”.

8. 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

9.  In everyday language, this means a change management application should: Organizational Challenges − 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

10. Service – Change and Business Alignment  Is the Service Desk aligned with the business goals and a valuable component of the change process?

11. With central Change Management you can… – Reduce time to implement change without loss of service – Implement a set of standard lifecycle processes for managing changes − Expedite decisions with built-in approval process − Increase visibility and communication of changes to both the business & service support staff

12. – Accept, log, and store change requests and their unique details With Change Management Automation, you can.. – Establish an accessible classification system of change categories, priorities, reasons, scope and types − Ensure consistent set of change terms and data − Categorize services through predefined list of service types − Quickly and consistently implement common change requests – Define & automate unique change tasks or select predefined tasks.

13. With a Change Management Solution, you can… − Simplify change project management − Enforce change and task dependencies – Populate change records with planning details to assess risk and impact of changes – Estimate number of users impacted by changes – Ensure resources are neither scarce nor wasted – Evaluate the degree of business & technical risk − Ensure tasks are accomplished in proper sequence

14. With Change Management, you can… – Categorize & track costs associated with a planned change request – 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 – Route prepared changes for approval & test prior to deployment – Establish the priority and urgency of changes − Plan & implement back-out procedures if incidents arise as a result of a planned change − Notify change team to ensure corrective action

15. Change Management allows, you to… – Communicate purpose & impact of changes – Monitor performance through associated service level agreements − Gain organizational buy-in on scope & impact of change − Execute changes to accepted standards – Create and manage work orders for work handled outside of IT – Ensure external vendors are meeting commitments – Incorporate both external vendor tasks & internal change tasks

16. With Change Management, you can… – Leverage interoperability of change management processes – Keep asset repository constantly up-to-date with associated changes – Link change request info to asset configurations – Integrate asset information to speed analysis of change impacts Service Model Service Level Agreement Asset & Configuration Change Service Desk

17. A Comprehensive Change Management Solution −Support for key Best Practice processes −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

18. Your Business,Your Way. ™ Carl Anderson 978.579.2179 Carl.Anderson@remedy.com Q & A