BMC Software confidential. BMC Performance Manager Will Brown.
Improving Change Management with BMC Remedy Change ...€¦ · 3 9/6/2006 ©2006 BMC Software Where...
Transcript of Improving Change Management with BMC Remedy Change ...€¦ · 3 9/6/2006 ©2006 BMC Software Where...
9/6/2006
Improving Change Management with BMC Remedy Change Management v7.0
Mark ThompsonSr. Product Manager, BMC
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Agenda
› Change Management Challenges
› BMC® CCM Overview
› Product Overview – BMC® Remedy® Change Management v7.0
› Demo
› Q&A
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Where there’s change, there’s risk . . .
› 80% of all system failures are caused by people or process failures (unmanaged change). --Gartner
› Your lines of business constantly request changes.
› Complications occur because IT can’t just stop making changes…
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Why Is Change Management So Difficult?
› Change Management is the most process-intensive of all Service Management applications.
› Change Management is 75% about the Process and 25% about the Tools involved.
› Good Change Management requires automation.
› Therefore, to achieve success in Change Management, Discipline Communication and Automation is critical.
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Silos of Change IS&T Key Capability
Themes
Currently No Coordination Exists
Data and Processes
Infrastructure Change Management
Servers, Printers, Routers, Databases
Software, OS, Networks, Projects
Operational Change Management
BU Requests and Services, Projects
Application Development (SCC/M)
New Applications, Maintenance, Defects
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Agenda
› Change Management Challenges
› BMC CCM Overview
› Product Overview – BMC Remedy Change Management v7.0
› Demo
› Q&A
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BMC Change and Configuration Management (CCM)
Our solution provides a Closed-loop process, addresses several high-pain-point issues in
› Client Management › Datacenter Management › IT Service Management (ITSM)
What’s the value of CCM ?› When performing a change to the IT
configuration managed resources, it is critical to maintain consistency and control through the entire process. A “Closed- loop”approach ensures that the change is properly documented, assessed, tracked, implemented and ultimately verified.
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IT Service Management FitSource: BBC (Kia Behnia)
Service LevelManagement
Incident Management
Service Desk
Problem Management
Change Management
CapacityManagement
Availability Management
FinancialManagement
Configuration Management
Release Management
Service Support
Service Delivery
IT Service Continuity Mgmt
CCM integrates these three areas.
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Agenda
› Change Management Overview
› BMC CCM Overview
› Product Overview – BMC Remedy Change Management v7.0
› Demo
› Q&A
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Key Change Management Questions
Key IT Operations questions:
“How do you ensure standardized methods and processes are used for changes?““How do you maintain a proper balance between the need for change against the potential risk and detrimental impact of the change?““How can you ensure proper and timely execution of change during times of high change velocity?”“How can you understand, monitor and measure changes against appropriate metrics and KPI’s?”
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Remedy Change Management v7.0
Change Planning
Change Efficiency
Change Productivity
“Can you standardize on Change processes?”“Can you confidently make quick decisions on risk and impact for potential changes? “
“Can you ensure proper and timely execution of changes with minimal error prone manual processes?”
Key Benefits Differentiating Questions
“Can you verify that the changes match what was requested? ““Are your changes meeting appropriate KPI’s and Metrics? “
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Meeting Change Management Challenges
› Integrated across all functional components uniting › Discovery› Change process management › Change execution› Change verification › CMDB
› Benefit› A single Closed-loop process that improves
efficiency and information flow.
› Result › Fewer errors, faster execution, easier documentation, and the enhanced visibility
and reporting necessary to meet compliance requirements
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CCM Process Flow
ITIL RolesTarget UsersChange Advisory
Board (CAB) Change Managers
Change Implementers (Support Staff)
Task Implementers
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Remedy Change Management -High-level Modules›Built-in best-practice processes, flexible and extensible workflows, and reporting for
– Request– Planning– Implementation– Verification
›Requester console– End-user submissions
›Support console– Implementer-based
›Manager console– Management-based
›Change calendar– Visually track and plan
›Change dashboard– KPIs for change
›Change management integration– Out-of-the-box Configuration integration
RequesterConsole
SupportConsole
ManagerConsole
ChangeDashboard
ApprovalsChangeCalendar RFC Form Task
Management
AR SystemChange
ManagementIntegration
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Technical Operators &Service SupportManagement Team
Change Planning
Change Calendar Key Functions:– Graphical View of Changes and Business Events – 1, 5 and 7 Day Views– Pre-Defined Filtering– Drill down in to Changes Requests– Default Settings– Uses AR System Plug-In technology
Benefits: › Accelerate change planning and
scheduling processResults: › Raise Visibility of potential change conflicts
and Increase change success rate
Color Coded for Risk Level
Narrow Data with Filters
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Management Team
Change Planning
New! Risk Assessment › Standardized questions for
Change› Derived factors for CI Priority
and Performance Rating› Change Risk report
– Detailed Risk score output – Customer configurable
Benefits:› Consistency of Risk processResults: › Raise Accuracy and Improve
speed for risk assessment
Derived Factors combined with Questions
to calculate score in printable Risk Report
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Technical Operators andService Support
Change Planning
New! CI Viewer› Graphical View of CIs and their
relationships› Launch in context› Navigate to specific CIs
Benefits:› Comprehensive and Visual
access to affected CIsResults: › Speeds decision making
process for risk
CIs as well as Problems etc.
Related to Change Request
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Technical Operators &Service Support
Management Team
Change Planning
Schedule Assist drives Availability
locater
New! Change Availability –Unavailability
› Schedule Assist to locate Available Windows
› Create Unavailability and Availability Time Segment Windows for:
– Changes– Configuration Items – Business Events
Benefits: › Changes are planned based on
business processes. Results: › Quick Access to information reduces
chances of harmful conflicts.
