BMc remedy change Management - ITSM & ITAM Services

BMC remedy service management
product datasheet
BMC Remedy Change Management
Reduce the risk associated with change through closed-loop
change process management
BMC ® Remedy ® Change Management
helps you:
> Manage the entire closed-loop change and
configuration process to better manage the
risks associated with implementing changes
As the IT environment grows in complexity, the risk that critical IT systems will fail escalates. One
of the major contributors to IT system failures is change — including upgrades, patches, new systtems,
and new technologies affecting both desktops and data centers — brought on by ongoing
technology innovations and continual shifts in business strategy.
> Enforce accepted change management
processes on a global basis
> Increase availability of business-critical systems
> Speed the implementation of changes
> Improve the prioritization of change requests
to ensure support for critical business services
> Reduce support call volumes by minimizing
change-related disruptions
> Manage change in both desktop and data
center environments
1
Gartner IT Security Summit, Best Practices
for Continuous Application Availability by
Donna Scott, June 2005
The risks of poorly managed
changes range from minor
inconveniences to disasters
that cost millions of dollars and
directly affect short-term profitaability.
In recent years, several
high-profile system implementtation/upgrade
failures made
headlines around the globe. All
of these failures could have been
prevented if the proper processes
had been in place — or enforced.
As per Gartner, Inc., “80% of
downtime is from people and
process failures, and change
plays a significant role in that.
Investing in change management
pays off in ROI immediately, as
business availability levels generaally
rise by 25-35% or more.” 1
VERIFY
Verify State
Verify Configuration
Track Drift
Third Party Solutions
VERIFY
B U S I N E S S
REQUEST
Service Catalog
Event Funnel Filtering
Classification
Assignment Notification
REQUEST
DISCOVERY
REPOSITORY
DASHBOARD
CCM CORE
Network
Configuration
Topology
CDM Reconciliation
CCM Extensions
Dashboards
Flowcharts
Reports
IMPLEMENT
IMPLEMENT
Provision User
Provision Resource
Deploy SW
Deploy Code
Deploy Patch
Third Party Solutions
PLAN
PLAN
Prioritization
Create Tasks
Ordering
Resource Management
Implementation
Preparation
Analysis
Testing
Risk Analysis
Approvals
Activate Policy
BMC ® Remedy ® Change Manaagement
delivers comprehensive
policy, process management,
and planning capabilities that help you increase the
speed and consistency in which you implement
changes, while also minimizing business risk and
disruption. It allows you to define and enforce standdardized
change processes: from submission through
planning, implementation, and finally, verification. It
ensures that the appropriate steps are taken, the right
business owners are consulted, and fail-safe proceddures
are put in place.
Closed-Loop Change Process Management
In most organizations, the complete management of
change is really an exercise in “swivel chair managemment.”
Requests for Change are entered and managed
in one system, and executed by different people using
another. This introduces risk and reduces process
efficiencies. Further, because of the different systems,
it also makes management reporting and change
status monitoring very difficult.
I . T . I N F R A S T R U C T U R E
Change and Configuration Management Logical Architecture
BMC Remedy Change Management, with its two-way
integration with BMC ® Configuration Management,
seamlessly moves the Request for Change from plannning
to execution, and receives constant updates on
the status of change implementation and verification.
This ensures changes are implemented as designed,
and maintains complete transparency into the change
process for management or compliance reporting.
Support for Effective Planning and Coordination
BMC Remedy Change Management lets you readily
see which IT components or business services are
impacted by the planned changes, and determine
the availability of the required people to implement
those changes. You can also access historical data
to scope the effort required to implement the planned
changes by reviewing the statistics of similar changes
performed in the past. Advanced functionality guides
users through key steps, including:

Defining business justification of the change
> Creating the project plan
> Assessing and analyzing the risk of the change
> Creating a fail-safe plan
> Obtaining input and reviews from both business
and IT approvers
> Ensuring that required approvals are obtained
before any work orders are generated
> Scheduling change dates through graphical
calendaring tools to reduce conflicts
By identifying, in advance, the impact of change on
the IT infrastructure, staff, and business services, IT
and business managers can work together to maintain
a smooth change process that ensures efficient utillization
of IT resources and minimizes disruption to
the business. This carries through right into the impplementation
phase.
