automating it change management processes · automating it change management processes contents...

Automating IT Change

Management Processes

Contents

• Executive Summary

• Current State Analysis

• Future State Analysis

• Adoption & Implementation

Planning

• Next Steps

2

Background

• Client currently faces a number of challenges related to its current Change Management process, including:– CRs workflow driven through email, with users

attaching files to emails to transmit, decreasing process effectiveness

– Information captured through existing Word CR form does not promote effective usage (filtering, search, sorting) at later stages in process

– 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 explain impact to affected stakeholders

3

Engagement Participants

Participant Name Department Role

(name) (department) (title)






Executive Summary

• ThreeWill proposes a series of

improvements related to the

Change Management process

and workflow capabilities to

automate a number of critical

sub-processes, ordered

according to priority on the

following slide:

5

Executive SummaryPrepare Change

Request

Prepare for CR

Meeting

Conduct CR

Meeting

Follow-Up and

Communicate

• Tech front-end / form

with back-end data

capture & validation

• Adjust CR form

content to enhance

usability

- Impact (who, what,

where, when)

• SME identification

• Eliminate manual

process steps via

workflow

(copy/paste)

• Provide information

to participants

ahead of time

(Visibility, Filtering,

Seach)

• Communicate CR

topics to broader

list of participants /

relevant SMEs with

calendar

integration

(subscription / RSS)

• Pre-meeting triage

of CRs: approval /

voting / comments

/ issue ID

• 24 hour window

• Integrate CR

calendar

• Visual display of

meeting content

(iLinc) / Collaborative

workspace

• Accessible history of

Change Requests,

with knowledge

capture

- Whether it was

done

- Why it was done

• Develop

communication

process for

stakeholder follow-up

• Tools to support

insight and analysis

• Improve 48 hour CR

requirement

Contents





Planning

• Next Steps

7

Process Phase

Description

• Change Requests (CRs) are

Developed and Submitted by Client

Sections and Data Center (DC) using

a common Word template

• CRs emailed as attachments

throughout process.

• Change Management Resource

receives CRs via email attachments

• Performs a number of manual

copy/paste and transformation

steps to prepare for meeting

• Meeting information provided to

participants immediately prior to the

meeting

• CM meeting used to communicate and

collaborate on changes impacting

Client bi-weekly

• CRs are discussed during meeting;

deemed Approved, Pending, or

Canceled,

CRs forwarded to DC for further review.

• Approved changes communicated ad-

hoc Shadow communication processes

in place to adjust CM communication

to meet specific stakeholders’ needs at

Section Level

Key

Stakeholders

•Client Change Management

•Client Section Managers

•DC



•DC

•Other interested stakeholders



•DC


High-Level

Problems

Identified

•Manual CR process often

circumvented for urgent requests,

increasing risk of errors

•CRs workflow driven through email,

decreasing efficiency

• Information captured through

existing CR form does not allow

effective filtering, searching, or

storage

•Manual CR processing steps require

50% of resource time / 20+ hours

per week

•CR workflow driven through email,

decreasing efficiency

•DC cannot access Client public folder

due to security issues

•CRs often have missing/insufficient

content, requiring manual follow-ups

•Meetings include 15+ participants;

generally limited discussion on CRs

•Series of manual process steps required

post meeting

•CR “translation” required to explain

impact to affected stakeholders

Current State Process Analysis

Prepare Change RequestPrepare for Change

Management (CM) Meeting

Conduct CM Meeting /

Follow-Up and

Communicate

Change Management Process Phases – Analysis Summary

8

Current State Process

9


10


11

Contents





Planning

• Next Steps

12

New Process

Phase

Description

• Change Requests (CRs) are developed

and submitted by Client Sections

using a modified web-front end and

eForm

• Workflow is automated throughout

process, increasing value of

information captured, efficiency of

process, and compliance with policy

(i.e., fewer “urgent” CRs)

• Change Management Resource reviews CRs

submitted via workflow to collaboration portal

• CMR works with submitter to resolve any

remaining issues

• Meeting participants and other interested

parties receive automated meeting

notification, as well as link to collaborative

portal to review, comment, and potentially

address issues prior to meeting

• CM meetings more productive and

valuable-discussion can be better focused

on the most important CRs

• Formalized post-meeting communication

process to impacted parties - ability to

opt-in to alternate distribution

mechanisms (e.g., RSS).

