CA Service Desk Manager – Change Management · PDF file27 Compliance Report All...
Transcript of CA Service Desk Manager – Change Management · PDF file27 Compliance Report All...
CA Service Desk Manager –Change Management
Ken Laufmann
Raymond Cadden
Terms of This Presentation
This presentation was based on current information and resource allocations as of October
2009 and is subject to change or withdrawal by CA at any time without notice.
Notwithstanding anything in this presentation to the contrary, this presentation shall not serve
to (i) affect the rights and/or obligations of CA or its licensees under any existing or future
written license agreement or services agreement relating to any CA software product; or (ii)
amend any product documentation or specifications for any CA software product. The
development, release and timing of any features or functionality described in this presentation
remain at CA‟s sole discretion. Notwithstanding anything in this presentation to the contrary,
upon the general availability of any future CA product release referenced in this presentation,
CA will make such release available (i) for sale to new licensees of such product; and (ii) to
existing licensees of such product on a when and if-available basis as part of CA maintenance
and support, and in the form of a regularly scheduled major product release. Such releases
may be made available to current licensees of such product who are current subscribers to CA
maintenance and support on a when and if-available basis. In the event of a conflict between
the terms of this paragraph and any other information contained in this presentation, the
terms of this paragraph shall govern.
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For Informational Purposes Only
Certain information in this presentation may outline CA‟s general product direction. All
information in this presentation is for your informational purposes only and may not be
incorporated into any contract. CA assumes no responsibility for the accuracy or completeness
of the information. To the extent permitted by applicable law, CA provides this document “as
is” without warranty of any kind, including without limitation, any implied warranties or
merchantability, fitness for a particular purpose, or non-infringement. In no event will CA be
liable for any loss or damage, direct or indirect, from the use of this document, including,
without limitation, lost profits, lost investment, business interruption, goodwill, or lost data,
even if CA is expressly advised of the possibility of such damages.
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Agenda
> CA Service Desk Manager r12.1 Release Overview
> Change Management Feature Review
> Signup for Beta
> Questions
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r12.1 - Change Management
> Change Order Calendar
Change Collision Detection
Blackout Periods and Maintenance Windows
Create Change Order from Calendar
> Change Advisory Board Console
Console for real-time CAB Approval
> Impact Analysis
> Conflict Management
> Change Process Workflow Visibility
Visual rendering of the approval process and
status
> Risk Assessment Survey Option
> Content
Surveys, Reporting, Field Attributes, process
workflow
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r12.1 - Change Order Calendar
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Change Order Calendar - Filters
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Change Order Calendar - Blackout Windows
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Create Change from Change Calendar
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Change Calendar Conflict Warning
Change Collision Detection – based on the association of the CI to multiple
Change Orders that are scheduled at the same time
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Conflict Analysis
Change conflicts are logged for reference and auditing October 13, 2009 CA Service Desk Manager – Change Management Copyright © 2009 CA
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Scoreboard Conflict List View
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Conflict Detail
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Change Advisory Board (CAB) Console
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CAB Console
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Impact Explorer
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Where is this Change Within The Process?
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Risk Survey – Change Requestor View
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Risk Survey - Defining
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Risk Survey - Defining - Risk Range
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Associate Risk Survey to Category
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Risk
CAB
Closure Code
CAB Approval
Business Case
New Change Order Fields And Attributes
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Change Order Calendar – Free/Busy Times
Help select Scheduled Start Date for Change
View Free/Busy allocation of attached CIs
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Change Management Process Definition
> Change Management Process CA Workflow Definition
Download from support.ca.com
Change Management process for all
– Standard
– Normal
– Emergency Changes
– From initial Request, through Implementation and Post
Implementation Review.
Determines approval path based upon
– „Type‟ of Change Order and associated „Risk‟ Level
Modify and adapt
– Address your specific Change Management process
> Aligns to ITIL v3
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Change Management Process Definition
> Incorporates CA Service Desk 12.1 new Change
Management features/functionality including:
Change Type (included in 12.0 and 12.1)
CAB
CAB Approval Flag
Risk Assessment Survey
Business Case
Closure Codes
Status Codes
Conflict Analysis
Impact Analysis
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> Change Management Process Definition in Design Mode:
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Change Management Process Definition
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Compliance Report
All successful and unsuccessful implemented Change Orders
This report shows total number of change orders, % of successful
change orders, % of unsuccessful change orders, and % of successful change orders with errors for a given Change Group,
and for the specified period of each category of given Change Group.
All Rejected Change Orders
This report shows total number of change orders, % of Change
Orders Rejected during approval phase, group by change category, Change Group, for the specified period.
All Normal/ emergency/Standard Change Orders
This report shows total number of change orders and % Normal,
% Emergency and % Standard Change Orders group by category, Change Group, for the specified period.
Change Order implementation cost details
This report shows the associated costs for Change Order grouped
by Change Group, Category, No. of Change Orders, Actual cost and Estimated cost for all the Change Orders for the specified period from the group.
Change Orders initiated from Problem/Incident
This report shows the no. of Change Orders initiated from
Problem/Incident tickets grouped by Change Group, No. of Change Order and % of Change Orders initiated by Incident/Problem ticket
against the total no. of Change Orders raised from the specific group.
Change orders outside Maintenance windowThis report shows the Change Orders grouped by Change Group
and lists all the change orders which are scheduled outside the maintenance window
Change orders outside Blackout window periodThis report shows the Change Orders grouped by Change Group
and lists all the change orders which are scheduled outside the Blackout window period
Change Order in Detail
This report shows the Change Order in detail, This report will
provide all the details of the Change Order properties like Type, Assignee, Priority, Risk Level, Category, Status, Open date,
Estimated duration, Description, Implementation plan, Business justification, Tested by, Project details, Affected CI, Impacted CI’s
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Change Management Reporting
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Forecast report
All the Change Order requests waiting for CAB approval
All Change Order requests waiting for CAB approval, risk level rating which should also contain category, Priority, Risk Level, Status, Planned Implementation Date & Time
All the approved and scheduled for implementation Change Orders
All Change Orders scheduled for implementation, grouped by Change Group, risk level rating which should also contain Category, Priority, Affected CI, Risk Level and Planned Implementation Date & time.
Volume report Total No. of Change Orders implementedThis report shows number of change orders which are closed in the specific period for all requestor groups
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Change Management Reporting
Interested in Beta?
> CA Service Deck Manager r12.5 Beta
Beta Starts Dec 1 2009
– On site Beta
– Betas on Demand
> For more information or to sign up todayhttp://supportconnectw.ca.com/public/ca_common_docs/cabetas-programlist.asp
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Questions?
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