Solutions Service Support Change Management
Most Technology Organisations have become effective in managing the occurrence of actual service outages through the introduction of a Service Desk function and supporting technology.
Once their Service Desk is established, service providers would benefit greatly from the development of a more effective response to handling Business and technology driven changes.
As business services become increasingly reliant upon underlying technology systems to be effective, it is essential that they remain available and functioning in order to meet business requirements and enhance business performance. This dependency increasingly exposes technology customers to service failures, many of which cause severe impact to critical business functions.
One of the single most common causes of technology failures are directly related to the inefficiency or lack of change management activities currently being performed. On average, 40% of unplanned mission-critical application downtime can be attributed to errors caused by the operations organisation themselves. Avoiding, or at a minimum reducing the number of these self inflicted service failures will deliver immediate improvements in service availability and a reduction in the number of hours spent “fire fighting” the cause, impact and identifying a appropriate resolution.
Change Management processes help to ensure that standardised methods and procedures exist for handling changes efficiently and promptly. The main benefits of implementing such processes are:
- Improved business productivity through increased service availability
- A reduction in the frequency and duration of change related service outages
- An understanding of the risk and potential impact of making business and technology driven changes before they are made and
- Increased visibility of proposed changes.
Implementing effective change management processes and procedures is one of the first steps required to move a technology service provider from being primarily reactive to becoming more proactive and as a result increasing the business value of the supporting technology being delivered.
Fusions Change Management offering is based on the best practice framework detailed in IT Infrastructure Library (ITIL®) and is designed to introduce processes and procedures aimed at ensuring an efficient and effective response to handling both Business and Technology driven changes.
Working with a designated process owner and other key stakeholders from across the technology support organisation, Fusions experienced consultants tailor best practice to best fit the organisation. The process is scoped to meet the technology provider’s requirements and then the associated process roles and responsibilities are defined and documented
Detailed process documentation is also produced and issued to the designated process owner in order to drive the pilot and full implementation of the process within the technology organisation with the full support from the assigned Fusion consultant.
The Interfaces with other processes, such as configuration management, will also be identified and documented where these processes currently exist