CA Service Desk Manager Change Management. Ken Laufmann Raymond Cadden

Transcription

1 CA Service Desk Manager Change Management Ken Laufmann Raymond Cadden

2 Terms of This Presentation This presentation was based on current information and resource allocations as of October 2009 and is subject to change or withdrawal by CA at any time without notice. Notwithstanding anything in this presentation to the contrary, this presentation shall not serve to (i) affect the rights and/or obligations of CA or its licensees under any existing or future written license agreement or services agreement relating to any CA software product; or (ii) amend any product documentation or specifications for any CA software product. The development, release and timing of any features or functionality described in this presentation remain at CA s sole discretion. Notwithstanding anything in this presentation to the contrary, upon the general availability of any future CA product release referenced in this presentation, CA will make such release available (i) for sale to new licensees of such product; and (ii) to existing licensees of such product on a when and if-available basis as part of CA maintenance and support, and in the form of a regularly scheduled major product release. Such releases may be made available to current licensees of such product who are current subscribers to CA maintenance and support on a when and if-available basis. In the event of a conflict between the terms of this paragraph and any other information contained in this presentation, the terms of this paragraph shall govern. 2

3 For Informational Purposes Only Certain information in this presentation may outline CA s general product direction. All information in this presentation is for your informational purposes only and may not be incorporated into any contract. CA assumes no responsibility for the accuracy or completeness of the information. To the extent permitted by applicable law, CA provides this document as is without warranty of any kind, including without limitation, any implied warranties or merchantability, fitness for a particular purpose, or non-infringement. In no event will CA be liable for any loss or damage, direct or indirect, from the use of this document, including, without limitation, lost profits, lost investment, business interruption, goodwill, or lost data, even if CA is expressly advised of the possibility of such damages. 3

4 Agenda > CA Service Desk Manager r12.1 Release Overview > Change Management Feature Review > Signup for Beta > Questions 4

5 r Change Management > Change Order Calendar Change Collision Detection Blackout Periods and Maintenance Windows Create Change Order from Calendar > Change Advisory Board Console Console for real-time CAB Approval > Impact Analysis > Conflict Management > Change Process Workflow Visibility Visual rendering of the approval process and status > Risk Assessment Survey Option > Content Surveys, Reporting, Field Attributes, process workflow 5

6 r Change Order Calendar 6

7 Change Order Calendar - Filters 7

8 Change Order Calendar - Blackout Windows

9 Create Change from Change Calendar 9

10 Change Calendar Conflict Warning Change Collision Detection based on the association of the CI to multiple Change Orders that are scheduled at the same time

11 Conflict Analysis Change conflicts are logged for reference and auditing

12 Scoreboard Conflict List View 12

13 Conflict Detail

14 Change Advisory Board (CAB) Console

15 CAB Console

16 Impact Explorer

17 Where is this Change Within The Process? 17

18 Risk Survey Change Requestor View 18

19 Risk Survey - Defining

20 Risk Survey - Defining - Risk Range

21 Associate Risk Survey to Category 21

22 New Change Order Fields And Attributes Risk CAB Closure Code CAB Approval Business Case 22

23 Change Order Calendar Free/Busy Times Help select Scheduled Start Date for Change View Free/Busy allocation of attached CIs

24 Change Management Process Definition > Change Management Process CA Workflow Definition Download from support.ca.com Change Management process for all Standard Normal Emergency Changes From initial Request, through Implementation and Post Implementation Review. Determines approval path based upon Type of Change Order and associated Risk Level Modify and adapt > Aligns to ITIL v3 Address your specific Change Management process 24

25 Change Management Process Definition > Incorporates CA Service Desk 12.1 new Change Management features/functionality including: Change Type (included in 12.0 and 12.1) CAB CAB Approval Flag Risk Assessment Survey Business Case Closure Codes Status Codes Conflict Analysis Impact Analysis 25

26 Change Management Process Definition > Change Management Process Definition in Design Mode: 26

27 Change Management Reporting Compliance Report All successful and unsuccessful implemented Change Orders All Rejected Change Orders All Normal/ emergency/standard Change Orders Change Order implementation cost details Change Orders initiated from Problem/Incident Change orders outside Maintenance window Change orders outside Blackout window period Change Order in Detail This report shows total number of change orders, % of successful change orders, % of unsuccessful change orders, and % of successful change orders with errors for a given Change Group, and for the specified period of each category of given Change Group. This report shows total number of change orders, % of Change Orders Rejected during approval phase, group by change category, Change Group, for the specified period. This report shows total number of change orders and % Normal, % Emergency and % Standard Change Orders group by category, Change Group, for the specified period. This report shows the associated costs for Change Order grouped by Change Group, Category, No. of Change Orders, Actual cost and Estimated cost for all the Change Orders for the specified period from the group. This report shows the no. of Change Orders initiated from Problem/Incident tickets grouped by Change Group, No. of Change Order and % of Change Orders initiated by Incident/Problem ticket against the total no. of Change Orders raised from the specific group. This report shows the Change Orders grouped by Change Group and lists all the change orders which are scheduled outside the maintenance window This report shows the Change Orders grouped by Change Group and lists all the change orders which are scheduled outside the Blackout window period This report shows the Change Order in detail, This report will provide all the details of the Change Order properties like Type, Assignee, Priority, Risk Level, Category, Status, Open date, Estimated duration, Description, Implementation plan, Business justification, Tested by, Project details, Affected CI, Impacted CI s 27

28 Change Management Reporting Forecast report All the Change Order requests waiting for CAB approval All the approved and scheduled for implementation Change Orders All Change Order requests waiting for CAB approval, risk level rating which should also contain category, Priority, Risk Level, Status, Planned Implementation Date & Time All Change Orders scheduled for implementation, grouped by Change Group, risk level rating which should also contain Category, Priority, Affected CI, Risk Level and Planned Implementation Date & time. Volume report Total No. of Change Orders implemented This report shows number of change orders which are closed in the specific period for all requestor groups 28

29 Interested in Beta? > CA Service Deck Manager r12.5 Beta Beta Starts Dec On site Beta Betas on Demand > For more information or to sign up today 29

30 Questions?