Respondfasterandmoreconfidentlytochangerequests

Improvedecisionsandplanningforreducedriskwithvirtualcollaborationandautomatedanalyses

Identifyandresolveunplannedchangesproactively

Prioritizechangesbasedondepartmentalgoals

Reducecostandriskthroughautomatedchangeinitiation,execution,andvalidation

Monitorchangeprocessesinrealtime

Improveauditandcomplianceposture

ThechangemanagementchallengeRealizingthepromiseofITServiceManagement(ITSM)requiresmorethanimplementingatool.Itrequiresaholistic,process-orientedapproach.ChangemanagementisarguablythemostinterconnectedofallITSMprocessesandrequiresextraattention.

Improperlyimplementedchangecontinuestobealeadingcauseoftechnologyincidentsandproblems.Consequently,change,configuration,andreleaseprocessesareunderintensescrutinyfrominternalandexternalauditors.ITorganizationsneedtohaveeffectivechangemanagementprocessesinplaceandbeabletodemonstratethattheyarefollowed.

Compoundingthesechallengesisashiftinginfrastructurefoundation.Virtualization,self-servicerequests,on-demandcomputing,andongoingbusinessdemandsareincreasingthenumberofchangesoccurringthroughITandthepaceatwhichthosechangesneedtobeimplemented.

Itisessentialfororganizationstobeabletosupportmultipletypesofchangerequests,tounderstandtheriskimpactsassociatedwithpotentialrequests,andtointegratechangeprocessesintothebroaderecosystemandtheyhavetodoallofthiscost-effectively.

HP IT Change Management Suite softwareForHPServiceManager

Datasheet

SuiteoverviewTheHPITChangeManagementSuitecanhelpyouaddressthesechallenges.ItispartofanintegratedsetofITSMprocessmodulesforHPServiceManagersolution.ThesuiteisanintegratedpartoftheHPServiceManagersolutionandcomeswithembeddedout-of-the-boxITInfrastructureLibrary(ITIL)v3-basedbestpractices.Itcancreatemechanismsformeasuringchangeprocessworkflows,automateimpactanalysis,andenhancechangeadvisoryboard(CAB)virtualization.TheHPITChangeManagementSuitecanhelpyouimplementatleast40percentormorechanges;reducetheneedforemergencychangesby50percent;avoidchange-inducedcollisions,downtime,andrework;andaddresscomplianceandauditreportingmorequickly.Thesuitecanalsohelpimprovecollaborationandefficiencyacrossthevariousrolessuchasthechangecoordinator,

Changeapproverscanremotelyapprovechangesanytime,anywherewithHPServiceManagerChangeManagementusingasmartphonedevice.

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approvers,andmanagers.Anexampleofefficienciesachievedisintheminimizationoftotaltimetoprocesschanges,supportedbytheprovisionofmobileaccesstochangeapproversviasmartphonetofacilitateapprovalofchangesanytime,anywhere.

HPanditspartnersprovidecomplementaryandflexibleservicesfromquickstartpackages,toprocessconsultinganddesign,andmorecompleteimplementationpackages.Solutionscanbedeployedonsite,deliveredasSoftwareasaService(SaaS),oroutsourced.

FeaturesandbenefitsIncreasechangeeffectivenesswithstandardizedprocessesTheHPITChangeManagementSuiteenablesyoutocreatestandardizedandrepeatableworkflows.Thesuiteincludesbuilt-inbestpracticeswithassociatedindustry-standardworkflows,forms,anddocumentation.Thesuitecanalsocreate,modify,andreusechangeprocesses,enablingcontinualserviceimprovements.WiththeHPITChangeManagementSuite,differentchangetypescanfollowdifferentpaths.Pre-approvedchangesforstandardrequestscanbeexpeditedwhileotherchangescanfollowamorenormalandcompleteprocess.Scriptableandrepeatableprocesses,includingreleasemanagement,providethefoundationforreducingriskandimprovingthebenefitsassociatedwithchange.

Tohelpyouvisualizetheend-to-endprocess,theHPChangeManagementsolutionprovidesagraphicalworkflowinterface.Youcandesign,modify,andvisuallymonitormultilevelprocesses.Thesolutionexposeseveryelementofachangeprocesspeople,assets,timeframes,tasks,phases,andnotificationsin

clear,visualterms.Thisvisibilityturnsthecomplexityoftrackingchanges,approvals,taskassignments,andplanningintoeasilyunderstandableprocesses.

Improvechangeassessment,planning,andapprovalefficiencyYoucancoordinatechangeactivitiesacrossusersandCABmembers,decision-makers,andotherstakeholdersinvolvedwiththechangeprocesswiththeHPITChangeManagementSuite.Youcanalsoimproveplanningandcollaborationbyenablingthesuitetosendautomaticnotificationstopartiesregardingpotentialchangesthatcanaffecttheirrespectivesystems.

Youcanassign,execute,andtrackCABactionitems,discussionthreads,impactassessments,andvoting.TheHPITChangeManagementSuitealsohelpsyouincreaseproductivityfurtherbyautomatingpotentialcollisiondetection,impactanalysis,andriskassessmentsofchangeonthebusiness.YoucanvirtualizeCABfunctionstomakemoredecisionsoutsideofactualmeetings,andtomakemeetingsmoreeffective.

Oneofthehighlightsofthesuiteisitsglobalforwardscheduleofchangethatbringschangerequeststogetherintoasingle,commonviewandprovidesimprovedvisibilityandbetterplanning.ChangecalendarscanbebasedonmultipleviewsincludinganOutlook-stylecalendarwithtimelinesbymonth/week/day/hour,byapplication,andbyimplementer.Thisprovidesinsightintotheimpacts,collisions,andcommentsofeverychangerequest.Inaddition,theHPITChangeManagementSuitecanassignandtrackchangewindows,freezeperiodsandbusinessevents,givingyoumorecontroloverwhenchangesareimplemented.

