Change
Management
Construction Documet
Change Management | 2
Table of Contents
Change Management .............................................................................................................................. 4
Main Facts in the Process Construction ........................................................................................... 5
Data Model ........................................................................................................................................... 5
Parameter Entities .............................................................................................................................. 6
Master Entities ..................................................................................................................................... 8
Add values to Parameter Tables from the Work Portal. ................................................... 9
Important Rules ................................................................................................................................ 10
Vocabularies ....................................................................................................................................... 12
Set Timers Configuration .............................................................................................................. 13
Indicators ............................................................................................................................................. 14
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Organizations are supported by technologies to help them increase the added-value
of the business and concentrate their efforts and resources on achieving high customer
satisfaction and profitability. Businesses are dependent on information technology and
there has to be defined procedures and policies to efficiently manage it.
Reliability of the technological resources is fundamental. Ensuring total availability,
capability and security according to business demands, can be a real headache for
organizations. Information Technology Departments have been created to provide
assurance in the availability and reliability of information, and the proper technological
infrastructure operation. But the bigger the organization, the more difficult is the
technological resources management. Change Management is one of the areas where
there is most risk.
Change Management responds to the needs of introducing changes as part of the
business continuity, new business requirements and continuous improvement. It also
minimizes the impact and disruption by properly evaluating possible effects, planning
and controlling the execution of changes.
Bizagi´s Change Management Process template is based on the principals of ITIL V3
Practices to help guarantee Changes by planning, impact and risk evaluation, level of
authorization, communication, implementation and documentation. The definition of a
standard process flow, responsibilities, information that must be recorded for each
activity and the traceability of each change will allow you to prioritize and respond to
change requests, reduce the number of unsuccessful changes, meet external
requirements, provide better estimations of time and cost, aid productivity, reduce
response times and catch useful data for continuous improvement.
Analyze and implement the changes for your organization in an agile and efficient way.
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Change Management
Version: 1.0
Author:
The process starts with the creation of an RFC (Request for Change) by a person or
group. Once the RFC has been planned and reviewed it is submitted to the Change
Management Department. This department establishes an initial assessment and
evaluation and decides if the RFC is accepted, rejected or requires amendment.
Changes have to be approved according to their classification and impact level.
When the RFC has been authorized, its implementation is planned, communicated and
executed. Then the Change implementation is evaluated by the Requester (person or
group) who confirms if the implementation was successful or not. The necessary actions
to remedy the unexpected or undesired effects of the implementation are performed
if required.
Finally the Change manager reviews the development of the Change and closes the
RFC.
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Main Facts in the Process Construction
Data Model
The Process entity is Request for Change (RFC). This entity stores all the attributes and
relationships necessary to manage and follow a Change.
Relationships with parameter tables are established to enable the user to select their
values to define the information needed to resolve each Request. Some of these tables
are: Type of Change, Classification, Status, Impact and Priority among others.
The process has relationships with the system entity WFUSER to allow the process to
identify the task performers and their information.
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Some master entities as Impact Matrix, Change Requirements and RFC History are
related to the Process entity to allow the user to define, store and track the necessary
information along the Request development.
Parameter Entities
Different parameter entities are used to define information that determines the flow
that the Process will follow. Some of them are totally customizable according to your
needs and policies, as will be shown below:
Questions
The impact evaluation of an RFC is commonly evaluated by using an impact matrix.
This matrix is composed of questions that establish the level of impact the change could
have over the business operation.
To define your own questions according to the way you classify and assess your
changes, go to Modules and select the entities option. Search the parameter entities
and then click on the “Question” entity. Click on “Values” and add or edit questions as
required.
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Answers
Answers must be defined for each of the established questions, , and must be scored
according to the impact each answer has. The impact level is obtained by totalizing all
scores of the selected answers
To define your own answers and their related scores, go to Modules and select the
entities option. Search the parameter entities and then click on the “Answer” entity.
Click on “Values” and add or edit the answers, their score and their related questions
as required.
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Master Entities
Five master entities were defined for this Process template.
In order to track an RFC´s development, the master entity “History” stores the
main information of the Request in chronological order to allow the user to
consult its development at any time.
The “CAB Member” master entity stores the information related to the people
that evaluated and authorized a change.
“People to Notify” master entity stores the information related to the people
that must be notified, via email, about the implementation of a change.
“Change Requirements” master entity is used to define the requirements that
must be developed in order to complete a change. Basic information, such as
the requirement description, due date and developer in charge, is stored in this
entity. The requirements development sub-process is thrown for each
requirement defined in this table.
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The “Impact Matrix” master entity is defined to allow the user to easily answer a
set of questions to establish the Change impact level.
Impact Matrix
Impact evaluation is one of the most critical tasks in this process. The authorization of
a change depends, mainly, on the assessment of the possible effects over business
operations, so the change feasibility and its effects must be carefully analyzed.
