change management - bizagi · 2016. 10. 24. · change management | 5 main facts in the process...

Change

Management Construction Document

Change Management | 2

Table of Contents

Change Management ........................................................................................................................ 4

DESCRIPTION ......................................................................................................................................... 4

Main Facts in the Process Construction .......................................................................................5

DATA MODEL .........................................................................................................................................5

PARAMETER ENTITIES .............................................................................................................................6

MASTER ENTITIES ................................................................................................................................... 7

ADD VALUES TO PARAMETER TABLES FROM THE WORK PORTAL. ......................................................9

IMPORTANT RULES ............................................................................................................................... 10

VOCABULARIES ..................................................................................................................................... 12

SET TIMERS CONFIGURATION ............................................................................................................. 13

INDICATORS .......................................................................................................................................... 14

Copyright © 2016 | Bizagi Confidential


Organizations are supported by technologies to help them increase the added-value

of the business and concentrate their efforts and resources on achieving high customer

satisfaction and profitability. Businesses are dependent on information technology and

there has to be defined procedures and policies to efficiently manage it.

Reliability of the technological resources is fundamental. Ensuring total availability,

capability and security according to business demands, can be a real headache for

organizations. Information Technology Departments have been created to provide

assurance in the availability and reliability of information, and the proper technological

infrastructure operation. But the bigger the organization, the more difficult is the

technological resources management. Change Management is one of the areas where

there is most risk.

Change Management responds to the needs of introducing changes as part of the

business continuity, new business requirements and continuous improvement. It also

minimizes the impact and disruption by properly evaluating possible effects, planning

and controlling the execution of changes.

Bizagi´s Change Management Process template is based on the principals of ITIL V3

Practices to help guarantee Changes by planning, impact and risk evaluation, level of

authorization, communication, implementation and documentation. The definition of a

standard process flow, responsibilities, information that must be recorded for each

activity and the traceability of each change will allow you to prioritize and respond to

change requests, reduce the number of unsuccessful changes, meet external

requirements, provide better estimations of time and cost, aid productivity, reduce

response times and catch useful data for continuous improvement.

Analyze and implement the changes for your organization in an agile and efficient way.



Change Management

Description

The process starts with the creation of an RFC (Request for Change) by a person or

group. Once the RFC has been planned and reviewed it is submitted to the Change

Management Department. This department establishes an initial assessment and

evaluation and decides if the RFC is accepted, rejected or requires amendment.

Changes have to be approved according to their classification and impact level.

When the RFC has been authorized, its implementation is planned, communicated and

executed. Then the Change implementation is evaluated by the Requester (person or

group) who confirms if the implementation was successful or not. The necessary actions

to remedy the unexpected or undesired effects of the implementation are performed

if required.

Finally, the Change manager reviews the development of the Change and closes the

RFC.



Main Facts in the Process Construction

Data Model

The Process entity is Request for Change (RFC). This entity stores all the attributes and

relationships necessary to manage and follow a Change.

Relationships with parameter tables are established to enable the user to select their

values to define the information needed to resolve each Request. Some of these tables

are: Type of Change, Classification, Status, Impact and Priority among others.

The process has relationships with the system entity WFUSER to allow the process to

identify the task performers and their information.



Some master entities as Impact Matrix, Change Requirements and RFC History are

related to the Process entity to allow the user to define, store and track the necessary

information along the Request development.

Parameter Entities

Different parameter entities are used to define information that determines the flow

that the Process will follow. Some of them are totally customizable according to your

needs and policies, as will be shown below:

Questions

The impact evaluation of an RFC is commonly evaluated by using an impact matrix.

This matrix is composed of questions that establish the level of impact the change could

have over the business operation.

To define your own questions according to the way you classify and assess your

changes, go to Modules and select the entities option. Search the parameter entities

and then click on the “Question” entity. Click on “Values” and add or edit questions as

required.



Answers

Answers must be defined for each of the established questions, and must be scored

according to the impact each answer has. The impact level is obtained by totalizing all

scores of the selected answers

To define your own answers and their related scores, go to Modules and select the

entities option. Search the parameter entities and then click on the “Answer” entity.

Click on “Values” and add or edit the answers, their score and their related questions

as required.

Master Entities

Five master entities were defined for this Process template.

In order to track an RFC´s development, the master entity “History” stores the

main information of the Request in chronological order to allow the user to

consult its development at any time.



The “CAB Member” master entity stores the information related to the people

that evaluated and authorized a change.

“People to Notify” master entity stores the information related to the people

that must be notified, via email, about the implementation of a change.

“Change Requirements” master entity is used to define the requirements that

must be developed in order to complete a change. Basic information, such as

the requirement description, due date and developer in charge, is stored in this

entity. The requirements development sub-process is thrown for each

requirement defined in this table.

The “Impact Matrix” master entity is defined to allow the user to easily answer a

set of questions to establish the Change impact level.

Impact Matrix

Impact evaluation is one of the most critical tasks in this process. The authorization of

a change depends, mainly, on the assessment of the possible effects over business

operations, so the change feasibility and its effects must be carefully analyzed.

