Download - Save a Tree: Use an eForm Automating IT Change Request Management Processes (Concurrency IT Department)

Save a Tree: Use an eFormAutomating IT Change Request Management

Processes

(Concurrency IT Department)

ContentsExecutive SummaryCurrent State AnalysisFuture State AnalysisAdoption & Implementation PlanningNext Steps

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BackgroundYour organization currently faces a number of challenges related to its current IT Change Request process, including:• Change Request (CR) workflow driven through email, with

users attaching files to emails to transmit, decreasing process effectiveness

• Information captured through existing Word CR form does not enable good filtering, search, or sorting

• 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 show impact to stakeholders• CRs improvements are not easily repeatable for other

groups - take too much time and includes many errors• CRs do not often lead to efficiency and cost reductions

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Engagement ParticipantsParticipant Name Department Role

(name) (department) (title)






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Executive SummaryConcurrency proposes a series of improvements related to the Change Management process and workflow capabilities to empower your business to improve key processes through process automationImplementing the proposed automated forms solution for the CR process will provide you with:

20% reduction in CR form fill efforts20% reduction in CR handling laborReduced CR response time by 5 days50% increase in successful CR resolution

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Executive Summary


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Process Phase Description

• Change Requests (CRs) are Developed and Submitted by (Contoso) 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 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

•Change Management•Section Managers•DC

•Change Management•Section Managers•DC•Other interested stakeholders

•Change Management•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 your 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 AnalysisChange Management Process Phases – Analysis Summary

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Prepare Change Request

Prepare for Change Management (CM)

Meeting

Conduct CM Meeting / Follow-Up and Communicate

Current State Process Analysis

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New Process Phase Description

• Change Requests (CRs) are developed and submitted by your Sections using an online form

• Workflow is automated throughout process, increasing value of information captured, efficiency of process, and compliance with policy (i.e., fewer “urgent” CRs)

• CR form connected to LOB data to leverage latest information and avoid re-input

• 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 your company-wide CR calendar, as well as meeting notes, minutes, and notes via Collaboration Portal and/or LOB system

Key Stakeholders

•Change Management

•Sections

•Data Center


•Sections

•Other interested stakeholders


•Sections

•DC


High-Level Improvements

•Online form CR Solution, with back-end Data Capture

•CR Information captured and Stored in Database

•CR Information shared with LOB system

•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

•CR Information available through Collaboration Portal and/or LOB system

• Automated workflows

Future State Process AnalysisChange Management Process Phases – Analysis Summary

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Prepare Change Request Prepare for MeetingConduct Meeting /

Follow-Up and Communicate

Level O

f C

om

ple

xit

y

Low

High

High

Low

5

3

3 5

1

Value to Business

Prioritized Process Solutions

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1

Change request LOB integration(SharePoint Server 2010, SQL 2008, LOB System(s))

Document Library of Change Requests(SharePoint Server 2010, SQL 2008)

Develop communication process to stakeholders post-meeting(SharePoint Server 2010, SQL 2008)

Adjust content included on CR form to make more useful; Impact (who, what, where, when) and develop pre-submission validation logic(InfoPath 2010)

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Future State Process Diagram

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Anticipated Benefits - ProcessProcess

PhaseImprovement Description

BenefitsTechnology Leveraged

KPI Impact(s)Affected Stakeholders

Prepare Change Request

• CR process automated through InfoPath forms and SharePoint Forms Services

• Forms are available offline or online

• CRs are filled out properly and validated

• CRs include data populated from SharePoint or LOB systems

• CRs routed to appropriate stakeholders, interested parties

• SharePoint Server 2010

• InfoPath 2010

• 20% reduction in CR form fill efforts

• 20% reduction in CR handling labor


•Sections

•Data Center

Prepare for Meeting

• Change Management Resources review CRs via collaboration portal

• CR information, to prepare for meeting, is available from SharePoint List or Web Part pages

• Reduction in meeting preparation process duration

• Reduction in labor costs


• SQL Server 2008

• Reduced CR response time by 5 days

• 20% reduction in CR errors


•Sections


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, viewable in a SharePoint List or in a Web Part

• Interested parties can track CR resolution process via RSS feed


• SQL Server 2008

• 20% reduction in meeting time

• 50% increase in successful CR resolution

• Reduced labor cost


•Sections

•Data Center


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Adoption & Implementation Planning Summary

PhaseID

Improvement Description

Resources RequiredImplementation

OwnerAdditional Stakeholders Notes

1Create CR eForms, CR Repository

• Change Management Resources

• IT ResourcesIT Manager

Change Management Director

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Create Collaborative Meeting Workspace


• IT Resources• Data Center Staff

IT ManagerChange Management

Director

3Create Post Meeting Automated Follow-up System


• IT Resources• Third Parties


Director

4Create Calendar Integration System


• IT ResourcesIT Manager

• Change Management Director

• Third Parties

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Create Pre-meeting CR Triage System and 24 Hour CR Resolution System


• IT Resources• Data Center Staff


Director

6 Train Staff • Affected Company Staff HR Manager IT Manager

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Potential Adoption RoadblocksStakeholder Group

Anticipated Resistance to Change Degree to which Resistance will Limit Initiative Success

Mitigation actions

TechnicalChange

ManagementN/A N/A N/A

Data Center N/A N/A N/A

Section Difficulty using InfoPath form Mid

• Test implementation • Develop online tutorial• Form usage

demonstration

CulturalChange

ManagementN/A Low

Data CenterUnwillingness to adjust internal processes to revised CR process championed by Change Management

Mid• Highlight anticipated

overall benefits of automation

SectionPreference for “simpler” paper-based + email process

Low• Highlight anticipated

overall benefits of automation

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Adoption Roadblock Mitigation Actions by Stakeholder

Adoption Category Change Management Data Center Section

Awareness

Awareness generating communications via email, newsletters, manager meetings, etc., targeted to stakeholder group and concerns



Value Demonstration

Emphasize process and productivity improvements to Division specifically and company as a whole; including estimated financial impact.

Emphasize value to company as well as importance of pilot-testing; provide case studies and whitepapers related to virtual training to demonstrate how other companies have successfully implemented solution

Demonstrate both improvement in productivity through quick hits and quick wins; also show overall process improvements and estimated financial impact for company. Provide useful tactical training to support roll-out. Ensure solution is fully tested to minimize end-user issues

Integration & Alignment

Ensure proposed solutions/ initiatives are aligned with both with business and IT strategy and direction



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Next StepsReview presentation and proposal with decision maker(s) and stakeholders for approvalConsider a SharePoint Deployment Planning Services (SDPS) follow-up engagementExecute work order for projectSchedule kick off meeting for week of _____ and weekly status meetingsPropose schedule:

A) Deadlines for initial milestones, orB) Date to finalize initial milestones

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Download - Save a Tree: Use an eForm Automating IT Change Request Management Processes (Concurrency IT Department)

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