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Management Team
Change Planning
Enhanced Approval Processes› Multi-Stage approvals› Fully integrated with Remedy approval
server› Workflow based notification email,
alerts, pages, etc.› User configurable for ITIL or custom
Benefits:› Ensure appropriate users are involved
in process
Results:› Increased flexibility and faster change
approvals
View Approval Stage Approver List and Drive Approvals
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Technical Operators &Service Support
Management Team
Change Efficiency Requester Console› End-User interaction for Change
Requests › Communication of Outages
Updated! Role-Based Consoles (Support & Manager)
› Quick View of information› Drill Down› Launch to other applications
Benefits: › Quick access to critical information
Results:› Clear prioritization of work items to
increase efficiency
View Critical data, Management data and Launch to other apps
Users manage their Requests and View outages
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Technical Operators andService Support
Change Efficiency
Updated! Predefined Change Templates and Task Templates
› Individual or Linked Templates
New! Process Flow Visualization› Accelerators to drive required functions› Graphical view identifies where user is
in the change process.
Benefits: › Enforce specific business process › Fewer mouse clicks and key strokes
Results:› Reduction in staff training time
Select Templates with one click.
Drive change status updates with one
click.
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Technical Operators &Service Support
Change Efficiency New! Task Management › Supports branching and multiple paths
along with data and workflow exchange between tasks
› Task templates– Reusable templates for standard
tasks› Task group templates
– Reusable templates for collection of tasks
› Task Viewer – Graphical View of Tasks
Benefits:› Fast and reliable execution of tasks via
repeatable processesResults:› Improved Productivity and Reduction in
errors with a clear understanding of business process
Colors and Icons to indicate Status and
Type of Task
Navigate Table View of Tasks
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Technical Operators &Service Support
Change Efficiency
New! DSL w/ BMC added Product Dictionary
› Mechanism for consistently identifying Software Library Items (SLIs)
Benefits: › Standardization of SLIs and
normalization of names CMDBResults:› Improved communication among
IT staff ensures integrity of the environment.
Easily navigate to specific Software Library Items for
distribution.
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Change Efficiency
› Application recognition and normalization
– Product Dictionary matches discovery scan data to definitive software titles and descriptions (e.g. suite info)
– Includes over 10,000 applications out-of-the-box with updates made available via SupportWeb
› Software license association– Normalized software descriptions
in CMDB are counted by Remedy Asset and applied to corresponding software license
› BMC® Discovery uses Product Dictionary to normalize scan data prior to recording in CMDB.
DSLProduct Dictionary Software Library
https://goldenmsft/office/...
https://goldenmsft/windows/...
Room A243, Cabinet B
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Management Team
Change Productivity
Change Dashboard › Dashboard of Key Metrics
– Operational Efficiency– Overall Health– Financial– Customer Data– Customer Configurable
and Customizable› Benefits:
– Ensures organization is meeting identified goals.
› Results:– Organizational improvements
can be driven with real time data.
View and Filter for Multiple Metrics
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Typical Open-loop Client Management
wwwwwwwwwwwwwww
C.A.B.
Change Manager
Marketing
Sales
Manufacturing
Finance
Request
Planning
Implementation
Approval
Verification
XManual, swivel-chair level integration
between change and execution
X
Manual verification ofchange completion
XManual compliance reportingfrom multiple sources
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The BMC Destination:Closed-loop Client Management - Process
Compliance Reporting
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Closed-loop integration for BMC® CCM
Out-of-Box Initiation, Auditing and Verification of Change Requests › Best Practice Change Templates for Configuration Management› Automatic launch in context via Seamless Authentication › Data passed between applications
– Change ID– Task ID – Work Log information
› Automated Workflow – Status Updates
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Agenda
› Change Management Challenges
› BMC CCM Overview
› Product Overview – BMC Remedy Change Management v7.0
› Demo
› Q&A
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What’s needed to “close the loop”
› Automated integration across the process– Across applications– Across IT silos
› End-to-end visibility of entire process– Improved management/control– Ease of compliance reporting
› Automatically verify and report on deployment success– Implementations completed– Verification configuration matches intended implementation
› Automated update of “current state”– Automated discovery and update to CMDB
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Meeting Change Management Challenges
› Integrated across all functional components uniting › Discovery› Change process management › Change execution› Change verification › CMDB
› Benefit› A single Closed-loop process that improves
efficiency and information flow.
› Result › Fewer errors, faster execution, easier documentation, and the enhanced visibility
and reporting necessary to meet compliance requirements.
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Best Practices For Change Management
Lifecycle Step Need Best Practice
Request Management
Ensures there is accountability for changes and that
changes are woven in IT Service Processes.
1)Establish Appropriate Categorizations 2)Ensure Changes Are Related To A Business Service or Problem Area
Planning/Scheduling
Ensures there is proper assessment of
resources, costs and risks for the change and that this information is visible to accountable
parties.
1)Link To CMDB 2)Establish Pre-Defined Templates 3)Integration To Scheduling Tools
Approvals/Governance
Ensures prioritization, resource plans,
assessment of risks (business and technical) and attainment of proper
approvals from the Change Advisory Board
(CAB).
1)Establish Change Approval Board 2)Define Multiple Types Of Approval Business Rules (Standard, Emergency, None, etc.)
Ensures proper resources and activities are conducted; changes
are kept on track;
1)Link to CMDB 2)Integration To External Tools (verification, implementation etc )
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Agenda
› Change Management Overview
› BMC CCM Overview
› Product Overview – BMC Remedy Change Management v7.0
› Demo
› Q&A