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Table of contents
Executive summary
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Mastering IT change
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The Intact Technology Change Management Framework
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Step 1: Change Management
5Step 2: Change Control
5Step 3: Change Automation
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The sequential step approach to helping businesses achieve change automation
7How Intact Technology services work with HP change management softwaresolutions
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Success stories: HP and Intact Technology—change management in action
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Story #1: Semiconductor manufacturer
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Story #2: Global records management company
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Conclusion
11About Intact Technology
12About HP
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A three-step framework for increasingROI, reducing risk, and lowering costs byautomating IT change management
An Intact Technology white paper, sponsored byHP Software & Solutions
One sure way to avoid the chaosthat can come with change is to buildtoward maturity and greater controlover change
Executive summary
If businesses are to innovate, compete successfully,and achieve better business outcomes, their ITorganizations need to manage change effectivelyComplex changes such as installing patches,provisioning new servers, and managing complianceacross several locations are both risky and costly—especially if they are manually implemented Humanerror can lead to unplanned downtime Too often,business continuity is the first casualtySuccessful enterprises increasingly recognize the needto implement basic change management policiesbased on Information Technology Infrastructure Library(ITIL) best practices, and indeed many businessesalready have deployed at least some changemanagement policies based on ITIL ITIL is a generalIT framework and, as such, sets forth only the basicstructure for addressing complex change managementchallenges Without supplementing ITIL best practiceswith consistent processes, governance, configurationmanagement, and centralized reporting to trackchanges, even an ITIL-driven IT organization can stillend up in change chaosOne sure way to avoid the chaos that can comewith change is to build toward maturity and greatercontrol over change The key is to automate changeprocesses According to an IDC survey of enterpriseIT professionals, 84% of IT organizations viewautomation as a top investment priority for deliveringon business outcomes
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Intact Technology, an IT and business servicemanagement consulting firm, fills a crucial gap inthe change management marketplace by helpingorganizations move from change management tochange control to change automation The steps thathelp IT organizations move progressively throughthese stages of maturity make up the tested andproven Intact Technology Change ManagementFramework—a sequential set of best practices thathelps organizations take the risk out of changeThe framework, coupled with the deploymentof HP change management software, helps turnchange chaos into change efficiency—and allowsorganizations to achieve maturity in their technologyenvironments more quicklyThis white paper will outline the processes and toolsyour organization needs to address the challengeof change chaos and evolve beyond ITIL-basedchange management to change automation Itwill demonstrate how even the most unwieldy andinternally resistant IT organizations can be helpedby embracing change management solutions fromHP and Intact Technology Finally, it will illustrate,through real-world examples, how organizations thatimplement the Intact Technology Change ManagementFramework and HP change management applicationscan achieve the benefits of reduced risk, lower cost,decreased complexity, greater availability, and astrong return on investment (ROI)
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Data Center Automation: Accelerating Market Maturity through Investment in IT
, IDC, 29 August 2008.
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Mastering IT change
Today’s organizations deal with a continuallyincreasing volume of change as they adapt to ever-increasing internal and external demands Mostlarge companies today have processes in place tosimplify change, but those processes are often manualand complex This means that change is both time-consuming and fraught with human error Adhering tochange management principles that align with provenmethodologies such as ITIL best practices helps ensurethat standardized methods and processes will be usedto handle change in a timely and accurate mannerITIL v3 change management definitions dictate thatchanges are to be recorded and then evaluated,authorized, prioritized, planned, tested, implemented,documented, and reviewed in a controlled manner When changes are implemented in this fashion, theycan be analyzed for risk, dependencies, businessimpact, schedule conflicts, in-flight issues, and othercharacteristics With greater visibility into theseissues, technology staff members are better able tofollow a predetermined, prescribed path to executechange The result is reduced risk, lower cost, andfewer negative effects on the business services thatIT delivers According to ITIL v3 best practices, the ultimate goalsof change management are to:
•Respondtochangingbusinessrequirementswhile
maximizing value and reducing incidents, disruption,and re-work
•RespondtobusinessandITrequestsforchangethat
will align the services with the business needsIn general, ITIL best practices are broader thanthey are deep The devil is in the details of changemanagement, and it is up to each IT organization toapply ITIL guidelines in its own unique environment;turn chaos into order; and then turn order intoa smoothly functioning, automated process Iforganizations accomplish this, they can dramaticallyand consistently improve the results of IT changebecause they reduce and even eliminate humaninvolvement in routine, yet resource-intensive changeeventsChange automation is particularly useful for helpingIT teams avoid being overwhelmed by large volumesof IT change It helps IT departments plan moreeffectively and avoid resource bottlenecks Automatedchange is more scalable because it allows requests forIT changes to be processed more efficiently Moreover,it enables the changes themselves to be implementedmore quickly by less staffChange automation is associated with fewer problemsand lower costs According to a survey of more than400 IT professionals by Research Edge, automatingchange is associated with a 25% decrease inproduction problems caused by IT changes
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Inaddition, 90% of companies automating their processdescribed the process as smoother than manualimplementation
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IT Operations Report: Change Management Maturity
, StackSafe, July 2007
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