Presents Change Management Excellence at Remedy User Group Conference in Washington, D.C.
How effective is my change management process or processes?
Do untracked changes appear in production occasionally?
Have I implemented a single change management tool only to find that there still seems to be “many” processes across different groups causing rework, confusion, delay and unpredictability, but the IT groups are reluctant to relinquish control of their respective change management processes?
A real case study demonstrates how IT managers can objectively measure the performance of their IT organization’s change management practices using Six Sigma tools, identify specific critical areas for improvement rather than an overhaul of the entire process, and create buy-in at all levels of the IT groups and business units using proactive evangelism and focus group discussions.
The concept of Change Dashboard displaying various metrics is explored to increase accountability by establishing overall process ownership as well as ownership for each change request.
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Helpdesk and Change Operational Excellence and Customer Self-service Portal Download |