SPAN. White Paper. Change Management. Introduction

Transcription

1 SPAN White Paper Introduction Organizational change is a structured approach in an organization to ensure that changes are seamlessly and successfully implemented to achieve lasting benefits. In the modern business environment, organizations face rapid change like never before. Globalization and the constant innovation of technology result in a constantly evolving business environment. helps organizations understand and work to minimize risks of changes to the IT environment. It is essentially a process for managing the peopleside of change. In this white paper, we provide the details of change management concept and a unique model being followed in SPAN for various customers across the globe, helping them to manage their changes efficiently and successfully.

2 : The Concept is an IT service management discipline., in cooperation with other ITSM processes, makes sure that the IT Services do not suffer from uncontrolled or uncoordinated changes and that all necessary changes are implemented with sufficient quality and efficiency. The process also facilitates the logging, identification, control the allocation of resources, QA, coordination, scheduling and postimplementation evaluation of changes. What is Change? Change is an event that is Approved by the Management Implemented with minimized and accepted risk to existing IT infrastructure Results in a new status of one or more Configuration Items (CIs) provides increased value to the business (Increased Revenue, Avoided Cost, or Improved Service) from the use of the new or enhanced IT systems The process utilizes standardized methods and procedures to ensure that all changes are handled and implemented with sufficient quality but still efficiently and adequately quick. In this context, the process aims to balance the IT organization s need to fulfill its daily operational obligations with the stakeholders need to minimize adverse impact and risk originating from the implementation of changes. Objective To ensure standardized methods and procedures are used for efficient and prompt handling of all changes to control IT infrastructure, in order to minimize the number and impact of any related incidents upon service What it can ensure Standardized methods, processes and procedures are used for all changes Facilitate efficient and prompt handling of all changes Maintain proper balance between the need for change and the potential detrimental impact of changes

3 Process: The process covers the following: Communication with customers, internal stakeholders and internal participants in the handling of each change Operational reporting to internal management. Involvement of authorized key staff (ITMB) in the assessment and approval of especially challenging changes. Generation of standard reports / logs for internal use in the process, and also generally structured data available for generating other change-related reports by other ITSM processes. Input-Output to : is typically initiated by a RFC and results in a successfully implemented change in the operational production environment for IT services. The main practical input to the process is RFCs generated by other ITSM processes, when one of the latter has identified an actual need for a specific change. For example, this could be instances of implementation of a Recommended Solution to permanently solve a present problem (change initiated by Problem Mgmt.), a correction of an Incident (change initiated by IT operations, Incident Mgmt., etc.), a planned upgrade / upscale of existing parts of the IT service infrastructure (change initiated by IT operations, CSOA, order from customer, etc.). Our Approach to Our change management methodology maximizes IT efficiency with automated, integrated and consolidated ITIL change management processes. The implementation of process is further helped by providing on-demand capabilities for creating, assessing, approving and implementing changes to your environment.

4 process helps customers belonging to various industries that includes: Banking and Finance Telecom Agriculture Retail, Energy and Utilities Government Organizations Healthcare Travel and Transportation

5 A maintenance calendar is prepared, which is aligned with Business Freeze Period / Restriction Period and followed for all customer changes, which helps in planning, scheduling and executing changes as per exact business needs. Clearly defined policies for the process includes mandate registration of all changes in the company s official Process Operations System, handling Standard Change or Pre-approved Operational Change as per documented and authorized model and ensures clear communication among IT service / CI stakeholders. Routines for different Change Requests types Standard Change, Normal Change, Urgent Change and Emergency Change are clearly defined and followed accordingly. Different roles for are clearly defined, documented and followed. RACI Matrix is maintained, which defines the responsibility of each role involved in the process activities. For more information on our entire range of solutions and related offerings, get in touch with SPAN at: sales@spanservices.com About SPAN: SPAN is an established Software Services Company offering comprehensive IT services since Our clients include Fortune 1000 companies, Independent Software Vendors and start-ups. SPAN s Offshore Development Center in India is CMMI Level 5, ISO 9001:2008 and ISO 27001:2005 certified. SPAN has a global footprint with offices in the U.S, Europe and India. There are multiple offshore development centers in Bangalore and Chandigarh, India. SPAN is ranked #7 Best IT Employers in India by a leading IT publication. SPAN s Relationship Management (RM) Model is a well-defined, yet flexible framework which provides ongoing business value to both, the client and SPAN. SPAN is wholly owned by USD 2.3 Billion Norwegian IT services major EVRY ( USA Headquarters >>> SPAN Systems Corporation, 30 Knightsbridge Road, Suite 525, 2nd Floor, Piscataway, NJ Phone: , Fax: India Headquarters >>> A part of the Nordic IT group EVRY SPAN Infotech (India) Pvt. Ltd. 18/2, Vani Vilas Road, Basavanagudi, Bangalore , India Phone: , Fax: Copyright 2013 by SPAN. All rights reserved. The Contents of this document are protected by copyright law and international treaties. SPAN acknowledges the proprietary rights of the trademarks and product names of other companies mentioned in this document. The reproduction or distribution of the document or any portion of it thereof, in any form or by any means without the prior written permission of SPAN is prohibited.