automating it change management processes · automating it change management processes contents...
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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)
(name) (department) (title)
(name) (department) (title)
(name) (department) (title)
(name) (department) (title)
(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
• Executive Summary
• Current State Analysis
• Future State Analysis
• Adoption & Implementation
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
•Client Change Management
•Client Section Managers
•DC
•Other interested stakeholders
•Client Change Management
•Client Section Managers
•DC
•Other interested stakeholders
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
Current State Process
10
Current State Process
11
Contents
• Executive Summary
• Current State Analysis
• Future State Analysis
• Adoption & Implementation
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 Change Management
•Client Sections
•DC
•Client Change Management
•Client Sections
•Other interested stakeholders
•Client Change Management
•Client Sections
•DC
•Other interested stakeholders
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
Future State Process Diagram
16
Future State Process Diagram
17
Contents
• Executive Summary
• Current State Analysis
• Future State Analysis
• Adoption & Implementation
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
• 20% reduction in CR
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
• 20% reduction in CR
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
• Change Management
Resources
• IT Resources
IT Manager Change Management Director
2
Create
Collaborative
Meeting
Workspace
• Change Management
Resources
• IT Resources
• Data Center Staff
IT ManagerChange Management Director
3
Create Post
Meeting
Automated
Follow-up System
• Change Management
Resources
• IT Resources
• Third Parties
IT ManagerChange Management Director
4
Create Calendar
Integration
System
• Change Management
Resources
• IT Resources
IT Manager• Change Management Director
• Third Parties
5
Create Pre-
meeting CR Triage
System and 24
Hour CR
Resolution System
• Change Management
Resources
• IT Resources
• Data Center Staff
IT ManagerChange Management Director
6 Train Staff • Affected Company Staff HR Manager IT Manager
22
Project Plan
23
Contents
• Executive Summary
• Current State Analysis
• Future State Analysis
• Adoption & Implementation
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