Documenti di Didattica
Documenti di Professioni
Documenti di Cultura
White Paper
Introduction
The inevitability of change is proverbial. Mergers and acquisitions, IT investments, business initiatives, globalization, advances in technology, the demands of customers, and system maintenance all require change management. And yet many business are ill-prepared to cope with the challenges presented them by change. Managed changed requires the cooperation and coordination of systems, people, and information throughout the change life cycle. Change management is defined by standardized and repeatable processes for requesting, analyzing, planning deploying, and evaluating changes to systems. These processes ensure that all stakeholders are adequately informed and contribute to the decision making process. And well-defined change management processes enable a business to take a proactive approach and push for changes that make the company more competitive and profitable.
TechExcel
White Paper
processes that drive change, facilitates the evaluation and approval of change requests, and ensures that latest information is always available. In ServiceWise, knowledge may be managed and distributed at the business-level, project-level, and the change request-level so that project stakeholders always have access to the most up-todate information, but also the complete history of the issue at any level of detail. And any knowledge item may be dynamically linked to any other knowledge item enabling the users to easily access related information. Because all knowledge items are stored in a secure, centralized datastore, change requests are always linked to the most up-to-date document. Moreover, effective knowledge management enables businesses to mitigate end-user frustration and increase the visibility and transparency of change management processes. The Employee Web Portal provides businesses with a centralized hub for distributing for communicating with employees. Through the Employee Web Portal employees may read appropriate news or announcements, submit change requests, access FAQs, upgrades, and patch info, product documentation; search the knowledge base, and download documents or software. At every stage of the change life cycle, the management and dissemination of information is key. Successful change management requires visibly to change management processes and access to project-level and change request-level knowledge. Project managers and executive management cannot afford to wait for periodic reports to assess the status of projects. ServiceWise features predefined, presentation-quality reports that may be dynamically generated to provide the latest data instantly. In ServiceWise, the latest information is always available immediately.
Moreover, information may be linked to each subproject in the hierarchy ensuring that all relevant documentation is always at hand. Businesses need not worry about siloed information or outdated documents. Every knowledge item stored in the knowledge base may be dynamically linked to any subproject, change request, or event. Topsight enables management and key decision makers to identify potential risks and anticipate the consequences of change, translate that knowledge into effective policies and processes, and ensure the adoption of consistent of policies and processes. Change management is critical to regulatory compliance. Using ServiceWise process management, organizations may define processes that ensure that all IT duties are properly segregated and documented. All processes may be tracked in an audit trail that brings full visibility and traceability to the IT environment.
Visibility
One major obstacle to effective change management is a lack of topsight that makes change unduly complex and appear overwhelminginternal processes may lack transparency and decision makers may not have visibility to key information. ServiceWise enables businesses to organize change management projects so that the relationships between all affected areas are manifest. In ServiceWise, project management structures define and represent IT initiatives and projects in a hierarchical structure that shows the relationships between IT projects and initiatives. This structure, called the subproject hierarchy, provides stakeholders with topsightinsight into the big picture that enables them to identify the interdependencies that must be managed across the enterprise.
TechExcel
White Paper
escalation rules enable organizations to ensure that all change requests are processed in a timely manner. And ServiceWise is fully customizable and adaptable. Change managers may easily relax or strengthen workflow rules to meet changing needs. ServiceWise workflow, routing, escalation, and e-mail notification rules are as easy to change as they are to set up.
Organizations may define rules based on categories, user-defined fields, or a combination of fields that enforce processes that support their needs. The organization must identify the possible consequences of the change on including work processes, technological requirements, and employee behavior and motivation. Throughout the process of analyzing and evaluating changes, ServiceWise enables all decision makers to remain informed and actively participate in discussions. All change requests are stored with full history of updates to the record throughout the project life cycle. Additionally, each record may have documents, schematics, knowledge-topics, e-mail threads and more associated for a detailed view of each change request. Even employees may stay involved by tracking the status of their change request throughout change management process through the Employee Web Portal. Employees may view the status of their change requests and related change requests, view knowledge items, and communicate with the IT personnel responsible for their request by e-mail or web conversations.
Project Planning
TechExcel ProjectPlan is a powerful and intuitive project management and
TechExcel
White Paper
planning tool that enables businesses to define a framework for planning and managing IT initiatives, projects, and services. Using ProjectPlan, decision makers may identify and track the key metrics that measure the success of the project and adjust project timelines, resource allocations, and critical paths to meet project goals. TechExcel ProjectPlan accesses and displays in real timeproject data that is managed, and tracked in TechExcel ServiceWise a leading tool for managing and tracking business services and change management. Using ServiceWise, an IT organization may define and implement standardized methods and procedures that support their business initiatives. All ServiceWise projects may be integrated with ProjectPlan so that project managers and decision makers may always access the most recent data, schedules, and documentation ensuring that they have a true understanding of the status of IT initiatives.
TechExcel FormWise
Create paperless surveys and approval process forms. Web-based forms are easily defined and may be included as part of the change approval process. Satisfaction surveys may also be used to gauge the end-user acceptance of a change.
Knowledge management
Detailed documents of any type may be stored along with a change record. In addition, documents may be created from standard document templates to create a uniform style for test cases, design, back-up procedures, or any other necessary documentation required in the change process.
Integrated solution
TechExcel Servicewise provides an integrated framework for change management, change request management, service level management, IT service, and asset management.
TechExcel
White Paper
TechExcel Headquarters
Address: Phone: Fax: Website: 3675 Mt. Diablo Blvd., Suite 200, Lafayette, CA 94549 925 / 871-3900 (toll free 800 / 439-7782) 925 / 871-3991 www.techexcel.com
TechExcel China
Address: Phone: Fax: Suite 7A, Ying Du Building B, 48A Zhi Chun Road, Hai Dian District, Beijing, China 100098 +86-10-58731333 +86-10-58731655
TechExcel EMEA
Address: Phone: 1 Dee Road, Richmond, TW9 2JN, United Kingdom +44(0) 208 322 7750