The impact matrix is a tool that helps the Change management team to evaluate the

impact of a change. It consists of a set of questions, whereby each one has an

associated set of answers and each answer has a related score. The total score defines

the impact level according to established policies.

The “Impact matrix” master entity is used to enable the user to consult and answer the

questions that the Change Management team has established in the “Questions”

parameter entity.



Add values to Parameter Tables from the Work Portal.

Bizagi processes should always have an administrator in charge of parameterization to

ensure that the data handled by the process is always correct. In the development

environment these tables can be managed from Bizagi Studio, but when projects are

in production they can only be managed through the Work Portal.

To add or edit values in parameter tables from the Work Portal go to the Admin option

and then select the Entities option. A complete list of the entities involved in the process

will be displayed; select the table you wish to add or edit. A form will be enabled to

enter the required values.



Important Rules

Get Impact Level

As we have seen before, the impact matrix is very useful in this process. To define the

impact level according to the selected answers for each question, “Get Impact Level” is

used. This rule obtains the value of the impact level according to the scores of the

selected answers, as follows:



The image above shows the structure of the expression. The first step is “Get bounds”

where the values of the bounds that define the impact level ranking are obtained from

vocabularies. The second step is to iterate over the “Impact matrix” master entity, then

obtain the score related to the selected answers and accumulate it. Finally, the RFC

level is established by comparing the total score with the defined rankings of impact

level. How can I define the impact level rankings?

The impact matrix is shown in the different forms as follow:

Test Concluded

The “Requirements Development” multiple sub-process is thrown by each defined

requirement to allow the person in charge of its development to report the final results

of his assignment. When a requirement does not meet tests in a satisfactory way, the

sub-process is thrown again.

To identify what processes, have to be thrown to review a specific requirement this rule

is used.



Vocabularies

Set Impact Ranking

The impact level is defined according to the total score of the selected answers to each

question. You can define the limits or bounds of each impact level rank. LOWERBOUND

and UPPERBOUND constant definitions were created to allow you to modify their

values and customize these bounds which define the impact ranking as follow:

In order to modify the vocabularies, enter the Modules view, go to the Processes option

and search the Vocabularies Constant definitions. Select the constant definition

“LOWERBOUND” or “UPPERBOUND” and set their values according to your guidelines.

Impact Level

0 < Total Score <=LOWERBOUND Low

LOWERBOUND < Total Score <=UPPERBOUND Medium

UPPERBOUND< Total Score High

Ranking



Set Timers Configuration

In this Process, a timer is used to control the response time the Requester has to

evaluate the Change implementation. RFC´s can stay open waiting for the requester to

evaluate the results, but sometimes, the requester is satisfied with the Change and does

not evaluate it. This RFC must be closed to improve the RFC´s attention rate and should

not affect the process performance metrics.

You can set the duration given through vocabulary definitions. Enter the Modules view,

go to the Processes option and search the Vocabularies Constant definitions. Select the

constant definition “MAXIMUM TIME TO EVALUATE” and set this value according to

your guidelines.



Indicators

This process template will help you to control your management via case queries

according to criteria that will give you data useful for calculating Key Performance

Indicators (KPI´s). Queries are executed through the “Queries” option in the main menu

of the Work Portal.

By default, the process template includes some attributes useful to calculate several

indicators.



For example, if you wish to evaluate the rate of successful changes in a period, you can

use the query form on the web application in the “Queries” option, choose the option

yes in the “Change Successful” field and the start and final date of the period you wish

to evaluate in the “Closing Date” fields.

The RFC’s that meet the criteria will be displayed. Click on Graphical Analysis option

In the Measures definition window of the Graphical analysis wizard check the “Counter”

Option.



In the Dimensions definition window of the Graphical analysis wizard drag and drop

the “Change Successful?” dimension to the selected dimensions on the right hand side

square.

The number of successful and unsuccessful RFC’s in the selected period is shown in a

column chart:



Do the same for the total RFC’s in the period, for this, only select the start and final

date of the period in the “Closing Date” fields.

Once you have obtained this data you can easily calculate the rate of successful

changes, defined as:

𝑆𝑢𝑐𝑐𝑒𝑠𝑠𝑓𝑢𝑙 𝐶ℎ𝑎𝑛𝑔𝑒𝑠 𝑟𝑎𝑡𝑒 =𝑇𝑜𝑡𝑎𝑙 𝑠𝑢𝑐𝑐𝑒𝑠𝑠𝑓𝑢𝑙 𝑅𝐹𝐶´𝑠/𝑝𝑒𝑟𝑖𝑜𝑑

𝑇𝑜𝑡𝑎𝑙 𝑅𝐹𝐶´𝑠/𝑝𝑒𝑟𝑖𝑜𝑑

Bizagi offers the function to export the data to Excel in order to manipulate it.

You can define your own indicators using the attributes already created in the template

or adding another to obtain the information you need. If you wish to obtain information

about how to set up queries you can go to

http://help.bizagi.com/bpmsuite/en/index.html?queries.htm

http://help.bizagi.com/bpmsuite/en/index.html?queries.htm

change management - bizagi · 2016. 10. 24. · change management | 5 main facts in the process...

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