The impact matrix is a tool that helps the Change management team to evaluate the
impact of a change. It consists of a set of questions, whereby each one has an
associated set of answers and each answer has a related score. The total score defines
the impact level according to established policies.
The “Impact matrix” master entity is used to enable the user to consult and answer the
questions that the Change Management team has established in the “Questions”
parameter entity.
Add values to Parameter Tables from the Work Portal.
Bizagi processes should always have an administrator in charge of parameterization to
ensure that the data handled by the process is always correct. In the development
environment these tables can be managed from Bizagi Studio, but when projects are
in production they can only be managed through the Work Portal.
To add or edit values in parameter tables from the Work Portal go to the Admin option
and then select the Entities option. A complete list of the entities involved in the process
will be displayed; select the table you wish to add or edit. A form will be enabled to
enter the required values.
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Important Rules
Get Impact Level
As we have seen before, the impact matrix is very useful in this process. To define the
impact level according to the selected answers for each question, “Get Impact Level” is
used. This rule obtains the value of the impact level according to the scores of the
selected answers, as follows:
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The image above shows the structure of the expression. The first step is “Get bounds”
where the values of the bounds that define the impact level ranking are obtained from
vocabularies. The second step is to iterate over the “Impact matrix” master entity, then
obtain the score related to the selected answers and accumulate it. Finally the RFC level
is established by comparing the total score with the defined rankings of impact level.
How can I define the impact level rankings?
The impact matrix is shown in the different forms as follow:
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Test Concluded
The “Requirements Development” multiple sub-process is thrown by each defined
requirement to allow the person in charge of its development to report the final
results of his assignment. When a requirement does not meet tests in a satisfactory
way, the sub-process is thrown again.
To identify what processes have to be thrown to review a specific requirement this
rule is used.
Vocabularies
Set Impact Ranking
The impact level is defined according to the total score of the selected answers to each
question. You can define the limits or bounds of each impact level rank. LOWERBOUND
and UPPERBOUND constant definitions were created to allow you to modify their
values and customize these bounds which define the impact ranking as follow:
Impact Level
0 < Total Score <=LOWERBOUND Low
LOWERBOUND < Total Score <=UPPERBOUND Medium
UPPERBOUND< Total Score High
Ranking
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In order to modify the vocabularies, enter the Modules view, go to the Processes option
and search the Vocabularies Constant definitions. Select the constant definition
“LOWERBOUND” or “UPPERBOUND” and set their values according to your guidelines.
Set Timers Configuration
In this Process, a timer is used to control the response time the Requester has to
evaluate the Change implementation. RFC´s can stay open waiting for the requester to
evaluate the results, but sometimes, the requester is satisfied with the Change and does
not evaluate it. This RFC must be closed to improve the RFC´s attention rate and should
not affect the process performance metrics.
You can set the duration given through vocabulary definitions. Enter the Modules view,
go to the Processes option and search the Vocabularies Constant definitions. Select the
constant definition “MAXIMUM TIME TO EVALUATE” and set this value according to
your guidelines.
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Indicators
This process template will help you to control your management via case queries
according to criteria that will give you data useful for calculating Key Performance
Indicators (KPI´s). Queries are executed through the “Queries” option in the main menu
of the Work Portal.
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By default, the process template includes some attributes useful to calculate several
indicators.
For example, if you wish to evaluate the rate of successful changes in a period, you can
use the query form on the web application in the “Queries” option, choose the option
yes in the “Change Successful” field and the start and final date of the period you wish
to evaluate in the “Closing Date” fields.
The RFC’s that meet the criteria will be displayed. Click on Graphical Analysis option
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In the Measures definition window of the Graphical analysis wizard check the
“Counter” Option.
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In the Dimensions definition window of the Graphical analysis wizard drag and drop
the “Change Successful?” dimension to the selected dimensions on the right hand side
square.
The number of successful and unsuccessful RFC’s in the selected period is shown in a
column chart:
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Do the same for the total RFC’s in the period, for this, only select the start and final
date of the period in the “Closing Date” fields.
Once you have obtained this data you can easily calculate the rate of successful
changes, defined as:
𝑆𝑢𝑐𝑐𝑒𝑠𝑠𝑓𝑢𝑙 𝐶ℎ𝑎𝑛𝑔𝑒𝑠 𝑟𝑎𝑡𝑒 =𝑇𝑜𝑡𝑎𝑙 𝑠𝑢𝑐𝑐𝑒𝑠𝑠𝑓𝑢𝑙 𝑅𝐹𝐶´𝑠/𝑝𝑒𝑟𝑖𝑜𝑑
𝑇𝑜𝑡𝑎𝑙 𝑅𝐹𝐶´𝑠/𝑝𝑒𝑟𝑖𝑜𝑑
Bizagi offers the function to export the data to Excel in order to manipulate it.
You can define your own indicators using the attributes already created in the
template or adding another to obtain the information you need. If you wish to obtain
information about how to set up queries you can go to
http://help.bizagi.com/bpmsuite/en/index.html?queries.htm