• Interested parties can access Client-wide

CR calendar, as well as meeting notes,

minutes, and notes via Collaboration Portal

Key

Stakeholders


•Client Sections

•DC


•Client Sections



•Client Sections

•DC


High-Level

Improvements

•eForm-based CR Solution, with

Back-end Data Capture

•CR Information Captured and

Stored in Database

•Automated CR workflow

•Reduced follow-ups required through pre-

submission CR form validation

•Meeting participants and other interested

parties can sign-up for auto-notification

(e.g., RSS) of CRs that impact their areas of

interest

•Meeting participants can collaborate on

CRs prior to meeting, sort, filter, and

search CRs based on improved data

capture in CR form, and can review history

of prior changes via CR repository

•Collaboration Portal

•Automated workflows

• Collaboration Portal

• CR Repository

• Automated workflows

Future State Process Analysis

Prepare Change Request Prepare for MeetingConduct Meeting / Follow-

Up and Communicate

13

Level O

fC

om

ple

xity

Low

High

High

Low

5

3

3 5

1

Value to Business

Prioritized Process Solutions

14

1

Change request calendar integration(SharePoint, SQL)

Accessible history of Change Requests(SharePoint, SQL)

Develop communication process to

stakeholders post-meeting(SharePoint, SQL)

Adjust content included on CR form to make

more useful; Impact (who, what, where, when)(InfoPath)

Future State Process Diagram

15


16


17

Contents





Planning

• Next Steps

18

Anticipated Benefits - Process

Process

Phase

Improvement

DescriptionBenefits

Technology

LeveragedKPI Impact(s)

Affected

Stakeholders

Prepare

Change

Request

• CR process automated

through InfoPath forms

• CRs are filled out

properly and validated

• CRs routed to

appropriate

stakeholders, interested

parties

• MS Office

SharePoint

Server 2007

• MS Office

InfoPath 2007

• 20% reduction in CR

form fill efforts


handling labor

•Client Change

Management

•Client Sections

•Data Center

Prepare for

Meeting

• Change Management

Resources review CRs

via collaboration portal

• Reduction in process

duration

• Reduction in IRC labor

costs

• MS Office

SharePoint

Server 2007

• MS Office SQL

Server 2007

• Reduced CR

response time by 5

days


errors

•Client Change

Management

•Client 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

• Interested parties can

track CR resolution

process via RSS feed

• MS Office

SharePoint

Server 2007

• MS Office SQL

Server 2007

• 20% reduction in

meeting time

• 50% increase in

successful CR

resolution

• Reduced labor cost

•Client Change

Management

•Client Sections

•Data Center

•Other interested

stakeholders

19

Process Phase Improvement DescriptionEstimated Annual

Revenue Increase

Estimated

Annual Cost

Decrease

Total Annual

Benefit

Prepare Change

Request

• CR process automated through

InfoPath forms- $125,000 $125,000

Prepare for Meeting

• Change Management Resources

review CRs via collaboration

portal- $150,000 $150,000

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

- $75,000 $75,000

Total Estimated

Benefits $350,000

20

Anticipated Benefits - Financial

Anticipated Costs

Cost Area Component One-Time CostsRecurring Annual

Costs

Software50 Additional MS

InfoPath/SharePoint 2007 CALs$16,500 -

Hardware 5 Additional Servers $30,000 -

Training

Revised process training;

training materials for MS

SharePoint, SQL Server 2007

functionality

$70,000 $20,000

DeploymentSolution roll-out and

implementation$70,000 -

Other N/A - -

Total $186,500 $20,000

21

Adoption & Implementation

Planning SummaryPhase

ID

Improvement

DescriptionResources Required

Implementation

OwnerAdditional Stakeholders

1Create CR eForms,

CR Repository


Resources

• IT Resources

IT Manager Change Management Director

2

Create

Collaborative

Meeting

Workspace


Resources

• IT Resources

• Data Center Staff

IT ManagerChange Management Director

3

Create Post

Meeting

Automated

Follow-up System


Resources

• IT Resources

• Third Parties


4

Create Calendar

Integration

System


Resources

• IT Resources

IT Manager• Change Management Director

• Third Parties

5

Create Pre-

meeting CR Triage

System and 24

Hour CR

Resolution System


Resources

• IT Resources

• Data Center Staff


6 Train Staff • Affected Company Staff HR Manager IT Manager

22

Project Plan

23

Contents





Planning

• Next Steps

24

Next Steps

• Discuss deliverable internally

• Confirm sequencing / plan

• Commit resources for Phase 1

• Propose schedule:– A) Deadlines for initial milestones, or

– B) Date to finalize initial milestones

• After Phase 1 is finished, evaluate progress and update future phases based on learning

• Repeat process for subsequent phases

25

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