Aligning Incident and Change Management with Business Priorities

Every organization today relies on some level of IT forbusiness-critical services. Point-of-sale systems in retail environments,automated teller machines in banking, and just-in-time inventory and orderingsystems in manufacturing are a few examples. Disruption or degradation of thesesystems can have serious ramifications on the business, including revenuelosses, reduced profitability, damaged reputation, and even defection of customersto the competition.

As a result, organizations are transitioning to a Service Managementapproach by simplifying, standardizing, and automating IT processes in order toefficiently manage business services throughout their lifecycle.

Failing to understanding how IT infrastructure supportsbusiness services results in a high number of unplanned outages due to change —and subsequently, in service desk targets being missed due to poorprioritization of incidents and inefficient investigations. As a result,service desk staff are overwhelmed by constant firefighting, and end users arefrustrated by regular outages and performance issues.

What’s more, the increased infrastructure flexibility andagility that virtualization and cloud computing brings introduces higher levelsof complexity, coexistence, and dynamism to the service management process.  As a result, the traditional manual approachto maintaining a map of which IT infrastructure supports critical businessapplications and services is no longer feasible.

IT organizations need a solution that can maintain anaccurate map of the underlying infrastructure and its changing dependencies. Automatic application dependency mappingis a critical step toward effective service management, providing the linkbetween business services, applications, and the supporting infrastructure.

Today many of the challenges facing organizationsundertaking this effort occur as they transition to a modern data center.  One of the solutions to these challenges ishow organizations can utilize dynamically maintained Discoveryand Dependency Mapping to create business-aware change management and incident management service modelsADDM mapping.png

The goals of moving to a Businessaware process at a high level are:

  • Reducing the business impact of change
  • Better prioritizing incidents
  • Reducing incident resolution times

The Business Benefits of A Business-aware Incident and change management process

Organizations that have made the transition to business-awareprocesses report the following benefits:

IncidentManagement

  • Reduce mean time to repair (MTTR)

o    Prioritize  incidents based on accurate service impactanalysis

o    Simplifyand accelerate problem isolation based on accurate root cause analysis

  • More effective and faster decision-making byproviding accessible and accurate configuration information to service desk andIT operations staff
  • Improve operational efficiency; delivering highquality service while controlling costs
  • Better estimations of the time and cost ofimplementing a change
  • Higher change success rate by improving the impactand risk assessment of change.
  • Increased service availability by schedulingchanges outside of business hours minimizing risk from unexpected consequencesand reducing outages caused change conflicts
  • Increased productivity by reducing failedchanges and therefore unplanned work, service disruption, defects, and re-workfor IT staff and the business.
  • Increased confidence that a change has beenimplemented correctly, preventing errors and the unintended side effects ofchange that can increase risks building up over time.

Change and Release Management

  • Better estimations of the time and cost ofimplementing a change
  • Higher change success rate by improving the impactand risk assessment of change.
  • Increased service availability by schedulingchanges outside of business hours minimizing risk from unexpected consequencesand reducing outages caused change conflicts
  • Increased productivity by reducing failedchanges and therefore unplanned work, service disruption, defects, and re-workfor IT staff and the business.
  • Increased confidence that a change has beenimplemented correctly, preventing errors and the unintended side effects ofchange that can increase risks building up over time.

Learn more by checking out these great videos  on the power of Discovery andDependency mapping and how to integrate into your service management strategy

These postings are my own and do not necessarily represent BMC's position, strategies, or opinion.

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