Better Visibility into Change Management

Change Management and BMC

The risks of poorly managed IT changes range from minor inconveniences to disasters
that cost millions of dollars and directly affect short-term profitability. Quoting the Gartner
Group, BMC states that “80 percent of down time 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 generally rise by 25–35 percent
or more.”

BMC has made significant efforts to address the need for effective change management
for larger enterprises in the release of its BMC Remedy IT Service Management
Suite® (ITSM 7.0). It includes a Change Management application, designed,
according to BMC, to deliver “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.”

Customers have enthusiastically embraced ITSM 7.0. According to many BMC users,
the first BMC Remedy module typically implemented with ITSM 7.0 is Incident
Management, which is far more ITIL-compliant than previous versions of ITSM. Now,
many of these same users, after having mastered the implementation of the Incident
Management module, are turning their attention to BMC Remedy Change Management,
which is virtually a complete redesign of the change management functionality of
previous versions of the ITSM suite.

These users are discovering how BMC Remedy Change Management increases the
availability of business management systems, makes implementing changes easier
and faster, and enables IT to support critical business services more effectively than
ever before.

BMC Change Management with Kinetic Calendar

Many BMC Remedy Change Management users are also discovering the benefits
of creating greater visibility into BMC Remedy Change Management events with
Kinetic Calendar.

Kinetic Calendar is a native BMC Remedy application that provides the ability to visually
display any time-based information captured or generated within BMC Remedy systems.
It is perhaps the quickest and easiest way to graphically display BMC data online. It
translates any BMC Remedy time-based data into a visual calendar format, which
enables end users to more easily recognize and comprehend BMC Remedy data and its
relevance to their responsibilities. Kinetic Calendar was developed to meet the demands
of BMC Remedy customers for better visibility into their IT processes.

The flexibility of Kinetic Calendar allows organizations to create virtually any type of
customized calendar based on BMC Remedy data. Kinetic Calendar users have been
very creative in finding new applications for it. Among the many examples of calendars
now deployed are:

• Release Management

• Outage Calendars

• On-call Support Scheduling

• Training Scheduling

• ITIL Process Reviews

• SLA Monitoring

• Vacation Calendars

• Facility Resource Management

A growing number of BMC Remedy customers are using Kinetic Calendar as a valuable
extension of BMC Remedy Change Management. BMC Remedy Change Management
itself focuses on change management data and workflows, and provides one of the
software industry’s best platforms for the initiation of change requests and their review,
approval, scheduling, implementation, closing, reporting, and auditing. Kinetic Calendar
takes this functionality a step further by providing visibility of Change events to the
entire organization.

Why is this important?

Many organizations that have implemented BMC Remedy Change Management have
discovered that as their use of the module grows, both in terms of the volume of change
requests handled and the number of business users affected, the ability to effectively
communicate changes using different styles tailored to the needs of various user groups
has grown in importance. This communication can be accomplished through emails,
memos and reports, or it can be done by giving users access to online calendars tailored
to their individual business needs. Calendars provide drill-down capability to give users
as little or as much detail as they need about specific changes. The calendar approach
improves acknowledgement and understanding of change events by those who will
be affected.

In most organizations, the vast majority of these users won’t be licensed BMC Remedy
users. Rather, the users affected by changes will be business managers in HR, finance,
operations and other areas in all the different locations where the organization operates.
Some of these users will need a broad perspective; others will only need visibility into
how changes will impact their own immediate work units. These views need to be
simple, uncluttered and easily navigated. Some users will need views that are easy to
drill into for more information on change events.

BMC Remedy Change Management users—responsible for scheduling and managing
change events and serving on Change Approval Boards (CABs)—need views that make
it easy to see how one change event impacts another and whether scheduled change
events collide with other scheduled events. Many of these users may need access to
multiple views from the same calendar interface. This is especially true in larger IT
organizations that may be required to manage hundreds of change events daily in
multiple departments and at multiple locations.

Check out the entire white paper:  Better Visibility into Change Management with Kinetic Calendar


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