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

9/6/2006 ©2006 BMC Software2

Agenda

› Change Management Challenges

› BMC® CCM Overview

› Product Overview – BMC® Remedy® Change Management v7.0

› Demo

› Q&A

9/6/2006 ©2006 BMC Software3

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…

9/6/2006 ©2006 BMC Software4

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.

9/6/2006 ©2006 BMC Software5

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

9/6/2006 ©2006 BMC Software6

Agenda


› BMC CCM Overview

› Product Overview – BMC Remedy Change Management v7.0

› Demo

› Q&A

9/6/2006 ©2006 BMC Software7

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.

9/6/2006 ©2006 BMC Software8

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.

9/6/2006 ©2006 BMC Software9

Agenda

› Change Management Overview



› Demo

› Q&A

9/6/2006 ©2006 BMC Software10

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?”

9/6/2006 ©2006 BMC Software11

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? “

9/6/2006 ©2006 BMC Software12

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

9/6/2006 ©2006 BMC Software13

CCM Process Flow

ITIL RolesTarget UsersChange Advisory

Board (CAB) Change Managers

Change Implementers (Support Staff)

Task Implementers

9/6/2006 ©2006 BMC Software14

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

9/6/2006 ©2006 BMC Software15

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

9/6/2006 ©2006 BMC Software16

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

9/6/2006 ©2006 BMC Software17

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

9/6/2006 ©2006 BMC Software18

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.

9/6/2006 ©2006 BMC Software19

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

9/6/2006 ©2006 BMC Software20


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

9/6/2006 ©2006 BMC Software21

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.

9/6/2006 ©2006 BMC Software22


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

9/6/2006 ©2006 BMC Software23


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.

9/6/2006 ©2006 BMC Software24

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

9/6/2006 ©2006 BMC Software25

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

9/6/2006 ©2006 BMC Software26

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

9/6/2006 ©2006 BMC Software28

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

9/6/2006 ©2006 BMC Software30

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

9/6/2006 ©2006 BMC Software31

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.

9/6/2006 ©2006 BMC Software32

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 )

9/6/2006

Questions?

9/6/2006

Thank You

improving change management with bmc remedy change ...€¦ · 3 9/6/2006 ©2006 bmc software where...

Documents