Complete Tracking and Management
With BMC Remedy Change Management, you can
create, track, and manage task dependencies for
controlled, orderly implementation of changes. You
can also manage and track individual tasks within
a project for dependencies, due dates, time spent,
and status. Task sequencing and task dependency
enforcement functions generate automated alerts
and notifications, ensuring that all related tasks are
completed in the right order. What’s more, by definiing
a unique, multistage approval process, you can be
sure that everyone affected by a change is informed
in advance and can make the necessary preparations
to minimize risk. Escalations, audit trails, and other
automated approval process features keep the change
approval process moving forward on a fast track.
BMC Remedy Change Management maintains views
of all associated requests and service requirements,
showing the full business context of change operattions
at all points in the progression of change tasks.
It automatically tailors views to the user’s role, enhhancing
usability and productivity.
Faster, Smoother Implementation
BMC Remedy Change Management facilitates the
implementation of changes with functionality for
creating and managing tasks associated with preparration,
testing, staging, deployment, and auditing.
Automated alerts and notifications ensure that all tasks
are completed according to plan. BMC Remedy Change
Management can open up a job within BMC Conffiguration
Management, automatically passing critical
data and resolving the potential of change execution
failure due to human error. If a change requires the
services of a third party, BMC Remedy Change
Management can set up work orders assigning jobs
to external vendors, dispatch the orders, and track
their status through to completion.
Integrated with Other Service Management Processes
As part of the BMC ® Remedy ® IT Service Management
Suite, BMC Remedy Change Management is fully
integrated with the BMC ® Atrium TM Configuration
Management Database (CMDB), and is ready to work
out-of-the-box with BMC ® Remedy ® Service Desk,
BMC ® Remedy ® Asset Management, and BMC ®
Service Level Management. It can also integrate
to other BMC solutions, including BMC ® Identity
Management. This allows BMC Remedy Change
Management to be a component of broader solutions
for desktop and data center management.
Consistent, Reliable Data
Implementing an effective change management
strategy requires access to the latest information on
the current configuration and dependencies within your
IT environment. This whole process begins with the
BMC Atrium CMDB, an integral part of BMC Remedy
Change Management.
The BMC Atrium CMDB is an intelligent data repository
that provides a working model of your enterprise IT
infrastructure. It is populated and continuously updated
by the BMC ® Discovery Solution, which automatically
captures all four levels of data required to accurately
model your IT environment: assets, configurations,
relationships, and users.
The BMC Atrium CMDB is shared across a number
of BMC applications, as well as third-party applications,
through an open application programming interface
(API), helping to unify processes by working with and
continuously enriching a consistent model of your
IT environment.
ITIL ® Compatibility
BMC Remedy Change Management is
compatible with IT Infrastructure Library
(ITIL) guidelines for a comprehensive
approach to approving and monitoring
changes requests while accurately assessiing
the priority, impact, risk, and resource
requirements associated with those changes.
The application provides:
> A classification system for accepting,
logging, and storing change requests
> The ability to track Requests for Change
through stages of review, authorization,
and implementation
> The ability to verify that the changes
have been implemented before closing
the Request for Change (when used with
BMC Configuration Management)
> Support for backout procedures if inciddents
arise as a result of the change
> Communication about the purpose,
scope, and impact of changes
> Risk, resource, and cost analysis to clarify
the potential impact of planned changes
For More Information
For more information on BMC Remedy
Change Management, visit www.bmc.com.
About BMC Software
BMC Software helps IT drive greater businness
value through better management of
technology and IT processes. Our Business
Service Management solutions enable IT to
manage across the complexity of diverse
systems and processes – from mainframe
to distributed, databases to applications,
service to security. Activate your business
with the power of IT. www.bmc.com
Change Management calendar helps improve change scheduling
BMC Software, the BMC Software logos, and all other BMC Software product or service names are registered trademarks or trademarks of BMC Software, Inc.
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All other trademarks belong to their respective companies. © 2006 BMC Software, Inc. All rights reserved. 62441