Figure 1: Changecalendar

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ReduceriskwithautomaticimpactanalysisandcollisiondetectionHPServiceManagersolutionandtheHPITChangeManagementSuiteshareconfigurationanddependencyinformationfoundinanITILv3-alignedconfigurationmanagementsystem(CMS)builtontheHPUniversalConfigurationManagementDatabase(CMDB).Thesuiteautomaticallyandcontinuallyperformsimpactanalysis,riskassessment,andcollisiondetectiononallchangerequests.Impactsandcollisionscanbebasedoninfrastructureandapplicationrelationships,buttheycanalsoreflecttimingconflictsinpersonnelschedules(forexample,thepeopleresponsibleforimplementingchanges).

Thesuiteflagsallimpactedconfigurationitems,potentialapplications,andassociatedbusinessservicesusingdependencymappinginformation.Italsocomparesnewchangerequeststoallotherpending

requestswithinthesametimeframe,andidentifiespotentialcollisionsthatcouldresultindowntimeandrework.Thesuitecalculatesascorebasedonmultiplecriteriaincludinghistoricaloutcomesofsimilarchangesforamoreaccurateriskassessment.

Integratethechangemanagementlifecycle,includingvalidationandunplannedchangedetectionAspartoftheoverallHPServiceManagersolution,theHPITChangeManagementSuiteistightlyintegratedwithotherITSMprocessesandmodulesfromtheloggingofchangerequeststhroughimplementation,evaluation,andclosure.Thisincludesintegrationwithcatalog,request,incident,problem,configuration,andservice-levelmanagementcomponentsofHPServiceManager.

Figure 2: Automatedcollisiondetection

User integration, problem, and

incident

Logrequests

Assess andplan Approve

Release and deployment, request fulfillment, and

configuration management

CAB

Implement Evaluate andcloseReview

Figure 3: ITILv3-basedchangemanagementprocess

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Copyright20092011Hewlett-PackardDevelopmentCompany,L.P.Theinformationcontainedhereinissubjecttochangewithoutnotice.TheonlywarrantiesforHPproductsandservicesaresetforthintheexpresswarrantystatementsaccompanyingsuchproductsandservices.Nothinghereinshouldbeconstruedasconstitutinganadditionalwarranty.HPshallnotbeliablefortechnicaloreditorialerrorsoromissionscontainedherein.

4AA0-6524ENW,CreatedNovember2009;UpdatedApril2011,Rev.2

Requestsforchangecanautomaticallyoriginateasincidentsorproblemoutcomes.Employeeself-servicecatalogrequestsareincreasinglythebasisforstandardchangerequests.ThecompanionServiceManagerServiceCatalogandRequestManagementmodulesprovideintegratedfrontendsintothechangeprocess.

HPServiceManagerdashboardsandreportshelpITmanagersdemonstratevaluetobusinessstakeholdersandprovidestatusinformationtoindividualusers.Easilycustomizabledashboardsprovidemanagersandservicedeskagentswithquickandconciseviewsintotheoverallstatusofthechangeprocesswhileimprovingaccesstomoredetailedinformation.

Automatingthecompletechangeprocessfromassemblingrequeststhroughimplementationandtheexecutionofchangecanspeedthedeliverytimeforstandardchangerequests.Automatingchangeinitiation,implementation,andclosuretaskscanalsoreduceoperationalcostswhileimprovingthequalityofservice.IntegrationwithHPOperationsOrchestrationenablesfasterrequestforchange(RFC)creation,changeexecutionandprovisioning,andclosed-loopvalidation,reducingthetimeandstaffresourcesrequiredtomanageandimplementtheoverallchangeprocess.

Figure 4: HPServiceManagerchangedashboardexample

UseHPITChangeManagementSuitetoreducethecost,risk,andtimeinvolvedinmanagingchanges.Formoreinformation,visitwww.hp.com/go/servicemanagementsoftware

Validationandunplannedchangedetectioncanhelpclosetheloopinchangemanagement.HPServiceManagerknowsthemanagedstateofconfigurationitems(CIs)orthestateinwhichaCIissupposedtobe.TheHPUniversalCMDBwithdiscoveryanddependencymappinginformationisawareoftheactualstates.Afterachangehasbeenimplemented,themanagedandactualstatescanbecomparedtovalidatethatachangewassuccessfullycompleted.Inasimilarmanner,whenaconfigurationitemchanges,theHPITChangeManagementSuitecancomparethisactualstateofaCIagainsttherecordofchangerequests.Anychangethatdoesnothaveacorrespondingchangerecordisidentifiedandcanbeaddressedappropriatelybymethodssuchascreatinganincidentoranewrequestforchange.

ImprovecompliancepostureandproduceauditreportsquicklyTheHPITChangeManagementSuiteenablescompaniestoestablisheffectiveITprocesscontrolsforchangeandconfigurationmanagement.Thebuilt-inbestpracticesbasedonITILv3alignwithcommonauditingframeworkssuchasControlObjectivesforInformationandrelatedTechnology(COBIT).Thelogging,dashboards,andreportingcapabilitieshelpillustratetheeffectivenessofthechangecontrolswhilealsoacceleratingtheproductionofauditevidence.

Standardizingonacommonchangemanagementprocess,automatingimpactanalysisandcollisiondetection,validatingchanges,anddetectingunplannedchangesallcombinetomitigateITrisk.

ContactinformationTofindanHPSoftware&Solutionssalesofficeorresellernearyou,visitwww.managementsoftware.hp.com/buy